Hansgrohe Professional Services
Trust in quality “Made by Hansgrohe”

Guarantee from AXOR and hansgrohe

Offering our customers the highest quality at all times is a fundamental part of the Hansgrohe company philosophy. For over 100 years, we have been manufacturing high-quality bathroom products and ensuring high standards with our comprehensive quality management. This applies in all our plants, both national and international.

On this reliable basis, proven over generations, we as a manufacturer go one step further: We offer our end consumers a five-year manufacturer’s guarantee on our products.

Success with strong brands

The manufacturer’s guarantee is a voluntary service. Hansgrohe thus provides its sales partners with another argument that they can successfully use to demonstrate the advantages of Hansgrohe brands for the end consumer. The Hansgrohe Service department provides expert support to specialist partners to implement this manufacturer's guarantee.

The requirements for the guarantee and details can be found in the guarantee conditions below. 

General Information

Hansgrohe assumes this manufacturer’s guarantee towards consumers of Hansgrohe products in addition to the statutory warranty to which the consumer is entitled from the seller.
It shall apply without prejudice to mandatory liability regulations, such as those in accordance with the German Product Liability Act, in cases of intent and gross negligence, or resulting from injury to life, body or health by Hansgrohe or its agents.

The term “consumer” in this manufacturer’s guarantee means any natural person who owns the product and has not purchased it for the purpose of resale to or installation for a third party in the course of their commercial or self-employed professional activities. The term “primary customer” means the consumer who has purchased the product directly from Hansgrohe or from a dealer or other natural or legal person who resells or installs the product in the course of commercial or self-employed professional activities.

Guarantee Protection – Guarantee Period

Valid for Hansgrohe products purchased by primary customers on or after 01/01/2010 (purchase receipt):

Hansgrohe guarantees consumers that its products are free from material, manufacturing and design defects. The latest science and technology at the time of manufacture is decisive in this regard. The defect giving rise to the claim must already have been present in the product at this time. Claims for the reimbursement of consequential loss or on grounds of product liability shall only be valid in accordance with mandatory statutory regulations.

a. This guarantee shall apply to all hansgrohe products not listed under II b. for a period of five years from the purchase date by the primary customer, but in all events for a maximum of six years from the date of manufacture. The guarantee period shall not be extended as the result of services provided under this guarantee, in particular, not in the event of repair or replacement. In such cases, the guarantee period shall also not recommence.

b. Valid for hansgrohe products with electronic components: iBox Hub (art. no. 25020190), RainButton (art. no. 25010000 – 25019000 and 250107000 – 25019700), RainButton Qi-Ladepad (art. no. 25100000) or Pontos Scout (art. no. 15887000), purchased by primary customers on or after 01/01/2020 (purchase receipt). Hansgrohe shall provide primary customers who have purchased products with electronic components that are listed or fall under b. with a two-year guarantee commencing from the date of purchase by the primary customer, but in all events for a maximum of three years from the date of manufacture.

The guarantee period shall not be extended as the result of services provided under this guarantee, in particular, not in the event of repair or replacement. In such cases, the guarantee period shall also not recommence.

Written Notice of Defects

The consumer shall be entitled to assert the rights under this guarantee by providing Hansgrohe or the dealer from whom the primary customer purchased the product with written notice of a defect within the guarantee period. A further condition is that the consumer must provide notice of the defect within two months of its discovery or at the time it must have been apparent. The consumer shall be obliged to prove that the guarantee has not expired (for example, by presenting the primary customer’s purchase receipt).
Hansgrohe shall also be entitled to determine the start of the guarantee period on the basis of the date of manufacture.

Services in the Event of a Guarantee Claim

Hansgrohe shall be entitled to repair or replace the product, or to reimburse the purchase price to the consumer.

Usually, the consumer has the faulty product repaired by a specialist on site with the prior agreement of Hansgrohe. In such an event, the guarantee shall cover the free delivery of the necessary spare parts. If Hansgrohe issues a written decision to conduct the repair itself, Hansgrohe shall bear any costs that arise for spare parts, installation and labour, as well as any expenses incurred from transport or shipping of the product. The consumer must provide access to the product.

In the event of a replacement, the old product shall be replaced free of charge by a new product of the same kind, value and type. If the product in question is no longer manufactured at the time at which the defect is reported, Hansgrohe shall be entitled to deliver a similar product. Transport and shipping to and from Hansgrohe or to and from the dealer, any de-installation and re-installation of the product or any other special measures can only be carried out with the prior agreement of Hansgrohe. If Hansgrohe agrees to the intended measure, Hansgrohe shall bear the costs arising from the measure that is carried out. Unless otherwise agreed, the consumer shall undertake to collect the new product from the nearest Hansgrohe dealer.

If Hansgrohe chooses to reimburse the purchase price and confirms this in writing, the consumer shall return the product and Hansgrohe shall reimburse the purchase price paid.

Conditions and Exclusions

This guarantee shall only be valid if installation and maintenance have been duly conducted in accordance with the operating instructions and generally accepted engineering practices (e.g. by a qualified tradesperson or authorised specialist), the operating instructions have been complied with and the hansgrohe products have been used in accordance with the technical and maintenance instructions provided by Hansgrohe.

This shall include but not be limited to the inlet water pipes being duly flushed, especially prior to the product’s installation or following building work in accordance with the valid standards, installation work complying with the enclosed diagrams and checks being done for compliance of the working pressure in the water mains with technical specifications.

Installation, user and maintenance manuals are provided with all products and can be found at hansgrohe-asia.com and axor-design.com/asia.

The guarantee shall not cover:

  • Wear to wear and tear parts such as seals;
  • Breakage of breakable components such as glass or bulbs;
  • The exhaustion of consumable materials such as batteries, filters or aerators;
  • Slight deviations of the hansgrohe products from the target quality that do not affect the usability of the product;
  • Dirt ingress, water hammer, in particular hot water hammer, limescale deposits, operating and user errors, damage caused by aggressive environmental influences, chemicals or detergents;
  • Product defects caused by the installation, transportation or test operation of the purchased item;
  • Damage caused by the defective hansgrohe product;
  • Display products and similar.

The guarantee shall not be valid in the event of:

  • Non-compliance with the installation, maintenance and user manuals enclosed or provided at hansgrohe-asia.com and axor-design.com/asia;
  • Installation, maintenance, repair or servicing by non-qualified persons;
  • Product damage caused by the seller, plumber or third persons;
  • Damage that can be attributed to normal wear or intentional damage – in the event of negligent damage, contributory negligence shall be offset by mutual agreement;
  • Improper installation or commissioning;
  • Insufficient or improper maintenance;
  • Products that have not been or are not used in line with their intended purpose;
  • Damage caused by force majeure or natural disasters, especially, but not
  • limited to, floods, fires or frost damage.

Non-Applicability of the Guarantee

If a product defect is not covered by this guarantee, any costs that arise from shipping and transporting the product shall be borne by the consumer. The consumer must also bear any costs, including labour costs, arising from the inspection of the product, as well as the costs of de-installing and re-installing the product.
If the consumer, after being informed of the non-applicability of the guarantee and of the estimated cost of the repair, wishes the repair to be carried out, the consumer must also pay the cost of spare parts and labour.

If the defect was not already present when the product was delivered, Hansgrohe shall decide on a case-by-case basis if the defect may be rectified on a goodwill basis. In such cases, the consumer shall not have any legal right to the defect being rectified.

Statutory Rights

In addition to the rights from the guarantee, the consumer shall be entitled to statutory rights. These sometimes lesser rights for the consumer shall not be restricted by the guarantee. The guarantee shall also not affect the rights of the primary customer and, where applicable, the consumer in relation to the seller from whom the primary customer procured the product.

Place of Fulfilment, Place of Jurisdiction and Applicable Law

This guarantee shall be subject to German law under the exclusion of the UN Convention on Contracts for the International Sale of Goods (CISG) of 11 April 1980. The place of fulfilment for the obligations under this guarantee shall be Schiltach, Germany. Where permissible, the place of jurisdiction shall be Rottweil, Germany. 

Hansgrohe SE
Auestraße 5-9
77761 Schiltach

  • Hansgrohe manufacturer’s guarantee

    Hansgrohe manufacturer’s guarantee

    The prerequisites and details can also be found in this PDF with the guarantee conditions.

    Download here (PDF, 917 KB)