Troubleshooting: PROVEN Cleanser & Day Moisturizer airless pump dispenserUpdated a month ago

PROVEN Cleanser & Day Cream formulations are packaged using airless pump technology. Airless pumps use a vacuum system to dispense rather than a straw to avoid air and contaminant exposure, keeping the contents fresh and enhancing the formula's stability and effectiveness. 

During transit, the plate that pushes the product to the top can sometimes become stuck and require priming before using it for the first time.

Priming the pump by following these steps should correct the issue you're experiencing: 

• Twist the pump cap clockwise to ensure a tight seal.
• Holding the bottle upside-down, gently tap the pump on your palm a few times to loosen the product and any air that may have become trapped.
• Slowly push the pump all the way down until it stops, release, and repeat until the product begins to flow freely. It may take a few minutes for the flow to begin upon initial use, especially if you’ve opened the pump cap prior to priming.

You may repeat the priming steps above as needed in the event the pump cap becomes loose over time or is removed for any reason.

Here are some tips to ensure proper dispensing of your PROVEN Products:

• When removing the lid, pull up rather than twist which can loosen the pump cap.
• Ensure the pump cap is tightly secured to the bottle before use.
• Avoid removing or loosening the pump cap, i.e. checking for a straw or viewing the contents as this can result in having to re-prime the pump and may damage the airless pumping mechanism.

If you have any other questions or concerns or you’re still experiencing difficulty dispensing your cleanser or day cream after priming the pump, please follow up with Customer Care via email at [email protected].