FAQ about our products

Your questions – our answers

Here you can find helpful tips and answers to frequently asked questions about hansgrohe products, and about installation or even repair. Select the desired category below to view answers to frequently asked questions.

hansgrohe Raindance Overhead shower

The professional will check in the individual case

The information offered here might not cover all individual cases. In this case, a sanitary professional near you will be happy to assist. He or she will check the specific problem on-site and can suggest appropriate solutions.

Do you have further questions about products or technical problems? We have the right contact at hansgrohe. We look forward to receiving your inquiry!

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 rinsing it out afterwards.

Faucets

Exposed-installation faucet: What is the potential cause of leakage at the connections?
Before installing the faucet, ensure that the S-connections for compensating different dimensions are installed without stress and that the prescribed installation dimensions are adhered to. The use of original seals is mandatory. Damaged seals must be replaced when necessary.
 
Electronic faucet: How can I activate the faucet’s cleaning mode of the fitting so that the sensor does not trigger, so I can clean the sink, for instance?
The activation of cleaning mode is described in the installation manual; this is enclosed with the product but can also be downloaded from the electronic Spare Parts Shop .
 
Kitchen faucet: There is water leaking from the swiveling shaft. What is the reason for this?
The seals on the swiveling shaft of the faucet are dirty or damaged. The steps required for replacing the seals can be found in the corresponding installation manual enclosed with the spare part. Ensure that the lip seals of the seal set are not greased too heavily.
 
Kitchen faucet: I only get a low water flow from a model with pull-out spray/pull-out spout. What can I do?
Between the pull-out hose and pull-out spray, there is a small filter screen inserted into the pull-out hose connection fitting. Remove this using a sharp object, clean it and reinsert it.
 
Kitchen faucet: Both spray modes are coming from the pull-out spray at the same time. How can this problem be rectified?
Replace the pull-out spray. This cannot be repaired by customers. You will find the correct spare parts number for the pull-out spray in the enclosed installation manual.
 
Kitchen faucet: The swivel spout is leaking. What can I do?
If water leaks from around the swivel area after the faucet is opened, the seals must be replaced in order to properly seal the swivel spout. Follow the instructions in the corresponding installation manual for your model when replacing the seals. You can also call them up in the Spare Parts Shop .
 
Kitchen faucet: How do you move the Variarc sink unit faucet with pull-out spray when you need to open the window?
Hold the base unit of the faucet (i.e. not the spout), pull it vertically upwards, then lay the faucet down sideways on the countertop (on a cloth or similar).
 
Mixer ball technology: Does the control ball have to be replaced when the mixer ball system is serviced?
The stainless steel control ball does not have to be replaced. Any deposits can be removed easily from the control ball using a synthetic cleaning cloth, for example.
 
Open water heater: Water drips from the faucet while the water is heating up. What can I do?
Water drips from the spout so that no excess pressure builds up in the open water heater during the heating process. This is physically required and does not indicate a product defect which would justify replacement of the faucet or a warranty / guarantee claim.
 
Dripping after use: Water always drips from the faucet or shower for a while after use. What can I do?
Brief dripping after use is physically required on faucets and showers, and does not indicate a product defect which would justify replacement of the fittings or a warranty / guarantee claim.
 
Diverter: On the bathroom faucet, it does not automatically return to its starting position. What can I do?
The O-ring or the plunger on the diverter are either dirty or degreased. When necessary, both must be cleaned and silicon grease applied.
 
Lavatory faucet: I only get a low water flow. What can I do?
A low flow performance may be caused by a dirty aerator. The cleaning process is shown in greater detail in this video.
 
Lavatory faucet: Can I change the angle of the water jet on a hansgrohe faucet?
hansgrohe offers an optional swiveling aerator (article no.: 95400000) with an M24x1 external thread. This can be used to adjust the water jet in all directions by approximately 8°. The replacement process and functionality are shown in this video.

Purchasing hansgrohe products

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 brand. In the Showerworld, you can test out the hansgrohe shower experience for yourself and have lots of fun doing so. Find out where else in your area you can test and experience hansgrohe products in the Shopfinder.

Where can I buy hansgrohe products?
You can purchase our products through the trades and retailers. There is no factory outlet. Use our Shopfinder to find retailers near you.
 
Where can I get brochures?
Prospects of hansgrohe products can be downloaded directly from our website.
 
What do hansgrohe products cost?
You can purchase our products through the trades and retailers. You will also be able to find out information on prices there. Use our Shopfinder to find retailers near you.
 
How long can I buy spare parts for after an item has been discontinued?
We guarantee the availability of spare parts for 15 years after the product in question has been discontinued. 

Shower systems

Wallbar: What options are there for installing it in the corner?
Watch this video for the steps involved in installing a corner mounting set. 

Tile spacing: What is the elongated plastic disc that is enclosed with the shower sets used for?
Not all bathrooms are tiled to the full room height. For this reason, it is sometimes necessary to compensate for the thickness of the tiles. In such cases, the plastic tile spacer can then be used. The spacer can also be stacked when needed.

Hand shower: The water flow is very low compared to before. What can I do?
A low flow performance may be caused by a dirty sealing screen. This video shows the cleaning process. The shower itself may also be calcified. Instructions for correct descaling are shown in this video.

Hand shower: Where should I install the holder on the bath tub?
The hand shower should be within convenient reach. You should be able to wash your hair while sitting, without having to hold the hand shower.
 
Overhead shower: The shower produces an irregular gush spray. The spray pattern is spoiled. What can be done?
Clean the gush spray outlet. A plastic spatula is best for this. With the water running, pull the spatula completely through the gush spray outlet. Loosened debris can then be washed away.

Dripping after use: Water always drips from the faucet or shower for a while after use. What can I do?
Brief dripping after use is physically required on faucets and showers, and does not indicate a product defect which would justify replacement of the fittings or a warranty / guarantee claim.

Shower pipes: Can the riser pipe be shortened?
Depending on the model, the riser pipes can be adjusted according to the available space and shortened when required. Round riser pipes can be shortened. You will find more information in the relevant installation manual. Square riser pipes are available in different lengths. Corresponding spare parts numbers for your product are available in the Spare Parts Shop.

Sealing screen: What is the purpose of the seal or a sealing screen between the shower hose and the hand shower?
Sealing screens, which are included with each hand shower, must not be replaced by normal seals. Otherwise, the dirt 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. To see how to clean the sealing screen, please refer to this video.

Unica’D: Can the replacement slide also be installed on older wallbars?
In general, the replacement slide can be used on all Unica’D wallbars.

Shower pipe: How can I install them if the bathroom ceiling isn’t tiled very high? Is there a solution for this?
A tile spacer for shower pipes offering 7 mm of adjustment is available. The corresponding item number can be found in the relevant installation manual.

Warranty and guarantee

Is the manufacturer’s guarantee for the product invalidated when service parts are replaced?
Among others, an essential prerequisite for maintaining our guarantee conditions is the professional installation of the product. When replacing spare parts, this process is detailed in the service instructions. We have compiled further information on this subject in our guarantee conditions.
 
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 wholesalers, the trades and retailers, this means the customer has a warranty claim primarily against the direct seller (i.e. against the trade or retailer, but not against the manufacturer). In case of any warranty claims, please contact the outlet where you purchased your product. Here you will find more detailed information on the guarantee on hansgrohe products.
 
Whom should I contact if I have complaints?
hansgrohe distributes its products to its customers via wholesalers, the trades and retailers. Therefore, this means the customer has a warranty claim primarily against the direct seller, i.e. 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 guarantee voluntarily in addition to the legal warranty?
Top quality is a fundamental component of the Hansgrohe 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.

Base unit

Sealing: Do I also have to seal the wall openings and joints?
Incorrect or missing waterproof joint sealing on installation openings can cause significant damage to the building structure as a result of water penetration. The joints on concealed faucets and pipe openings must be given a permanently elastic seal, for example with sealing sleeves and the use of a suitable silicone sealant. This must be made in accordance with DIN 18195/Part 5 (waterproofing of buildings – waterproofing against non-pressing water on floors and in wet areas; design and execution). Screw holes must also be protected against penetrating moisture by using additional silicone sealant. You will find more information in the installation manual included with the product.

Cleaning and care

How do I clean or descale my hansgrohe products correctly?
We have compiled information on maintaining the sheen and function of hansgrohe products for the long term: 
Generally speaking:
  • Cleaning agents containing hydrochloric acid, chlorine bleaching lye or acetic acid must not be used, as they can cause considerable damage.
  • Never use abrasive cleaning materials or devices, such as unsuitable scouring agents, and sponge pads.
  • Cleaning must be done using the prescribed cleanser dosage and exposure time of max. 10 minutes
  • When spray cleaning, be certain not to spray the cleaning solution onto the hansgrohe products but onto the cleaning cloth instead
  • After cleaning, rinse off with sufficient quantities of clear water.
Can the complete overhead shower be washed in the dishwasher?
The plastic parts of the shower are not designed to withstand the high temperatures seen in the drying program of the dishwasher. Only the metal spray disc is suitable. The exact procedure is clearly depicted in the enclosed installation manual.

Thermostats and valves 

Shut-off/diverter valve: The handle on the thermostat is stiff. How can this problem be rectified?
There are several possible reasons for the handle being stiff. For example, deposits on the sealing surfaces may lead to stiffness. Please replace the component according to the enclosed installation manual. For more information, please refer to our electronic spare parts catalog
 
Push button sticks: the safety lock on the thermostat handle cannot be unlocked. What can I do?
In all probability, either the button is calcified or the spring is defective. Clean the spring and button, then grease them lightly. The parts may have to be replaced, if needed. The spare parts number can be found in the installation manual or in the online spare parts catalog
 
Select button: After installation of the ShowerSelect or ShowerTablet, the button cannot be pressed or has no function.
The green safety clamp was not removed from the valve when the faucet was installed. Dismantle the visible parts and remove the clamp. The seal between the button and escutcheon may not have been greased. Lightly grease the seal with silicon grease.
 
ShowerSelect: Can I set the flow rate on the products?
The flow rate cannot be set on the ShowerSelect thermostats. Based on experience, 80% of users do not need volume control. The flow control is required particularly for the hand shower. On the new Raindance Select hand showers, your customers can toggle between a soft or hard spray mode. A wide range of EcoRight hand showers are available as particularly water-saving solutions. On overhead showers, the pleasurable shower experience is usually of key importance. The overhead showers are matched to their performance, and your customers can choose from an extensive range. Your customers will continue to receive products with volume controls with the existing thermostats with standard technology.

Concealed-installation thermostat faucet: The replacement handle is missing the mounting screw. How do I install the handle correctly?
Since 2012, the thermostat handles are snapped into place. The mounting screw is no longer necessary. Handles are now only snapped into place, and can be removed again at any time with a firm pull.

Other 

Where can I find the spare parts catalog, 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 catalog, bathroom planning information, tips and tricks for consulting services, planning and installation and much more. 

Where can I find information for suppliers and service providers?

All services and downloads for suppliers and service providers can be found in the supplier area of our corporate website: www.hansgrohe.com. Among other aspects, you will find information about our purchasing organization and quality management, downloads such as the guidelines for first sampling, our factory standards or framework conditions.

To the supplier area