Cosmetic products restricted due to Canada Natural Health Products Regulations (NPN/DIN)
Just like many cosmetics sellers on Amazon Canada, I'm currently facing a major hurdle due to Health Canada regulations. Amazon has restricted 6 of our cosmetic products, claiming they're classified as Natural Health Products (NHPs) or Drug Identification Numbers (DINs) and are subject to FDA regulations.
However, this is inaccurate. All our products are readily available at Walmart and other physical stores, demonstrating their classification as cosmetics with proper labeling in both English and French. Additionally, Health Canada recognizes them with assigned cosmetic numbers.
The frustration lies in our repeated appeals to Seller Support. Despite attaching our Health Canada email confirming the cosmetics numbers, we receive the same generic response about updating the DIN, suggesting the system still misidentifies our products as NHPs.
This has escalated to the point where our FBA inventory has been removed and returned. Therefore, I'm seeking assistance from fellow sellers or Amazon managers who have navigated similar challenges with Health Canada regulations. Any insights or guidance on conclusively resolving this issue would be immensely valuable.
I sincerely appreciate your support and expertise in this matter.
Your support and expertise in this matter are invaluable, and I extend my sincere thanks for any assistance you can provide.
Cosmetic products restricted due to Canada Natural Health Products Regulations (NPN/DIN)
Just like many cosmetics sellers on Amazon Canada, I'm currently facing a major hurdle due to Health Canada regulations. Amazon has restricted 6 of our cosmetic products, claiming they're classified as Natural Health Products (NHPs) or Drug Identification Numbers (DINs) and are subject to FDA regulations.
However, this is inaccurate. All our products are readily available at Walmart and other physical stores, demonstrating their classification as cosmetics with proper labeling in both English and French. Additionally, Health Canada recognizes them with assigned cosmetic numbers.
The frustration lies in our repeated appeals to Seller Support. Despite attaching our Health Canada email confirming the cosmetics numbers, we receive the same generic response about updating the DIN, suggesting the system still misidentifies our products as NHPs.
This has escalated to the point where our FBA inventory has been removed and returned. Therefore, I'm seeking assistance from fellow sellers or Amazon managers who have navigated similar challenges with Health Canada regulations. Any insights or guidance on conclusively resolving this issue would be immensely valuable.
I sincerely appreciate your support and expertise in this matter.
Your support and expertise in this matter are invaluable, and I extend my sincere thanks for any assistance you can provide.
9 replies
Seller_7LrAV0m5llaI7
Anytime I have this issue regular seller support is useless and I have to get the Executive Seller Relations team involved. It is clear that the regular seller support team does not have any common sense and just like copy pasting replies to close off each case to get paid per case.
Seller_RBv4mPFm7TIqv
Amazon's bots may have done this for a few reasons:
1. Your cosmetic is in fact a NHP (like sunscreens, diaper rash, anti-itch, acne product)
2. You are making claims that infer a health claim which are not allowed on cosmetics.
I'd suggest reaching out to Quality Smart Solutions. They have helped us out in many of these issues.
Seller_TK27MW61dNJF3
@Sunnie_Amazon could you look at my case and help ?
Seller_AD3bUD1zoYpLn
We had two of our products removed and took us two months to reinstate them. Now we have another product thats been removed. We have a cosmetics number too.
Our experience with the appeal team has been deeply frustrating and unproductive. What is particularly disheartening is the persistent feeling that, they do not genuinely read our emails but instead provide repetitive, copy-pasted responses.
Here's something that might Help you:
1- Temporarily delete or modify almost all content related to your product, including A+, Hero images and descriptions.
2- Upload clear images of the front and back panels of your original packaging.
3- Close any existing open cases for the affected ASINs.
4- Open a new case specifically addressing the issue. Clearly state the problem, provide evidence, and request an internal investigation. (Attach original packaging images)
Good Luck!
Stevie_Amazon
Hi there @Seller_TK27MW61dNJF3,
Thank you for utilizing the Seller Forums.
"I'm currently facing a major hurdle due to Health Canada regulations. Amazon has restricted 6 of our cosmetic products, claiming they're classified as Natural Health Products (NHPs) or Drug Identification Numbers (DINs) and are subject to FDA regulations."
I understand your product has been identified as a a Natural Health Product or drug.
With restricted product policies on Amazon, even when a product is not an exact match to an identified or self-evident restricted product, making restricted claims will leave the product subject to restricted product policies. This can include keywords or phrases and is not limited to only the product detail page information but the images of the product as well. In most cases, the product packaging could make the claims or be missing information as well, thus qualifying it for this type of violation.
In terms of these products being cosmetics and natural health products, cosmetics can be considered a drug or natural health product if they are manufactured, sold or represented for use in:
- the diagnosis, treatment, mitigation or prevention of a disease, disorder or abnormal physical state, or its symptoms, in human beings or animals;
- restoring, correcting or modifying organic functions in human beings or animals; or
- disinfection in premises in which food is manufactured, prepared or kept.
"1. Your cosmetic is in fact a NHP (like sunscreens, diaper rash, anti-itch, acne product)
2. You are making claims that infer a health claim which are not allowed on cosmetics."
As @Seller_RBv4mPFm7TIqv has stated here, certain claims might be the reason your items have been marked as restricted. What information is present on the listings and products themselves?
- The Natural Health Product Regulations specifically identify the following substances as NHPs:
- Vitamins, including multi-vitamins, synthetic versions
- Minerals
- Plant materials and isolates or extracts thereof, for example, grapeseed oil extract supplements used for herbal remedies, including synthetic versions
- Probiotics
- An amino acid, including synthetic versions
- An essential fatty acid, including synthetic versions
- Homeopathic Medicines
- Traditional Medicines, for example, traditional Chinese medicine or Ayurvedic products
NHPs come in a wide variety of forms, such as Tablets, Capsules, Tinctures, Solutions, Creams, Ointments, Powders and Drops.
Do any of the above attributes or situations apply to your products?
could you look at my case and help ?
If you do not mind providing your case ID here, I will gladly look into this for you.
I also suggest you go through your listings and compare them with all of the information listed in the applicable policy pages link above. You will want to remove any claims, keywords, or update images to comply with Amazon policies.
"Here's something that might Help you:
1- Temporarily delete or modify almost all content related to your product, including A+, Hero images and descriptions.
2- Upload clear images of the front and back panels of your original packaging.
3- Close any existing open cases for the affected ASINs.
4- Open a new case specifically addressing the issue. Clearly state the problem, provide evidence, and request an internal investigation. (Attach original packaging images)"
@Seller_AD3bUD1zoYpLn has made good points here and I would like to acknowledge that these are the correct next steps.
If you need further support here, please do not hesitate to continue utilizing this thread. The Forums community and I are here to support you. If able, I also urge you to reach out the Account Health Support team for assistance with addressing any violations.
All the best,
Stevie
