Orange recall
ORANGE 4 VOLUNTARY RECALL
ALL ORANGE 4 SOLD BETWEEN APRIL 2024 AND 2nd JULY 2024
We want to assure our customers that any Orange products purchased after 2nd July 2024 are not subject to the voluntary recall. If your fork looks like the below image and has this mark, then your product is fine.
This recall only covers Orange 4 sold between APRIL 2024 AND 2nd JULY 2024, and also includes repaired front ends on any Orange model with fixed front wheels.
Warren and Bradley Appel
iCandy Joint-CEOs
FAQ's
Why is Orange being recalled?
The voluntary recall is due to a potential manufacturing weakness in the front wheel fork that could pose a safety risk if it cracks.
What does it mean by ‘voluntary recall’? Does this mean I don’t have to send my pushchair back?
A voluntary recall means that, as a business, we have decided to proactively remove the Orange 4 from the market due to a safety concern. This is not a mandatory recall, which is a recall enforced by regulatory authorities, requiring a company to remove a product from the market.
How can I tell if my pushchair is affected?
If you purchased an iCandy Orange 4 between March 2024 and now, or have a repaired front end on any Orange model with fixed front wheels, your pushchair is affected.
What should I do if my pushchair is affected?
If you have purchased an iCandy Orange 4 between March 2024 and present date, or you are an Orange 1/2 or 3 owner with a repaired front end featuring fixed front wheels instead of quick-release wheels, we urge you to stop using it immediately and follow the steps below:
Next steps:
Complete the online form on the iCandy website: iCandy Orange 4 Recall Or Contact iCandy Customer Services via qualityassurance@icandyuk.com with date of purchase and retailer name, your pushchair’s serial number, batch number and contact information. We will provide you with an iCandy case reference number and arrange collection of your pushchair free of charge Upon receipt, we will replace your front forks and return your pushchair to you free of charge, within 10 working days
Next steps:
Complete the online form on the iCandy website: iCandy Orange 4 Recall Or Contact iCandy Customer Services via qualityassurance@icandyuk.com with date of purchase and retailer name, your pushchair’s serial number, batch number and contact information. We will provide you with an iCandy case reference number and arrange collection of your pushchair free of charge Upon receipt, we will replace your front forks and return your pushchair to you free of charge, within 10 working days
Where can I find my serial number / batch number etc?
You can find these on the basket bar of your pushchair chassis, the baseboard of the carrycot, the back of the seat unit (behind the zipped pouch) and the outer box (next to the barcode).
Will there be any visible difference, or colour, between the current and ‘new’ forks?
There will be a small [2mm approx.] identification mark on the new forks
Is it safe for me to continue using the pushchair I have, until the forks are replaced?
As a result of our investigation, we strongly recommend that you discontinue use immediately and contact iCandy Customer Services qualityassurance@icandyuk.com.
My pushchair was a gift and/or I do not have any form of proof of purchase, what do I do, can I still get the forks replaced?
Yes. You will need to contact iCandy Customer Services with your pushchair’s serial and batch number which can be found on the basket bar, underneath the basket fabric. See point 5 above.
Will it cost me anything to get the forks replaced?
No. All costs, including carriage will be covered by iCandy.
Will I be offered any compensation?
No. However, your statutory rights remain unaffected.
Can I get a refund instead of a repair?
In the first instance, we would like the opportunity to re-work your current pushchair.
Can I choose to exchange my pushchair for a different model?
In the first instance, we would like the opportunity to re-work your current pushchair.
How can I be confident that the new parts won’t have the same issue?
The manufacturing issue identified has been rectified and fully tested above and beyond standard safety regulations.
What is different about the new version?
In side-by-side tests, the new parts significantly outperform the current ones in both strength and performance.
I have moved and no longer live in the UK, what can I do?
Subject to availability and location, we can arrange for a new chassis to be sent to you. Please note, timeframes may vary, depending on location.
How does this affect my warranty?
Your 5 year warranty remains unaffected on all parts including any replacement parts, from the date of your original purchase.
How long will the repair take?
From receipt of your goods, we anticipate the repair will take up to ten working days.
Can I replace the forks myself?
No
Will I be provided with a loan pushchair to use in the meantime?
Unfortunately we are unable to provide loan pushchairs.
Are any other iCandy models affected?
No, this has been identified as an isolated issue that is specific to the Orange.
How are you contacting all the customers who have one of these pushchairs?
iCandy and associated retailers will be reaching out to all customers who have bought an Orange 4 pushchair via phone, email and social media channels.
I no longer have the box. What should I do?
iCandy will provide a replacement box where necessary, free of charge.
Do I need to send the whole product back to you? If not, what shall I send back?
No. If it is easier to just send the chassis (frame and wheels), then that is fine.