FAQ about our products

Your questions – our answers

Here you will find helpful tips and answers to frequently asked questions for hansgrohe products, installation or even repairs. Select the category that you need below and view answers to the frequently asked questions.

The professional looks at each case individually

The information given here may not cover all individual cases. In this event, approach a sanitation professional in your area to assess your problem for the most appropriate solutions.

Do you have any further questions relating to products or technical issues?  Contact us with your questions at hansgrohe. We look forward to hearing from you!

Purchasing hansgrohe products

Where can I experience hansgrohe products?
Check out our showroom virtual tour online or plan a visit to The Water Studio by Hansgrohe in Singapore, where you may wish to consult our in-house experts with live demonstrations in store. Alternatively, locate an authorised dealer near you on Shopfinder.

Where can I buy hansgrohe products?
You may wish to purchase hansgrohe products directly at The Water Studio by Hansgrohe in Singapore or our official online shops: Hansgrohe Lazmall and Hansgrohe Shopee Mall. Alternatively, locate an authorised dealer near you on Shopfinder.

Do you have online catalogues?
You can download brochures about hansgrohe products directly from our website.
 
How long can I buy spare parts after an item has been discontinued?
We guarantee the availability of spare parts for 15 years after the product in question has been discontinued. 

Does my purchase of hansgrohe products include installation services?
Hansgrohe, as a manufacturer, does not provide installation services. Having said that, you may wish to contact any of our iClub members listed here. The iClub members are third-party, independent certified plumbers who have received professional training on AXOR and hansgrohe products and would be best able to advise you on their installation and repair services. Customers who have purchased from our authorised dealers could also enquire on installation services directly with the dealers.

Cleaning and maintenance

How do I clean and remove limescale from my hansgrohe products correctly?
We have compiled concise instructions on maintaining the sheen and function of hansgrohe products over the long term: 
As a general rule:
  • Do not use any cleaning agents containing hydrochloric acid, formic acid, chlorine bleach or acetic acid, as these can cause significant damage
  • Do not use any abrasive cleaning tools or devices such as unsuitable scouring agents or sponge scourers
  • Clean using the prescribed cleaning agent dosage and with a maximum exposure time of 10 min.
  • When spray cleaning, never spray the cleaning solution onto the hansgrohe products; instead, spray onto the cleaning cloth
  • After cleaning, rinse sufficiently with clean water
Can you put a complete overhead shower in the dishwasher?
The plastic parts of the shower are not designed for the high temperatures in the dishwasher's drying program. Only the metal spray disc is suitable for this. The precise procedure is illustrated in the enclosed installation manual.

Techncial Enquiries and Warranty 

I have a technical enquiry that is not covered in the FAQ. Who should I address my enquiry to?
Please email your enquiry directly to technicalservice@hansgrohe.com.sg. For us to better assist you, please clearly describe your issue and support with an image or video, along with a valid proof of receipt from Hansgrohe Aquademie, our authorised online shops and dealers. Our in-house experts would contact you on your enquiry within 3 working days from Mondays to Fridays 8:45am to 5:45pm (excluding Weekend and Public Holidays).
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Does the manufacturer's warranty for the product become null and void if service parts are replaced?
One of the prerequisites for the retention of our Terms and Conditions of warranty is the professional installation of the product. When replacing spare parts, this professional handling is described in the service instructions. You will find further information about this in our Terms and Conditions of warranty.
 
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 duration. Since hansgrohe distributes its products to its customers via wholesale distributors, specialist dealers and retailers, this means the customer has a warranty claim primarily against the direct seller, i.e. against the dealer or retailer, but not against the manufacturer. In case of any warranty claims, please contact the outlet where you purchased your product. Find more details here about the warranty that applies to hansgrohe products.
 
Whom should I contact if I have complaints?
hansgrohe distributes its products to its customers via wholesale distributors, specialist dealers and retailers. Therefore, this means the customer has a warranty claim primarily against the direct seller, i.e. against the retailer/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 guarantee in addition to the legal warranty?
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 Terms and Conditions of warranty.

Base sets

Sealing: Do I need to seal wall penetrations and joints?
Defective joint sealing or even the absence of such on installation access holes can cause significant damage to the structural shell due to the penetration of water. Joints on concealed taps and on pipe penetrations must be properly sealed, permanently elastic, in accordance with DIN 18195/Part 5 (Water-proofing against non-pressing water on floors and in wet areas; design and execution), e.g. with sealing cuffs and through the use of appropriate sanitary silicone. Sanitary silicone must also be applied to screw holes to protect them against moisture penetration. You will find more information about this in the installation manual included with the product.

Taps

Exposed installation tap: What could be the cause of leaky connections?
In order to compensate for differences in dimension, before installing the tap, please ensure that the S connections have been fitted free of tension and that the specified installation dimensions have been complied with. It is absolutely essential that you use the original seals; damaged seals must be replaced where necessary.
 
Electronic tap: How can I activate the tap cleaning mode without triggering the sensor so that the wash basin can be cleaned, for example?
Activation of the cleaning mode is described in the installation manual, which is enclosed with the product or can be downloaded from the electronic spare parts catalogue.
 
Kitchen tap: Water is leaking from the pivot shaft. What could be the cause of this?
The tap's pivot shaft seals are soiled or damaged. The necessary assembly steps for replacing the seals can be found in the appropriate installation manual for the spare part. Make sure that the lip seals of the seal set are not too heavily greased.
 
Kitchen tap: I'm only getting low water flow from a model with pull-out spray head/pull-out spout. What can I do?
Between the pull-out hose and pull-out spray head there is a little filter screen, pushed into the pull-out hose connection fitting. Remove this using a sharp object, clean it and re-insert it.
 
Kitchen tap: The two jet types converge on the pull-out spray head. How can I solve this problem?
Replace the pull-out spray head. This cannot be repaired by customers. You will find the correct spare parts number for the pull-out spray head in the enclosed installation manual.
 
Kitchen tap: The swivel spout is leaky. What can I do?
If water leaks in the swivel area once the tap is turned on, the seals must be replaced in order to properly seal the swivel spout. Follow the instructions in the particular installation manual supplied for your model when replacing the seals. You can also access these in the spare parts catalogue.
 
Kitchen tap: How can I move the Variarc sink unit tap with pull-out spray head if I need to open the window?
Hold the tap’s base set (NB: not the spout!), pull it upwards, and lay the tap down sideways on the worktop (on a cloth or similar).
 
Mixer ball technology: When servicing the mixer ball system, does the control ball need to be changed as well?
It is not necessary to change the stainless steel control ball. Any deposits can be removed from the ball easily, e.g. using a plastic cleaning fleece.
 
Open-vented water heater: Water drips from the tap during the heating process. What can I do?
Dripping water escapes via the spout so as to ensure that no excess pressure develops in the open-vented water heater during the heating process. This is physically necessary. It is not a product fault that justifies the replacement of the tap or a warranty claim.
 
Dripping: Water continues to run out of the tap or shower for a short time after use. What can I do?
When a tap 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 tap or a warranty claim.
 
Diverter: This does not automatically return to its original position on the bathroom tap. What should I do?
The O-ring or the push rod of the diverter are either dirty or degreased. Both must be cleaned if necessary and lubricated with silicone grease.
 
Basin tap: Only a small amount of water is flowing through. What can I do?
A dirty aerator can cause low flow performance. This video describes in detail how to clean the aerator.
 
Basin tap: Can I manipulate the exit angle of a hansgrohe tap's water jet?
hansgrohe offers the option of a swivelling standard aerator (article no.: 95400000) with M24x1 outer thread. With this, the water jet can be adjusted by approx. 8° all around. This video demonstrates how to replace the existing aerator with this one and how it works.

Shower systems

Tile compensation: What is the purpose of the longish plastic disk that is included in the shower sets?
Not all bathrooms are fully tiled. As a result, in some cases it is necessary to offset the tile thickness. For bathrooms that are not fully tiled, the tile thickness can be offset with the tile compensation disk. The disk can be stacked if necessary.

Hand shower: Only a small amount of water is coming out compared to earlier. What can I do?
A dirty sealing screen can cause low flow performance. This video describes the cleaning process. The shower itself may also be calcified. This video demonstrates the correct procedure for descaling the shower.

Hand shower: Where on the bathtub should I install the holder?
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.
 
Overhead shower: The 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.

Dripping: Water continues to run out of the tap or shower for a short time after use. 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.

Showerpipes: Can the riser pipe be shortened?
Depending on the model, riser pipes can be adapted on request to fit in with the room layout and shortened if necessary. In principle, round riser pipes can be shortened. You will find more information in the corresponding installation manual. Rectangular riser pipes come in various lengths. You will find the appropriate spare parts numbers for your product in the spare parts catalogue.

Sealing screen: What is the function of the seal or filter element between the 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 nozzles becoming clogged. This video demonstrates how to clean the sealing screen.

Unica'D: Can the replacement slide be installed even if you have an older shower rail?
Generally speaking, the replacement slide can be used with all Unica`D shower rails.

Showerpipe: How can I install this if 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.

Thermostatic mixers and valves 

Shut-off/diverter valve: The handle on the thermostatic mixer is stiff. How can I solve this problem?
Stiff movement could be due to a number of causes. For example, deposits on the sealing surfaces can cause stiff movement. Please replace the component in accordance with the enclosed installation manual. You can find more information in our electronic spare parts catalogue. 
 
Button is jammed: the safety lock of the thermostatic mixer handle cannot be unlocked. How can I remedy this?
It's likely that the button is merely calcified or the spring is defective. Clean the spring and button and grease them lightly. If necessary, the components must be replaced. You will find the spare parts numbers in the installation manual or in the online spare parts catalogue. 
 
The Select button: Following installation of the ShowerSelect or ShowerTablet, the button cannot be actuated or is not working.
When installing the mixer, the green retaining bracket was not removed from the valve. Dismantle the visible components and remove the bracket. The seal between button and wall flange may not have been greased. Lightly grease the seal using silicone grease.
 
ShowerSelect: Can I adjust the flow rate on these products?
The flow rate cannot be adjusted on ShowerSelect thermostatic mixers. From experience, 80% of users do not require any water volume control. Volume control is required for hand showers in particular. On the new Raindance Select hand showers, your customers can choose between a soft or hard jet. A large number of significantly water-saving EcoSmart hand showers are available. When it comes to overhead showers, the key focus is generally on guaranteeing a pleasurable shower experience. The overhead showers are tailored to their capacity and your customers can choose from a comprehensive range. Our existing thermostatic mixers, featuring standard technology, still offer our customer's volume control.

Concealed thermostatic mixer: The replacement handle is missing the mounting screw. How can I install the handle properly?
Since 2012, thermostatic mixer handles have been snap-on. The mounting screw is no longer necessary. Snap-on handles are simply clipped on and can be removed with a powerful tug whenever required.

Accessories 

The lotion dispenser is no longer dispensing 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 and then rinsing it out.

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 groups. This website also offers a comprehensive product catalogue, bathroom planning information, tips and tricks for consultation, planning and installation and much more. 

Where can I find information on suppliers and service providers?

All services and downloads for suppliers and service providers can be found in the Suppliers section of our corporate website www.hansgrohe-group.com. 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 Suppliers section

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For all enquiries:
info@hansgrohe.com.sg
For technical enquiries:
technicalservice@hansgrohe.com.sg
Showroom hotline:
6884 5060
Open Monday to Sunday | 11am to 8pm | Visits by appointment only | Last appointment at 7:30pm

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