Having trouble with your Vita Prima Shampoo or Conditioner pump? Don’t worry! Most pump issues can be resolved with a few simple troubleshooting steps.
Whether your pump won’t unlock, keeps spinning, feels stuck, or isn’t dispensing product, this guide will walk you through what to try before requesting a replacement.
My Pump Won’t Unlock or Pop Up
Our Shampoo and Conditioner pumps feature a twist-lock mechanism to help prevent accidental dispensing during shipping.
If your pump won’t unlock, follow these steps:
- Hold the pump collar firmly. Grip the base of the pump where it screws onto the bottle.
- Twist the pump head counterclockwise (to the left). Keep the collar steady with one hand while turning the pump head with the other.
- Apply gentle downward pressure. If the pump doesn’t release, gently press down on the pump head while twisting counterclockwise.
- Check that the collar is secure. If the entire pump assembly is turning, gently tighten the collar onto the bottle and try again.
Once unlocked, the pump head should rise into its dispensing position.
Important: Avoid pulling, prying, or forcing the pump head upward, as this may damage the mechanism.
My Pump Keeps Spinning but Won’t Unlock
If your pump head keeps turning without popping up, the pump collar may be rotating along with it.
Try the following:
- Make sure the pump collar is securely tightened onto the bottle.
- Hold the collar firmly with one hand to prevent it from rotating.
- With your other hand, twist the pump head counterclockwise.
- If it continues spinning, gently press down on the pump head while twisting.
- Try turning the pump head slightly clockwise before attempting to unlock it counterclockwise again.
Tip: The key is to keep the pump collar stationary while turning only the pump head.
Do not use pliers or other tools to force the mechanism open.
My Pump Is Unlocked but Won’t Press Down
If the pump head has popped up but feels stiff or won’t press down, the mechanism may be stuck.
Here’s what to try:
- Confirm that the pump head is fully raised and unlocked.
- Gently press down on the pump head several times.
- Check the dispenser opening for any dried product or visible buildup.
- If needed, wipe the opening with a clean, damp cloth.
- Try pressing the pump again.
If the pump remains completely stuck, avoid applying excessive pressure, as this could damage the mechanism.
My Pump Presses Down but No Product Comes Out
If your pump is unlocked and moves normally but isn’t dispensing Shampoo or Conditioner, it may simply need to be primed.
How to Prime Your Pump
- Make sure the pump head is fully unlocked.
- Check that the pump collar is securely attached to the bottle.
- Press the pump repeatedly to help draw product into the dispensing tube.
- Allow the pump head to return fully to its raised position between presses.
- Continue until the product begins dispensing.
Please note: It may take several pumps before the product begins flowing, especially when using a new bottle for the first time.
If your pump still isn’t dispensing, continue to the next section.
Check the Internal Pump Tube
If your pump moves normally but no product comes out after repeated priming, the internal dispensing tube may be loose, bent, or disconnected.
To check:
- Place the bottle upright on a stable surface.
- Carefully unscrew the pump assembly from the bottle.
- Gently lift the pump out and inspect the tube attached underneath.
- Make sure the tube is securely connected and isn’t visibly bent, damaged, or disconnected.
- If the tube has come loose, gently reattach it if possible.
- Carefully place the pump back into the bottle and tighten the collar.
- Try priming the pump again.
Important: Handle your glass bottle carefully, and avoid touching or contaminating the internal tube. Do not attempt to repair a cracked or damaged pump.
My Pump Seems Clogged
Occasionally, product residue around the dispensing opening may interfere with normal operation.
If you notice dried product or buildup:
- Use a clean, damp cloth to gently wipe around the dispenser opening.
- Remove any visible residue from the outside of the pump head.
- Try pressing the pump several times to see whether normal dispensing resumes.
Avoid inserting sharp objects into the opening, as this may damage the pump.
If the pump still doesn’t dispense properly, please contact our Customer Care team.
Still Having Trouble? We’re Here to Help!
If you’ve followed the troubleshooting steps above and your pump still isn’t working properly, don’t worry! Our Customer Care team will be happy to assist you.
Please contact us at support@vitaprima.com and include the following information:
- Your order number
- The affected product: Shampoo or Conditioner
- A brief description of the issue
- A short video showing what happens when you attempt to unlock or use the pump
A video helps our team identify the issue and determine whether a replacement pump is needed.
Pump Replacement Policy
If your pump is defective and cannot be resolved through troubleshooting, you may qualify for a complimentary replacement pump.
Replacement requests must be submitted within 10 days of confirmed delivery.
Our team will review the information provided and arrange a replacement when applicable.
A Few Important Reminders
- Always hold the pump collar steady when attempting to unlock the pump.
- Twist the pump head counterclockwise to release the locking mechanism.
- New pumps may require several presses before dispensing product.
- Never force, pry, or use tools to open a stuck pump.
- Always handle our glass bottles carefully, especially when removing or adjusting the pump assembly.
