Help With Your Product
We try to provide as much information as possible on each product page, however, if you can't find the information you're looking for then please contact us through e-mail or phone.
If you believe your product has developed a fault, we can advise on a solution to fix the problem. However, if this does not fix the issue, you may require a replacement part. If you require replacement parts: If it has been less than one year since the date of purchase, and the faulty part is still covered under the guarantee, we should be able to send you a replacement part free of charge, pending stock of the product and replacement parts. If you've had the product for more than 12 months, or the fault is not covered under the guarantee, we may still be able to provide you with some spare parts for a specific charge. Please contact our customer service team with details of issue, along with photos of the fault and the whole product, so we can get an understanding of the issue.
If you believe your product has developed a fault and is still under guarantee (for our more information on guarantee duration please see here) please get in touch with our experienced team and they will assist you. We will require photos or videos clearly indicating the fault, and also photos of the whole product, so that we can get a better understanding of the issue.
The most common cause of a dripping tap is that the cartridge needs cleaning to remove debris or limescale that has built up, especially if you live in a hard water area. Please refer to the installation instructions originally supplied or e-mail us if you need assistance.
If you're having trouble with your thermostatic shower, such as cold water only, or poor water flow, then this short guide should hopefully resolve your issue.
The most common causes of a shower valve not fucntioning properly are:
- Debris in the valve resulting in blocked filters and preventing the thermostat from operating correctly.
- Lime scale build up in filters or on thermostat capsule
- Incorrect pressures - both hot and cold water pressures must be equal.
Typically, these issues are resolved by carrying out one of the following actions:
- Removing the thermostat and flushing water through it.
- Removing the thermostat, cleaning the filters and thermostat capsule using a soft brush and warm water
- Fitting a pump to a lower pressure water system, or fitting a pressure reducer to higher pressure supply, to achieve suitable
We run quality control checks on all of our products at every stage to make sure these things don’t happen often. However, despite our best efforts, sometimes things can get damaged out of our hand. If you receive a damaged item, please contact our customer service team as soon as you can with some photos of the product, they will work to resolve the issue for you.
Most of our products are supplied with instructions on how to care for them. Generally, all that is normally needed is warm soapy water and a soft cloth. For mirrors and wooden furniture we recommend a cloth well wrung out in warm, soapy water, and immediately after with a soft, dry, lint free cloth. In areas with hard water, water left sitting on shower enclosures can result in water marks, so it would be advisable to dry after use - a squeegee works well.