Product Safety & Recalls

A safety alert is a notice about a product that may pose a risk of injury, hazard, or noncompliance with safety standards. Alerts range from minor warnings — such as updated usage instructions — to serious recalls where a product should no longer be used.

Safety information can come from manufacturers, regulatory agencies, carriers, or customer reports. When we receive credible safety information, we evaluate it and act based on the level of risk.

When a safety issue is identified, Thorne may:

• Add warnings or updated instructions to the product listing
• Temporarily pause sales while reviewing documentation
• Remove the product from the store if risk is confirmed or unresolved
• Notify customers who purchased the affected item
• Provide next-step guidance — return, refund, replacement, or manufacturer remedy — when applicable

Our goal is fast containment and clear communication. Even when facts are still being confirmed, we prioritise preventing harm over waiting for complete information.

A recall is typically issued by a manufacturer or regulator when a product has been determined to pose a safety risk. The remedy varies by case:

• Refund — full or partial depending on recall terms and product type.
• Replacement — a corrected product or component.
• Repair — a repair kit or service.
• Stop-use notice — immediate discontinuation of use.

If you believe an item you purchased may be recalled, stop using it until you confirm the correct guidance.

If you believe a product you bought on Thorne is unsafe:

1. Stop using the product if continued use could cause harm.
2. Document the issue with a brief description and photos if possible.
3. Contact Thorne support with your order number and what happened.
4. Follow guidance on disposal, returns, or manufacturer remedies when provided.

If there is an immediate danger, take appropriate safety steps first. Thorne support can help with the order side — refunds, return instructions, and escalation.

Safety alerts may appear in the Help Centre, on the affected product page, or via direct outreach to customers who purchased the item. Alerts include what the issue is, which products are affected, stop-use guidance where required, and available remedies.

If you have a safety concern, contact Thorne with your order number, the product name, and a description of the issue. Photos help speed up review. We treat safety reports as high priority.