If someone may have been harmed
Seek medical attention first when there are urgent symptoms or a risk of harm. A website enquiry must not delay clinical care. If a quality problem is associated with a suspected adverse event, identify both aspects and follow the safety reporting guidance.
Do not change a prescribed treatment without appropriate professional advice. If you suspect a product is unsafe, obtain prompt advice from a pharmacist, treating professional or competent authority about continued use, alternatives and handling.
What can be reported
Examples include damaged or leaking containers, unusual particles or appearance, apparent contamination, missing or inconsistent labels, strength or pack discrepancies, damaged seals, suspected storage or transport excursions, unexpected device behaviour and suspected falsification. Describe what you observed without assuming a technical cause.
A product carrying a similar name or logo is not automatically authentic. The development portfolio does not establish that a medicine offered for sale has been produced or authorised by Luang Pharma. Unexpected offers and packs using the company’s identity can be raised for verification.
Information useful in an initial message
Email the contact form, saying in the message that it concerns product quality. Include the country, product wording on the pack, substance, strength, dosage form, batch or lot number, expiry date and where and when it was obtained, as far as known.
Explain the issue, when it was noticed, whether the pack has been opened and whether anyone has used the product or experienced harm. Clear photographs of the container, label, seal and batch information can help. Redact patient names, addresses, prescription labels and unrelated financial information. Keep the original receipt and communications where available.
A missing detail should not prevent an initial report. Do not email full medical records or ship a sample before receiving appropriate instructions. Samples may require controlled handling, transport and an agreed chain of custody.
Preserving evidence and avoiding further risk
Keep the original packaging and product, where safe and appropriate, in accordance with the labelled conditions while seeking professional instructions. Do not taste, inject, dismantle or otherwise test a suspicious medicine yourself. Keep it away from children and other people who might use it inadvertently.
For institutional stock, follow your organisation’s quality procedures and the competent authority’s directions on identification, segregation and further distribution. Do not return a suspected falsified product into a supply chain or dispose of evidence without considering the appropriate authority’s instructions.
Understanding a recall notice
A recall applies to the products, batches, presentations, countries and actions specified in the actual notice. A shared active substance or a similar brand does not establish that every product is affected. Conversely, absence of a notice on this corporate website does not prove that a product or batch is unaffected.
Use the competent medicines authority’s published alerts and the responsible supplier’s confirmed communication. Follow the stated action and deadline and obtain professional advice if continuity of treatment is an issue. This page is reporting guidance, not a live worldwide recall register or a batch-release verification service.
Follow-up, records and confidentiality
The company may need to clarify a product’s association with Luang Pharma or refer the concern to the actual responsible party. Relevant information may need to be shared with a competent authority or appropriate supply-chain party where lawfully justified. Reporting does not establish authenticity, liability or the outcome of a technical investigation.
Information handling follows the privacy policy. Do not assume absolute confidentiality where safety or regulatory duties require an appropriate disclosure. Commercial return, replacement or reimbursement terms, where a lawful sale exists, are separate from the obligation to raise a safety or quality concern.