Product recall


On August 7, 2018 we initiated a product recall in Canada for one specific batch of Durex Real Feel® Extra Lubricated 10ct condoms (UPC 0 67981 98715 7). No other Durex products are affected by this recall.


About the recall

The safety of our consumers always comes first, and this is reflected in our rigorous quality standards. We recently found that one batch of Durex Real Feel® Extra Lubricated 10ct condoms (UPC 0 67981 98715 7) made earlier this year are not passing our stringent shelf-life durability tests.

Only one batch is affected and, working closely with the Health Canada, we have decided to recall the affected batch.

We are recalling Durex Real Feel® Extra Lubricated 10ct condoms (UPC 0 67981 98715 7) with the following batch number:

  • 1000443254

Batch numbers are shown on the bottom of the pack and on the foil wrapping of individual condoms, as illustrated in the pictures below.

If you have any questions, please call the Durex care line at 1-800-320-9738 or email Consumer.relations@Rb.com. Hours of operation are Monday to Friday from 9:00 a.m. to 5:00 p.m. EST

We apologise for the inconvenience this may cause you.

The Durex Real Feel® Extra Lubricated 10ct condoms (UPC 0 67981 98715 7) recall specifically relates to the batch number listed above and doesn’t affect any other Durex products.

Returns and refunds

If you have bought any Durex Real Feel® Extra Lubricated 10ct condoms (UPC 0 67981 98715 7) with the batch number listed above, please call 1-800-320-9738 to receive instruction on returning affected product. Hours of operation are Monday to Friday from 9:00 a.m. to 5:00 p.m. EST.

Alternatively, you can return the products to the store you bought them from for a full refund.


FAQs


1. What exactly is the issue with these condoms?

Our internal testing has shown that a limited number of Durex Real Feel® Extra Lubricated 10ct condoms (UPC 0 67981 98715 7) may not meet our stringent quality criteria. There is only one batch affected in Canada. We are recalling Durex Real Feel® Extra Lubricated 10ct condoms (UPC 0 67981 98715 7) with the batch number 1000443254. No other Durex products are affected.


2
I bought a pack but cannot recall where. Can I return it here?

Absolutely. Please return all unused Durex Real Feel® Extra Lubricated 10ct condoms
(UPC 0 67981 98715 7)
with the batch number 1000443254. Please call 1-800-320-9738 to receive instruction on returning affected product. Hours of operation are Monday to Friday from 9:00 a.m. to 5:00 p.m. EST.


3. I bought a pack but already used a few condoms, should I return? Will I get refunded?

That's not a problem. Please return all unused Durex Real Feel® Extra Lubricated 10ct condoms (UPC 0 67981 98715 7) with the batch number 1000443254 and we will either give you a full refund for the original pack, or some alternative products of at least the same value.


4. I threw the outer packaging away – how can I know if my product is affected?

We are asking you to return your Durex Real Feel® Extra Lubricated 10ct condoms (UPC 0 67981 98715 7) with the batch numbers 1000443254. You will find the batch number on the bottom of the pack and on the foil wrapping of individual condoms.

5. I recently used these condoms – am I safe?

There is no immediate concern associated with Durex Real Feel® Extra Lubricated 10ct condoms (UPC 0 67981 98715 7). Out of an abundance of caution, we are asking you to return your Durex Real Feel® Extra Lubricated 10ct condoms (UPC 0 67981 98715 7) with the batch number 1000443254 and to not keep using them.

Please return all unused products and we will happily either give you a full refund for the original pack, or some alternative products of at least the same value. 

6. I have a latex allergy, what other condoms should I use?

There are a number of latex free condoms on the market. We are only recalling one specific batch of Durex Real Feel® Extra Lubricated 10ct condoms (UPC 0 67981 98715 7). All other Durex Real Feel® condoms are deemed safe when used as directed.

7. How can I return the condoms? And how will I be compensated?

We will happily either give you a full refund for the original pack, or some alternative products of at least the same value.

To return your unused condoms, you have the following options:

(1) Call 1-800-320-9738 to receive instruction on returning affected product. Hours of operation are Monday to Friday from 9:00 a.m. to 5:00 p.m. EST.

(2) Alternatively, you can return the products to the store you bought them from for a full refund.

Information last updated: August 7, 2018