FAQ: your questions – our answers

Mixers

My mixer or shower is dripping, what can I do?

When a mixer or shower is switched off, it is physically necessary for it to drip briefly. This is not a product fault that justifies the replacement of the mixer or a warranty or guarantee claim.

How can I move the Variarc sink unit mixer with pull-out shower if I need to open the window?

Hold the mixer’s base unit (NB: not the spout!), pull it upwards, and lay the mixer down sideways on the worktop (on a cloth or similar).

The swivel spout on the kitchen mixer leaks. What can I do?

If water leaks in the lower region once the mixer is opened, the seals must be replaced in order to properly seal the swivel spout. You must follow the instructions in the particular installation manual for your model when replacing the seals.

The two jet types converge on the Axor Steel hand shower head. How can I remedy this?

Replace the hand shower head. This cannot be repaired by customers.
You can obtain a spare hand shower head from your specialist bathroom retailer under item number 3589380X.

I only get a low water flow from the kitchen mixer with pull-out shower/pull-out spout. What can I do?

Between the pull-out hose and the pull-out shower there is a small filter screen, pushed into the pull-out hose connection fitting. Remove this using a sharp object, clean it and put it back in.

Showers, shower supports and shower sets

My mixer or shower is dripping, what can I do?

When a mixer or shower is switched off, it is physically necessary for it to drip briefly. This is not a product fault that justifies the replacement of the mixer or a warranty or guarantee claim.

The overhead shower’s gush spray is coming out of the shower unevenly. There is no longer an attractive spray pattern. What can I do?

Clean the opening for the gush spray, ideally using a plastic spatula. Turn on the water and pull the spatula right through the opening for the gush spray.
Any particles that are dislodged will be immediately washed away.

Why should a sealing screen be installed between a shower hose and a hand shower?

Sealing screens, which are included with each hand shower, cannot be replaced by normal seals. Otherwise dirt, which is filtered out in the filter screen, gets washed into the mechanics of the shower. This leads to the QuickClean cleaning function breaking down or the sprays becoming clogged.

Where on the bath tub should I install the holder for the hand shower?

The hand shower should be installed so that it can be reached without any problem. You should be able to wash your hands while sitting, without having to hold the hand shower.

I would like to install a showerpipe, but the bathroom is not fully tiled. Is there a solution for this?

You can get a tile compensation disk for showerpipes, which gives 7 mm adjustment. You can find the appropriate article number in the relevant installation manual.

Accessories

The lotion dispenser no longer dispenses lotion. What can I do?

If you have not used the dispenser for a while, the lotion may have dried out and gone hard in the pump. Clean the lotion dispenser pump by soaking it in hot water then rinsing it out.

How can I uninstall the fittings for the Axor collections Axor Terrano, Axor Carlton, Axor Citterio, Axor Citterio M, Axor Montreux, Axor Uno² or Axor Uno?

The fittings from the Axor lines Axor Terrano, Axor Carlton, Axor Citterio, Axor Citterio M, Axor Montreux, Axor Uno or Axor Uno² can be uninstalled by pushing a pin through the hole using a thin object, e.g. an allen key (2 width A/F), while simultaneously pulling the holding part forwards.

Purchasing Hansgrohe products

Where can I buy Hansgrohe products?

You can directly obtain our products from your local dealer. There is no factory outlet.

Is there somewhere I can test the products without obligation?

In the Hansgrohe Aquademie, we show you a cross-section of our current products and collections from the Hansgrohe and Axor brands. In the Showerworld you can test out the Hansgrohe shower experience for yourself and have lots of fun doing so. Find out here where else in your area you can test and experience Hansgrohe products.

Where can I get brochures?

You can download brochures on Hansgrohe products directly via our homepage or request them using the brochure request form.

What do Hansgrohe products cost?

You can directly obtain Hansgrohe products from your local dealer, who will also provide you with information on prices.

For how long can I buy spare parts after an item has been discontinued?

We guarantee the availability of spare parts for ten years after the product in question has been discontinued.

Warranty and guarantee

How long is the warranty period for Hansgrohe products?

In principle, the buyer of a product has a warranty claim against the seller for a certain period. Since Hansgrohe distributes its products to its customers exclusively via the 3-stage distribution channel, i.e. via wholesale trade and specialist dealership, this means the customer has a warranty claim primarily against the specialist dealership, i.e. against the seller, but not against the manufacturer. In case of any warranty claims, please contact the outlet where you purchased your product.

Who should I contact if I have complaints?

Hansgrohe distributes its products to its customers exclusively via wholesale trade and specialist dealership (the so-called three-stage distribution channel). Therefore, this means the customer has a warranty claim primarily against the specialist dealership / seller, but not against the manufacturer. In case of any complaints, please contact the outlet where you purchased your product.

Does Hansgrohe offer a voluntary warranty in addition to the legal guarantee?

Top quality is a fundamental component of Hansgrohe’s company philosophy. We therefore offer consumers a five-year voluntary manufacturer’s guarantee on our products. You can find the prerequisites and details of this guarantee in the Guarantee Conditions. 

Cleaning and care

How do I clean my Hansgrohe products correctly?

We have compiled concise instructions on how to maintain the sheen and function of Hansgrohe products for the long term: To the cleaning recommendations.

How do I remove limescale from my hand, overhead or side shower?

Place hand or overhead showers with the spray disc into a flat container. This should be filled with decalcification liquid one to two centimetres deep. Let the agent act on the product for a maximum of ten minutes (in accordance with cleaning instructions in the relevant installation manual). Then flush the showers thoroughly with lots of clean water and also rinse them well on the outside. You can cover side showers with a cloth soaked with quick descaler and after ten minutes rinse it well and flush it through with water.

Miscellaneous

Where can I find the spare parts catalogue, dimensional drawings and installation manuals for the products?

Information about spare parts and technical publications such as dimensional drawings, installation manuals or service instructions can be found at Hansgrohe PRO – the website for our professional target group.
This website also offers a comprehensive product catalogue, bathroom planning information, tips and tricks for consulting services, planning and installation and much more. 

To Hansgrohe PRO – the website for professionals
To the online spare parts catalogue

Where can I find information on suppliers and service providers?

All services and downloads for suppliers and service providers can be found in the supplier area of our corporate websitewww.hansgrohe.com/lieferanten. Among other aspects, you will find information about our purchasing organisation and quality management, downloads such as the guide for first sampling, our factory standards or framework conditions.
To the supplier area