Effective Date: 15th Febuary 2025

1. Purpose

The purpose of this Product Recall Procedure is to provide clear guidance to Groovypets UK, an online retailer of natural and sustainable pet products, in the event of a manufacturer-initiated product recall. This procedure outlines the steps to be taken to ensure customer safety, regulatory compliance, and the protection of our business reputation.

2. Scope

This procedure applies to all pet products sold by Groovypets that are subject to a manufacturer’s recall, including but not limited to:

• Hemp-based pet treats
• Organic hemp seed oil
• Hemp collars & leads
• Other natural pet accessories and wellness products

3. Definitions

3.1 Manufacturer – The entity responsible for the production and distribution of the recalled product.

3.2 Recall Coordinator – A designated individual within GroovyPets responsible for overseeing and coordinating the recall process.

3.3 Affected Products – Products identified by the manufacturer as subject to recall due to safety, quality, or regulatory concerns.

4. Roles and Responsibilities

4.1 Recall Coordinator

• Groovypets shall appoint a Recall Coordinator responsible for managing all activities related to a manufacturer’s recall.

4.2 Manufacturer Communication

• Maintain transparent and prompt communication with the manufacturer regarding the recall, including obtaining:
  • Details of affected products
  • Reason for the recall
  • Manufacturer’s recommended actions
  • Any regulatory requirements for handling recalled items

4.3 Customer Communication

• Notify customers who have purchased the recalled products with clear instructions on returns, refunds, or safe disposal.
• Provide timely updates and support to affected customers.

4.4 Product Retrieval

• Organize the retrieval of recalled products from customers in accordance with the manufacturer’s guidelines and relevant UK laws.
• Ensure safe handling and disposal of returned items where required.

4.5 Record Keeping

• Maintain detailed records of all recall-related activities, including:
  • Manufacturer communications
  • Customer notifications
  • Product retrievals
  • Refunds or replacements issued
  • Regulatory reports (if required)

5. Recall Initiation

5.1 Notification by Manufacturer

• If Groovypets receives a notification of a recall from a manufacturer, the Recall Coordinator shall be informed immediately.

5.2 Initial Assessment

• The Recall Coordinator, in consultation with the manufacturer, shall:
  • Assess the severity and scope of the recall
  • Determine the appropriate course of action
  • Identify affected customers

6. Customer Communication

6.1 Customer Notification

• Groovypets will promptly notify affected customers via:
  • Email
  • Website notices
  • Social media updates
• The notification will include:
  • Product name and batch details
  • Reason for the recall
  • Return or disposal instructions
  • Compensation (if applicable)

6.2 Dedicated Customer Support

• Customers will be provided with a dedicated email or phone support line to handle inquiries related to the recall.

7. Product Retrieval & Refunds

7.1 Product Return Process

• Customers will be given clear return instructions, including:
  • A return shipping label (if applicable)
  • Guidance on how to package and return the product

7.2 Refunds or Replacements

• Groovypets will offer affected customers:
  • Full refunds
  • Replacement products (where possible)
  • Any other compensation as deemed necessary

8. Compliance & Regulatory Reporting

8.1 Legal & Regulatory Compliance

• If required by UK law, Groovypets will notify relevant regulatory authorities about the recall.
• We will ensure all recall actions comply with UK consumer protection and product safety regulations.

9. Record Keeping

9.1 Documentation & Reporting

• Maintain comprehensive records of:
  • Recall notifications
  • Customer communications
  • Product retrieval and refunds
  • Any regulatory reports filed

10. Closure

10.1 Completion Confirmation

• Confirm with the manufacturer that all affected products have been accounted for and the recall process is complete.

10.2 Customer Notification

• Notify affected customers once the recall is resolved and provide any additional safety information, if needed.

11. Post-Recall Review

11.1 Review & Process Improvement

• Conduct a post-recall review to evaluate the effectiveness of the recall process and identify areas for improvement.

12. Revision & Updates

12.1 Regular Policy Review

• This recall procedure will be periodically reviewed and updated to reflect changes in:
  • Regulatory requirements
  • Manufacturer relationships
  • Best practices in product safety

13. Contact Information

For any recall-related inquiries, please contact:

GroovyPets UK
1 Queen Square
Bath
BA1 2HA