Recall Hotline: 877-643-8440    

 

Recall Hotline: 877-643-8440  

 

Frequently Asked Questions


Q: Why are the Allure hair dryers being recalled?

A: In cooperation with the U.S. Consumer Product Safety Commission ("CPSC"), Xtava is voluntarily recalling Allure and Allure Pro hair dryers sold from October 2014 through August 2018 because the hair dryer and power cord can overheat and catch fire, posting fire, burn, and electrical shock hazards.


Q: Which products are being recalled?

A: All Allure and Allure Pro hair dryers sold individually or as part of a hair care kits (that included hair treatment products, a flat iron, and/or a diffuser) from October 2014 through August 2018.


Q: How do I know if my hair dryer is affected by the recall?

A: The recalled hair dryers were only sold in black and white.  The name “xtava” is printed on the blower end of the hair dryer.  The hair dryer has three heat settings (low, medium, high) and two speed settings.


Some of the recalled hair dryers also have a label underneath the back of the unit bearing the following SKU/model numbers:  XTV010001, XTV010001N, XTV010002, or XTV010002N.  However, not all units have a label with a model number.  (See photo below for label location.)


Some of the recalled hair dryers were also sold in hair care kits that included (depending on the kit) hair treatment products, a flat iron, or a diffuser.  The hair care kits are:


*Curly hair kit - Black Allure Supreme with Black Orchid

*Curly hair kit - White Allure Supreme with White Orchid

*White Allure Supreme with Pomona Goddess

*Black Allure Supreme Pro with Aurora Goddess

*White Curly Hair Kit + Clips

*Black Curly Hair Kit + Clips


If you believe you have a recalled hair dryer, PLEASE STOP USE IMMEDIATELY.  Please register online at https://recall-xtava-allure.expertinquiry.com to participate in the voluntary recall or go to www.xtava.com and click on "Product Recalls" for more information.


 
 

Q: When and where were these hair dryers sold?

A: The hair dryers were sold by Xtava on Amazon.com, eBay.com, Walmart.com, Xtava.com, Groupon.com  between October 2014 through February 2018.  We are aware that the hair dryers have also been sold online by certain re-sellers through August 2018, without Xtava's authorization.


Q: How do I participate/register for the recall?

A: To participate in the voluntary recall, please register online at https://recall-xtava-allure.expertinquiry.com and provide your contact information.  After you register, we will send you an email with a reference ID and a link to our webpage that provides instructions on how to disable your hair dryer.  You will be asked to upload a photo of your disabled hair dryer along with your name and reference ID.  Once Xtava confirms that your registration was successful, Xtava will send you an email that your registration has been approved for a replacement hair dryer that will be shipped to you at no charge.


Q: I no longer have the purchase receipt for my recalled hair dryer.  Am I still eligible for the free replacement hair dryer?

A: Yes, please register online at https://recall-xtava-allure.expertinquiry.com and provide the required contact information.  Xtava will then email you with further instructions on how to receive your free replacement hair dryer.     


Q: My Allure hair dryer does not have a label with a SKU number on it, but it has “xtava” on its side.  Am I still eligible for the free replacement hair dryer?

A: Yes, please register online at https://recall-xtava-allure.expertinquiry.com and provide the required contact information.  Xtava will then email you with further instructions on how to receive your free replacement hair dryer. 


Q: What happens if I don’t upload a photograph of my hair dryer?

A: In order to receive a free replacement hair dryer, you must upload a photo of your hair dryer with the power cord cut following the instructions that Xtava will provide upon registration.  Disabling the hair dryer by cutting the power cord allows us to confirm that the recalled hair dryer can no longer be used.


Q: What if I own more than one of these hair dryers?

A:  Allure and Allure Pro hair dryers sold from October 2014 through August 2018 are part of the recall. Consumers that own more than one hair dryer should register for the recall at https://recall-xtava-allure.expertinquiry.com.

Q: I am a reseller of these hair dryers.  What should I do?

A:  Please stop sale of the recalled hair dryers immediately.  It is unlawful to sell or offer for sale a product that is subject to a voluntary recall by the manufacturer conducted in cooperation with CPSC.  Xtava has notified all known resellers of the hair dryers and provided instructions.  If you have questions, please contact us at 877-643-8440, Monday to Friday 8am – 5pm ET.

Q: Is there a limit on the number of hair dryers I can register for a replacement?

A:  Consumers can receive free replacements for the number of recalled units purchased.


Q: My hair dryer appears to be running fine.  Can I continue to use it?

A: No, PLEASE STOP USE IMMEDIATELY and register to participate in the recall at https://recall-xtava-allure.expertinquiry.com.

Q: Is there a time limit on this recall?

A:  No, but PLEASE STOP USE IMMEDIATELY and register to receive a free replacement hair dryer online at https://recall-xtava-allure.expertinquiry.com.


Q: Will I get the same kind of hair dryer as a replacement?

A: Xtava will provide consumers with a replacement hair dryer that is functionally equivalent to the Allure.


Q: Why do I need to disable my hair dryer?

A: In order to receive a free replacement hair dryer, you must upload a photo of your hair dryer with the power cord cut following the instructions provided by Xtava. Disabling the hair dryer by cutting the power cord allows us to confirm that the recalled hair dryer can no longer be used.


Q: How do I disable my hair dryer?

A: Upon registering for the recall, we will email you with a link to a webpage that provides instructions to disable the hair dryer.  For your safety, please stop using the hair dryer immediately.

Q: How do I upload a photo of my disabled hair dryer?

A:  You must first register online at https://recall-xtava-allure.expertinquiry.com.  Xtava will send you an email with a link and instructions on how to disable your hair dryer and upload a photo.  Xtava will send the link to the email address that you used to register.  


Q: How long will it take to receive a replacement hair dryer?

A: Once Xtava sends you an email confirming that we received your photo of the disabled hair dryer, you should receive your replacement hair dryer within approximately 4-6 weeks. 



If you have further questions, please call 877-643-8440, Monday to Friday 8am – 5pm ET