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Vyne からの回答

2025年12月8日

Hi Rachel, I’m sorry to hear you’re not happy with your Vyne Shop order. I have spoken with our Operations Director to understand what happened, specifically concerning the absence of lot and expiry details on the individual tube of Hydrogel 15g.

The lot number and expiry date were printed on the outer packaging of the dressings. These details were also recorded in our system before dispatch, so we can confirm the product was within its shelf life and fully traceable. I'm aware our Customer Care team have shared this information with you on the 4th of December 2025.

It is industry practice for single-use medical devices such as the Hydrogel Dressings you have ordered to carry mandatory information on the outer carton. While the individual tube did not display the expiry/lot information, the outer packaging did, and this was retained internally for traceability. I can understand that the absence of expiry/lot details on the individual tube may cause concern for the end-user of the item once the outer packaging is discarded, but I just want to reassure you that this has been recorded internally and can be shared with you.

To address this, we are working with our supplier to ensure expiry and lot details are printed on both the outer box and individual units. This has been updated in later manufacturing runs by the supplier. Our Customer Care team will email an image of this over to you as I’m unable to share it here.

We want to reassure you that the dressing you received was compliant, safe, and traceable. Thank you again for raising this - your feedback helps us improve the service we provide. Should you wish, we would be happy to send out 3 tubes of the Activheal Hydrogel 15g to you free of charge, these tubes will be from the later manufacturing run and contain both the expiry and lot number on the tube.

Many thanks, Rob (Ecommerce Manager)