Warranty & Guarantees

Warranty & guarantees

How manufacturer warranties work on genuine TOTO, Geberit and Villeroy & Boch products bought from Washlets Direct, and how they sit next to your legal rights.

Last updated: 31 August 2026

Your legal rights come first

If you buy as a consumer, the Consumer Rights Act 2015 requires goods to be of satisfactory quality, fit for purpose and as described. Those rights last well beyond any manufacturer card. A retailer cannot send you only to the manufacturer and walk away from a fault that was present at sale.

Manufacturer warranties are extra. They do not replace those rights.

What you receive with the product

Each brand packs a guarantee card or states the period in the installation booklet. Treat that document as the source for the exact number of months and what is covered (electronics, ceramic, finish). Periods differ by brand, by part and between domestic and commercial use. We will not guess a number that is not printed for your exact SKU.

Typical pattern across these brands (always check the card):

• Electronic WASHLET / shower-toilet functions — a limited parts period from the manufacturer
• Ceramic pans — often a longer materials period than the electronics
• Frames, plates and accessories — as stated by that manufacturer

We supply UK-relevant, genuine product so the UK or EU manufacturer support route remains open. Grey imports often lose that route.

What usually voids a manufacturer warranty

• Installation that ignores the instructions or Building Regulations
• Wrong pan, frame or electrical supply for that model
• Misuse, impact damage, frost, or scale / water-quality issues the maker excludes
• Modifications or non-genuine spare parts

Correct professional installation is the single biggest factor. We are supply only.

How to claim

1. Email [email protected] with your order number, SKU, photos and a short description of the fault.
2. Keep the product installed if it is safe to do so until we agree next steps — removing it without photos can make diagnosis harder.
3. We will log it as a retailer fault claim and, where the manufacturer must inspect it, we will tell you how that booking works.

During the first 30 days a consumer can often reject faulty goods for a refund. After that, repair or replacement is the usual first step. Details: Returns & refunds.