What to do if something you own is recalled

A recall means the company has agreed – usually with a regulator – that a product isn’t safe enough and needs to be taken back, fixed or replaced. Here’s what to do, and what you’re entitled to.

1. Check it’s really yours

Most recalls only cover certain models, batch numbers, barcodes or dates. Compare the details on the recall page with the label, rating plate or packaging on your item. Model numbers on electrical items are usually on the base or back.

2. Stop using it (if the notice says so)

For anything with a fire, electric shock, choking or injury risk, stop using it straight away and unplug it. For food, don’t eat it – even if you feel fine. For medicines, don’t stop a prescribed medicine without speaking to your pharmacist or GP first.

3. Follow the instructions on the notice

The notice tells you who to contact – usually the manufacturer or the shop – and what they’ll do: refund, repair, replacement or a free part.

Do I need a receipt?

Usually not. Most recalls don’t require proof of purchase, and supermarkets will normally refund recalled food without a receipt.

What am I entitled to?

A free remedy. Recall repairs, replacements and refunds are free. You shouldn’t pay for postage or collection.
Your Consumer Rights Act protections still apply. Goods must be of satisfactory quality and safe. If a recall remedy isn’t offered, the retailer that sold it to you is still responsible.
Cars: recall work is free at any franchised dealer for the make, even out of warranty.

What if the company won’t help?

Contact the Citizens Advice consumer service on 0808 223 1133. They pass reports to Trading Standards.

Been hurt or made ill?

Get medical help first – call 111, or 999 in an emergency. Keep the product and packaging, and photos, as evidence. You may be able to claim compensation from the manufacturer.