A procedure for retailers and online sellers to make sure products are safe, monitor and investigate safety complaints, notify authorities, and carry out a product withdrawal or recall – with a safety incident log, recall notice and customer letter.
Retail & e-commerce
Product Safety, Complaints and Recall Procedure
About this document
Retailers and online sellers must only supply safe products and must act if they learn a product is unsafe – including telling the authorities and helping with recalls. Distributors (including retailers and many online sellers) have specific duties, and if you import products or put your own brand on them you are treated as a producer, with greater responsibility.
The document is laid out in the sections below. Each one comes with a plain-English guidance note explaining what it does and what to change.
Our templates are professionally structured starting points for UK businesses, not legal advice. For anything complex, unusual or high-value, have your final version checked by a solicitor.
Included in the pack
Retail & e-commerce
for every document in this category
Editable Microsoft Word files
Guidance notes in every document
Written for UK businesses
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