Your rights when a product is recalled
Refunds, repairs and replacements after a recall in the UK, who is responsible, and what to do if a shop or manufacturer won't help.
When a product is recalled, the business responsible usually offers a refund, a repair or a replacement. Here is how that works in the UK and what to do if you get the runaround.
Who runs the recall
A recall is normally run by the manufacturer, the importer or the brand that sold the product under its own name. The notice will tell you who to contact. Shops that sold the product often help too, for example by taking items back over the counter.
Recall notices are published by the Office for Product Safety and Standards (OPSS) for most consumer goods, the Food Standards Agency for food, the DVSA for vehicles and the MHRA for medicines and medical devices. Every recall on our site links to the official notice.
What you are usually offered
- A refund, often without needing a receipt.
- A repair, sometimes done in your home or by sending you a free part.
- A replacement with a safe version of the product.
What you get depends on the recall. You normally do not have to pay anything, including postage or collection. If you are asked to pay, check the official notice first.
Your wider consumer rights
A recall sits on top of your normal rights under the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose and as described. A product with a safety fault is unlikely to meet that standard. Within 30 days of buying you can usually reject faulty goods for a full refund. After that, the shop must normally offer a repair or replacement first, and a refund if that fails.
Your claim under the Consumer Rights Act is against the shop you bought from, not the manufacturer. A recall, on the other hand, is usually handled by the manufacturer, and it often covers products bought years ago or second-hand.
No receipt?
Most recalls do not need a receipt, because the aim is to get unsafe products out of homes. You may be asked for a photo of the product, the model number or the batch code. Keep the product until you know what the recall asks you to do.
If nobody will help
- Contact the business named on the recall notice in writing, and keep a copy.
- If you bought the item recently, also go back to the shop and rely on your Consumer Rights Act rights.
- Get advice from the Citizens Advice consumer helpline, which can pass the case to Trading Standards.
If anyone has been hurt by a recalled product, get medical help first, then keep the product and its packaging as evidence.
More guides
- How to report an unsafe product in the UK
- Understanding allergy alerts and allergen labelling
- What happens when a medicine is recalled
- How to check if a product has been recalled
This guide is general information, not legal or medical advice. Always follow the official notice for a specific recall. Read our editorial policy or see all guides.