Direct answer: Under Texvilo’s Returns and Refunds policy, checked on 8 August 2026, a refund is one possible remedy — not an automatic outcome. The policy says 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, a refund or another solution appropriate to the issue. Contact Texvilo promptly through the site contact form before returning anything, and include your order number and the exact product name or SKU.
This purchase-support guide is for Australian adults aged 18 or older. It explains what the current Texvilo Returns and Refunds policy says about refunds; it does not guarantee that any particular refund, replacement or other remedy will be approved.
What the Returns and Refunds policy says
The live Returns and Refunds policy (observed 8 August 2026) opens with a simple instruction: contact Texvilo promptly if an Australian order arrives damaged, faulty, incomplete or different from the confirmed order record. It then sets out the remedy framework:
- 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.
- Nothing should be sent back before support provides instructions and the correct return destination.
Because the policy lists a refund as one of several possible remedies, the outcome depends on the assessment of the specific order rather than on a blanket promise.
When a refund may apply
The policy connects refunds to goods that are faulty, unsafe, damaged or incorrectly supplied. For those situations, the useful evidence to prepare is the same set of details the policy asks for:
- Order number
- Exact product name or SKU from the confirmed order record
- A concise description of the issue
- Clear photographs when damage or an incorrect item is involved
Keep the item and its packaging until support provides the next step. If you need to confirm the exact product record, the current products page is the live catalogue; the order confirmation remains important because catalogue information, prices and availability can change.
Change-of-mind requests
The policy says change-of-mind returns may be restricted for regulated or sealed goods and must be assessed before anything is sent back. This matches general Australian consumer-law guidance, which notes that a store generally does not have to give a refund simply because a customer changes their mind. For a change-of-mind question, the process is the same: ask for an assessment first, provide the order number and exact product record, and do not return the product until support gives you the correct return destination. See the guide on how to request a change-of-mind return assessment for the request format.
How to contact Texvilo about a refund
Use the site contact form rather than a public channel. For a damaged or incorrect item, include the order number and a concise description; support will request photographs when required. The Shipping Policy also asks you not to publish personal delivery information such as your address or order number in a blog comment or public channel.
What this guide does not promise
The Returns and Refunds policy does not publish a fixed refund timeframe, and it does not promise that a particular remedy will be approved. Whether a replacement, refund or another solution applies depends on the assessment of the specific order. The current policy pages remain the authoritative record at the time of an order.
Frequently asked questions
Can I get a refund 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.
How long does a refund take?
The Returns and Refunds policy does not publish a refund timeframe. For the status of a specific order, contact support through the site contact form with your order number.
What if my order arrived damaged or incorrect?
Contact Texvilo promptly with the order number, exact product name or SKU, a concise description and clear photographs. Keep the item and packaging until support provides the next step.