Amazon Customer Recall NoticeAmber Baby Teething Voluntary Product Recall FAQ’s
During the past few weeks there has been a European wide investigation into amber teething products for babies under 36 months. We have been working closely with Trading Standards in the UK. We take safety extremely seriously.
Trading Standards test results have indicated that if a baby puts a necklace, anklet or bracelet into their mouth there is a potential risk of choking as well as strangulation from the necklace. Trading Standards have now recommended that we conduct a voluntary product recall as a preventative measure.
Please follow the information below carefully to help you make an informed decision about what action you wish to take.
To Apply for a Refund please click here to download the form with the details, to locate your order and speed up the process please fill in as much information as possible!
1. Why are the amber necklaces and anklets are being recalled?
There is a current EU-wide investigation into amber teething products due to concern that they may represent a potential choking hazard. Tests are being undertaken and results have indicated that if a baby puts an anklet or bracelet into their mouth there is a risk of choking as well as a risk of strangulation. We have been working closely with Trading Standards during the course of this investigation, and they have now recommended that we conduct a voluntary product recall.
The amber in itself is not intrinsically harmful – it is the composition of the products from small parts which has been found to be potentially hazardous.
2. Does the recall apply to adult or child amber necklaces and bracelets?
No – adult and child jewellery is not affected. Any potential hazard applies to children under 36 months (3 years) only.
3. Are other products are being recalled?
No other Amber Pumpkin products are affected.
4. Has anyone come to any harm?
No, the recall is a precautionary measure.
5. Why were Amber Pumpkin selling goods that are now being recalled?
At the time you were sold the product(s) we believed that all of our products met current EU safety requirements, and that they could be beneficially used if care was taken to follow the safety guidelines we issue with every purchase. We personally use (and have historically used) the products with our own children and were happy to sell them, together with guidance on how to use them safely. Indeed, other countries within the EU and beyond are currently continuing to sell amber teething products, provided that this is done with appropriate guidelines.
However, given the new testing and the subsequent advice of UK trading standards, we now need to recall the products. We are very sorry for any worry and inconvenience this may cause and we will do our very best to try to ensure that this situation is resolved in a way that everyone is satisfied with.
6. Why are you recalling when others are still selling amber teething products?
We cannot comment on individual retailers, but perhaps they have not yet been contacted by Trading Standards. Possibly they are aware of the new guidance, but they are choosing to flout this. Whatever the reason may be, it is recommended that you do not purchase any amber teething products from any retailer at this time.
7. I live in Ireland / elsewhere outside of the UK – does the product recall apply to me?
At the current time some countries outside of the UK are continuing to allow the sale of amber teething products, so long as these are issued with safety guidelines. To our knowledge, this is currently the case in Ireland and some other European countries. However, we are contacting all of our customers regardless of geographical location so that all individuals can make an informed decision on whether to keep or to return their products.
8. What does this mean for me having bought an anklet or necklace?
Trading Standards are advising all UK amber retailers to contact all customers as far as possible to advise of the outcome of the tests and to offer a voluntary product recall.
9. What is a voluntary product recall?
It means that if you have any concerns about the recalled product(s) you may return them and apply for a full or partial refund.
10. I like my baby’s anklet / necklace – does it have to be recalled?
No, this is a voluntary recall however the advice from Trading Standards is to recall the product. If you continue to use them you are aware of the risks. Alternatively, you may choose to return the item(s) and apply for a refund.
11. What information do you need for me to return the item?
You need to complete the form and send it back to us, together with the recalled item(s). Proof of postage should be obtained as we will not be able to issue items which go missing without this. Details such as the date of your order, and the order number, are required to help us to locate your order.
12. How will you refund me?
We will do our best to fulfil all requests for refunds. We will refund the credit card associated with your Amazon account.
13. How long will it take for me to receive a refund?
We aim to process refunds within 5 working days of receipt of the recalled items. However, we are a small team and depending on the volume of refund requests, it may take longer. We will e-mail you to let you know when your refund is processed. Refunds will be processed in the order that they are received at our offices. In the case of significant delays, we will update the website.
14. I’ve lost my anklet / necklace – can I claim?
We need products to be returned in order to issue a refund. If you have lost the item(s) we will not be able to offer a refund unless they are subsequently found and returned.
15. I bought a necklace from another retailer, can I claim from you?
We can only offer a refund to purchasers who have bought the products from Amber Pumpkin. You need to approach the retailer you bought items from for advice on what to do.
16. I received the item as a gift from a friend – what do I do?
In this case, the person who gave you the item(s) can make a claim for a refund on your behalf using the procedure outlined above.
17. What will happen to Amber Pumpkin?
If we can, we will continue to offer alternative products for mothers and babies that can assist with the difficulties associated with teething. We also hope to continue to supply adult and child amber jewellery. However, we are a small business and it is possible that the product recall will put us out of business. We will update the website homepage if this happens.
18. I still have a teething baby – what can I do?
You can try other methods to help to soothe the discomfort and symptoms associated with teething. These include teething toys for babies to chew on, soothing oils, and dribble bibs – a wide selection of alternative products are available on our website. You may also wish to speak with a health visitor or other health professional who can advise you on how to cope with the stresses of teething.
19. What do I do if I still have a question or if I want to speak to someone about this?
We may be very busy processing refunds at this time. For further help, please e-mail us at email@example.com and we will respond to your request as soon as we can. Please be aware that, depending on the volume of refunds we are making, there may be a delay in replying to you.