Issue of Cosmetic Products Deactivated Due to (NPN/DIN)
Currently dealing with an ongoing challenge related to the classification of one of our cosmetic products by Amazon. The product was deactivated, with Amazon citing that it requires a Natural Health Product (NHP) Number or Drug Identification Number (DIN), subject to Canadian regulations.
To address these concerns, we have taken the following steps:
Health Canada Consultation: we reached out to multiple departments within Health Canada, including the Cosmetics, Ingredients, and Drug departments. All saying that if our product does not make therapeutic claims it, therefore, does not require an NPN or DIN. We even attached a letter from Health Canada which also provided some information's and links regarding what is seen as therapeutic and non-therapeutic claims regarding cosmetics products in Canada that also reinforce that our product is classified as a cosmetic and not a health product requiring an NPN or DIN.
We were issued a cosmetics number, further solidifying its classification as a cosmetic product.
Documentation Submitted: We have submitted all relevant documentation, including the product designs, images, MSDS, ingredients list, and the cosmetics number assigned by Health Canada which Seller support accepted but still insist on NPN/DIN.
Compliance Measures: We have ensured full compliance with Canadian regulations, including bilingual (French and English) labeling.
Despite these efforts, Amazon's Health team continues to insist on obtaining a DIN/NPN. At one point, the case seemed to be moving towards reactivation, but the process was halted without clear reasoning.
We are reaching out to this community for advice or similar experiences. If anyone has navigated through similar challenges or has insights into how to resolve this with Amazon, your guidance would be greatly appreciated.
Thank you in advance for any assistance you can provide.
2 replies
Roxy_Amazon
Greetings Nuellajohnson,
Thank you for providing the details about your product classification.
Based on the information you shared, it seems like your product is classified as a cosmetic by Health Canada, not a health product.
Specifically, you mentioned that you have consulted with multiple departments within Health Canada, including the Cosmetics, Ingredients, and Drug departments, and they have all confirmed that if your product does not make any therapeutic claims, it is classified as a cosmetic and does not require an NPN or DIN. Additionally, you stated that you were issued a cosmetics number by Health Canada, further solidifying the classification of your product as a cosmetic, rather than a health product.
In this case, I would recommend you to provide the documentation from Health Canada as evidence that the product should be categorized as a cosmetic, not a health product. You could also request to have the product reclassified from the "Health" category to the "Cosmetics" category on Amazon.
Providing us the case ID that you have about this issue with Seller Support would be greatly appreciated so we can further investigate your issue.
Please let me know if you have any other questions or if there is anything else I can assist with.
Best regards,
-Roxy
Seller_AUPnx6yGB5eqO
literally same situation. See below!!
No resolution. Asking for my stock back and selling on other platforms. No luck been persistent and didn’t give up for weeks. Save ur time. Cancel memebershit get refund and don’t order from Amazon!
Hi Amazon Support,
I am sorry there must be a mix up.
I am not selling a natural health product.
My hair oil does not promote growth. My product does NOT treat, cure or mitigate.
Please see my product detail page. Each point simply promotes shinier and hydraded, revitalized hair.
My ingredient list is french on the side of the box, english on the other side.
All sides of the box are shown
Usage of the product is written in english and french on prodoct packaging.
There is no further action I can take on my side after complying with all regulations and arranging all these changes with my manufactuer.
please activate my listing
thank u
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Amazon
12:12 AM2024-09-26
Hello,
We received your appeal, but we are unable to reactivate your ASINs at this time.
Why did this happen?
The product detail page for the ASINs indicated in the next paragraph is not compliant with our policies.
What actions do I need to take?
To reactivate your ASINs, remove the prohibited content indicated below from your product detail page or provide additional evidence of compliance:
ASIN: B0DGKHV6SR
Recommended changes to be done: Kindly upload the product label/packaging images with NPN/DIN/DIN-HM.
This product has been identified as a hair care product, including any product intended for use on the hair, scalp, eyelashes, or eyebrows, that makes claims to treat, cure, mitigate and does not comply with Health Canada requirements. Unlicensed products or products that do not meet licensing requirements are not permitted for sale on Amazon.ca. If you believe this decision was made in error please review the below checklist before submitting an appeal: - The product packaging is clearly labelled in English and French. - All labels, including the ingredient list, are clearly visible and uploaded to the product detail page. - All claims made on the product detail page and images comply with the terms of the product’s market authorization. - The DIN/ NPN is clearly visible on the product label and the DIN / NPN number is uploaded to
Thank you for selling with Amazon,
Naveen B.
Amazon.ca
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ATTENTION AMAZON PRODUCT COMPLIANCE TEAM :
I have spoken to Ken R from Amazon support over the phone today August 25 3:25pm and my listing is to be relisted.
I've received multiple replies from the following members these past weeks who ARE UNABLE TO HELP ME!
JOSEPH P
CYNTHIA D
Pushkara D.
Aasim M.
I've gotten the same replies from these team members to my cases from Amazon compliance analyst team and no one can fix my issue.
My product is NOT a health product and does not need a npn. It goes not growth treat or migate. I complied in all ways. Ingredient list, bilingual labels and instructions , all angels of product uploaded in product detail page and removed all words prohibited from my listing, description, details etc
================================
Amazon
Hello,
We received your appeal, but we are unable to reactivate your ASINs at this time.
Why did this happen?
The product detail page for the ASINs indicated in the next paragraph is not compliant with our policies.
What actions do I need to take?
To reactivate your ASINs, remove the prohibited content indicated below from your product detail page or provide additional evidence of compliance:
ASIN: B0DGKHV6SR
Recommended changes to be done: Kindly upload all side clear images, where the ingredient list and NPN or DIN-HM is clearly visible on the product label as well as the product package itself in both French AND English Labelling, to the product details page for further review. Please note that these images must be uploaded to the detail page, images just attached to the case are not subject to review for reinstatement consideration.
Amazon Services
Thank you for selling with Amazon,
Vijaylakshmi Y.
Amazon.ca
