Product Safety and Recall Policy

1. ★ If there is immediate danger#

2. Your right to a safe product#

2.1 Article 3(A)(1) of the Consumer Protection Law No. (7) of 2017 gives the consumer the right to obtain goods or services that achieve their purpose without causing any harm to their interests or health in normal or expected use.

2.2 Article 6(A)(1) treats a good as defective where it lacks the safety requirements for its normal or expected use. Article 6(A)(2) treats it as defective where it does not conform to the applicable mandatory technical rules.

2.3 Article 8(B) prohibits publishing any advertisement for a good or service that is harmful to the consumer's health or safety, or of unknown origin.

2.4 Article 19 makes the supplier liable for damage arising from a defective good or service, except where it did not place it in circulation, or the damage was caused by the injured party's fault or by a cause unconnected to the supplier.

2.5 Article 20 provides that liability is joint and several among suppliers who caused the defect or knew of it.

3. How to report an unsafe product#

What we need from you#

The route#

Through the official support channels, describing the report as safety-related so it takes its priority.

4. What we do#

5. Recalls#

5.1 A recall is an action announced by a manufacturer, importer or regulator to withdraw a batch or model from the market for a safety hazard.

5.2 What we do when a recall affects an Item we sold:

5.3 A recall refund is not subject to the return window, nor to any original-condition requirement, nor to having the packaging.

5.4 We do not rely on you reading a general announcement. Anyone who bought a recalled product is contacted directly, as long as we hold their details.

6. Safety instructions#

6.1 Read the instructions supplied with the product before using it.

6.2 Article 3(A)(2) of the Law gives you the right to receive, clearly, complete and correct information about the good you buy and the conditions of its sale. Article 8(A)(2) prohibits misleading advertising about the conditions of use or its warnings.

6.3 If the instructions are incomplete, unintelligible, or in a language you do not read, tell us — that is itself a matter concerning your right to information.

7. Products needing particular care#

8. Large and heavy Items#

Additional considerations are in the Large, Heavy and Special-Handling Products Policy.

9. Escalation and the authorities#

9.1 The escalation path within Fawran is in the Customer Complaints and Escalation Policy.

9.2 You may at any time go to the competent authorities, including the Consumer Protection Directorate at the Ministry of Industry, Trade and Supply, which Article 11(B) of the Law makes competent to receive and verify complaints, and to the regulators responsible for standards and metrology or for food and drug matters, depending on the product.

9.3 You do not have to go through us first.

10. Version history#