FAQ

Guarantee Conditions

Hansgrohe offers first end customers a manufacturer’s guarantee for hansgrohe products. This voluntary manufacturer’s guarantee is in addition to the statutory rights to which the first end customer is entitled to from the seller. Any further claims of the first end customer against Hansgrohe (e.g. based on any product liability) also remain unaffected (see Section VII below).

The "first end customer" is the person who was the first consumer to purchase the hansgrohe product directly from Hansgrohe or a Hansgrohe sales partner (in particular sanitation companies, dealers and DIY stores). The term "consumer" in this manufacturer’s guarantee means any natural person who has purchased the hansgrohe product for private use and has not purchased it to use it in the course of their commercial or self-employed professional activities (e.g. to resell it or install it for third parties). 

This manufacturer’s guarantee only applies to the first end customer and is not transferable. If the hansgrohe product is resold by the first end customer, the guarantee is therefore not transferred to the purchaser, regardless of whether the purchaser is also a consumer.

Hansgrohe guarantees to the first end customer that the hansgrohe product purchased by the first end customer is free from material, manufacturing and design defects. The latest science and technology at the time of manufacture is the relevant standard in this regard. 

The guarantee applies to all hansgrohe products, for a period of five years from the date of purchase by the first end customer, but for a maximum of six years from the date of manufacture. The hansgrohe products listed below are excluded – a separate period applies to these hansgrohe products:

Conditions and exclusions

The preconditions for claiming under this guarantee are professional installation of the affected hansgrohe product in accordance with the Hansgrohe installation manuals and generally accepted engineering practices (e.g. by a qualified tradesperson or authorised specialist) and use of the applicable hansgrohe product in accordance with the Hansgrohe instructions for use and installation manuals. This includes, but is not limited to (and depending on the product), inlet water pipes being properly flushed prior to the product’s installation or following building work, in accordance with the applicable standards, installation work complying with the diagrams enclosed with the hansgrohe product, and checks being done to ensure that the working pressure in the water mains complies with the technical specifications. 

If Hansgrohe can prove or if there is an objectively justified suspicion that these preconditions have not been met, Hansgrohe may reject the claim under guarantee, unless the first end customer proves that the above preconditions have been met.

Any instructions for use and installation manuals and any other technical instructions are provided with each hansgrohe product.

This manufacturer’s guarantee does not give rise to any claims in the event of:

  • use of the hansgrohe product in the course of commercial or self-employed professional activities;
  • failure to give notice of the defect and removal of the defective hansgrohe product too soon without prior assessment by or instruction from Hansgrohe (see Section III);
  • failure to comply with the instructions for use and installation manuals provided, as well as any safety precautions;
  • improper maintenance or repair of the hansgrohe product, in particular repair or maintenance using parts other than original hansgrohe spare parts;
  • improper installation or commissioning;
  • use of the hansgrohe product not in accordance with its intended or recommended use or use that is otherwise improper or incorrect (including starting up with liquids other than pure drinking water);
  • product modifications, in particular installation, removal or replacement of individual parts or components of the hansgrohe product; or
  • hansgrohe products where the production/serial number or date of manufacture on the product has been removed, changed or made illegible.

This manufacturer’s guarantee does not cover the following: 

  • product defects caused by transport, installation or external impact (shock, impact or fall);
  • product defects or damage caused by the seller, installer or third parties;
  • product defects that can be attributed to normal wear (e.g. scratches or wear marks) or intentional damage (if damage is caused by negligence, such negligence shall be treated as contributory negligence);
  • wear parts, e.g. seals and hoses;
  • consumable materials such as batteries, filters and aerators;
  • breakage of breakable components, such as glass, bulbs and mirrors;
  • minor deviations of the hansgrohe product from the target quality that do not affect the usability of the hansgrohe product;
  • incoming dirt, water jets, in particular hot water jets, damage caused by limescale deposits, ice or other environmental influences (e.g. humidity and heat), operating and handling errors, damage caused by aggressive environmental influences, chemicals, cleaning agents, excessive pressure/insufficient pressure and pipes under excessive tension or insufficient tension;
  • damage or loss caused by force majeure or natural disasters, including but not limited to floods, lightning strike, fire, frost or fluctuations in the power supply.
  • consequential damage caused by a defect; and
  • sample or exhibition products, 2nd choice products and similar.