Product Safety

This policy applies to goods sold through Veean for delivery in Great Britain. Northern Ireland is subject to a separate marking regime and is outside the scope of this policy.

It sits alongside our prohibited and restricted products rules, which set out what may not be listed at all.

The seller is responsible for the safety and compliance of the goods they list. They design or source the product, they make the claims in the listing, and they hold the evidence behind those claims.

Where Veean UK Ltd acts as importer of record for goods entering the United Kingdom, obligations also fall on us as importer. We therefore require sellers to be able to evidence compliance, and we act on reports and on our own checks.

The importer address for goods we import is [TODO: importer of record address].

Some categories carry specific UK conformity requirements. These include, without limitation:

• Toys
• Electrical equipment, including lighting, chargers and appliances
• Personal protective equipment
• Machinery
• Radio equipment
• Certain medical devices
• Pressure equipment
• Construction products

Goods in these categories must meet the applicable UK requirements and carry the correct conformity marking on the product or its packaging before they may be sold.

Sellers listing goods in a regulated category must:

• Carry out or obtain the applicable conformity assessment for the product.
• Retain the technical file for the product for at least ten years and produce it to us or to a UK authority on request.
• Apply the correct conformity marking to the product or its packaging.
• Supply instructions and safety information in English with the product.
• Ensure the importer’s details appear on the product, its packaging, or an accompanying document, as required for the category.

A seller who cannot produce this evidence on request should expect the listing to be removed.

Sellers are asked at onboarding, and on listing goods in a regulated category, to confirm the category and to provide the conformity documentation they hold. Our operations team reviews what is supplied and may ask for more.

We also act on reports from buyers, brand owners, carriers and regulators, and we may remove a listing while a report is being assessed.

A limitation we state openly: we rely on the seller’s representation as to the authenticity of a declaration of conformity. We are not a testing laboratory and we do not certify products. This is a known limit of a marketplace model, and our response to it is contractual — sellers warrant compliance, and we remove listings and end relationships where that warranty proves false.

If you believe a product sold through Veean is unsafe, tell us. Email support@veean.app with “Product safety” in the subject line, and include:

• A link to the listing, or the order number
• What happened, or what you believe is wrong with the product
• Photographs, where you have them
• Whether anyone has been injured

If a product has caused injury or a fire, stop using it immediately and keep it if it is safe to do so. Reports involving injury are prioritised.

You may also report an unsafe product to your local Trading Standards service. Reporting to us does not affect that right.

Where we conclude that a product presents a risk, we will remove the listing and stop further sales. Where the product has already been delivered, we will contact affected customers using the details held against their orders, explain the risk and set out what to do.

Where a recall is required, a full refund is offered regardless of how long ago the item was bought and regardless of any return window. We will not ask you to return an item that is unsafe to handle or post.

Where the law requires it, we will notify the relevant UK authority and co-operate with any action they take.

Safety reports: support@veean.app.

Seller compliance questions: sellers@veean.app.

To report counterfeit goods or an infringement of your intellectual property, use report a violation instead.