FAQ: Your questions – our answers

Mixers

How do you move the Variarc sink unit mixer with pull-out shower when you need to open the window?

Hold the base body of the mixer (NB: not the spout!), pull it upwards, and lay the mixer down laterally 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.

On the Axor Steel hand shower head both jet types converge. How can I remedy this?

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

I can 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 pull-out shower there is a little 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

How should a sealing screen be installed between shower hose and 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 should I install the holder for the hand shower for the bath tub?

The hand shower should be installed so that it can be reached without any problem. You should be able to wash your hair 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 shim for showerpipes, and this gives 7 mm adjustment. You can get the appropriate item number from the relevant installation manual.

Accessories

Lotion dispenser does not dispense lotion any more. 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 in hot water and rinse out afterwards.

How can you uninstall the fittings from 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 (SW 2), while simultaneously pulling the holding part forwards.

Purchasing Hansgrohe products

Where can I buy Hansgrohe products?

You can obtain our products directly via 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 take advantage of the opportunity to test out the Hansgrohe shower experience for yourself and have lots of fun doing so. Find out where you can test and experience Hansgrohe products in your area or anywhere else here.

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 obtain Hansgrohe products directly via your local dealer. You will also be able to find out information on prices there.

How long can I buy spare parts for, after an item has been discontinued?

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

Guarantee

How long is the guarantee period for Hansgrohe products?

In principle, the buyer of a product has a guarantee claim against the seller for a certain duration. 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 guarantee claim primarily against the specialist dealership, i.e. against the seller, but not against the manufacturer. In case of any guarantee claims, please contact the outlet where you purchased your product.

Whom 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 guarantee 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 guarantee voluntarily in addition to the legal guarantee?

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

Cleaning and care

How do I clean my Hansgrohe products correctly?

We have compiled information on maintaining the sheen and function of Hansgrohe products for the long term: to the cleaning recommendations.

How do I remove lime-scale from my hand, overhead or side shower?

Place hand or overhead showers with the jet disc into a flat container. This should be filled with decalcification liquid one to two centimetres deep. Let the agent (in accordance with cleaning instructions in the relevant installation manual) act on the product for a maximum ten minutes. 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.