There are times when a pump is faulty - but that is very, very rare. Usually there is another reason and a very quick solution. I will list them here, but always remember you can just unscrew the top and dip in there if you wish. This is how our C always was sold in the past. We only put it in an airless to keep you from Looking At it. :) Truly! It can vary in consistency (thinner or thicker/clumpy) and it always caused undue "alarm" in the past. To avoid this - we put it into a container that you did not have to look into. Nothing more!
1. Is this a brand new jar? BUUUUUURP! Sometimes shipping can jostle the product inside and cause a larger air bubble to be at the top. Try unscrewing the cap and let out any air that may have built up or caused a vacuum. Then just reseal and pump 10-20x. *Yes, priming can take a few to really get that plate moving!
2. Your package may have been upside-down/side-ways. If you took your product out, and it was on the side, the serum probably isn't settled INTO the crevice where the pump dips. Give it a Shake - Shake - Shake ... and let it settle into the jar right-side up. It should pump fine now. ***This is the #1 reason for issues. Shaking it will get that moving again. :)
3. Jostle that plate loose. Sometimes product that has sat for a few days can get lodged between the plate and jar. This can cause it to stick! I know this sounds harsh - but your product will be just fine! Let's try banging it on a countertop 2-3x (with towel underneath so we don't crack the bottle) to jostle that plate loose and then trying to pump it again. Did that fix it?
4. Let's get physical. Jars will have 2 holes on the bottom. See in photo (below). Bend a paperclip a bit so you have a longer piece. Now PUSH that INTO one or both of those holes so the plate moves UP a bit.
Now it should be pumping without any issues. If you are still having troubles please let us know.
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