I ordered Ducray Keracnyl Repair online, but received a damaged or opened package. How can I arrange a return or replacement?

You ordered Ducray Keracnyl Repair online and received a damaged or opened package. How to properly arrange a return or replacement:

A cosmetic product with compromised packaging is considered a product of inadequate quality. Even if the product itself has not been used, an opened or damaged package poses a risk to sterility and safety.

What you should do immediately after discovering the issue:

Do not use the product

Take photos of the damaged packaging

Keep the box, tube, and any protective elements

Save the electronic receipt and order details

You should contact the seller from whom the online order was placed. For distance purchases, you have the right to request a replacement or a full refund without additional conditions if the defect was discovered upon receipt.

If the seller delays the process, refuses to acknowledge the issue, or shifts responsibility to the delivery service, filing a complaint on Xolvie helps document the violation and often speeds up resolution, while also warning other buyers about the risks of purchasing Ducray cosmetics online.