Direct answer: contact Texvilo before sending anything back and ask for a change-of-mind return assessment. Provide the order number, exact product name or SKU, the condition of the item and packaging, and a concise reason for the request. Texvilo’s Returns and Refunds policy, checked on 3 August 2026, says change-of-mind returns may be restricted for regulated or sealed goods and must be assessed before anything is returned.
This purchase-support guide is for Australian adults aged 18 or older. It explains how to prepare a request; it does not promise that a return will be accepted or that any particular refund or replacement will apply.
Check the current policy before preparing the request
Start with the policy page rather than a search snippet, an old email or an assumed returns address. The live policy is the owner of Texvilo’s returns process. On the observation date above, it instructed customers not to return a product without receiving directions and the correct return destination.
The distinction between a request and an approved return matters. A customer can provide the facts needed for assessment, but should not infer acceptance, a destination or a remedy before support replies. The site’s Terms and Conditions also state that nothing excludes rights that cannot be excluded under the Australian Consumer Law.
Identify the order and exact catalogue record
Use the confirmed order record as the starting point. Copy the order number exactly, then record the complete product name and SKU. Do not shorten the name to a brand or packaging colour when similar catalogue entries may exist.
- Order number and the email used for the order
- Complete product name and SKU
- Date the order was received
- Whether the item and its packaging remain sealed or have been opened
- A short, factual reason for the change-of-mind request
The current Texvilo product catalogue can help confirm how a live record is named, but catalogue information may change. Use the order confirmation for what was ordered and the live catalogue only as a current identity reference.
Describe condition without assuming eligibility
State only what can be observed. Say whether the item is unopened, whether any seal appears intact and whether the original packaging is available. Do not open, alter or send the item merely to create evidence. Keep the item and packaging while waiting for the next step.
A change-of-mind request is different from reporting an item that arrived damaged, faulty, incomplete or different from the confirmed order. Those issues have their own evidence and assessment path. If the facts indicate one of those problems, describe it accurately rather than labelling it as change of mind.
Ask support for the next authorised step
Send the focused request through the Texvilo contact form. Ask whether the item can be assessed for a change-of-mind return and what the next step is. Wait for instructions and the correct destination before sending anything.
Keep card details, identity documents and unrelated personal information out of a general support message. Do not publish an order number, address or other order information in a blog comment or public channel.
Use a compact request format
A useful message can be brief:
- Subject: Change-of-mind return assessment for order [order number]
- Identify the exact product name and SKU.
- State the date received and the observed condition of the item, seal and packaging.
- Give a concise reason for the request.
- Ask whether the request can be assessed and wait for return instructions.
Do not insert an assumed return address or announce a preferred outcome as though it has already been approved. An approved remedy, when applicable, depends on the issue, the assessment and rights that cannot be excluded under Australian consumer law.
Final check before sending the enquiry
- The request uses the correct order number, complete product name and SKU.
- The item’s condition and packaging are described factually.
- No item has been sent to an unconfirmed address.
- No acceptance, refund, replacement or timing has been assumed.
- The latest policy has been reopened for current instructions.
- The message contains no unnecessary payment, identity or public delivery information.
Policy observation date: 3 August 2026 in Sydney. Recheck the linked policy and contact pages before acting because published conditions may change.