I bought Durex Extra Safe, but the size turned out to be unsuitable, even though the package was unopened. Is a return or exchange possible?

You purchased Durex Extra Safe, but the size turned out to be unsuitable, while the package was unopened. Is a return or exchange possible? Here is the practical explanation:

If the outer packaging has not been opened, the individual wrappers inside are intact, and the product remains in resalable condition, the outcome depends on how the purchase was made.

For online purchases, the buyer has the right to refuse a product of proper quality within the legally established period, provided the packaging is unopened and there are no signs of use.

In this case, you may request a refund or an exchange, citing that the product did not meet your needs in terms of parameters.

For purchases made in a physical store, size is unfortunately not considered a defect. Even if the package is unopened, sellers are not legally required to accept returns for intimate products.

However, some retailers may agree to an exchange as a goodwill gesture, based on their internal policies.

What is recommended:
– keep the receipt and packaging
– do not open the box
– contact the seller as soon as possible
– record the seller’s response (approval or refusal) in writing

If the seller refuses without explanation or provides misleading information, a complaint on Xolvie helps document the situation, draw attention to unfair return practices, and warn other buyers.