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Before you do anything, keep everything - the original packaging, the product, the cloths it was wrapped in, all of it. The photos have to be clear and show the damage well, from several angles if possible. This might seem obvious, but lots of people snap photos in a rush and then when they need to prove it, the quality is rubbish and the seller gets an excuse to refuse.
Your initial contact is always crucial: if it was online, start with a message or email - keep everything documented in writing. Say exactly what's damaged, when you received it, and what kind of resolution you want (refund, replacement, or repair). Don't leave any openings. If you have a credit card or purchase reference, have that handy too. A lot of the time the deadline for complaints is short, sometimes between 7 to 15 days, so don't let it slip by.
If the seller gives you the runaround - and some do - you've still got the option of the platform where you bought it. If it was a marketplace like Worten or Fnac, they usually have buyer protection. If it was directly on a store's website, things get a bit trickier, but the registered email stays as proof. Never accept a "sorry, that's the courier's responsibility" - the seller is the one who has to guarantee the product arrives in good condition. That's their problem to sort out with the courier, not yours.
It depends on where you bought it. If it was from an online store, log into your account, find your order and there's always a "report problem" or "open complaint" option - take photos of the damaged product and packaging before you do anything. If it's from a physical store, take the product there with your receipt and ask to speak with the manager. In most cases you can get a replacement or refund within a few days, but the sooner you act the better.
The first thing is to contact the seller or the platform where you bought it from - but don't expect them to sort it out on their own. If it was at a physical store, go back there with the product and your receipt; they usually do an exchange on the spot or give you your money back. The important thing is to act fast, because later it becomes harder to prove it arrived that way.
If it was online, the previous answer covers the basics well, but there's a detail a lot of people forget: keep EVERYTHING - photos of the damaged product, the packaging, the shipping label, the emails. Some sellers try to argue that the product was like that when it left their warehouse, so documentation is your shield. Open a complaint on the platform (if there is one), but also send a direct email to the store with the photos attached and a clear description of the damage. Give them a reasonable timeframe - like 5-10 days - to respond.
If you still can't sort it out, you have the right to file a complaint with the CNPC (Centro Nacional de Protecção do Consumidor) or with your regional consumer protection authority. There's also the option of a chargeback on your phone/credit card if the seller just disappears. But honestly, 90% of cases get resolved on the first try if you're polite but firm and show that you have everything documented.
Take photos of everything - the damaged product, the packaging, how it arrived - because that's gold when you need to prove it wasn't your fault. Also keep the tracking number and receipt, because otherwise it's easier for the seller to mess you around by saying you opened it wrong or dropped it.
With the evidence in hand, contact whoever sold it to you directly. If it was a marketplace like Mercado Libre or OLX, use the platform's messaging tab itself - everything gets recorded. If you bought straight from a store's website, look for "contact," "customer service," or a complaint form. Send the photos along and explain the situation clearly, no drama. Most stores will sort it out with a replacement or refund when you have proof.
If the seller doesn't respond or refuses, then you can escalate to the platform - if there is one - or contact your region's consumer protection agency. But honestly, most of the time you don't need to go that far; when you show up with good photos and your order details, people fix it quick so they don't trash their reputation.
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