The Case: An Unexpected Reaction

Recently, a customer reached out to us with a concerning report. They claimed to have suffered a severe skin reaction, described as a "second-degree chemical burn," after using Shade All-Natural Sunscreen. This was particularly alarming because they had conducted a 48-hour patch test before applying it more extensively on their shoulders and arms. No issues arose during the patch test, but the situation changed dramatically after further application.

The customer experienced redness, peeling, and blistering, which caused significant discomfort and alarm. The initial thought was to suspect the sunscreen. However, since the product was discarded, the batch number could not be retained. This left us with limited direct evidence to investigate further.

Our Initial Response

Acknowledgment and Inquiry: We responded promptly to the customer's concerns, asking for more details about the incident. This included purchase details, any previous reactions to similar ingredients, and whether any other products were used concurrently. Our goal was to gather a comprehensive understanding of the customer's experience so we could address it effectively.

Investigation: We took the complaint seriously and initiated an internal investigation. This involved consulting with our manufacturing partner to assess potential issues with the product batches sold around the time of purchase.

Chemical Burn or Sunburn? Unravelling the Mystery

The investigation led us to explore what might have gone wrong. The symptoms experienced by the customer—redness, peeling, and blistering—could indeed indicate a chemical burn. However, these are also classic signs of sunburn. This raises a critical question: Was the reaction truly caused by our product, or could it be a case of severe sunburn?

Chemical Burn vs. Sunburn: Understanding the Difference

• Chemical Burns: These occur when the skin comes into contact with an irritant or allergen that causes damage. In the context of skincare, chemical burns are often linked to harsh or reactive ingredients. Shade All-Natural Sunscreen, however, is formulated with just four natural ingredients: Organic Unrefined Coconut Oil, Organic Unrefined Shea Butter, Unrefined Beeswax, and Non-Nano Zinc Oxide. Each ingredient is carefully selected for its gentle, skin-friendly properties and has been extensively tested for safety.
• Sunburns: Sunburns happen when the skin is exposed to excessive UV radiation, overwhelming its natural defence mechanisms. Even the best sunscreens require proper application and additional protective measures, such as wearing hats, long sleeves, and seeking shade, to be truly effective.

Why it was Likely Sunburn

Upon reviewing the customer's experience and the circumstances surrounding it, several points lead us to believe this might have been a severe sunburn rather than a chemical burn:

1. Successful Patch Test: The customer did not experience any issues during the 48-hour patch test, suggesting the product itself was not the trigger.
2. Ingredients and Safety: Shade's ingredients have been assessed and certified as safe for all skin types. The Cosmetic Product Safety Report (CPSR) indicates no concerns regarding the use of these ingredients. The factory follows GMP practices and all of these were followed at the time of manufacture - there was no possibility of contamination either of the ingredients or the batches.
3. Lack of Widespread Issues: Given the volume of Shade sold and the absence of similar reports, a systemic product issue seems unlikely.
4. Environmental Factors: The potential for UV overexposure was significant, especially if other sun protection measures weren't employed effectively. Activities like swimming and being near reflective surfaces can increase UV exposure.

Reflective Questions for Sun Safety

To help prevent future incidents, I encourage everyone to consider the following factors when using sunscreen:

• Type of Sunscreen: Are the sunscreens you're accustomed to different from mineral-based ones like Shade? Do you know how the product works, to ensure you use it properly?
• UV Index Awareness: Check the UV index high at the location, and follow the appropriate precautions advised.
• Comprehensive Sun Protection: Use additional methods such as hats, clothing, and shade alongside your sunscreen.
• Proper Application: Ensure you apply adequate sunscreen. Sunscreen should be reapplied every two hours and after swimming or sweating.
• Time of Sun Exposure: What time and for how long do you intend to be in the sun? Minimise exposure during peak UV hours (10 am - 4 pm).
• Altitude and Medications: Higher altitudes increase UV exposure, and some medications can heighten skin sensitivity to the sun. Ensure you are aware of the environmental and personal risks you might be exposing yourself to.
• Will you be acclimatising your skin to the sun? Before prolonged exposure, for example when going on holiday, ensure you acclimatise your skin to the sun with gradual exposure, to help your skin build natural resistance.

Our Stance on Skin Types and Product Claims

We stand by our claim that Shade All-Natural Sunscreen is suitable for all skin types. Dermatology recognises five main skin types: Normal, Oily, Dry, Sensitive, and Combination. Shade is formulated with these categories in mind and is crafted to be as inclusive as possible.

While acknowledging that individual reactions can occur, we stress that these are exceptions rather than the rule, given the extensive safety measures in place.

A Learning Experience for All

This case highlights the importance of understanding both product use and individual skin responses. As I mentioned before:

"Sunscreen is only one form of protection. Just as wearing a seatbelt is essential but not a guarantee against harm without safe driving practices, sunscreen must be part of a broader strategy that includes various sun safety measures."

In this particular situation, the evidence suggests that the user's painful experience was likely due to UV overexposure rather than the sunscreen itself. However, it is a valuable reminder that even the best products require proper application and a holistic approach to sun protection to be truly effective.

Conclusion: Importance of Proper Sunscreen Use

This experience with Shade All-Natural Sunscreen underscores a crucial point: when adverse reactions to sunscreens occur, it is more often a matter of how the product is used rather than a fundamental flaw in the product itself. Sunscreens are designed to be a line of defence against the sun's harmful rays, but they work best when used correctly and in conjunction with other protective measures.

As we enjoy the outdoors and seek the benefits of sun exposure, let's remember to arm ourselves with the knowledge and tools needed to stay safe. By doing so, we can embrace the sun responsibly and keep our skin healthy and protected.