Product Safety, Compliance & Recalls

1.1 Purpose. This policy provides a customer-facing process for product-safety information, incident reports, corrective measures, withdrawals and recalls involving physical products offered through Maison's EU retail storefront.

1.2 Scope. It applies to apparel, accessories, home goods, pet products and other physical consumer products offered by Maison, including products intended for children where expressly identified. Product-specific law and verified product information continue to apply to each item.

1.3 Maison remains the contact. Maison is the seller and the customer's point of contact. A customer does not need to identify or contact a manufacturer, production provider, fulfillment provider, importer, responsible person or another operational supplier before reporting a concern or seeking a customer remedy through Maison. This does not restrict direct contact with a legally identified economic operator, emergency service or competent authority.

1.4 Product-safety roles. The legal role attached to Maison and each other organization can differ by product, branding, production arrangement, import route and applicable sector rule. Maison fulfills the duties that apply to its actual role and coordinates with any other responsible economic operator. This policy does not inaccurately assign the same manufacturer, importer, distributor or responsible-person status to every product.

1.5 Mandatory law. The EU General Product Safety Regulation, German product-safety law and any more specific rule for a product apply according to their scope. Nothing in this policy lowers a binding safety standard, authority power or customer right.

2.1 General safety requirement. Maison does not knowingly offer a product that presents an unacceptable risk to consumer health or safety when used as intended or in a reasonably foreseeable way. Safety assessment takes account of the product, materials, construction, packaging, instructions, warnings, expected life, interaction with other products and the needs of users who may be particularly vulnerable.

2.2 Product-specific rules. A product may also be subject to rules concerning textiles, chemicals, electrical equipment, toys, food-contact materials, personal protective equipment, packaging, batteries, environmental restrictions or another regulated category. Maison applies a category only when the product and law support it and uses the more specific requirement where it governs the same risk.

2.3 Evidence before claims. Maison does not describe every product as certified, tested, approved, hypoallergenic, child-safe, pet-safe, food-safe, medical, protective or compliant with a named standard unless current evidence supports that exact product, variant, market and claim.

2.4 Compliance marks. A CE, GS or other conformity or safety mark is shown only where the applicable rules permit or require it and the conditions for that product are satisfied. The absence of a mark that is not legally applicable does not by itself make a product unsafe, and a mark does not replace safe-use instructions or ongoing monitoring.

2.5 Production and design changes. A material change to the product, source, decoration method, packaging, intended user or safety information is assessed before Maison relies on earlier compliance evidence. Maison may pause an affected offer while the assessment is completed.

3.1 Information with the offer. For an online offer, Maison provides the product identification and image, the manufacturer information, the EU responsible-person information where required, and the applicable warning or safety information in the location and form required by law. These fields are product-specific and are not replaced by this general Hub policy.

3.2 Information on the product. Required identifiers, labels, manufacturer or responsible-person details, material or composition information, origin statements, warnings and instructions may appear on the product page, product, label, packaging, enclosed document or another legally permitted location. The placement depends on the product and the applicable rule.

3.3 Language and accessibility. Warnings, instructions and safety information are provided in German where German law requires them and in any additional language required for the destination market. Maison aims to make material digital safety information clear and accessible and will provide a reasonable alternative format through the Contact page where required.

3.4 Traceability. Maison maintains or can obtain the product and order records reasonably needed to identify affected products, transactions and economic operators. Customers should not remove a safety label or identifier while the product is in use and should retain it when reporting a possible issue, where safe and practical.

3.5 Conflicting information. If a product page, label, package or instruction appears inconsistent, incomplete or unclear on a safety point, stop the relevant use and contact Maison before relying on the less protective statement. Mandatory law and a verified product-specific corrective notice prevail over general promotional text.

4.1 Intended product and user. Use a product only for the purpose, user group, size range, environment and conditions stated for it. A product is not intended for a child, pet, food contact, heat, protective use or another safety-sensitive purpose merely because it can physically be used that way.

4.2 Instructions and supervision. Follow the product-specific assembly, fit, care, cleaning, inspection, storage, heat, load, age, supervision and disposal instructions that apply. Keep packaging, detachable parts and accessories away from children or animals when the product information identifies a choking, suffocation, entanglement or other risk.

4.3 Condition checks. Before and during use, check for damage, loose components, exposed edges, unusual odor, leakage, overheating, material breakdown or another condition that could affect safety. Stop using a product if damage or wear may create a risk. Ordinary care guidance does not transfer responsibility for an unsafe or nonconforming product to the customer.

4.4 Modification and misuse. Do not alter a safety-critical component, remove a required warning, use a product outside a stated limit or combine it with an incompatible item. Maison assesses foreseeable use and does not rely on a broad misuse label to avoid responsibility where the law treats the use or risk as reasonably foreseeable.

4.5 Recalled products. Do not use, give away, donate, resell, repair or dispose of a recalled product contrary to the recall instructions. Follow the case-specific isolation, return, collection, repair or disposal route supplied by Maison or the competent authority.

5.1 Immediate action. If a product may present an immediate risk, stop using it and move people and animals away from it without exposing yourself to further danger. Contact emergency, fire, poison-control or medical services where the circumstances require them. Maison's customer-support route is not an emergency service and does not provide medical advice.

5.2 Contact route. Use the Maison The Five Contact page and begin the message with 'Product Safety.' If the Contact page is unavailable, use the business contact route in the Legal Notice. Reports may be submitted in English or German, and an accessible alternative may be requested.

5.3 Information that helps

When reasonably available, provide the following information so Maison can identify the product and assess the risk without collecting unnecessary personal data:

1. Your name, a working email address and the order number, if the product was purchased from Maison.

2. The product name, variant, quantity and the affected product identifier, batch, serial number or label details shown on the item or packaging.

3. A clear description of what happened or could happen, when it was first noticed, how the product was being used and whether the issue appears on more than one item.

4. Clear photographs or a short video of the product, affected area, label and relevant packaging, but only where recording them does not create further risk.

5. Whether anyone was injured or property was damaged, together with only the limited factual information needed to understand the safety event.

6. Whether the product remains available for inspection and the safest practical way to isolate, return or dispose of it.

5.4 Preserve only what is safe. Keep the affected product, identifier, label and relevant packaging until Maison advises whether they are needed, but do not handle, store, photograph or transport something when doing so would expose a person, animal or property to danger. Maison will provide a safer alternative where reasonably available.

5.5 Data minimization. Do not send full medical records, identity documents, payment-card details, passwords or unrelated sensitive information through the general form. Maison may request a secure route and only the specific additional information that is legally and practically necessary.

5.6 Reports by other persons. A purchaser, recipient, caregiver, authority, professional, reseller or other person with reliable information may report a concern. A Maison order number helps but is not required for Maison to consider a credible safety report about a product it offered.

6.1 Risk-based triage. Maison prioritizes reports according to the possible severity, likelihood, number of affected products, vulnerable users, ongoing exposure and reliability of the information. Acknowledgment or investigation timing depends on the urgency and information available, and this policy does not delay a binding statutory deadline.

6.2 Initial controls. Maison may preserve records, flag affected orders, seek product or batch information, obtain technical evidence, arrange inspection, pause fulfillment, stop promotion or sales, hide an offer or apply another proportionate interim measure while the risk is assessed. An interim measure is not an admission of fault.

6.3 Operational coordination. Maison may coordinate privately with the manufacturer, importer, responsible person, production or fulfillment provider, carrier, laboratory, insurer, professional adviser, market-surveillance authority or another relevant party. The customer remains able to communicate through Maison.

6.4 Authority and gateway reporting. Where a law requires notice of a dangerous product or an accident, Maison provides or supports the required information through the competent authority or EU reporting gateway according to its actual legal role. Maison cooperates with lawful inquiries, corrective orders and market-surveillance measures.

6.5 Outcome. Maison may determine that no safety defect is established, seek more information, update instructions, correct a listing, apply a warning, restrict a market or user group, arrange a product remedy, withdraw a product, initiate or support a recall, or take another action required by law and proportionate to the evidence.

7.1 Corrective options. A safety concern may be addressed through corrected information, an added warning, revised instructions, an inspection, a safe repair, a replacement component, a stop-sale, a market restriction, removal from the website, withdrawal from distribution or another effective measure. The action depends on the product, risk and applicable law.

7.2 Customer communication. Maison contacts identifiable affected customers directly where a safety warning or corrective instruction should reach them. Necessary safety communications are kept separate from promotional marketing and are sent even when a person has opted out of marketing, where the law permits or requires the safety message.

7.3 Existing orders. Maison may pause, cancel or modify fulfillment of an affected order where necessary to avoid supplying a potentially dangerous or unlawful product. Maison will explain the customer outcome and provide the refund, replacement or other remedy required by the contract and mandatory law.

7.4 Proportionate scope. A measure may apply to a specific product, variant, batch, date range, market, production route or user group. Maison will not describe unaffected products as recalled, and it will expand the scope promptly if the evidence requires it.

8.1 Direct notice. When identifiable consumers must be informed about a product safety recall, Maison will use the available customer contact information to notify them directly and without undue delay. If not every affected consumer can be identified or reached, Maison will use appropriate additional channels to give the notice the widest practical reach.

8.2 Written recall notice. A written recall communication will use the legally required recall-notice form and the heading 'Product safety recall.' It will identify the product clearly, describe the hazard and known risk, state what customers should stop doing or do next, explain the available remedy and provide an accessible interactive contact route and any free telephone route required by law.

8.3 Clear risk communication. Maison will not obscure a recall with promotional content, technical jargon or language that minimizes the risk. The notice will distinguish confirmed facts, precautionary instructions and information still under investigation.

8.4 Language and accessible format. Recall notices and material warnings are provided in the language or languages required for the affected market and in an accessible format as required. A customer may request reasonable assistance or an alternative format through the Contact page.

8.5 Updates and closure. Maison may update a notice when the affected product, risk, remedy or instruction changes. A recall is closed only when the responsible process and any authority requirements allow it; removal of a public notice does not erase transaction, remedy or evidence records that must be retained.

9.1 Effective remedy. Where the EU product-safety recall remedy rules apply, the responsible economic operator must provide an effective, cost-free and timely remedy without significant inconvenience to the consumer. Maison will offer or coordinate the remedy owed to the customer and will not require the customer to negotiate directly with an operational supplier.

9.2 Choice of remedy. The affected consumer is offered a choice between at least two of repair, replacement with a safe product of the same type and at least the same value and quality, or an adequate refund at least equal to the price paid, unless offering two options is impossible or disproportionate under the applicable legal conditions.

9.3 Safe repair. Repair is offered only where the safety of the repaired product can be assured. A customer is not required to perform a repair that is unsafe, technically unsuitable or inconsistent with the recall instructions. If repair or replacement is not completed within a reasonable time and without significant inconvenience, Maison will provide the refund required by law.

9.4 Return, collection and disposal. Maison provides the necessary case-specific method for return, collection, repair or disposal. Customer-performed repair or disposal is requested only when the recall instructions make it easy and safe and it does not remove the applicable remedy. The customer is not required to bear a cost that the recall rules place on the responsible operator. Do not send a recalled product to an address found online unless Maison has authorized it for the case.

9.5 Other rights. A recall remedy does not exclude statutory conformity, damages, injury, property-damage, withdrawal, insurance, authority or other mandatory rights. Amounts for the same loss are coordinated to prevent duplicate recovery without reducing a lawful entitlement.

10.1 Emergency care first. Seek appropriate emergency or professional help before collecting evidence or contacting Maison when injury, fire, poisoning, electrical danger or another urgent condition is present. Nothing in this policy asks a person to delay care or re-enter an unsafe area.

10.2 Limited incident information. Maison may ask for the date, product, circumstances, nature of the injury or damage and the treating or responding authority where relevant. Maison does not request a complete medical history through ordinary support and will identify a secure route if a particular document is genuinely necessary.

10.3 Accident reporting. Maison records and escalates accident information to the relevant economic operator and authority where required. A customer's report may support preventive action for other users even when the individual product remedy is handled separately.

10.4 No waiver or admission. Reporting an event, accepting a recall remedy or cooperating with an investigation does not require the customer to waive a legal right. Maison's receipt, interim action or goodwill assistance is not by itself an admission about fault, causation or legal liability.

11.1 Safety records. Maison retains product, traceability, order, communication, evidence, corrective-action and recall records for the period required by applicable law or reasonably necessary for safety, compliance, claims and authority cooperation. Records are restricted according to their sensitivity.

11.2 Personal data. Maison processes contact, order, product, incident, delivery and limited evidence data for safety investigation, warnings, recalls, remedies, legal reporting and claims as explained in the Privacy Policy. Data collected for recall contact is not repurposed for unrelated marketing without a separate lawful basis.

11.3 Necessary sharing. Maison shares only the information reasonably necessary with the relevant economic operator, operational provider, professional adviser, insurer, laboratory, authority, court, law-enforcement body or other authorized recipient. Health information and other sensitive evidence receive additional restriction.

11.4 Supplier confidentiality. Internal supplier identities, contracts, pricing, production routing, technical mappings, account references and escalation channels remain confidential unless a specific disclosure is required by product-safety, consumer, data-protection, court or authority rules. Required manufacturer, importer, responsible-person and traceability information is not withheld merely because it is supply-chain information.

11.5 Authority cooperation. Maison may preserve or disclose relevant records, stop sales, produce samples, support testing, trace affected orders and implement a lawful corrective measure when requested by a competent market-surveillance or enforcement authority.

12.1 Good-faith reports. Maison welcomes a sincere safety concern even if later evidence shows that the product was not dangerous. A receipt, order number, original packaging, photograph or provider confirmation is not an absolute condition of safety action or a statutory remedy where the issue can be established reasonably in another way.

12.2 False or abusive submissions. Do not knowingly submit fabricated incidents, altered evidence, threats, malware or another person's private information, or use the safety route to harass, obtain duplicate payment or suppress lawful competition. Maison may verify a specific inconsistency, restrict abuse and preserve evidence while continuing to address any genuine risk.

12.3 Safety takes priority. A concern is not dismissed merely because a refund, payment dispute, prior complaint or commercial disagreement also exists. Maison separates the safety assessment from the financial or contractual outcome where needed.

12.4 No unauthorized public representation. A customer or reseller must not present an unverified private complaint as an official Maison or authority recall, alter a recall notice, or remove the product identification needed to determine whether an item is affected. This does not restrict truthful consumer reviews, reports to authorities or lawful public-interest speech.

13.1 Product remedies. The Returns, Refunds & Product Issues Policy governs repair, replacement, price reduction, termination and refund administration for a delivered product. This policy governs the safety investigation, warning, corrective action and recall route. Maison coordinates the two where both apply.

13.2 Other related policies. The Terms and Conditions govern the sales contract and website use. The Shipping, Delivery, Customs & Returned Parcels Policy governs safe return logistics and transit events. The Privacy Policy explains incident and recall data. The Legal Notice provides the legally required operator and business contact details.

13.3 External safety resources. The EU Safety Gate publishes authority alerts for dangerous non-food products, and the EU Consumer Safety Gateway provides an additional public route for reporting a safety issue to an authority. Those official resources supplement, and do not replace, the customer's ability to contact Maison.

13.4 Policy changes. Maison may revise this policy to reflect a legal change, product-range change, authority instruction, safety event, recall lesson or operational change. A revision applies from its stated effective date and does not retrospectively remove an accrued or mandatory right.

Official legal and safety references: EU General Product Safety Regulation 2023/988, consolidated 29 May 2026, EU recall-notice template 2024/1435, European Commission business guidance C/2025/6233, the German Product Safety Act, the EU Safety Gate and the EU Consumer Safety Gateway.

POLICY MAINTENANCE Maison The Five reviews this policy when laws, products, safety events, recalls, authority instructions or operations materially change. The dated version in the Policies Hub is current. Manufacturer and provider notices inform internal controls but do not replace this policy, make a supplier the customer's required contact or limit required safety disclosures.