Product Safety

Date of introduction: December 13, 2024

1. Purpose of the procedure

The purpose of this procedure is to ensure effective communication to customers about hazards related to products manufactured by Got Glass sp. z o.o. sp. k. based in Radom (KRS: 0000617755), in accordance with the requirements of Regulation (EU) 2019/1020 of the European Parliament and of the Council. The procedure outlines the rules for notifying about the detection of a hazard, the procedure for informing customers within 72 hours, and details regarding further actions.

2. Scope

The procedure applies to all products manufactured by Got Glass that may pose a risk to the health or safety of consumers. The application of the procedure includes both domestic and international hazard notifications.

3. Hazard notification procedure

3.1. Hazard identification

The hazard should be immediately reported by the quality department, production department, or research and development department. Each hazard report must be thoroughly assessed by the product safety team, which decides on the necessity of notifying consumers and relevant authorities.

3.2. Risk assessment

After identifying the hazard, the quality and safety team assesses the risk associated with the product. The assessment includes:

  • Potential impact on consumer health and safety;
  • Product distribution (number of units sold);
  • Possibility of damage occurring.

3.3. Customer notification

If it is assessed that the product poses a risk, within 72 hours of detecting the hazard, Got Glass notifies:

  • Consumers who purchased the product;
  • Market surveillance authorities;
  • Distributors and retailers of the products.

3.4. Methods of notifying customers

To ensure effective and rapid reach to customers, Got Glass implements the following tools:

  • Mailing system: To send email notifications to consumers and distributors. If the customer cannot be contacted via email, other methods such as SMS or phone will be used.
  • Website: Posting information about the hazard and procedures in a visible section on the homepage. Customers will be able to find detailed instructions on returns, exchanges, or repairs of products.

3.5. Notification documentation

After sending the notification, appropriate documentation should be collected:

  • Register of all notifications sent (customer data, date of dispatch, contact method);
  • Confirmation of notification receipt from customers;
  • Full documentation regarding further actions.

3.6. Actions after notification

After notifying customers, Got Glass is obliged to:

  • Monitor the number of returned, exchanged, or repaired products;
  • Ensure an adequate stock of products for exchange or repair;
  • Work closely with the customer service department to respond to consumer questions and concerns.

4. Control and reporting

The quality department and customer service department are responsible for monitoring the effectiveness of the notification procedure. Each time customers are notified of a hazard, Got Glass is obliged to send a report to the relevant market surveillance authorities.

5. Customer instructions

Dear Customers,

Due to the detection of a hazard in the product you purchased, please review the following instructions. It is important to not use the product until you receive guidance from our service team.

Step 1. Fill out the report form

To report a product that may pose a hazard, please fill out the dangerous product report form — the form contains questions that will help gather all necessary information.

Step 2. Return the product

If the product poses a risk to health or safety, please return it immediately.

  • Pack the product in its original packaging.
  • Contact our customer service department to obtain the return address.
  • The return can be made via postal shipment or courier.
  • The cost of return is covered by Got Glass sp. z o.o. sp. k. based in Radom.
  • The product should be sent back within 3 days of receiving this information.

Step 3. Product exchange

If you wish to exchange the product for a new one that meets all safety requirements:

  • Contact the customer service department for instructions.
  • Exchanged products will be delivered free of charge.
  • The exchange will take place within 14 business days of confirmation.

Step 4. Product repair

If the product is repairable:

  • Report your desire to repair the product to the customer service department.
  • The product will be repaired free of charge within 30 business days.
  • The shipping costs for repair are covered by Got Glass sp. z o.o. sp. k. based in Radom.

Contact with customer service

Thank you for your cooperation and we apologize for any inconvenience.

The Got Glass sp. z o.o. sp. k. Team