If an Australian order is damaged, faulty, incomplete or incorrect, contact Kavzora promptly through the contact page. Include the order number, the exact product name or SKU, and a concise description of the issue. Where damage or an incorrect item is involved, provide clear photos. Keep the product and its packaging until Kavzora gives instructions, and do not send anything back without being instructed to do so. An approved remedy may be a replacement, refund or another appropriate solution. Your Australian Consumer Law rights cannot be excluded.
Report the issue promptly
Prompt contact gives Kavzora the information needed to assess a damaged, faulty, incomplete or incorrect order. Use the contact channel to explain what has occurred in clear, relevant terms. A concise report is more useful than a broad account that leaves the affected item or issue unclear.
When writing the report, identify the order first. Then identify the particular product connected to the issue. If more than one product is involved, make each product and its issue distinguishable, so the report does not combine separate matters into one unclear description.
Include the key order details
Provide the order number and the exact product name or SKU. The exact product name or SKU is important because it identifies the specific product in question. Avoid substituting a shortened description when the exact product name or SKU is available.
Describe the issue concisely
Add a concise description of the issue. State whether the order or product is damaged, faulty, incomplete or incorrect, and describe the relevant problem without making unsupported assumptions about its cause. The purpose is to give Kavzora a clear basis for assessing the report.
For an incomplete order, identify what is incomplete in the report. For an incorrect order, identify the product received using its exact product name or SKU where available. For a damaged item, describe the visible damage. For a faulty item, describe the fault you observed. These details keep the report focused on the condition or discrepancy being reported.
Provide photos when they are relevant
Clear photos should be provided when an order is damaged or incorrect. The photos should be clear enough to show the relevant damage or the item that does not match the order. They support the written description and help keep the report tied to the product and issue identified.
Keep the product and packaging until Kavzora instructs you otherwise. Retaining both is important while the report is being assessed, because they may be relevant to the issue. Do not send the product back without instructions. A return sent without direction may not align with the assessment process.
The Returns and Refunds page sets out the relevant returns and refund information. Read it with the terms that apply to your order, rather than assuming a particular remedy or return path before the report has been assessed.
Know the limits of change-of-mind requests
Change-of-mind requests involving regulated or sealed goods may be restricted and are assessed before a return is approved. This is distinct from reporting an order as damaged, faulty, incomplete or incorrect. Do not assume that a change-of-mind request will result in a return, replacement or refund.
Where a product is regulated or sealed, wait for instructions before sending it back. The right next step depends on the assessment of the request. The available outcome for an approved matter may be a replacement, refund or another appropriate solution; it is not a pre-set promise for every report.
Australian Consumer Law rights
Your rights under the Australian Consumer Law cannot be excluded. This applies alongside Kavzora’s returns and refund process. The Terms and Conditions and returns information can help you review the store policies that apply, while the Australian Consumer Law rights remain protected.
Do not rely on a general statement about outcomes as a guarantee. Each report is assessed, and an approved remedy may be a replacement, refund or other appropriate solution. Kavzora does not state a universal remedy or a fixed assessment period in this guidance.
Use the contact form safely
Use the contact form to provide the details needed for the report, but do not submit card details, identity documents or unrelated sensitive information. The order number, exact product name or SKU, concise issue description and, when applicable, clear photos are the relevant materials described for this purpose.
For information about how personal information is handled, review the Privacy Policy. Keeping the report relevant also reduces the chance of including information that is not needed for the issue.
Report checklist
- Contact Kavzora promptly.
- Provide the order number.
- Provide the exact product name or SKU.
- Write a concise description of the issue.
- Add clear photos for damage or an incorrect item.
- Keep the product and packaging until instructed.
- Do not return anything without instructions.
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