What to disclose and preserve when you discover that an opened SEWARD shipment contains the wrong item.
Opening the package does not end the reporting process
If you opened the package before realizing that the item was wrong, you can still report the mismatch for review. The current SEWARD Refunds and Returns page asks customers who receive an item different from what they ordered to provide the order number and photographs so the received product can be compared with the order. It does not state that merely opening the packaging automatically prevents a review.
Opening may nevertheless affect what can be verified, so describe the condition honestly. State when you noticed the mismatch, which seals or inner packages were opened, whether the item was removed or used, and whether any labels, accessories or protective materials remain. Do not conceal use or recreate packaging to make it appear unopened.
Preserve the available evidence
Keep the item, accessories, outer parcel and inner packaging available. Take clear photographs of the product, identifying labels, packaging and the condition of any opened seals. Include the order number, delivery date and a short explanation of how the received item differs from the ordered item. SEWARD requests that an incorrect-item issue be reported within seven days of delivery under its commercial policy, while also stating that this reporting request does not cut off mandatory legal rights.
Contact support before sending anything back. The published policy says the team reviews the information and then discusses a replacement or refund depending on the issue and availability. It also says that reporting a problem does not guarantee a refund. Consequently, neither “opened means automatically rejected” nor “opening has no effect at all” is a reliable conclusion. The appropriate resolution depends on the documented condition, the case review, stock availability and any applicable consumer rights. Purchases from another seller must be handled under that seller’s process.