Recalls during COVID-19 Alert Levels

What to do for consumers

You may not be able to return a recalled consumer product during some Alert Levels. The COVID-19.govt website provides guidance on the current Alert Level where you are and any restrictions in how you can interact with businesses.

COVID-19.govt

If the Alert Level means you can’t return a recalled product:

  • Label it as a recalled product and store it in a secure area out of reach of children until you can return it.
  • For larger electrical appliances such as washing machines or ovens stop using them and let other people at home know that they should not be used.
  • For recalls on vehicles - you should contact the vehicle manufacturer to check if it is safe to continue driving, to find out if there’s any issues you should be looking out for or any precautions that should be taken.
  • Contact the business, such as by email, to let them know that you have the product and that it is stored in a secure place until you can return it - they may organise a time for repair work or return at the appropriate Alert Level. There may be a delay, so please remember to be sympathetic and consider the business’s situation as well as your own.

What to do for businesses

You may not be able to receive a recalled consumer product during some Alert Levels. The COVID-19.govt website provides guidance on the current Alert Level where you are and any restrictions in how you can interact with customers.

COVID-19.govt

If the Alert Level means customers can’t receive a recalled product, in your recall communications you can help customers to stay safe by asking them to:

  • Label the product as a recalled product and storing it in a secure area out of reach of children until they can return it.
  • Provide proof of ownership, dispose of the product if it cannot be repaired, and let them know when you will be able to provide a replacement or refund.
  • For larger electrical appliances such as washing machines or ovens stop using them and let other people at home know that they should not be used.
  • You can also let them know that you will organise a time for repair work or replacement at the appropriate Alert Level. If there may be a delay, let them know.