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FAQ's

 

Need some help? Check our FAQ's for answers to some of our most commonly asked questions.

If you can't find what you're looking for, you can speak to one of our team by live chat or call 03300 266273.

HOW DO I REGISTER MY PRODUCT?


Registering your product with us is quick and easy. You can register your product here.

If you do have any queries after installation, it means we'll be able to identify your product straight away, saving you time and effort later on.

HAVE BRISTAN GUARANTEES CHANGED?


From 1st April 2021, guarantees across our kitchen and bathroom tap ranges have changed from 5 to 10 years*. The new guarantee applies to applicable kitchen and bathroom taps purchased after this date.

*Some exclusions may apply on the term of the guarantee. Click here to find out more or email us at enquire@bristan.com.

 

HOW CAN I MAKE A CLAIM UNDER WARRANTY?


We recommend that you register your products as soon as you purchase them, however you can make a claim at any time during the warranty period. You will just need to provide us with a few details and upload a copy of your receipt, installation invoice or NHBC certificate (if you have a new build house).

If you can provide the etch code/batch code off the product, then this will help to speed up your query. This code can be found on the back, underneath or side of the product, and will contain letters/numbers e.g. AB0123.

Get in touch by speaking to one of our team on 0330 026 6273 or by email on enquire@bristan.com.

HOW CAN I ORDER FROM YOU?


If you are an Independent Merchant and have an account with us, then you can either place orders via phone on 0330 036 6271, or email Bristan orders to orders@brisan.com and Heritage Bathrooms orders to salesorders@heritagebathrooms.com. 

If you have also enrolled on our website and have an account with us, then you can also place orders via this method.

If you don’t currently have an account set up with us and would like to discuss opening one, contact us on 0330 026 6273 or by emailing us at enquire@bristan.com.

If you install our products, you can order through one of our channel partners. You can locate your nearest merchant on our website.

HOW CAN I STOP MY PRODUCT FROM DRIPPING?


The most common cause for a dripping tap or shower is limescale/water-borne debris. This can either block the valve so that it can’t close properly or corrode the valve and seating which allows water to sneak through. 

To prevent this from happening, we advise that you service the valve every 6-12 months to clear any limescale or debris that may be stuck. If your product is already dripping and servicing does not resolve it, the valve will need to be replaced.

HOW DO I SERVICE MY PRODUCT?


To service your product, you will need to remove the valve or cartridge (specific instructions on how to remove the valve or cartridge is detailed in the Fitting Instructions of your product). 

Once removed, soak the cartridge in a bowl with a 50/50 solution of warm water a white vinegar. Wait for at least 4 hours before removing the cartridge to give it a good soak. Fully rinse the cartridge under running water to flush away any residual dirt. Before placing the cartridge back, apply compliant grease on the cartridge seals. 

Click here for a video guide to servicing your mini valve shower. If you're unsure how to do this, then please give us a call on 0330 026 6273.

WHAT'S THE BET WAY TO CLEAN MY TAPS AND SHOWERS?


Residue from water, soap, toothpaste, shampoos, shower gels and limescale can look unsightly and even damage the chrome on your products. We suggest that any residue is removed as quickly as possible after use and regular cleaning of your products using warm soapy water (a mild pH-neutral liquid soap) and polish with a soft cloth.

Household bleaches and cleaners contain harsh chemicals and may damage the surface finish. Avoid using abrasive cloths, scouring pads, scrub sponges, steel wool or anything similar.

HOW LONG WILL CERAMIC DISCS LAST?


Following correct maintenance, your spare parts are covered for the length of your warranty against manufacturing faults. Any dripping valves should be cleaned immediately to ensure any debris doesn’t cause irreparable damage.  

Detailed instructions on how to service your product can be found in the Fitting Instructions of your product. If you're unsure how to do this, then please give us a call on 0330 026 6273.

WATER TRICKLES FROM THE TAP AFTER TURNING IT OFF.


This can be caused by 'spout drainage' where any water remaining in the spout is siphoned out. This is a natural event, not a product fault that can make it look like the tap is continuing to run for a few seconds after turning it off, however this does not always happen straight away.

You can contact us on 0330 026 6273 if you would like any further information.

 

WHY DOES MY THERMOSTATIC VALVE PROVIDE ONLY HOT OR COLD WATER, NOT MIXED?


For the water to mix correctly, the supplies need to be fed to the shower the correct way (hot on the left and cold on the right). Check that the feeds are correct and that the valve is not fitted upside down.

WHY CAN'T I GET MY SHOWER AS HOT AS I WOULD LIKE, EVER IF I TURN IT TO THE MAX?


Our showers have been factory set for the temperature. If you find that you want your shower a little warmer than this setting, then you can re-calibrate the shower valve. 

Detailed instructions on how to re-calibrate your product can be found in the Fitting Instructions. We do recommend that the temperature is set no higher than 43 degrees.

WHY IS MY SHOWER RUNNING COOLER IN THE AUTUMN/WINTER MONTHS?


Water temperatures change seasonally. Therefore, when the water enters the home, in Summer, cold water can become warmer, and in Winter, it can become much colder, impacting your overall shower temperature and requiring adjustments to your shower or water heater settings. 

HOW OFTEN SHOULD I CHANGE MY BOILING WATER TAP FILTER?


We recommend changing the filter on your Boiling Water Tap every six months to keep it working at its best. 

We have a range of filters available depending on the age of your product. 

Please contact our Customer service team on 0330 026 6273 to discuss this further.

WHY IS THE SHOWER PUMP NOISY?


You may have some air within the pump unit which can cause some noise. Purging/commissioning the pump should help release any air. You may want to also check that the location of the pump and the water supply connections are as shown in the instructions.

Detailed instructions on how to purge/commission your pump can be found in the Fitting Instructions.

WHY DOES MY PRODUCT HAVE POOR/NO FLOW?


Our products have a minimum water pressure requirement to enable an adequate flow of water. Check that you have sufficient water pressure by checking the requirements on the Data Sheet or Fitting Instructions of your product. This will also tell you the expected flow rate for your pressure which has been tested in our accredited test lab.

WHY DOES MY ELECTRIC SHOWER SHOW THE LOW-PRESSURE LIGHT?


All of our electric showers require a minimum mains water supply of 0.7 bar, so make sure your pressure is above this. Blockages in the product filters can reduce the pressure to the unit, so check that they are clean and clear from any debris.

Detailed instructions on how to service the filters can be found in the Fitting Instructions of your product. If you're unsure how to do this, then please give us a call on 0330 026 6273.

 

DO I NEED A SLOTTED OR UNSLOTTED WASTE?


This depends on the type of basin you have. If your basin has an overflow to release any excess water, then you will need a slotted waste to ensure that this excess flows through the pipework. If you do not have an overflow, then you will need an unslotted waste. 

HOW DO I INSTALL AN EASYFIT KITCHEN TAP?


Our Easyfit taps are designed to make installation and maintenance quicker and easier. A step-by-step guide can be found in the Fitting Instructions of your product. 

Click here to see just how easy it is to install a Bristan Easyfit kitchen tap.

I'M LOOKING TO PURCHASE ONE OF YOUR PRODUCTS. WHERE CAN I FIND OUT WHICH PRODUCT IS SUITABLE?


As all of our products are designed differently, they may require different pressures to work correctly. Please check your water system’s pressure against our product’s operational pressures before purchasing. 

If you need any further information, please get in touch on 0330 026 6273.

WHAT DOES A BRISTAN WARRANTY COVER?


Our product warranties cover manufacturing faults. This does not include damage caused by water-borne debris or limescale.

Here to Help

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Frequently asked questions

Need some help? Check our FAQ's for answers
to some of our most commonly asked questions.

FAQ's

Why choose Bristan

Bristan is the UK's number one for taps and showers, with straightforward solutions for every bathroom and kitchen that you can trust time and time again.

Why Bristan

The Bristan Group Limited 2019

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