If you need to request a return or refund for a Rovqenx carton order, the process is: contact Rovqenx promptly, provide the order number, the exact product name or SKU, a concise description and clear photographs, then keep the item and its packaging until support gives you the next step. The live Returns and Refunds Policy is the authoritative record, and it was reviewed for this guide on 5 August 2026.
Step 1: Contact Rovqenx promptly
Contact Rovqenx as soon as you can if an Australian order arrives damaged, faulty, incomplete or different from the confirmed order record. Use the Rovqenx contact page and choose the enquiry type Returns or refunds. Include an order number only when it is relevant, and send only the records needed to identify the product and the issue.
Step 2: Provide the order number, exact product name or SKU and photos
When you contact support, include:
- the order number,
- the exact product name or SKU from the confirmed record, and
- a concise description of the issue, with clear photographs when damage or an incorrect item is involved.
You can find the exact title and SKU on the product page for the carton you ordered, for example the Manchester Reserve Cigarettes – 1 Carton (10 Packs) record (SKU SS-204). Do not submit card details, identity documents or unrelated personal history; the contact form is only for the records needed to identify the product and resolve the question.
Step 3: Keep the item and packaging until you are instructed
Keep the item and its packaging until support provides the next step. Do not return a product without receiving instructions and the correct return destination. Returning a carton before you are told where and how to send it can delay the resolution or prevent it entirely.
Change-of-mind returns
Change-of-mind returns may be restricted for regulated or sealed goods and must be assessed before anything is sent back. Do not assume a change-of-mind return is available; contact support first and wait for the assessment and instructions.
Your rights under the Australian Consumer Law
Remedies for faulty, unsafe, damaged or incorrectly supplied goods are handled consistently with rights that cannot be excluded under the Australian Consumer Law. An approved remedy may be a replacement, a refund or another solution appropriate to the issue. The Terms and Conditions confirm that nothing in the site terms excludes rights that cannot be excluded under the Australian Consumer Law.
How this guide differs from recording the issue first
Before you contact support, it helps to record the facts of a damaged or incorrect order. Our guide on what to record before reporting a damaged or incorrect carton order explains the evidence to capture. This guide covers the returns and refunds process itself: who to contact, what to provide and what to keep until you are instructed.
What to do if a parcel arrives damaged during delivery
If a parcel appears damaged during delivery, the Shipping Policy asks you to use the contact form with the order number and delivery postcode. Combine that with the return details above so support can confirm the order record before advising the next step.
Frequently asked questions
Can I return a Rovqenx carton if I change my mind?
Change-of-mind returns may be restricted for regulated or sealed goods and must be assessed before anything is sent back. Contact support first and wait for the assessment before returning anything.
What happens after I contact Rovqenx about a return?
Support provides the next step for your case. Keep the item and packaging until you receive that instruction and the correct return destination. An approved remedy may be a replacement, a refund or another solution appropriate to the issue.
Next step
Open the Rovqenx contact page, choose Returns or refunds, include the order number and the exact product name or SKU, attach clear photos if the carton arrived damaged or incorrect, and wait for the next step before returning anything.