Frequently Asked Questions and Answers (FAQS)

Why is there a Recall?

Q: Why is Hozelock conducting this recall?

A: As part of our ongoing quality review we have identified that some of our EasyClear products do not meet our internal safety requirements. There is no immediate risk to the health or safety of consumers. In order to eliminate any risk to our customers we are recalling products manufactured between 16th September 2015 up to and including 8th November 2017.

Q: What was the problem with the product?

A: Hozelock made a change to the UV lamp/quartz tube area of the product following a change in regulations which required a design change. This change was approved by an external regulatory body but we identified after a period of time in use the possibility that the UV lamp/quartz tube sub assembly may react abnormally in certain conditions. Based on this we are taking steps to recover models manufactured in the suspect period only. All other production dates are unaffected.

Q: How can you be sure that only the identified batches are affected?

A:  Products manufactured outside of the affected date code period have a different structure within the UV lamp/quartz tube sub-assembly and are not at risk.

Q: Which products are impacted?

A: Below is a list of the impacted Easyclear

 

Important: Affected manufacture serial number range: 200916 to 221108

Only the items listed within the specified manufacture dates are to be recalled and no other serial numbers are affected by this recall.

Q: How can I find out if my Easyclear is affected?

A: Please follow the instructions detailed – click on our home page, top right of this page.

Q: How will this affect my statutory rights?

A: This doesn’t affect your statutory rights.

Returning my product

Q: How do I return my Easyclear?

A: We will arrange collection of your product by booking a visit using one of our agents to safely remove the product from your pond and take it back to our warehouse to safely dispose of it in accordance with local environmental guidelines.

Q: How quickly will you collect my faulty product?

A: We will arrange a collection date which is convenient to you.  We will aim to have collection of your affected product completed within 10 working days.

Q: Should I take my EasyClear back to the retailer?

A: No, please contact the Recall Customer Service line directly.

Product Replacement

Q: How can I arrange delivery of my new Easyclear product?

A: Upon registering as part of the recall we will contact you within 24 hours to provide product replacement options available to you. You can also contact us once registered on the number below if you have any questions.

 

0121 313 1122 (United Kingdom)

Q: When will I receive my product replacement?

A: Hozelock will send a replacement product immediately upon registration.  Your replacement product will be delivered within 2-3 working days.

Q: Do I need proof of purchase to get a replacement EasyClear?

A: No proof of purchase is necessary. 

Q: Will my new EasyClear still have a product guarantee?

A: Yes your replacement product will have a new guarantee, please register upon receipt at https://spares.hozelock.com/guarantee

Should you have further questions about this recall please contact our Recall Customer Service line 0121 313 1122 (United Kingdom)

 

We apologise to our customers for any inconvenience caused.

© 2020 :: Hozelock