When an Ezoryx delivery arrives, compare what you received with the confirmed order record before relying on memory or a shortened product name. Check the complete product name, SKU, recorded sale unit and ordered quantity as separate fields, then note only what you can observe. If something appears damaged, incomplete or different, keep the item and packaging and contact Ezoryx before sending anything back.
Start with the confirmed order record
Use the confirmation supplied for the order as the transaction record. Keep the order number private, and identify each line by its complete product name rather than a brand, colour or remembered phrase. The live catalogue can help you reopen a record, but current price or stock may have changed since the order was submitted.
Make a short comparison table or note with five fields: confirmed product name, confirmed SKU, recorded sale unit, ordered quantity and what arrived. This keeps product identity separate from the condition of the parcel. It also prevents a damaged outer carton, a similar package colour or a current catalogue change from being treated as proof of a different item.
Compare the complete product name and SKU
Read the full name on the confirmation, then compare it with the product information you received and the relevant live catalogue page. For example, the Ezoryx record for Manchester United Kingdom Red Cigarettes – 1 Carton (10 Packs) uses SKU SS-250. The words “Manchester”, “United Kingdom” and “Red” form part of that complete record; “Manchester” alone would not identify it precisely.
Check every letter, number and separator in the SKU. If the confirmation and received record show different codes, record both exactly rather than deciding which one should be correct. A photograph supports the comparison, but packaging colour alone cannot replace the written name and SKU.
Check sale unit and ordered quantity separately
The sale unit describes what one catalogue unit contains. The SS-250 record is listed as one carton containing 10 individual packs. The ordered quantity tells you how many of that catalogue unit were included in the order. These are separate numbers: a quantity of one for this record refers to one listed carton, not one individual pack.
Count only what can be observed without opening or altering sealed goods unnecessarily. If the delivery appears incomplete, write down the confirmed sale unit, ordered quantity and observed number of units. Avoid guessing why a difference occurred.
Record packaging condition with useful photographs
Before discarding delivery materials, inspect the parcel and product packaging. If there is visible damage or an apparent difference, take clear photographs of the relevant condition. A useful set may show the outer parcel, the received product front, the SKU or identifying label when visible, and the damaged area. Keep unedited originals.
Do not include payment-card details, passwords, identity documents or unrelated personal information in ordinary photographs or messages. Crop or withhold material that is unrelated to the issue, but retain the original evidence privately if support asks for a clearer view through an appropriate channel.
What to do when the records do not match
The current Returns and Refunds page asks customers to contact Ezoryx promptly when an Australian order arrives damaged, faulty, incomplete or different from the confirmed order record. It requests the order number, exact product name or SKU, a concise description and clear photographs when damage or an incorrect item is involved. Keep the item and packaging until support provides the next step.
Do not send a product back without instructions and the correct return destination. Use the official Ezoryx contact page and describe the mismatch neutrally: what the confirmation records, what arrived, and when you observed it. The existing guide on preparing an order or delivery enquiry explains which details belong in each type of message.
Review current policy information
Policy and live catalogue information can change, so check the current pages rather than treating this guide as the final policy record. The Terms and Conditions explain that the current product and cart pages are the authoritative catalogue record at the time of an order. The Shipping Policy covers current Australian delivery requirements and the information requested for delivery problems.
Post-delivery checklist
- Keep the order number private and open the confirmed order record.
- Match the complete product name and SKU character by character.
- Separate the recorded sale unit from the ordered quantity.
- Count and describe only what you can directly observe.
- Photograph relevant packaging or damage without exposing unrelated personal information.
- Keep the item and packaging while waiting for instructions.
- Use the official contact route and do not return anything without directions.
This checklist is for Australian adults aged 18 or older. It provides neutral record-comparison guidance and does not promise a return, replacement, refund or delivery outcome. The current product record and policy pages remain the sources to check for the specific order.