Why is my Sensitive Hand Wash thinner than expected?Updated 2 hours ago
TL;DR: Sensitive Hand Wash can thin a little in cold storage, and it's temporary. Move the refill box somewhere at room temperature, leave it a few hours, then give it a gentle shake before you fill the pump bottle. It doesn't change how well the wash cleans.
Why is my Sensitive Hand Wash thinner than expected?
The texture responds to temperature. A cool pantry, a garage, or a delivery that has travelled through a cold week can all thin it for a while.
It isn't a fault and it isn't watered down. The formula is the same one that left the factory, and it cleans the same way. Bring it back to room temperature and the texture comes back with it.
How do I get the consistency back?
Four steps, then you're done
Move the refill box out of the cold to a spot at normal room temperature.
Leave it a few hours. There's no need to warm it deliberately, and don't put it near a heater or in hot water.
Give the box a gentle shake before you fill the pump bottle.
Store the box somewhere dry and indoors from then on. A bathroom cabinet or under the sink beats a garage or an unheated laundry.
Can texture vary between boxes?
Raw ingredient sourcing shifts a little between batches, so one box can feel slightly different from the last. That's normal, and it doesn't change how well the wash cleans.
If a box still seems unusual after a few hours at room temperature, get in touch and we'll take a look.
Earn points on every purchase, refer a friend, and redeem for discounts on your next order. All the ways to save in one place.
Browse all Hand Wash articles →
Last reviewed: October 2026 · Koh Australia