Product Compliance and Product Recalls
Fruugo mandates that all retailers must only sell compliant products on the platform, however in the event we identify a non-compliant product on the platform, this item will be removed from sale. This may include, but is not limited to, unsafe products, products which fail to meet the specific product requirements, products which fail to meet labelling requirements, or products which are prohibited/restricted or contain a prohibited/restricted ingredient.
When we are alerted by a government or regulatory authority that a non-compliant product has been advertised on Fruugo we will immediately suspend this product from sale and notify you about this. We may be required to pass your seller details across to the government or regulatory agency so they can contact you directly. You must respond to and comply with any requests sent by a government or regulatory agency.
We refer you to our designated wiki pages on product compliance on Fruugo here which should continue to monitor for further updates -
Please note, the wiki pages and guidance provided by Fruugo does not constitute legal advice. We expect all sellers to be aware of their compliance obligations, and to ensure they are only selling compliant products on the platform.
Product Recalls
In the event a non-compliant, illegal, dangerous or unsafe product has been made available for sale and purchased by consumers on the platform, Fruugo may conduct a product recall for this item. The product recall process involves Fruugo contacting all consumers who have purchased an affected item, and informing them of the risks associated with the item. Fruugo will instruct a consumer to safely dispose of the item in exchange for a full refund at your expense.
Under your own compliance obligations, depending on your role within the supply chain, you may also be required to conduct a product recall to all consumers who have purchased the affected item. In the event that you are required to conduct a recall, you must offer a customer at least two remedies - a repair, a replacement or a refund. Wherever possible you should follow the customer's requested remedy. Where the remedy offered (e.g. a repair or replacement) differs from the remedy offered by Fruugo (a refund), we will instruct a customer to follow the instructions provided on the recall by you.
If a customer contacts you about a recalled item, you must engage in discussion with the customer to ensure that the issue is resolved promptly. This includes offering a suitable remedy, or providing further information about the defective product.
In the event you conduct a product recall, you must inform the Fruugo Legal Team of this including information on the product affected, and the risk associated with the product. As a supplementary measure Fruugo may also contact all affected consumers and display a product recall notice on our designated recalls page on the website page.
Further information on product recalls may be found here.