Your Rights When a Product Is Recalled
When a product is recalled, you have the right to a remedy. This typically means a refund, replacement, or repair at no cost to you. Companies are required to honor recalls, and there are steps you can take if they resist.
This guide walks you through the process of claiming your remedy, what to do if you lack a receipt, and how to escalate when companies are uncooperative.
Types of Remedies
Recall notices specify what remedy the company is offering. Common options include:
Full Refund
The company returns your purchase price. This is the most common remedy for lower-cost items. Some companies offer refunds without requiring you to return the product, while others need the item back.
Replacement Product
You receive a new, corrected version of the product. This is common for items where the defect has been fixed in newer production runs.
Repair
The company fixes the defect. For large appliances and vehicles, technicians may come to your location or you may need to bring the item to a service center. Repairs must be free of charge.
Partial Refund or Store Credit
Some recalls, especially for older products or when the hazard is less severe, offer partial compensation. Store credit may be offered instead of cash.
Retrofit Kit
Some recalls provide a kit you can use to fix the problem yourself. This is common for furniture tip-over risks (anchoring kits) or minor electrical issues.
How to Claim Your Remedy
Step 1: Verify Your Product Is Affected
Before contacting the company, confirm that your specific product is included in the recall:
- Check the model number against the recall notice
- Verify the serial number or lot code
- Confirm the manufacture date range
Not all products that look identical are necessarily recalled. Production dates and serial numbers matter.
Step 2: Contact the Company
Use the contact information provided in the recall notice:
- Phone: Most recalls include a toll-free number
- Website: Many companies have online recall claim forms
- Email: Some companies accept claims via email
Have the following ready when you call or fill out a form:
- Product model and serial number
- Date and place of purchase
- Receipt or proof of purchase (if available)
- Your preferred remedy (if options are offered)
Step 3: Follow Their Process
Companies have different processes for handling recalls:
Return by Mail: They may send a prepaid shipping label for you to return the product.
In-Store Return: Some retailers process returns at their locations.
Pick-Up Service: For large items, the company may arrange pickup.
Repair Appointment: For vehicles and appliances, you may need to schedule service.
Document every step: save emails, note phone call dates and representative names, and keep tracking numbers.
Step 4: Receive Your Remedy
Processing times vary:
- Refunds: Usually 2 to 6 weeks after the company receives your return
- Replacements: 2 to 8 weeks depending on availability
- Repairs: Varies based on scheduling and parts availability
If you do not receive your remedy within the stated timeframe, follow up with the company.
What If You Do Not Have a Receipt?
Many consumers worry they cannot get a remedy without proof of purchase. Here are your options:
Check for Alternative Proof
- Bank or credit card statements showing the purchase
- Email confirmations if you bought online
- Product registration with the manufacturer
- Warranty cards you may have filled out
Ask About Receipt-Free Options
Many companies accept claims without receipts:
- They may verify purchase through their own records
- They may offer a reduced remedy (partial refund)
- They may accept a sworn statement about your purchase
Be Persistent
If the first representative says a receipt is required, politely ask to speak with a supervisor. Companies often have flexibility that front-line staff may not mention initially.
Dealing with Uncooperative Companies
Most companies handle recalls professionally, but some may resist or delay. Here is how to escalate:
Document Everything
Keep records of:
- Dates and times of all contacts
- Names of representatives you spoke with
- What they said and what they promised
- Confirmation numbers and reference numbers
Escalate Within the Company
- Ask to speak with a supervisor or manager
- Request the contact information for their recall department
- Send a formal written complaint via certified mail
File a Complaint with the FTC
The Federal Trade Commission handles complaints about unfair business practices:
- File at ReportFraud.ftc.gov
- Describe the recall and the company's failure to provide a remedy
- Include documentation of your attempts to resolve the issue
Contact Your State Attorney General
State consumer protection offices can intervene:
- Search for your state's consumer protection office
- File a formal complaint
- Many states can mediate disputes between consumers and businesses
Dispute with Your Credit Card Company
If you paid by credit card:
- File a dispute for the transaction
- Explain that the product was recalled and the company will not honor the remedy
- Provide documentation of the recall and your attempts to get a remedy
Credit card disputes typically must be filed within 60 days of the statement showing the charge, but some card issuers allow longer periods for safety issues.
Consider Small Claims Court
For significant purchases where other methods fail:
- Small claims limits vary by state (typically $5,000 to $10,000)
- You do not need a lawyer
- Filing fees are usually low (under $100)
- Bring all your documentation to court
Special Situations
Company Is Out of Business
If the company no longer exists:
- Check if another company acquired them (the new company may honor recalls)
- File a claim with your credit card if the purchase was recent
- Report to the CPSC so they can update their records
Product Was a Gift
You can still claim a remedy even without a receipt:
- The recall is about safety, not proof of your payment
- Explain the situation to the company
- Offer any available information about when and where it was purchased
Very Old Products
Some recalls apply to products made years ago:
- Contact the company; many will still honor old recalls
- Check if there is a deadline mentioned in the recall notice
- For vehicles, safety recalls have no expiration and must be honored indefinitely
Key Takeaways
- You have the right to a remedy when a product is recalled
- Lack of receipt is not always a barrier; ask about alternatives
- Document all interactions with the company
- Escalate through proper channels if the company is uncooperative
- Government agencies and credit card companies can help when needed
- Vehicle safety recalls never expire
Getting your remedy may require persistence, but the system is designed to protect consumers. Do not give up if you encounter initial resistance, and know that you have options beyond the company itself.