Terms & Conditions

Shipping & Delivery
All items that are in stock ships within 5-7 business days after order has been placed . Please call us to check items availability.
Privacy & Security
Our website uses Secure Sockets Layering (SSL) to encrypt your personal credit information, including your credit card number, before it travels over the Internet. SSL technology is the industry standard for secure online transactions. Because we use SSL, placing an order online at our website is just as safe as giving your credit card number over the phone. Warning about Fraudulent Emails: "Phishing" is a scam designed to steal your personal information. If you receive an email that looks like it is from us asking you for your personal information, do not respond. We will never request your password, user name, credit card information or other personal information through email.
Returns & Replacements
To return a product, you must email us for a Return Authorization number (RA#) or calling toll free our Customer Service at 646.517.0232. You can only request a RA# within 30 days after you receive shipment. Please make sure you write this number on the outside of the box you send back to us. Returns without an RA# may be refused and/or subject to a 50% restocking fee. You must return products within 30 days after the RA# is issued. Items must be returned unused and in their original packaging as shipped by HansgroheFixtures.com. Any items returned in packaging other than the original packaging will be refused. In the event of a returned item the customer will NOT get credit for the initial free shipping and it is the customers responsibility to ship the product back to us via any common carrier insured. There is a 25%-50% restocking fee on merchandise returned for any reason other than a product defect or damage. Custom orders can not be returned. At the time you place your order we will notify you if the item is a custom order. If you have any further questions regarding shipping or returns, please email us sales@hansgrohefixtures.com.
Restocking Fee
There is a 25% restocking fee on merchandise returned for any reason other than a product defect or damage. Any items that are returned without a return authorization will be charged 50% restocking fee. Returns received 30 days after an RA is issued will incur a 50% restocking fee.
Shortages/Damages/Defects
You must inspect your package immediately upon receipt for shortages (did not receive all the items listed on the packing slip that show as shipped), damages or defects. You must notify us within two (2) days of receipt of any shortages, damages or defects. If your product is received damaged or defective we will take one of the following actions: Send a certified technician out to your home to inspect, and, if necessary, repair or replace the product at our expense; or provide you with a Return Authorization number (RA#) so that you can return the product at our expense. If the certified technician determines that your product was not damaged or defective or if you returned the product and upon our inspection we determine the product is not damaged or defective, you may be charged for the service call and/or shipping plus a 25%-50% restocking fee.
Order Cancellation Policy
You may cancel your order, for any reason, and receive a full refund provided your order has not been added to the shipping queue or shipped by either ourselves or the distributor. Typically, most orders are shipped the same day they are received. Our customer service representatives can inform you of the status of your order and advise you whether or not the order can be cancelled for a full refund. Once an item is shipped or added to the shipping queue by either us or the distributor the terms of our returns policy will take effect. In some cases a custom, special order item may be non-returnable and/or non-cancelable.