Mailisa Cosmetics Recall: ‘I Spent Over $750 on a Full Set—Now Who Do I Turn to for a Refund?’

Recall of 162 Products Due to Missing PIF Documentation

On November 25th, the Drug Administration of Vietnam’s Ministry of Health officially issued a recall order for 162 cosmetic products and 80 registration numbers associated with MK Skincare, a subsidiary of the Mailisa ecosystem.

The reason for this action is the company’s failure to provide Product Information Files (PIF), a mandatory document in the cosmetics industry. PIFs are essential to verify product quality standards, manufacturing processes, and safety. Without PIFs, these products lack proof of quality, have unverifiable origins, and pose potential health risks to consumers.

The recall is being executed in full compliance with legal regulations. Importantly, this is a mandatory recall ordered by state authorities, not a voluntary action by the company.

News of the recall quickly sparked widespread discussion on social media. Many consumers shared that they had spent millions to tens of millions of Vietnamese dong on Mailisa/MK Skincare skincare sets.

Numerous users reported incomplete treatments, with some experiencing skin irritation and redness. Most expressed concern over the refund and exchange process, as many Mailisa branches have suspended operations due to ongoing investigations.

One customer lamented, “I spent over 17 million dong on a full set, only to find out now that the products lack safety documentation. Who do I turn to for a refund?”

Companies Must Refund and Compensate for Damages

According to Attorney Hạ Thị Thu Thảo (Ho Chi Minh City Bar Association), the Ministry of Health’s recall decision provides a clear legal basis for consumers to demand their rights, including refunds, product exchanges, or compensation for health-related damages.

Attorney Thảo emphasized, “When a mandatory recall is issued by regulatory authorities, companies are legally obligated to assume civil liability toward consumers. Even in cases of unintentional negligence, compensation is required if the products cause harm.”

Under the 2023 Consumer Protection Law and Decree 54/2024, all entities in the supply chain (manufacturers, importers, distributors, and retailers) must: Provide accurate and transparent product information; ensure quality and safety; recall defective products; publicly disclose recall reasons, collection points, and exchange procedures; and proactively compensate affected customers.

Legal experts advise Mailisa/MK Skincare customers to take the following steps: Retain all related documents, including receipts, purchase messages, product photos, packaging, and labels, as evidence for refund claims. Immediately discontinue product use to avoid potential health risks. Submit refund/compensation requests to the seller in writing or via email, citing the Ministry of Health’s recall decision and the Consumer Protection Law.

If the company fails to respond, seek intervention from authorities such as the Drug Administration, the Competition and Consumer Protection Department, or the local Health Department where the product was purchased.

To protect the community, users are encouraged to share recall information to prevent further use of banned products.

Attorney Hạ Thị Thu Thảo noted that this large-scale recall marks one of the most significant enforcement actions in Vietnam’s cosmetics industry in recent years. The company’s failure to provide PIF documentation and the subsequent mandatory recall expose critical gaps in product registration and distribution processes, underscoring the need for tighter market regulation. Amid ongoing investigations into Mailisa’s alleged smuggling activities, ensuring consumer refunds, compensation, and health protection has become an urgent priority.