Jolicare: Lessons learned from a scandal

Established in 2020, Jolicare is a Malaysian herbal skincare brand whose mission is to provide consumers with steroid-free products for dry, itchy, and sensitive skin. While making a name for itself in the industry, in 2022, the company was embroiled in a scandal that almost led to its closure.  It was revealed that their product, Jolicare Cream, marketed as herbal, actually contained steroids. Apparently, their supplier in China had included the ingredient without the company’s knowledge or consent. While the criteria for what constitutes steroids may vary in China, this contradicts all the assurances the company had given to its customers.

Upon discovery, the company made the decision to inform their customers and offered refunds to those who requested them, returning over RM100,000 (about USD22,820.00). Following that, the company discarded almost RM 600,000 (USD136,920.00) worth of products to ensure no compromised items remained in circulation. This tough decision nearly led to the closure of the business.

"Taking responsibility for our mistakes was essential, and we knew the only way forward was to learn from the experience and rebuild trust with our customers," said Caleb, CEO of Jolicare. "Customer trust is the most important thing, and we are committed to doing the right thing to honor that trust."

The decision to be transparent also brought consequences. Fortunately, many of Jolicare's customers supported the company during this challenging period, enabling it to not only survive but also emerge stronger than before.

Fast-forward to the present, the company offers the new formulation of Jolicare Cream 2.0 which has regained the trust of over 70,000 customers at home and in Singapore, Hong Kong, the United States, and New Zealand.

The new cream is 100% steroid-free and has undergone rigorous testing to ensure its safety and efficacy. Designed to repair dry, itchy, and sensitive skin, ensuring that every ingredient is exactly as promised, with the brand strictly adhering to international standards.

Jolicare is again recognized as a genuinely herbal skincare company that upholds its commitment to being steroid-free while providing effective, long-term skin repair solutions for a range of common skin issues, such as eczema and psoriasis.

The incident has taught Jolicare valuable lessons particularly on the complexities of international regulations. 

"What we experienced showed us that regulations and standards can be different between countries. This is why we've made it a priority to enhance our product design and manufacturing standards, and enforce even stricter product testing policies," said Caleb.

To prevent past issues from repeating, Jolicare now works exclusively with internationally certified manufacturers who meet the highest global standards for skincare production. These partnerships, along with multiple levels of testing for steroids, cruelty-free certification, GMP compliance, and other relevant standards, guarantee that Jolicare's formulations are safe and true to their herbal promise.

"The journey wasn't easy, but I'm grateful to the incredible team who stood by us," added Caleb. "Though there were setbacks, we were blessed with customers who trusted and supported us. We received so many kind words, and it's for those people and our mission that we continue to stand strong."

When asked if Jolicare Cream contains steroids, Caleb responded: "My family and I use Jolicare products daily, and ensuring they are a safe, herbal alternative to steroids is the whole reason we started Jolicare. We take every step to guarantee our products are safe and effective for dry, itchy, and sensitive skin repair. It's personal for us, and we ensure everything is tested according to the highest world-class standards."

Check the Full Lab Report here.

In addition, Jolicare is excited to announce the upcoming release of Jolicare Lotion, set to launch in November 2024. This new product will complement Jolicare Cream, with the two working together to provide a complete skincare solution. Jolicare Cream offers intense repair for targeted areas affected by dryness, itchiness, or flare-ups, while Jolicare Lotion is designed for daily use to maintain healthy skin and prevent future flare-ups. Together, they provide a comprehensive, herbal alternative for skin repair and care.