MoCRA Adverse Product Reaction Policy

Adverse Product Reaction Policy

At ORLANE, your safety and satisfaction are our top priorities. In compliance with the Modernization of Cosmetics Regulation Act (MoCRA), we are dedicated to ensuring the highest standards of product quality and safety.

Reporting an Adverse Reaction

If you experience an unexpected or undesirable reaction to one of our products, please follow the steps below:

  1. Stop Using the Product: Discontinue use immediately if you experience irritation, redness, swelling, or any other symptoms of discomfort.
  2. Seek Medical Attention: If necessary, contact a healthcare professional for advice or treatment, especially in the case of severe reactions.
  3. Contact Us Directly: Please report any adverse reactions to our customer service team as soon as possible. You can reach us at:
    • Email: info@orlane.com
    • Phone: 1-877-737-5353
    • Online Form: 

When reporting an adverse reaction, please provide the following information:

  • Your name and contact details.
  • The name of the product involved.
  • The lot number.
  • A description of the symptoms you experienced.
  • The date and time the reaction occurred.
  • The date and place of purchase.
  • Any other relevant details, such as the duration of use or any other products you may have been using at the same time.

Investigation and Follow-Up

Once we receive your report, we will:

  1. Acknowledge your report: You will receive a confirmation of receipt within 48 hours.
  2. Conduct a thorough investigation: Our team will investigate the issue, including a review of counter sample a tour facility, product lot verification, and testing procedures.
  3. Ask you to return the product in order to conduct appropriate investigations.
  4. Work with Regulatory Authorities: As required by MOCRA, we will report serious adverse events to the U.S. Food and Drug Administration (FDA) and fully cooperate with their investigation.
  5. Keep you updated: We will provide updates on the progress of our investigation and any actions taken.

Commitment to Product Safety

We are continuously monitoring the safety and efficacy of our products and adhering to the latest regulations. Your feedback plays a crucial role in this process, helping us improve our products and ensure the safety of our customers.