Product Recall

Product Recall

 

On 01/08/2018 we initiated a product recall in Singapore of 3 batches of non-latex Real Feel condoms. 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 a limited number of non-latex Real Feel condoms made earlier this year are not passing our stringent shelf-life durability tests.

There is no immediate safety concern for consumers and only 3 batches are affected. Working closely with the relevant regulatory authorities, we have decided to recall the 3 affected batches.

We are recalling non-latex Real Feel condoms with the following batch numbers:

- 1000433144
- 1000438055
- 1000422259

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, we encourage you to message us on @DurexSingapore Facebook page or call the Durex Consumer Careline at 1-800-875-0770 (Monday to Friday, 9.00am to 5.30pm).

We apologise for the inconvenience this may cause you.

The Real Feel product recall specifically relates to the 3 batch numbers listed above and doesn’t affect any other Durex products.

 

Returns and refunds

If you have purchased any non-latex Real Feel condoms with batch numbers listed above, please return directly to Durex free of charge following the refund process below:

1. Mail in affected Durex Real Feel to Durex Real Feel,1 Sophia Road #04-14 Peace Centre, Singapore 228149.
2. Include Full Name, Phone Number, Bank and Bank Account Number with the product.
3. Receive Cash Bank in within 14 Days

The personal data provided to the mailing address above (including without limitation you and where applicable your child’s, identification, contact details and other personal data obtained hereafter), [collectively referred to as "Personal Data"] may be recorded, stored or otherwise processed by Reckitt Benckiser (S) Pte Ltd and/or its affiliates (collectively, "RB"), within or beyond Singapore, for purposes relating to the recall of Durex “Real Feel” products ("Purpose").

I agree that, RB and/or any third party under contract with RB, may contact me from time to time, by telephone, mail or other electronic means in relation to the Purpose. RB wishes to inform you that your Personal Data may be disclosed to RB Affiliates and/or third parties which may be located beyond of Singapore to process Personal Data to facilitate the Purpose.
You may request for the correction of the Personal Data or limit the processing of the Personal Data or direct your questions about our use of the Personal Data, at any time thereafter by submitting such request to our Consumer Careline 1800-875-0770 (Monday - Friday, 9.00am - 5.30pm).

By proceeding to use this website you agree that you have read and understood the terms of this Privacy Notice and our Privacy Policy here and consent to the processing of the Personal Data as described above.

FAQs  

 

1. What exactly is the issue with these condoms?

Not meeting ISO standards on AGEING: Our internal testing has shown that a limited number of non-latex Real Feel condoms may not meet the international ISO standard throughout their shelf-life. There is no immediate safety concern for consumers and only a limited number of batches is affected. In Singapore, we are recalling non-latex Real Feel condoms with the batch number 1000433144, 1000438055, 1000422259.

No other Durex products are affected.

 

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

If you have purchased any non-latex Real Feel condoms with batch numbers listed above, please return directly to Durex free of charge following the refund process below:

1. Mail in affected Durex Real Feel to Durex Real Feel, 1 Sophia Road #04-14 Peace Centre, Singapore 228149.
2. Include Full Name, Phone Number, Bank and Bank Account Number with the product.
3. Receive Cash Bank in within 14 Days.

 

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 non-latex Real Feel condoms with the batch number 1000433144, 1000438055, 1000422259 and we will give you a full refund for the original pack.

 

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


We are asking you to return your non-latex Real Feel condoms with the batch number 1000433144, 1000438055, 1000422259. 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 reason to be worried. These non-latex Real Feel condoms are safe if you used them as instructed. But we are asking you to return your non-latex Real Feel condoms with the batch number 1000433144, 1000438055, 1000422259 and to not keep using them.
But if you are still concerned, please return all unused non-latex Real Feel products and we will happily give you a full refund for the original pack.

 

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

We are only recalling 3 batches of non-latex Real Feel condoms. All other Real Feel non-latex batches are not affected.

 

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

If you have purchased any non-latex Real Feel condoms with batch numbers listed above, please return directly to Durex free of charge following the refund process below:

1. Mail in affected Durex Real Feel to Durex Real Feel, 1 Sophia Road #04-14 Peace Centre, Singapore 228149.
2. Include Full Name, Phone Number, Bank and Bank Account Number with the product.
3. Receive Cash Bank in within 14 Days.

 

Information last updated: 01/08/2018