Direct answer: If an Australian Gexlora order arrives damaged, faulty, incomplete or different from the confirmed order record, contact Gexlora promptly through the site contact form with your order number, the exact product name or SKU, a concise description of the issue, and clear photographs when damage or an incorrect item is involved. Do not send anything back until support confirms the return destination. This guide is for Australian adults aged 18 and over; it explains the returns workflow described in the live policy pages and makes no health, safety or reduced-risk claims.
When a return or refund may apply
The Returns and Refunds policy on the site is the authoritative description of how returns work. It asks customers to contact Gexlora promptly when an Australian order arrives damaged, faulty, incomplete or different from the confirmed order record.
Change-of-mind requests are handled differently: they may be restricted for regulated or sealed goods and must be assessed before anything is sent back. The policy is explicit that you should not return a product without receiving instructions and the correct return destination. Keep the item and its packaging until support provides the next step.
Read the Gexlora Returns and Refunds policy before you start the workflow so the request matches what support asks for.
What to gather before you contact support
Having the right details ready makes the first message useful. Based on the live contact and policy pages, prepare:
- Order number, plus the email address used at checkout for an order enquiry.
- Exact product name or SKU. If you are unsure which record the order refers to, use the SKU to find the exact cigarette carton before writing.
- A concise description of the issue — for example, damaged packaging, missing packs, or a carton different from the confirmed record.
- Clear photographs when damage or an incorrect item is involved. The policy notes support may request photographs when required.
- Delivery postcode for delivery-related questions, alongside the order number, as the Shipping Policy recommends for delayed or damaged parcels.
How to send the request
Use the Gexlora contact form for order status, product identity, Australian delivery or returns questions. The contact page lists the details to include for each enquiry type so the request can be matched accurately.
Keep personal delivery information out of public channels: the Shipping Policy asks customers not to publish personal delivery information in a blog comment or public channel. Gexlora serves adult customers only, and support cannot process an order or request for anyone under 18.
What happens after you send it
Support reviews the request and may ask for photographs before deciding the next step. Remedies for faulty, unsafe, damaged or incorrectly supplied goods are handled consistently with rights that cannot be excluded under the Australian Consumer Law, and an approved remedy may be a replacement, refund or another solution appropriate to the issue.
Do not post the item back on your own: wait for the return instructions and the correct return destination. If you are still at the ordering stage rather than the returns stage, verify the product page before ordering so the confirmed record matches what you expect.
Checklist before you hit send
- Order number and checkout email at hand.
- Exact product name or SKU confirmed against the live catalogue record.
- Concise description of the issue, with clear photographs if damage or an incorrect item is involved.
- Item and packaging kept until support provides the next step.
- Request sent through the contact form, not a public channel.