If an Azenlyx order arrives damaged, incomplete or different from the confirmed order record, keep the item and its packaging, record the order number and exact product name or SKU, and contact Azenlyx promptly with a concise description. Clear photographs may be needed when damage or an incorrect item is involved. Do not send anything back until support provides instructions and the correct return destination. This process preserves the information needed to compare what arrived with the confirmed record. It does not promise a particular remedy; the issue must be assessed under the current Returns and Refunds information and applicable consumer rights.
First, identify the type of problem
Use factual wording before asking for a return. The current returns information distinguishes problems such as an item arriving damaged, faulty, incomplete or different from the confirmed order record. A change-of-mind request is a separate type of enquiry and may be restricted for regulated or sealed goods.
Do not combine these categories or assume that the same next step applies to each one. Write down what was confirmed in the order and what was actually observed. For example, note whether the package is visibly damaged, whether an item appears to be missing, or whether the complete product name or SKU differs from the order record. Avoid guessing why the problem occurred.
Preserve the item, packaging and order record
Keep the product and all packaging until support gives the next step. Packaging may help document visible damage or identify a difference between the delivered item and the confirmed order. Do not discard it, alter it for a photograph or send it to an address found in an old message.
Keep the order confirmation available as the reference point. Record:
- the order number;
- the complete product name and SKU, when relevant;
- a short description of what arrived;
- the date the issue was noticed; and
- clear photographs when damage or an incorrect item needs to be shown.
The product identifier matters because similar catalogue names can refer to separate records. Use the exact name and SKU from the order or live catalogue rather than a shortened brand name, colour description or saved search result.
Contact Azenlyx before sending anything back
Use the current Azenlyx contact form for an order-specific enquiry. Include the order number and a concise account of the issue. Add the exact product name or SKU when the question concerns an item. The existing guide to preparing an Azenlyx order support request explains how to keep identifiers and the issue summary clear.
Do not return a product before receiving instructions and the correct return destination. An address from an unrelated message, parcel label or previous enquiry may not be the applicable destination. Waiting for current instructions also allows support to say what evidence is required for the specific issue.
Provide useful evidence without unnecessary sensitive data
A photograph should show the relevant condition clearly. For visible damage, capture the affected area and enough surrounding context to identify the item or package. For an incorrect item, include the identifying product information that is actually visible. Do not edit a photograph in a way that changes or obscures the condition being reported.
A general support message should not contain payment card details, identity documents or unrelated sensitive information. The Azenlyx Privacy Policy says the site may receive contact, delivery and order information, product or SKU references and the contents of support enquiries. Provide the information reasonably connected to the issue, and do not publish personal order or delivery details in a blog comment or public channel.
Understand what the return request does not establish
Sending a message does not establish a particular outcome. The current Returns and Refunds page says an approved remedy may be a replacement, refund or another solution appropriate to the issue. It also states that remedies for faulty, unsafe, damaged or incorrectly supplied goods are handled consistently with rights that cannot be excluded under the Australian Consumer Law.
This guide does not decide which remedy applies to an individual order. It also does not turn a change-of-mind request into a damaged or incorrectly supplied goods claim. Describe the facts, retain the available evidence and wait for the applicable instructions. The current Terms and Conditions preserve rights that cannot be excluded and link the site policies that form part of the ordering terms.
Return-readiness checklist
- Compare what arrived with the confirmed order record.
- Write down the order number, complete product name and SKU.
- Describe one main issue without guessing at its cause.
- Keep the item and all packaging.
- Take clear, unaltered photographs when the issue is visible.
- Use the current contact form and provide only relevant information.
- Do not include card details, identity documents or unrelated personal data.
- Do not send the item back until instructions and the correct return destination are provided.
Policies can be updated, so reopen the linked live pages when making an order-specific enquiry. The controllable next step is to preserve the relevant record and ask for instructions; assessment and any remedy depend on the facts and current policy that apply to the order.