FAQ: Your questions – our answers

Mixers

What should I initially investigate if I am experiencing a poor flow rate on my mixer tap?

Check isolation valves are fully open
Check to see if the aerator is blocked
Check to see if there is debris in the pipe work
Check water and flow pressures
Check hot water temperature (max 65 degrees)
Check mixer is converted to low pressure or not

For pull out sprays check the following:
Check filter in spray head
Check non return valve in spray head
Check aerator

What are the size of your basin mixer tails?

10mm compression fit or 3/8” female thread.

How can I service a mixer with mixer ball technology?

The different ways of dismantling the individual mixers is included in the corresponding installation instructions for the spare part.

Please note that the replacement grommets are installed WITHOUT springs.

How do I dismantle the M3 or M2 cartridge?

Dismantle the handle plug to remove the M3 or M2 cartridge. Release the handle using a 4mm allen key. Unscrew the flange, by hand, and remove the cartridge nut using an adjustable spanner. Now you can remove the cartridge.
Installation is carried out in reverse order.

A detailed installation manual is included with the spare part. This not only includes the description but also illustrations.

Can the hot water temperature be restricted on Hansgrohe mixers?

The maximum hot water temperature can be limited on Hansgrohe mixers with ceramic cartridge M1/M2/M3 (not on joystick cartridges) and on all thermostats. You will find the precise procedure in the relevant installation manual.

Can the connection hoses be replaced on Hansgrohe and Axor mixers?

The hoses can be replaced on all standard mixers (basin mixer, bidet mixer and kitchen mixers). Please refer to the installation manual enclosed with the spare part for how to dismantle the mixer hoses.

Why does the shower hose not slide well in the Secuflex?

In most cases, lack of movement in the Secuflex hose is due to dirt. We recommend completely dismantling the Secuflex from above and cleaning the inner hose and protective hose. Rub the inner hose with a silicone cloth and pull the cloth several times through the protective hose. Another option to ensure functional ease of movement is to spray the shower hose with silicone spray No. 97864000. The silicone film minimises friction and prevents deposits.

Where must the water connection be for the Secuflex bath tub rim set?

Water connection DN15 internal thread may be installed maximum 30 cm away as otherwise dismantling will be impossible for service work. For more information, please refer to the Secuflex installation manual.

Is there an option of installing the bath tub rim shower support No. 28307000 into a thicker shelf support?

The bath tub rim shower support can be extended by 35 mm with shaft extension No.13898000.
Alternatively, the installation surface below can be lowered (min. 55 mm).
Observe bearing capacity/tensile strength!

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 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.

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.

Showers, shower supports and shower sets

What should I investigate if I am experiencing temperature fluctuations in my unpumped shower system?

Check hot water temperature (max 65 degrees)
Check hot and cold supplies are installed correctly (hot left, cold right)
Check system has equal pressures & flow rate
Check system for air ingress
Check filters for debris
Check thermostatic cartridge for debris

What should I investigate if the flow rate is poor on my unpumped shower system?

Check to see if filters are blocked
Check to see if there is debris in the pipe work
Check water and flow pressures
Check hot water temperature (max 65 degrees)
Check isolation valves are fully open
Check thermostatic cartridge for debris
Check non return valves are opening and closing correctly

What should I investigate if the flow rate is poor on my pumped shower system?

Check power supply to pump
Check isolation valves are fully open
Check filters in the pump
Check hot water temperature (max 65 degrees)
Check supply from hot water cylinder falls to pump to prevents air ingress
Check supply from cold water storage tank fall to pump to prevent air ingress
Pipe work to pump should be 22mm
Cold water storage tank supply to hot water cylinder should be min of 28mm
Check non return valves are opening and closing correctly

What are the flow rates of Hansgrohe and Axor showers?

See the technical data for individual products.

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

You can get a tile compensation disk for shower pipes, and this gives 7 mm adjustment. You can get the appropriate item number from the relevant installation manual.

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.

A height adjustable handset bracket is required for the Axor shower pipe. Is that possible?

Yes, the diameter of the riser pipe is 22 mm.
This means the Unica`S handset bracket part no. 97651000 or the Unica`S handset bracket No. 28672000 will fit.
Handset bracket no. 96505xxx can be used for special finishes.

Can another handset bracket be used on the Axor Starck wall bar?

Yes, the Unica´D wall rod handset bracket part no. 96190000 is compatible.

What should be done if water is leaking at the air intake nozzles on the Raindance Rainmaker?

Please refer to the manual for detailed instructions on cleaning. Sadie find the instruction on the website and put a link in....

The jet disc or the boreholes in the air intake nozzles are limescaled/soiled. Please rub the jets (QuickClean) with a cloth and then unscrew the air nozzles (allen key 6 mm width A/F). Clean and descale these and screw in the air nozzles again gently (do not tighten hard).

What can be done if the connection hoses to the Raindance Rainmaker are too short?

Pressure hose No. 94174000 (600 mm) can be used as an extension.

Accessories

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 (2 width A/F), while simultaneously pulling the holding part forwards.

What should I do if my lotion dispenser no longer dispenses lotion?

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.

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 and Axor brands. In the Showerworld at our headquaters in Germany 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 home page or request them using the order form.

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.

Where can I find information on spare parts?

You will find spare parts with the appropriate item numbers both in our electronic spare parts catalogue and in the instruction manual enclosed with each product. If you have any other questions please use the contact form to get in touch with our technical service department.

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.

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 limescale 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 clean water and also rinse them well on the outside. You can cover body jets with a cloth soaked with quick descaler and after ten minutes rinse them well and flush it through with water.