What do I do in the case of a recall? (Germany)
The merchant is obliged to notify Galaxus immediately in the event of a planned recall and to provide full information on all measures taken.
In the event of a product recall, speed, transparency and precision are crucial for the safety of our customers.
For each recall, we require information on the following points via the following link: Ask your question – FAQ
Precise Product Identification (What is affected?)
We need to be able to identify the product beyond any doubt in order to deactivate listings. Please provide the product name and brand as well as identifying numbers (GTIN), ideally with direct URLs to our platform. If necessary, please also state the affected batch number/lot number, best-before date (BBD), production date and serial numbers.
Reason for the Recall (Why is it being recalled?)
We also require a detailed description of what is wrong with the product (e.g. contamination, material defect, incorrect labelling). The resulting risk (e.g. risk of choking, electric shock, health risk due to allergens, fire hazard) is also relevant. We also need to understand whether this is a recall ordered by the authorities or a voluntary recall by the manufacturer/merchant.
Communication to End Customers and Further Measures (How was the recall carried out?)
Please enclose a copy of the notification sent to customers so that we can understand how they were informed. We are also interested in any further measures taken, such as adjustments to internal controls and processes.
Contact Person
We require the name, telephone number and email address of a responsible person on the merchants side who can be reached if there are any queries.