Terms & Conditions

INTRODUCTION

This Return or Product Recall Policy formalizes our commitment to supporting the principles of food safety by ensuring that all out of specification products which are in the market are returned, recalled or withdrawn without any delays.

 

PURPOSE OF THE POLICY

To ensure that all out-of-specification product that is in the market (i.e. after delivery) is returned, recalled or withdrawn and handled as part of food safety procedures to protect the health of our customers and the public at large.

SCOPE

This policy is applicable to any product identified as requiring recall, i.e. unsafe for human consumption, or withdrawal of the product where there is a quality issue) or return where the product is not required / past use-by date.

 

RESPONSIBILITY

In the event of the company becoming aware of an already dispatched non-conforming product, the Food Safety & Quality Manager will initiate the following product recall procedure:

 

WITHDRAWAL / RECALL

  • Key staff & management are to be informed immediately.
  • Non-conforming product details are to be obtained from records using the traceability system.
  • Details of distributor (where applicable), delivery destination and quantity of all non-conforming product, are to be ascertained and documented.
  • The contact at the distributor (where applicable) and delivery destination is to be contacted as soon as possible thereafter. Details of the non-conforming product will be given to this/these person(s) and a recall request made to isolate the non-conforming product for return. A record of this contact will be maintained. Where deemed necessary (e.g. in case of difficulty in contacting the customer), emails or registered letters will also be dispatched or contact in person attempted.
  • All recalled, withdrawn or returned product will be examined by Food Safety and Quality Manager and will make a decision on the fate of the product after the investigation is completed i.e. consigned to waste (all recalled and withdrawn product, or unusable returns), or reworked / re-graded (for product that is of acceptable quality).
  • On return of the non-conforming product to the site, the product label is to be used to identify the product according to the company traceability system.
  • All product from the same batch and deemed related product is to be investigated and its conforming/non-conforming status reassessed. If deemed related, this must also be recalled in accordance with this procedure.
  • If a situation arises where a known non-conforming product has reached the final consumer, all necessary resources are to be used to establish the identity of the consumer and notify the consumer of the problem and retrieve the non-conforming product as soon as possible.
  • If necessary, a product recall notification may be prepared detailing following:
  • Company Name
  • Product Name
  • Product Details
  • Batch Identification Code
  • Reasons for Recall
  • Action Required
  • Contact Details
  • If it is established that recalled product has been resold over a wide area to unknown consumers, the printed media (and radio) will be used to issue a product recall notice (See Sample Recall In-store Notification or Paid Newspaper Advertisement.
  • All available resources shall be used to protect the customer from harm in such circumstances.
  • The cause of the issue shall be fully investigated and corrective action implemented and verified with the Competent Authority before resumption of normal business.
  • A withdrawal/recall record must be maintained to capture all appropriate information about the food recall/withdrawal. Food Safety & Quality Manager must ensure that the record is maintained up to date during the recall/withdrawal and is verified, signed and dated upon completion of the withdrawal/recall. This record will include:
  • List of all communications (including phone calls), their time, date, name of person and brief details of the communication.
  • Any actions/decisions made.
  • A detailed investigation will be carried out following for the non-conformance:
  • Determine what may have gone wrong in the process.
  • Quantify the product affected.
  • Determine the degree, if any to which the safety and quality of the product has been affected.
  • Document results of any analysis carried out on the non-conforming product.
  • Document details of corrective action carried out to (a) ensure the product was dealt within a food safe manner and (b) to prevent recurrence of non-conformance.
  • Reference any staff training that may be required as part of the corrective action
  • All documentation relating to the issue will be collated and made available to the Competent Authority.
  • This withdrawal/recall procedure will be tested on an annual basis to ensure it’s continued validity, the procedure as listed above followed and the relevant information recorded in the withdrawal/recall record.