SafeCart · GPSR Hub

EU product recall notice template (email + website) for online sellers

Last updated: 2026-01-15. This article is for general information and does not constitute legal advice. For an actual incident, follow instructions from competent authorities and seek professional advice where appropriate.

If you’ve discovered that a product you sold may be unsafe (or you matched a Safety Gate alert to your SKU), you often need to do two things fast:

  • Withdraw the product (stop sales / delist / stop shipments)
  • If customers already have it: send a recall notice (or other corrective action notice) with clear instructions and a remedy

This page gives you copy/paste templates for:

  • A customer email recall notice
  • A website recall notice (a page you can link to from the email)

It also includes a checklist of what to fill in so your notice is actionable and trustworthy.

Before you send anything: confirm scope

Recall notices go wrong when they’re too vague. Before sending:

  • Confirm whether your exact product matches the issue (GTIN/barcode, model, batch/serial, photos/packaging).
  • Define the scope precisely: which SKUs and which batches/serials are affected.
  • Prepare your remedy flow: refund / replacement / repair, plus the return/disposal process.

If you need a broader operational checklist, see: GPSR recall obligations for online sellers.

Recall notice checklist (what to include)

At minimum, your notice should include:

  • Product identification: product name, brand, model, GTIN/barcode, batch/serial, photos/what to look for
  • What’s wrong: a plain-language description of the hazard/risk
  • Immediate actions: “Stop using”, “Keep away from children”, etc.
  • Remedy: refund / replacement / repair and how to request it
  • Return/disposal instructions: shipping label link, drop-off steps, collection info, or safe disposal guidance
  • Contact channel: email/phone/webform + support hours
  • Economic operator / company details: who is issuing the notice, address, website
  • Date + version: so you can prove what you sent and when

Template 1: customer email recall notice (copy/paste)

Subject: Important product safety recall — action required for {{PRODUCT_NAME}}

Hello {{CUSTOMER_NAME}},

We are contacting you because our records show that you purchased {{PRODUCT_NAME}} (Order {{ORDER_ID}}) from {{STORE_NAME}}.

Stop using the product immediately

Please stop using this product right away and keep it away from children.

Affected products

This notice applies to:

  • Product name: {{PRODUCT_NAME}}
  • Brand: {{BRAND}}
  • Model / variant: {{MODEL_OR_VARIANT}}
  • GTIN / barcode: {{GTIN}}
  • Batch / serial numbers: {{AFFECTED_BATCHES_OR_SERIALS}}
  • How to identify it: {{IDENTIFICATION_TIPS}}

Safety issue (plain language)

{{PLAIN_LANGUAGE_RISK_DESCRIPTION}}

What to do now

  1. {{STEP_1}}
  2. {{STEP_2}}
  3. {{STEP_3}}

Your remedy (refund / replacement / repair)

You can choose:

  • {{REMEDY_OPTION_1}}
  • {{REMEDY_OPTION_2}}

Start here: {{RETURN_OR_REMEDY_LINK}}

Questions?

Contact us at {{SUPPORT_EMAIL}} or {{SUPPORT_PHONE}} ({{SUPPORT_HOURS}}).

Sincerely, {{COMPANY_LEGAL_NAME}} {{COMPANY_ADDRESS}} {{COMPANY_WEBSITE}}

Notice issued on {{NOTICE_DATE}} (version {{NOTICE_VERSION}}).

Template 2: website recall notice (copy/paste)

Use this as a simple landing page you can link to from your email.

Product safety recall: {{PRODUCT_NAME}}

Stop using this product immediately.

Affected products (scope)

  • Product name: {{PRODUCT_NAME}}
  • Brand: {{BRAND}}
  • Model / variant: {{MODEL_OR_VARIANT}}
  • GTIN / barcode: {{GTIN}}
  • Batch / serial numbers: {{AFFECTED_BATCHES_OR_SERIALS}}
  • How to identify it: {{IDENTIFICATION_TIPS}}

Risk

{{PLAIN_LANGUAGE_RISK_DESCRIPTION}}

What you need to do

  1. {{STEP_1}}
  2. {{STEP_2}}
  3. {{STEP_3}}

Remedy

You are entitled to {{REMEDY_SUMMARY}}.

Start your refund/replacement/repair here: {{RETURN_OR_REMEDY_LINK}}

Contact

{{SUPPORT_EMAIL}} · {{SUPPORT_PHONE}} · {{SUPPORT_HOURS}}

Responsible economic operator / company issuing the notice

{{COMPANY_LEGAL_NAME}} {{COMPANY_ADDRESS}} {{COMPANY_WEBSITE}}

Published: {{NOTICE_DATE}} (version {{NOTICE_VERSION}}).

Downloadable HTML template (email-safe)

If you want an email-safe HTML version (table layout), download this file and replace the placeholders:

  • Preview / download the HTML template: eu-product-recall-notice-template.html
    Tip: open the link, then use your browser’s “Save Page As…” (or right-click → “Save link as…”) to download it.

How SafeCart helps (and what it doesn’t)

SafeCart can help you:

  • Monitor EU Safety Gate against your product names/GTINs and alert you
  • Keep a record of recall-related actions and product identifiers
  • Draft and standardize recall notices (depending on your plan)

SafeCart does not:

  • Provide legal advice
  • Act as an EU Authorized Representative
  • Replace official notifications to competent authorities or authority instructions

Official sources (recommended)