1. Purpose
   Chrisleigh Medical Supplies is committed to ensuring the safety, quality, and compliance of all products sold through our online platform. This policy outlines our process for managing product recalls in a way that protects our customers and complies with Health Canada, FDA, and other applicable regulations.
2. Scope
   This policy applies to all medical and laboratory products sold through Chrisleigh Medical Supplies’ website or third-party marketplaces.
3. When a Recall is Initiated
   A recall may be initiated when:

• A product is found to be defective, mislabeled, or non-compliant.
• There is a risk of harm or safety issues reported by the manufacturer, supplier, or regulatory body.
• A voluntary or mandatory recall is issued by Health Canada, the FDA, or the original manufacturer.

4. What Chrisleigh Will Do
   Once a recall is confirmed:

• Identify affected customers using purchase records.
• Notify customers directly via email or phone with recall details and instructions.
• Post a notice on our website and social media (if necessary).
• Provide solutions such as refunds, replacements, or safe disposal instructions.

5. Customer Instructions
   If you are notified of a recalled product:

• Stop using the product immediately.
• Follow the instructions provided in the recall notice (e.g., return shipping, refund process).
• Contact our customer service team at support@chrisleigh.ca for support.

6. Communication Channels
   We will communicate recalls using:

• Email to affected customers.
• Phone calls if urgent.
• Website alerts and social media (as needed)
• Coordination with third-party platforms if the product was sold through them.

7. Recordkeeping & Reporting
   Chrisleigh will maintain detailed records of the recall process and report to the appropriate health authorities as required.
8. Review and Training
   Our team regularly review this policy and provides training to customer service and operations staff to ensure quick, compliant responses to product recalls.

Questions or Concerns?

If you have questions about a product recall, please contact:
support@chrisleigh.ca

What Qualifies as a Faulty Product?

A product is considered faulty if it:

• Is not working as intended due to a manufacturing defect.
• Has missing components or functions.
• Has expired upon arrival (for dated medical items)
• Differs significantly from the product description or specification.

Reporting a Faulty Product

To report a faulty product, please contact us within 7 business days of receiving the item. Include the following details:

• Order number
• Product name and description of the fault
• Clear photos or videos of the issue (if possible)
Email: support@chrisleigh.ca

Resolution Options

Once your report is reviewed (typically within 2 business days), we may offer one of the following:

• Replacement of the faulty product
• Refund your original payment method.
• Store credit (if preferred)
• Technical support or troubleshooting for certain equipment.

Important Conditions

• Faulty product claims must be made within 7 business days of delivery.
• Products must be unused (unless fault was discovered during use as intended)
• For regulated or sterile items, returns must comply with health and safety regulations.
• We reserve the right to request return of the faulty item for inspection.

Exclusions

This policy does not cover:

• Damage due to misuse, improper handling, or unauthorized modifications.
• Normal wear and tear
• Faults reported after the applicable return or warranty period.

Warranty Support

For items covered by a manufacturer’s warranty, we will help you initiate a warranty claim or provide documentation to support it.

Contact Us

If you have a faulty product or any concerns, our support team is ready to help: support@chrisleigh.ca