Warranty

What is the warranty on our products?

At Loriano, we place great importance on the quality, durability and reliability of our products. That is why we work with carefully selected brands and manufacturers and offer clear warranty terms.

Our products are covered by the applicable statutory warranty rights. In addition, we offer an additional commercial warranty of 2 to 15 years on many products, depending on the brand and product concerned.

Below, we explain which warranties apply, what they cover and how you can easily submit a warranty claim.

1. Statutory warranty

When you buy a product from Loriano as a consumer, you are entitled to a product that conforms to the contract and to what you can reasonably expect from it.

Under European consumer rules, statutory protection applies for at least 2 years from delivery. In some countries, longer warranty periods or additional statutory rights apply.

The exact statutory protection depends on the applicable national law.

What does the statutory warranty mean?

If a product does not meet your reasonable expectations under normal use, you may be entitled to an appropriate remedy.

Depending on the circumstances and applicable law, this may include:

• Repair of the product free of charge.
• Replacement of the product free of charge.
• An appropriate price reduction.
• A refund if the contract is lawfully terminated.

Statutory warranty claims are handled by Loriano as the seller and are separate from any additional manufacturer or commercial warranties.

2. Additional commercial warranty: 2 to 15 years

In addition to your statutory rights, we offer an additional commercial warranty on many products, depending on the brand, product category and specific warranty terms.

The commercial warranty period can range from 2 to 15 years.

This warranty is generally intended to cover demonstrable manufacturing defects, material defects and structural defects that fall within the warranty terms for the brand or product concerned.

Where applicable, the exact warranty period and coverage are stated with the product or in the accompanying warranty documentation.

Important: A commercial warranty supplements your statutory consumer rights and does not limit or replace them.

Commercial warranties are subject to the terms of the relevant warranty provider, including the warranty period, covered components and any specific exclusions.

3. What does the warranty cover?

A warranty may apply if a product develops a defect under normal and proper use caused by a manufacturing defect, a material defect or another issue covered by the applicable statutory or commercial warranty.

Examples may include:

• Demonstrable manufacturing defects.
• Material defects that arise or become apparent during normal use.
• Structural defects not caused by improper use or external damage.
• Defects in components covered by the applicable warranty.
• Finish problems demonstrably caused by a manufacturing or material defect.

Whether a problem is covered by the warranty is assessed based on the nature of the defect, the age and characteristics of the product, its use and the applicable warranty terms.

4. What is generally not covered by the warranty?

Our warranties are intended to cover defects for which Loriano or the relevant warranty provider is responsible. Damage demonstrably caused by external circumstances or improper use is generally not covered by the warranty.

Examples include:

• Improper use: Damage caused by using the product for a purpose for which it was not designed or intended.
• Incorrect installation: Damage demonstrably caused by faulty assembly, incorrect connections or failure to follow the installation instructions.
• Improper maintenance: Damage caused by failure to follow the applicable maintenance and cleaning instructions.
• Harsh cleaning agents: Damage caused by, among other things, acidic products, chlorine-based agents, strong descalers or other chemical cleaning products unsuitable for the finish concerned.
• Abrasive materials: Scratches or damage caused by scouring pads, steel wool, abrasive cleaners or other abrasive materials.
• External damage: Damage caused by impacts, falls, improper use, accidents or other external causes.
• Normal wear and tear: Signs of use and wear consistent with the age, characteristics and normal use of the product.
• Water quality: Limescale or deposits caused by the composition of the water rather than a defect in the product.

These examples do not constitute automatic grounds for exclusion. If a problem results from a defect for which the seller is legally responsible, your statutory rights continue to apply.

5. Warranty on coatings and coloured finishes

Many of our taps, sinks and bathroom products are available in various colours and finishes, such as black, white, Gunmetal, copper and gold tones.

These finishes are designed for normal everyday use but require appropriate maintenance to preserve their appearance for as long as possible.

Coated surfaces

Products with a coating can be damaged by abrasive cleaning materials, harsh cleaning agents, hard objects or other external influences, among other things.

Scratches, discolouration, damage or peeling of a coating demonstrably caused by such external factors are generally not covered by the warranty.

However, if a coating has a demonstrable manufacturing or material defect, it may be covered by the applicable warranty.

Brass and uncoated metal finishes

Due to their natural material properties, brass and certain other uncoated metals may oxidise, develop a patina or show subtle colour variations over time.

These natural changes may be part of the material's normal ageing process and do not automatically constitute a product defect.

Please note: A change in colour, shine or surface is always assessed in relation to the product's characteristics, the product information provided, its use and the applicable warranty terms.

6. Normal wear and tear or a manufacturing defect?

Not every visible change or instance of damage means that a product has a manufacturing defect.

In our assessment, we distinguish between normal wear and tear, external damage and possible material or manufacturing defects.

We consider, among other things:

• The age of the product.
• The nature and location of the damage.
• The materials and finish used.
• The normal use and maintenance of the product.
• Any indications of a manufacturing or material defect.
• The characteristics and lifespan that can reasonably be expected of the product.

A purely cosmetic change is not automatically excluded from the statutory warranty. Even in the case of a defect in appearance, we assess whether the product meets your reasonable expectations.

7. Are installation and removal costs included?

When a warranty claim is submitted, we first assess whether there is a defect covered by the statutory warranty or an additional commercial warranty.

Additional commercial warranties may have specific terms regarding labour costs, call-out charges, installation, removal and other work carried out by third parties.

However, when a statutory warranty claim is valid, the statutory rules on repair or replacement free of charge apply.

If a product was correctly installed in accordance with its nature and intended purpose before the defect became apparent, the necessary costs of removal and reinstallation may fall within the seller's statutory obligations.

This is assessed on a case-by-case basis under the applicable law.

Important: We recommend that you do not engage an external technician or installer for warranty work without contacting us first. This allows us to assess the appropriate remedy and how the work should be carried out.

Costs independently incurred for third-party work are not automatically reimbursed. This does not affect any statutory entitlement to reimbursement of necessary costs.

8. How do I submit a warranty claim?

Is your product defective, or do you suspect a manufacturing defect? You can easily submit a warranty claim through our Helpdesk Chat.

The chat will guide you to the online service form, where you can describe the problem and add photos or other relevant information.

How it works:

1. Open the Helpdesk Chat
   Click the Helpdesk Chat icon on our webshop.
2. Start a service request
   Select the option to report a service or warranty issue and follow the steps to the online form.
3. Select your order
   Indicate which product your warranty claim concerns.
4. Describe the problem
   Explain as clearly as possible what is wrong and when you discovered the defect.
5. Add photos or videos
   Upload clear images showing the product and the reported problem.
6. Submit your report
   After submission, a service ticket is created automatically so our service team can assess and process your request.

The Helpdesk Chat and online service form are our recommended way to submit warranty claims. Your statutory rights to report a defect to us remain unaffected.

9. What information do we need?

To assess your warranty claim as efficiently as possible, we ask you to provide the following information:

• The order number or other proof of purchase.
• The product or article number concerned.
• A clear description of the problem.
• The date you discovered the problem.
• One or more clear photos of the product and the defect.
• If relevant, a short video showing the problem.

If your order can be found through your Customer Dashboard, you generally do not need to upload a separate invoice.

If additional information is needed for the assessment, we will request it through your service ticket.

10. What happens after I submit my warranty claim?

Once you have submitted your online service form, a service ticket is created automatically.

Our service team then reviews the information provided and checks the applicable warranty terms.

If necessary, we will request additional information or consult the manufacturer or supplier to determine the cause of the problem.

An appropriate remedy will be determined based on the nature of the defect and the applicable rights and terms.

This may include repair, replacement of a component, replacement of the product or another legally appropriate remedy.

We aim to assess and resolve warranty claims as quickly as possible.

The time required may vary depending on the problem, the availability of parts and any technical investigation needed.

For a valid statutory warranty claim, repair or replacement will take place within a reasonable time and without significant inconvenience to the consumer, in accordance with the applicable law.

11. What if the commercial warranty lasts longer than the statutory warranty?

Some products have an additional commercial warranty that lasts longer than the minimum statutory warranty period.

If you submit a claim during this additional warranty period, it will be assessed under the terms of the relevant commercial warranty.

You can also submit this claim through our Helpdesk Chat.

Our service team will check which warranty applies and, if necessary, involve the relevant manufacturer or warranty provider in the assessment.

Additional commercial warranties may have different terms regarding, for example, covered components, labour costs, transport or how claims are handled.

The exact terms of the commercial warranty depend on the product concerned and the warranty provider.

Statutory consumer rights may continue to apply even after a commercial warranty has expired.

12. Does the warranty also apply to business purchases?

Different warranty terms may apply to business purchases than to purchases by private consumers.

The specific statutory consumer protections do not automatically apply to business contracts.

Business orders are subject to the applicable contractual agreements, any commercial warranty terms and the relevant statutory provisions.

Business customers can also submit a service request through our Helpdesk Chat.

13. Where can I find the warranty terms for my product?

Where applicable, the additional commercial warranty period is stated with the product or in the accompanying warranty documentation.

The specific terms may vary by brand, product category and warranty provider.

You can also find more information about our general warranty terms in our Terms and Conditions.

Questions about warranty?

Do you have questions about your product's warranty period, a possible manufacturing defect or an existing warranty claim?

Use our Helpdesk Chat to submit a service request.

You can describe the problem and add the necessary photos or videos through the online form. A service ticket is created automatically after submission.

We are happy to help ensure your warranty claim is handled carefully and appropriately.

How can I request warranty service or a repair?

Do you have a problem with a product, suspect a manufacturing defect or want to request a repair? At Loriano, you can easily submit a service or warranty request online.

You can do this through our Helpdesk Chat or your personal Customer Dashboard on our webshop.

Using the online service form, you can describe the problem, select the relevant product and add photos or videos. Once you submit the form, a service ticket is created automatically so that our service team can review and process your request.

1. Submitting a service request through Helpdesk Chat

The easiest way to submit a warranty or repair request is through our Helpdesk Chat.

Follow these steps:

1. Open Helpdesk Chat
   Click the Helpdesk Chat icon at the bottom right of our webshop.
2. Choose "Send us a message"
   Then select "I want to submit a service request".
3. Select your order
   Choose the order number your request relates to.
4. Select the relevant product
   Indicate which item you want to request warranty service or a repair for.
5. Describe the problem
   Explain as clearly as possible what is wrong and when you discovered the problem.
6. Upload photos or videos
   Add clear images showing the product and the reported problem.
7. Submit the service form
   Once you submit it, a service ticket is created automatically and you will receive a service ticket number.

2. Submitting a service request through your Customer Dashboard

You can also submit your service request directly through your personal Customer Dashboard on our webshop.

1. Log in to your personal Customer Dashboard.
2. Open your order overview.
3. Select the order your request relates to.
4. Choose the available option to submit a service request.
5. Complete the online service form and add the required photos or videos.
6. Submit your request to create a service ticket.

3. What information do we need?

To review your request as quickly and carefully as possible, we ask you to provide the following information:

• Order number: The number of the order your request relates to.
• Product: The item for which you are requesting warranty service or a repair.
• Description: A clear description of the problem.
• Photos: Clear overview and close-up photos showing the problem.
• Video: If relevant, a short video showing, for example, a leak or a functional problem.

The clearer the information you provide, the easier it is for us to review your request.

If we need additional information, we will request it through your service ticket.

4. What happens after I submit my request?

Once you submit the online service form, a service ticket is created automatically.

Our service team will then review your report and the photos or videos you have provided.

Depending on the nature of the problem, we may:

• Request additional information or photos.
• Ask our technical specialists or the manufacturer to assess the problem.
• Offer a repair or replacement of a part.
• Offer a replacement product when this is the appropriate solution.
• Offer another solution in accordance with the applicable warranty terms and statutory rights.

We will inform you of the assessment and next steps through your service ticket.

5. How long does it take to process my warranty request?

We aim to review and resolve service and warranty requests as quickly as possible.

The time needed depends on the nature of the problem, the information available, any technical investigation and the availability of replacement parts.

In some cases, we need to consult the manufacturer, which may mean processing takes longer.

For a valid claim under the statutory warranty, we will provide a solution within a reasonable time and without significant inconvenience to the consumer, in accordance with applicable law.

If additional information or investigation is needed, we will let you know through your service ticket.

6. Should I return the product immediately?

No, do not return a defective product on your own initiative.

First submit your service request through the online form and wait for instructions from our service team.

In many cases, we can assess the problem using photos, videos or additional information.

If the product needs to be examined or returned, you will receive the necessary instructions.

7. Can I still submit a request after the statutory warranty period?

Yes. Many of our products come with an additional commercial warranty alongside the statutory warranty, depending on the brand and product.

You can also submit a service request for this through Helpdesk Chat or your Customer Dashboard.

Our service team will check which warranty terms apply and whether the problem is covered by the relevant warranty.

The commercial warranty supplements your statutory rights and does not limit them.

8. How can I track my service request?

After submitting your request, you will receive a service ticket number.

This ticket is used to review your report, communicate with you and handle your request.

If additional information is needed or an update is available, this will be communicated through your service ticket.

Need help with your service request?

You can request warranty service or a repair entirely online through our Helpdesk Chat or your personal Customer Dashboard.

You will be guided step by step through completing the service form and adding the required photos or videos.

This ensures we receive the information we need to handle your request carefully.