The packaging of Durex Invisible was damaged or already opened at the time of purchase. How should I properly file a complaint with the seller?

Condoms belong to a category of products where packaging integrity is critically important. Damaged or previously opened packaging creates a risk of compromised sterility and safety, so such a product is considered defective, regardless of whether it was used or not.

You should act as follows:

Do not use the product

Document the damage to the outer packaging and the individual blister packs

Keep the box, receipt, and, if possible, record the date and place of purchase

Contact the seller as soon as possible

In your written complaint, clearly state that the product was purchased with damaged or opened packaging and cannot be used safely as intended. In this case, the seller is obliged to accept the product and offer either a replacement or a refund.

A refusal based on the argument that it is an “intimate product” is unlawful, since the issue concerns a defect, not a change of mind.

If the seller delays the review or refuses verbally, make sure to submit the complaint in writing. Publishing the case on Xolvie helps formally document the violation and often speeds up resolution.