ORANGE 4 VOLUNTARY RECALL 

ALL ORANGE 4 SOLD SINCE LAUNCH (APRIL 2024) 

 

 

Dear iCandy Family, 

 

Following our recent Product Alert, we are issuing an important voluntary recall notice for the iCandy Orange 4 pushchair due to a potential safety issue. 

 

Please note: this potential safety issue may also be inherent in spare part front ends which have been used to repair other Orange models to improve their maneuverability from January 2024 to present.  

 

Reason for voluntary recall: 

 

Our stringent quality control and returns monitoring procedures have allowed us to identify a potential manufacturing weakness in the injected plastic molded front wheel fork of the iCandy Orange 4. Our subsequent risk assessment has identified a possible risk to users if the front fork cracks, which could cause the wheel to abruptly stop or collapse, leading to a risk of injury. 

 

Although this is an isolated batch manufacturing issue, iCandy is taking immediate action to rectify the problem and ensure safety. 

 

What should you do: 

 

If you have purchased an iCandy Orange 4 between March 2024 and present date, or you are an Orange 1/2/3 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:  

 

Or 

 

  • Contact iCandy Customer Services via qualityassurance@icandyuk.com with date of purchase and retailer name, your pushchair’s serial number, batch number (found on the basket bar of your pushchair) 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 

 

We would like to take this opportunity to sincerely apologise for any inconvenience, however at iCandy, we take our responsibility to provide you with safe products extremely seriously. 

 

As a family business and many of us being parents ourselves, we believe in transparency and a direct approach to product safety. Our long-established history of providing high quality and safety ensured products is built upon these principles, and we work tirelessly to ensure that all iCandy customers have peace of mind that they are always receiving the best possible products available within the nursery industry. We appreciate your understanding and patience as we work diligently to resolve this matter. 

 

For any further inquiries, please contact our Customer Services team directly. 

Telephone: +44 (0)1767 604400, Option 1   

Email: qualityassurance@icandyuk.com 

 

Thank you for your cooperation and support. 

 

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
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.

Hey, It looks like you are not in the UK
Please select a site in your territory.

Select Territory