Resource and support section
****Service Alerts****
LightEyez enacted a voluntary recall of ‘MSM Eye Repair drops’ purchased between April 11th and April 15th that shipped to North and South Carolina and Florida geographic areas.
During routine testing there was a contamination issue detected in batch ‘P15D7 April 11th 2023’ of the MSM Eye Repair Drop, only!
**All other batches of our MSM Eye Repair drop outside this timeframe were not affected.
This was not a product manufactured by LightEyez UK Ltd. but through a third party distributor based in Sarasota Florida.
Upon further investigation the contamination was found to be caused by a malfunctioning water deionisation and purification system, that was failing to filter water correctly. This faulty system allowed some unfiltered municipal water to combine with the eye drop solution. Once the issue was detected, production was halted and the product was immediately recalled. In addition, all customers that received the tainted batch P15D7 have been informed.
LightEyez has since ceased working with this distributor and is now manufacturing this product in our research facility in the United Kingdom. The UK LightEyez headquarters is where LightEyez products have always been manufactured outside of the United States. We previously allowed our USA distributor to manufacture the ‘Eye Repair MSM drop’, but recent events have shown they are not able to satisfy the stringent sanitary requirements imperative for this task.
Rest assured this problem does not apply to any of the other products LightEyez sells and our Eye Lightening, Colour Changing products and other MSM based drops are completely safe to use.
All our products have and continue to be extensively tested every week to make sure that they pass all necessary sanitary requirements at each stage of the manufacturing process.
At LightEyez customers eye health is of upmost importance. As part of the manufacturing process all products we manufacture are twice-weekly checked for sterility, pH, bacteria and other contamination. We have never found any instances of contamination or sterility problems with any our products manufactured by LightEyez UK since we started producing products in 2012. We have been consistently awarded best practice in our processes and stringent testing protocols every year.
Here at LightEyez we take responsibility! We understand that allowing a third party distributor to manufacture a product was a lapse in our judgement. We were assured that our distributor was competently testing in accordance with Good Manufacturing Processes (GMP) and matching our industry leading testing protocols. However, it seems that they were not fully transparent with LightEyez executive team as to the difficulties they were facing with the manufacturing process and their failures to service equipment in a timely manner, ultimately led to an unsatisfactory contamination of one batch of product.
We take eye health seriously at LightEyez and realise that this is something that simply cannot happen again. This is why going forward we have decided to take all international manufacturing in-house. We believe our products are best manufactured in our specialised facility with our industry knowledge and expertise. Only here can we stringently test and retest each batch of eye drops to make sure they are sterile, free of contamination and ultimately safe for all our valued customers across the world.
That being said, we do appreciate this is all still concerning and that we have let our customers down. We understand any lingering reluctance you may still have to continue using our products. Because of this we are more than happy to exchange any recent product you have ordered. This will be a fresh product, made to order and shipped directly from LightEyez UK,manufacturing. If you were using the MSM Eye Repair drop, we are also happy to replace this with another product in our lineup. Furthermore, We are also able to , on request, provide scientific reports on the sanitariness of the particular batch shipped direct to you in writing. We hope that you will take this as our assurance that we wish to do right by our customers and go above and beyond to make sure you receive safe and effective products every-time.
Kindest regards.
Dr. John Fitzpatrick
LightEyez: Product safety and Compliance
****Service Alerts****
LightEyez enacted a voluntary recall of ‘MSM Eye Repair drops’ purchased between April 11th and April 15th that shipped to North and South Carolina and Florida geographic areas.
During routine testing there was a contamination issue detected in batch ‘P15D7 April 11th 2023’ of the MSM Eye Repair Drop, only!
**All other batches of our MSM Eye Repair drop outside this timeframe were not affected.
This was not a product manufactured by LightEyez UK Ltd. but through a third party distributor based in Sarasota Florida.
Upon further investigation the contamination was found to be caused by a malfunctioning water deionisation and purification system, that was failing to filter water correctly. This faulty system allowed some unfiltered municipal water to combine with the eye drop solution. Once the issue was detected, production was halted and the product was immediately recalled. In addition, all customers that received the tainted batch P15D7 have been informed.
LightEyez has since ceased working with this distributor and is now manufacturing this product in our research facility in the United Kingdom. The UK LightEyez headquarters is where LightEyez products have always been manufactured outside of the United States. We previously allowed our USA distributor to manufacture the ‘Eye Repair MSM drop’, but recent events have shown they are not able to satisfy the stringent sanitary requirements imperative for this task.
Rest assured this problem does not apply to any of the other products LightEyez sells and our Eye Lightening, Colour Changing products and other MSM based drops are completely safe to use.
All our products have and continue to be extensively tested every week to make sure that they pass all necessary sanitary requirements at each stage of the manufacturing process.
At LightEyez customers eye health is of upmost importance. As part of the manufacturing process all products we manufacture are twice-weekly checked for sterility, pH, bacteria and other contamination. We have never found any instances of contamination or sterility problems with any our products manufactured by LightEyez UK since we started producing products in 2012. We have been consistently awarded best practice in our processes and stringent testing protocols every year.
Here at LightEyez we take responsibility! We understand that allowing a third party distributor to manufacture a product was a lapse in our judgement. We were assured that our distributor was competently testing in accordance with Good Manufacturing Processes (GMP) and matching our industry leading testing protocols. However, it seems that they were not fully transparent with LightEyez executive team as to the difficulties they were facing with the manufacturing process and their failures to service equipment in a timely manner, ultimately led to an unsatisfactory contamination of one batch of product.
We take eye health seriously at LightEyez and realise that this is something that simply cannot happen again. This is why going forward we have decided to take all international manufacturing in-house. We believe our products are best manufactured in our specialised facility with our industry knowledge and expertise. Only here can we stringently test and retest each batch of eye drops to make sure they are sterile, free of contamination and ultimately safe for all our valued customers across the world.
That being said, we do appreciate this is all still concerning and that we have let our customers down. We understand any lingering reluctance you may still have to continue using our products. Because of this we are more than happy to exchange any recent product you have ordered. This will be a fresh product, made to order and shipped directly from LightEyez UK,manufacturing. If you were using the MSM Eye Repair drop, we are also happy to replace this with another product in our lineup. Furthermore, We are also able to , on request, provide scientific reports on the sanitariness of the particular batch shipped direct to you in writing. We hope that you will take this as our assurance that we wish to do right by our customers and go above and beyond to make sure you receive safe and effective products every-time.
Kindest regards.
Dr. John Fitzpatrick
LightEyez: Product safety and Compliance
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Company Alerts:
We want to keep your privacy protected, therefore we are no longer displaying LightEyez on card statements.
The transaction will say:
LightSKN
Product alerts:
We have ceased using glass dropper bottles from January. We are now shipping all our lines in White and Plastic bottles from January 12th worldwide. We will now also be shipping in tamper evident seals, from January 15th
Usage instructions:
The new bottles are actually far easier to use than the old style ones.
1. No need to shake.
2. With the bottle tilted above the head/eyes, press lightly at the base(bottom) of the bottle to dispense a drop.
Do not press too hard, as this causes air to be drawn in.
All that is required is some light pressure to dispense a drop of liquid.
Troubleshooting:
If you are experiencing difficulties with the above. It is possible that the sugars in the honey can dry and block the dropper hole. Or, through pressing too hard on the dropper, air can be pulled into the dropper, stopping liquid from flowing freely. If you feel either of these scenarios has occurred, take a small needle and sterilise in Isopropyl Alcohol (Rubbing alcohol) for 10mins. Afterwards, push needle down by 2/5cm / 1 inch through dropper hole. This will release any blockage/pressure.
If this still does not work, remove the dropper cap, place in small glass and clean by shaking in some Isopropyl alcohol. This should hopefully release any blockage or trapped air.
We want to keep your privacy protected, therefore we are no longer displaying LightEyez on card statements.
The transaction will say:
LightSKN
Product alerts:
We have ceased using glass dropper bottles from January. We are now shipping all our lines in White and Plastic bottles from January 12th worldwide. We will now also be shipping in tamper evident seals, from January 15th
Usage instructions:
The new bottles are actually far easier to use than the old style ones.
1. No need to shake.
2. With the bottle tilted above the head/eyes, press lightly at the base(bottom) of the bottle to dispense a drop.
Do not press too hard, as this causes air to be drawn in.
All that is required is some light pressure to dispense a drop of liquid.
Troubleshooting:
If you are experiencing difficulties with the above. It is possible that the sugars in the honey can dry and block the dropper hole. Or, through pressing too hard on the dropper, air can be pulled into the dropper, stopping liquid from flowing freely. If you feel either of these scenarios has occurred, take a small needle and sterilise in Isopropyl Alcohol (Rubbing alcohol) for 10mins. Afterwards, push needle down by 2/5cm / 1 inch through dropper hole. This will release any blockage/pressure.
If this still does not work, remove the dropper cap, place in small glass and clean by shaking in some Isopropyl alcohol. This should hopefully release any blockage or trapped air.
Knowledge guides:
Coming soon
Why Can I sometimes Taste Eye Drops?
Sometimes with any type of eye drop, you can leave a taste in your mouth. What’s up with that?
Grab a mirror and pull down a little on your lower eyelid. Not far from the inside edge (on the side closest to your nose), you’ll notice a tiny hole. This is the lacrimal punctum. When you produce tears or have another liquid in your eyes, some of it drains into these holes and then into the lacrimal sac, the nasolacrimal duct, and eventually into the back of your nose and throat, where you might get a taste.
This is normal and safe, but eye drops aren’t exactly designed with flavor in mind. You can use a technique called "punctal occlusion" to slow or stop the draining, though. Just press a finger against the bony structure between your eye and the bridge of your nose. This stops up the eye’s drainage pipe and keeps the drops from flowing down into your nose. Keep pressing long enough and our formulas will absorb into the eye tissues instead of leaving a funky taste in your mouth. As an added bonus, this keeps the drops on your eye longer to do their job.
Troubleshooting:
1. Liquid does not come out of the dropper / my dropper is blocked. What do I do?
Unfortunately, sometimes the sugars in honey can solidify in the dropper assembly, causing a blockage.
If you are finding the bottle blocked, use a sterile needle to clear the blockage. To do this, soak a needle in some rubbing alcohol (isopropyl alcohol) for 10mins and then push it through the hole in the white plastic dropper tip.
In doing this:
.
You should find this clears any blockage.
Once you have cleared any blockage, the drops should flow easily out of the bottle. All that is needed is very light pressure to the base of the bottle (once it is aligned above your head/eyes).
2. Liquid is leaking out the top of the dropper, please help.Firstly, make sure that the bottle is kept upright. Any sort of eye drop bottle can leak if laid on its side.
Before use and after delivery allow to settle on flat surface in refrigerator for five hours before opening. Do not shake, as this can cause air to form in the dropper, this air will then force drops out of the dropper. Always return cap and fastly tighten after each drop.
This is especially true if it is an international shipment. Since transportation via air causes pressure to build up in containers.
If liquid is actively coming out the top, first remove the dropper cap with sterile gloves or throughly disinfected hands. To do this:
After removing the tip... apply some very slight pressure to the sides of the dropper bottle with your fingers and allow the liquid level to reach just to the top, but not enough so it spills over the edge. Then release your hand pressure gently, so as to not draw more air in. This will allow any trapped air to escape. Then carefully reinsert. This will allow air to escape and then prevent any further liquid escaping.
If liquid is coming out of the top one of three things could be happening:
1) Pressure has formed inside the bottle due to Airmail/International delivery. Please follow directions to remove dropper tip prior to use, in order to allow trapped air to escape.
2) Eye drops have been shaken up and air has formed inside the dropper assembly. A) In delivery the bottle will be shaken. Care must be taken when first opening to prevent liquid from leaking. Please allow to stand on a flat surface in refrigerator for five hours before opening. B) Dropper bottle has been shaken or dropped. If this occurs follow instructions as above and leave to stand for five hours.
3) Eyedrops are in too warm an environment. Care must be taken to keep the eyedrops stored in a cool place at all times. They must be stored in the refrigerator when you are not directly using them. If they are left too warm, it is possible that air can form inside and push liquid out as it escapes.
4). Too much air has been pulled into the bottle. Afterwards the air escapes and forces liquid out. To use the drops, you need only apply little or no pressure when the dropper bottle is aligned above your head/eyes. If you are pressing too hard (you will know this if more than one drop comes out at a time or you hear air being drawn in). This means you are drawing air into the bottle. This air will eventually have to escape and can force liquid out of the bottle and waste the solution.
We recommend following our good guidance and FAQ regarding proper dropper use; in order to prevent this from occuring.
If you find the dropper blocked and you have to force solution out. Please follow FAQ regarding dropper blockage above.
Coming soon
Why Can I sometimes Taste Eye Drops?
Sometimes with any type of eye drop, you can leave a taste in your mouth. What’s up with that?
Grab a mirror and pull down a little on your lower eyelid. Not far from the inside edge (on the side closest to your nose), you’ll notice a tiny hole. This is the lacrimal punctum. When you produce tears or have another liquid in your eyes, some of it drains into these holes and then into the lacrimal sac, the nasolacrimal duct, and eventually into the back of your nose and throat, where you might get a taste.
This is normal and safe, but eye drops aren’t exactly designed with flavor in mind. You can use a technique called "punctal occlusion" to slow or stop the draining, though. Just press a finger against the bony structure between your eye and the bridge of your nose. This stops up the eye’s drainage pipe and keeps the drops from flowing down into your nose. Keep pressing long enough and our formulas will absorb into the eye tissues instead of leaving a funky taste in your mouth. As an added bonus, this keeps the drops on your eye longer to do their job.
Troubleshooting:
1. Liquid does not come out of the dropper / my dropper is blocked. What do I do?
Unfortunately, sometimes the sugars in honey can solidify in the dropper assembly, causing a blockage.
If you are finding the bottle blocked, use a sterile needle to clear the blockage. To do this, soak a needle in some rubbing alcohol (isopropyl alcohol) for 10mins and then push it through the hole in the white plastic dropper tip.
In doing this:
- Make sure that the needle is pointed straight down (perpendicular) to the bottle and lined up to the hole.
- Push it straight down (by approximately one 2.5cm / 1 inch).
- Move it up and down a couple of times.
- If you are finding this difficult, instead use clean hands to take the dropper tip off and then put the needle through tip, whilst holding it in your other hand. This will allow you to line it up easier and see it going straight through. To take the tip of, hold the dropper bottle vertically, in a fist like motion. Use your thumb to push the tip, you should feel it move and come of. Apply more pressure if you struggle to make it move. To re-apply, push hard downwards, whilst holding the dropper bottle firmly.
.
You should find this clears any blockage.
Once you have cleared any blockage, the drops should flow easily out of the bottle. All that is needed is very light pressure to the base of the bottle (once it is aligned above your head/eyes).
2. Liquid is leaking out the top of the dropper, please help.Firstly, make sure that the bottle is kept upright. Any sort of eye drop bottle can leak if laid on its side.
Before use and after delivery allow to settle on flat surface in refrigerator for five hours before opening. Do not shake, as this can cause air to form in the dropper, this air will then force drops out of the dropper. Always return cap and fastly tighten after each drop.
This is especially true if it is an international shipment. Since transportation via air causes pressure to build up in containers.
If liquid is actively coming out the top, first remove the dropper cap with sterile gloves or throughly disinfected hands. To do this:
- Hold the dropper bottle vertically (in a fist like motion). Use your thumb to push the tip, you should feel it move and come of. Apply more pressure if you struggle to make it move. To re-apply, push hard downwards, whilst holding the dropper bottle firmly.
After removing the tip... apply some very slight pressure to the sides of the dropper bottle with your fingers and allow the liquid level to reach just to the top, but not enough so it spills over the edge. Then release your hand pressure gently, so as to not draw more air in. This will allow any trapped air to escape. Then carefully reinsert. This will allow air to escape and then prevent any further liquid escaping.
If liquid is coming out of the top one of three things could be happening:
1) Pressure has formed inside the bottle due to Airmail/International delivery. Please follow directions to remove dropper tip prior to use, in order to allow trapped air to escape.
2) Eye drops have been shaken up and air has formed inside the dropper assembly. A) In delivery the bottle will be shaken. Care must be taken when first opening to prevent liquid from leaking. Please allow to stand on a flat surface in refrigerator for five hours before opening. B) Dropper bottle has been shaken or dropped. If this occurs follow instructions as above and leave to stand for five hours.
3) Eyedrops are in too warm an environment. Care must be taken to keep the eyedrops stored in a cool place at all times. They must be stored in the refrigerator when you are not directly using them. If they are left too warm, it is possible that air can form inside and push liquid out as it escapes.
4). Too much air has been pulled into the bottle. Afterwards the air escapes and forces liquid out. To use the drops, you need only apply little or no pressure when the dropper bottle is aligned above your head/eyes. If you are pressing too hard (you will know this if more than one drop comes out at a time or you hear air being drawn in). This means you are drawing air into the bottle. This air will eventually have to escape and can force liquid out of the bottle and waste the solution.
We recommend following our good guidance and FAQ regarding proper dropper use; in order to prevent this from occuring.
If you find the dropper blocked and you have to force solution out. Please follow FAQ regarding dropper blockage above.
Product alerts:
We have ceased using glass dropper bottles from January. We are now shipping all our lines in White and Plastic bottles from January 12th worldwide. We will now also be shipping in tamper evident seals, from January 15th
Usage instructions:
The new bottles are actually far easier to use than the old style ones.
1. No need to shake.
2. With the bottle tilted above the head/eyes, press lightly at the base(bottom) of the bottle to dispense a drop.
Do not press too hard, as this causes air to be drawn in.
All that is required is some light pressure to dispense a drop of liquid.
Troubleshooting:
If you are experiencing difficulties with the above. It is possible that the sugars in the honey can dry and block the dropper hole. Or, through pressing too hard on the dropper, air can be pulled into the dropper, stopping liquid from flowing freely. If you feel either of these scenarios has occurred, take a small needle and sterilise in Isopropyl Alcohol (Rubbing alcohol) for 10mins. Afterwards, push needle down by 2/5cm / 1 inch through dropper hole. This will release any blockage/pressure.
If this still does not work, remove the dropper cap, place in small glass and clean by shaking in some Isopropyl alcohol. This should hopefully release any blockage or trapped air.
We have ceased using glass dropper bottles from January. We are now shipping all our lines in White and Plastic bottles from January 12th worldwide. We will now also be shipping in tamper evident seals, from January 15th
Usage instructions:
The new bottles are actually far easier to use than the old style ones.
1. No need to shake.
2. With the bottle tilted above the head/eyes, press lightly at the base(bottom) of the bottle to dispense a drop.
Do not press too hard, as this causes air to be drawn in.
All that is required is some light pressure to dispense a drop of liquid.
Troubleshooting:
If you are experiencing difficulties with the above. It is possible that the sugars in the honey can dry and block the dropper hole. Or, through pressing too hard on the dropper, air can be pulled into the dropper, stopping liquid from flowing freely. If you feel either of these scenarios has occurred, take a small needle and sterilise in Isopropyl Alcohol (Rubbing alcohol) for 10mins. Afterwards, push needle down by 2/5cm / 1 inch through dropper hole. This will release any blockage/pressure.
If this still does not work, remove the dropper cap, place in small glass and clean by shaking in some Isopropyl alcohol. This should hopefully release any blockage or trapped air.
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