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Frequently Asked Questions
Quick solutions to your most common inquiries here.
You’ve reached CRANACH’s hub for answers to all your common inquiries—from appliance care to warranty specifics, and understanding product features. Should you have further questions, don’t hesitate to get in touch. Our experts are available to offer personalized support whenever you need it.
Compliance with cUPC
Yes, provide cUPC certificate
CEC Compliance
Yes, provide CEC certificate
Compliance with ASME
Yes, provide cUPC certificate
Compliance with ASSE 1016
Yes，It's important to note that a cUPC certification complies with ASME standards, and ASME, in turn, complies with ASSE 1016.
Indeed, the American Society of Sanitary Engineering (ASSE) and CSA Standards have signed an agreement to harmonize five standards concerning automatic compensating valves, anti-siphon fill valves, trap seal primers, pressurized flushing devices (flushometers), and water temperature limiting devices.
This harmonization agreement is designed to bring clarity to the plumbing community, particularly to manufacturers of devices covered by these harmonized standards.
The understanding among these three organizations is that the harmonized standards aim to help U.S. and Canadian manufacturers by eliminating redundant efforts of writing standards for the same products in different countries. Each product can then be designed, manufactured, and tested according to a common standard. This not only ensures the production of consistently high-quality products but also helps reduce costs for both producers and consumers. Furthermore, it provides a common basis for product...
Indeed, the American Society of Sanitary Engineering (ASSE) and CSA Standards have signed an agreement to harmonize five standards concerning automatic compensating valves, anti-siphon fill valves, trap seal primers, pressurized flushing devices (flushometers), and water temperature limiting devices.
This harmonization agreement is designed to bring clarity to the plumbing community, particularly to manufacturers of devices covered by these harmonized standards.
The understanding among these three organizations is that the harmonized standards aim to help U.S. and Canadian manufacturers by eliminating redundant efforts of writing standards for the same products in different countries. Each product can then be designed, manufactured, and tested according to a common standard. This not only ensures the production of consistently high-quality products but also helps reduce costs for both producers and consumers. Furthermore, it provides a common basis for product...
How does a diverter work?
A faucet diverter is a valve mechanism used in plumbing fixtures to redirect water flow from one outlet to another. Commonly found in bathtub faucets, it allows users to switch the water flow between the tub spout and the showerhead.
Recommended hole size for bathroom faucet
Unless the installation instructions have otherwise noted on the specification sheet, the most common hole size of the sink should be 1-3/4".
Our products come with detailed installation instructions shown below.
It is always highly recommended to hire a professional to complete the project and follow the instructions provided.
On each product page, you can find this 'installation and specification sheet' under 'Downloads' for all our products.
Our products come with detailed installation instructions shown below.
It is always highly recommended to hire a professional to complete the project and follow the instructions provided.
On each product page, you can find this 'installation and specification sheet' under 'Downloads' for all our products.
Pressure-Balanced Valve - Do I need a pressure-balanced valve on my shower?
Pressure Balanced Valve – features just one handle controlling volume and temperature of the water together. Pressure is balanced by a disc or piston that reacts to changes in pressure. Max temperature is controlled by a set screw, to prevent the heat exceeding a certain threshold.
What are the most common diverter types?
There are three main kinds of shower diverters, single, two-valve, and three-valve diverter.
A single valve diverter (aka tee diverter) switches water flow between tub spout and showerhead.
A two-valve diverter uses one handle to control water temperature and another handle/valve to control water direction.
A three-valve-diverter has one handle to operate to control the water direction, in which it can direct to three different channels.
A single valve diverter (aka tee diverter) switches water flow between tub spout and showerhead.
A two-valve diverter uses one handle to control water temperature and another handle/valve to control water direction.
A three-valve-diverter has one handle to operate to control the water direction, in which it can direct to three different channels.
What is the recommended hole size for my kitchen faucet?
The standard recommended hole size is 1-3/8”.
How can I maintain and care for my pressure balance valve?
The valve is made up from several components and over time from wear and tear or hard water deposits, eventually your shower could be in need of a some maintenance.
The components include the spool, sleeves, and discs that are responsible for sealing the water and ensuring the temperature is mixed with hot and cold waters together.
* Note: Both hot and cold stop valves needs to be opened all the way
* Try soaking cartridge in a 50/50 vinegar and water solution for 24 hours
* Try shaking/brushing them in the solution to remove mineral deposits
For further installation references and guidelines please make sure to use your model number to search for the installation sheets on the product pages.
The components include the spool, sleeves, and discs that are responsible for sealing the water and ensuring the temperature is mixed with hot and cold waters together.
* Note: Both hot and cold stop valves needs to be opened all the way
* Try soaking cartridge in a 50/50 vinegar and water solution for 24 hours
* Try shaking/brushing them in the solution to remove mineral deposits
For further installation references and guidelines please make sure to use your model number to search for the installation sheets on the product pages.
Difference between thermostatic and balanced spool valves?
Thermostatic valves are designed to maintain a precise water temperature, providing a consistent and safe bathing experience. They achieve this by using a thermostatic element that adjusts the mix of hot and cold water to keep the temperature steady, even when water pressure fluctuates. This makes them ideal for showers, tubs, and commercial settings where exact temperature control and scald prevention are paramount.
On the other hand, balanced spool valves focus on maintaining consistent water pressure to prevent sudden changes in temperature. They use a spool mechanism to balance the pressure between hot and cold water lines, ensuring a stable mix. These valves are commonly used in residential showers and general plumbing applications where pressure stability is essential to avoid unexpected temperature shifts.
On the other hand, balanced spool valves focus on maintaining consistent water pressure to prevent sudden changes in temperature. They use a spool mechanism to balance the pressure between hot and cold water lines, ensuring a stable mix. These valves are commonly used in residential showers and general plumbing applications where pressure stability is essential to avoid unexpected temperature shifts.
How is the constant temperature set? Is it a digital setting?
Constant temperature: If the hot water stops, or the cold water stops, the spool will automatically close to prevent scalding. Currently we offer models with digital display and without digital display function, you can choose freely.
Is the faucet adjustable for water flow?
Yes, many faucets are adjustable for water flow. The ability to control water flow can vary depending on the type and design of the faucet.
How to Adjust Water Flow： Manual Adjustment: Use the faucet handles or levers to manually adjust the flow rate. Replace Aerators: If you need to increase or decrease the flow rate, consider replacing the aerator with one that has a different flow rate specification. Check for Flow Restrictors: Some faucets have removable flow restrictors that can be adjusted or removed to change the flow rate.
How to Adjust Water Flow： Manual Adjustment: Use the faucet handles or levers to manually adjust the flow rate. Replace Aerators: If you need to increase or decrease the flow rate, consider replacing the aerator with one that has a different flow rate specification. Check for Flow Restrictors: Some faucets have removable flow restrictors that can be adjusted or removed to change the flow rate.
What is the flow of the shower?
General shower is 2.5GPM, basin faucet 1.2GPM, bathtub shower 2.5GPM, kitchen faucet: 1.8GPM.
Will there be water stains left?
No if do care & maintence well.
How to keep my shower clean?
Suggest to clean the shower base with non-abrasive or non-caustic cleaners, it will prevent scratching or compromising the finish.
What's the best way to remove mineral deposits from my showerhead?
We suggest that remove the shower head and soak for 30-45 minutes in a 50-50 solution of warm water and vinegar firstly, then you can use a tooth brush to clean off the deposits.
If any maintenance tips on color finishes products, like PVD coated and lacquered coated one.
Example: ORB
Because Oil Rubbed Bronze is a reactive finish, special care should be taken, starting with proper installation. PVD (Physical Vapor Deposition) is a molecular process by which a uniform layer of metal, metal alloy, or metal nitrides and oxides is deposited on the faucet.
After Installation
Keep faucet dry after each use
Regularly (every 4 - 6 weeks) apply a thin layer of non-abrasive wax; this will prevent mineral deposits from forming on the faucet surface.
Non-Abrasive Wax Example: Flitz Faucet Wax
Clean with a mild non-abrasive soap and water or a mixture of white vinegar and water (50/50 mix)
Yes and No
Do not use plumber's putty when installing faucets, as the fumes of plumber's putty can break down the protective coating.
Use a silicone-based sealant, such as Polymer Seam Sealer.
Do not use harsh chemicals, acidic detergents, abrasive cleaners, steel wool polishes or scrubs, and any S.O.S. pads. These can dull the finish and void the warranty.
Because Oil Rubbed Bronze is a reactive finish, special care should be taken, starting with proper installation. PVD (Physical Vapor Deposition) is a molecular process by which a uniform layer of metal, metal alloy, or metal nitrides and oxides is deposited on the faucet.
After Installation
Keep faucet dry after each use
Regularly (every 4 - 6 weeks) apply a thin layer of non-abrasive wax; this will prevent mineral deposits from forming on the faucet surface.
Non-Abrasive Wax Example: Flitz Faucet Wax
Clean with a mild non-abrasive soap and water or a mixture of white vinegar and water (50/50 mix)
Yes and No
Do not use plumber's putty when installing faucets, as the fumes of plumber's putty can break down the protective coating.
Use a silicone-based sealant, such as Polymer Seam Sealer.
Do not use harsh chemicals, acidic detergents, abrasive cleaners, steel wool polishes or scrubs, and any S.O.S. pads. These can dull the finish and void the warranty.
How do I protect the finish on my faucet & shower? What cleaner should I use?
Due to the high content of minerals in the water, your finish may appear dull and tarnished after time, also these same minerals affect the proper function of your faucet.
These are some of the Do’s and Don’ts to not only maintain the luster of your faucet but also ensure that it functions at its optimum capacity.
CRANACH’ finishes are achieved by an electroplating process and further protected by a high-grade lacquer coating, and although they may be durable they will still require some care and maintenance in order to keep your fixtures looking as new for many years to come.
YES
(1) Use silicone-based caulking when installing.
(2) Clean your faucet with only a mild soap and water solution.
(3) Dry your faucet after using it.
(4) Give it a coating of Carnauba or any non-abrasive wax periodically.
NO (These will dull the finish and void your warranty.)
(1) Use plumber putty when installing the faucet.
(2) Use any abrasive cleaning agents, harsh chemicals, acid-based detergents, steel wool polishes, or scouring cleaners, and any S.O.S pads
(3) Expose your faucet to any acids.
It may seem like a very simple and shortlist but it is that simple to maintain your faucet looking shiny and new.
If your faucet is already looking somewhat dull and tarnished, before replacing it try cleaning it with a 50/50 solution of vinegar and water, you may need to soak some rags and wrap around the stubborn areas, leave overnight and rinse completely in the morning.
These are some of the Do’s and Don’ts to not only maintain the luster of your faucet but also ensure that it functions at its optimum capacity.
CRANACH’ finishes are achieved by an electroplating process and further protected by a high-grade lacquer coating, and although they may be durable they will still require some care and maintenance in order to keep your fixtures looking as new for many years to come.
YES
(1) Use silicone-based caulking when installing.
(2) Clean your faucet with only a mild soap and water solution.
(3) Dry your faucet after using it.
(4) Give it a coating of Carnauba or any non-abrasive wax periodically.
NO (These will dull the finish and void your warranty.)
(1) Use plumber putty when installing the faucet.
(2) Use any abrasive cleaning agents, harsh chemicals, acid-based detergents, steel wool polishes, or scouring cleaners, and any S.O.S pads
(3) Expose your faucet to any acids.
It may seem like a very simple and shortlist but it is that simple to maintain your faucet looking shiny and new.
If your faucet is already looking somewhat dull and tarnished, before replacing it try cleaning it with a 50/50 solution of vinegar and water, you may need to soak some rags and wrap around the stubborn areas, leave overnight and rinse completely in the morning.
My faucet are starting to show signs of losing their shine (especially in areas with high mineral water content), what should I do?
If you are just starting to see signs of mineral buildup, you can try
(1) Mixing a 1-to-1 water and vinegar solution
(2) Soak a paper towel with the solution and place it on the affected area. Leave the wet paper towel in place overnight.
(3) Wipe down the area and rinse with water.
(1) Mixing a 1-to-1 water and vinegar solution
(2) Soak a paper towel with the solution and place it on the affected area. Leave the wet paper towel in place overnight.
(3) Wipe down the area and rinse with water.
What kind of cleaner can l use on my showers?
You can use a damp cloth and mild dishwashing liquid, then rinse with water and dry with a soft cloth. Never use cleaners containing abrasives (including abrasive sponges or steel wool), ammonia, bleach or sodium hypochlorite, organic solvents (such as alcohol), or other harsh chemicals (such as descaling agents) to clean surfaces as they may damage the surface.
How to clean Chrome finish products?
Hold the cleaner sprayer 6" - 8" from the surface and spray the area. Wipe with a dry towel or cloth.
If you are not familiar with this, test it on a small, inconspicuous area first.
If you are not familiar with this, test it on a small, inconspicuous area first.
How to clean showerheads/hand showers/body dpray?
Wipe the spray head and nozzles with a soft, damp sponge or cloth. If necessary, turn on the shower and repeat the wipe.
Never use abrasive materials such as brushes or scouring pads to clean the surface.
Never use abrasive materials such as brushes or scouring pads to clean the surface.
Installation
How can I access the installation instructions for my product?
The installation guides is provided inside the product packaging and is also accessible on our website
Can I install a CRANACH product by myself?
CRANACH products are designed for easy installation in both homes and businesses. However, to ensure compliance with local building codes, it is recommended to consult a local plumbing contractor
What is the process for installing my kitchen or bathroom faucet?
For guidance, refer to the installation instruction sheet provided with your specific model. The following tools may be helpful during the installation of your faucet:
Basin Wrench
Silicone Sealant
Adjustable Wrench
Flashlight
Thread Seal Tape
Channel Locks or Pliers
Plumber's Putty
Flexible Supply Lines
Safety Glasses
Screwdrivers
Basin Wrench
Silicone Sealant
Adjustable Wrench
Flashlight
Thread Seal Tape
Channel Locks or Pliers
Plumber's Putty
Flexible Supply Lines
Safety Glasses
Screwdrivers
What should I do if my new faucet doesn't fit with my existing supply lines?
You may need to acquire an adapter to connect your new faucet to the existing supply lines or shut-off valves. The size and type of the adapter will depend on your specific model and the fitting requirements.
What size hole is required for the faucet installation?
Check the Specification Sheet or measure the product to determine the hole configuration. The Technical Specification sheet will detail the recommended hole size and spacing needed for proper installation. To ensure accuracy, your countertop or tub fabricator may prefer to measure the faucet directly themselves.
Can I fix reversed hot and cold water pipes by switching the valve core?
Unfortunately, you cannot resolve this by switching the valve core because it is fixed in place. You may need to adjust the plumbing connections instead.
Will installing the shower system outdoors affect its performance in extreme hot or cold weather?
Yes, extreme temperatures can slightly impact the lifespan and performance of the shower system. It's advisable to take protective measures.
What might cause the LED display to fail in lighting up?
The LED display might not light up because the wires are improperly connected, there is insufficient water pressure, or the connection wire is damaged.
How can I resolve the issue if the wires are improperly connected?
To resolve the issue of improperly connected wires, you should follow the instructions to correctly reconnect the display's wires.
Why might the hot water not reach the desired temperature?
The hot water may not reach the desired temperature due to a malfunctioning valve core. Please contact our warranty team at support@cranachhome.com for more information.
How do I fix blocked nozzles or holes in the shower head?
You can fix blocked nozzles or holes by removing the water-saving disc from the overhead shower and manually squeezing the rubber nozzles or using a needle to clear out any blockages.
What steps should I take for uneven water flow or low pressure from the body jet?
For uneven water flow or low pressure from the body jet, you should ensure the body jet is properly positioned close to the main body and confirm that the water supply pipe feeds water from above.
How do I proceed when no water flows from either the cold or hot side?
When no water flows from either the cold or hot side, you should verify that the hot water pipe is positioned on the left and the cold water pipe on the right, ensure the shower system functions within a water pressure range of 45-80 PSI (with a water flow rate of 2.5 GPM at 0.3 Mpa), and turn the check valve counterclockwise using a screwdriver until it stops.
Do you provide samples for finishes?
Certainly! We offer a finish sample booklet designed to help you match our faucet finishes to your design needs. To purchase, click the link provided. [finish sample]
Order
How do I track my order?
To track your order, sign in to your CRANACH account and visit the "Orders" page. Here, you'll see your order status once it's been prepared and sent out. You'll also receive automatic email notifications from us with updates. If you cannot locate your tracking details or need further help, don't hesitate to get in touch with us at support@cranachhome.com.
How long does it take to process and ship my order?
Typically, processing of orders takes place within 24 hours (Monday through Friday). This means that once we receive your order, it will be processed within the next 24 hours to ensure that your items are dispatched as quickly as possible. During the processing period, we carefully verify all order details for accuracy, prepare the items, and package them for shipment.
2-3 Day Express Service:
Once the order processing is complete, deliveries usually arrive within 2 to 4 business days. This service is designed for customers who require faster delivery times. By partnering with top-tier logistics companies, we ensure quick and reliable shipping. Additionally, we offer tracking options so you can monitor the status of your order at any time. From placing the order, to processing, shipping, and final delivery, we strive to provide a seamless and efficient shopping experience. Please note that delivery times may vary based on specific geographic locations or special circumstances, but we endeavour to minimize any potential delays.
2-3 Day Express Service:
Once the order processing is complete, deliveries usually arrive within 2 to 4 business days. This service is designed for customers who require faster delivery times. By partnering with top-tier logistics companies, we ensure quick and reliable shipping. Additionally, we offer tracking options so you can monitor the status of your order at any time. From placing the order, to processing, shipping, and final delivery, we strive to provide a seamless and efficient shopping experience. Please note that delivery times may vary based on specific geographic locations or special circumstances, but we endeavour to minimize any potential delays.
How can I cancel my order if I would like to?
If you placed an order directly through CRANACH, please email us at support@cranachhome.com to initiate the cancellation process. For purchases made through one of our authorized sellers, kindly reach out to the place where you originally bought the item to request a cancellation.
Which payment methods are available at CRANACH?
CRANACH welcomes payments through MasterCard, Visa, American Express, and Discover credit cards. We also accept transactions via PayPal.
Is it possible to order from Canada with your products?
Yes, Canadian orders are welcomed on our site. Just choose Canada from the country dropdown menu when you're checking out.
Can I alter my order after it's been placed?
Generally, once your order has entered the processing phase, revisions are not allowed. Nonetheless, you can get in touch with us to check the progress of your order and receive specific instructions on how adjustments may be made. For online orders, email support@cranachhome.com.
Information about our shipping costs
Standard Shipping Rates:
For orders over $99, we offer complimentary shipping. Standard shipping costs are determined at checkout and might differ based on current rates. Any additional charges will be clearly displayed in your shopping cart during the order process.
Freight Delivery for Large Items:
If you’re purchasing large or bulky items, extra shipping fees may occur. You will be informed of any additional charges before finalizing your order, giving you the option to modify or cancel if necessary.
Shipping Carriers and Address Requirements:
We utilize UPS/ FedEx/ DHL; however, they do not deliver to P.O. Boxes—ensure a physical address is provided. Credit card verification is required prior to shipping, which could occasionally cause delivery delays.
Responsibility for the package passes to you once it is with the carrier. For any shipment damages, promptly contact the shipping company.
For orders over $99, we offer complimentary shipping. Standard shipping costs are determined at checkout and might differ based on current rates. Any additional charges will be clearly displayed in your shopping cart during the order process.
Freight Delivery for Large Items:
If you’re purchasing large or bulky items, extra shipping fees may occur. You will be informed of any additional charges before finalizing your order, giving you the option to modify or cancel if necessary.
Shipping Carriers and Address Requirements:
We utilize UPS/ FedEx/ DHL; however, they do not deliver to P.O. Boxes—ensure a physical address is provided. Credit card verification is required prior to shipping, which could occasionally cause delivery delays.
Responsibility for the package passes to you once it is with the carrier. For any shipment damages, promptly contact the shipping company.
Can I initiate a return for purchases made through Amazon/Homedepot/Wayfair/thrid-party seller?
Return Process for Non-Direct Purchases
Regrettably, if you purchased a CRANACH product through a retailer like Amazon, Homedepot, Wayfair, or the third-party seller, you'll need to reach out to them directly to handle the return.
We cannot process returns or exchanges for items not bought directly from CRANACH. For further details on our policy, please see the link provided: CRANACH Products Return Policy. Learn More
We cannot process returns or exchanges for items not bought directly from CRANACH. For further details on our policy, please see the link provided: CRANACH Products Return Policy. Learn More
How does the return process work?
To qualify for a return, items must be completely new and unused, remaining uninstalled, and in brand-new, salable condition. Please contact us at support@cranachhome.com to activate the return process. Before returning any product, you must obtain an RMA (Return Merchandise Authorization) number from our online department. Merchandise returned without this RMA number will not be processed. The customer is accountable for the shipping return fees to our warehouse unless the return is due to a product quality issue, in which case please contact us, and you will not be responsible for the return shipping costs. Items bought more than 30 days ago are not eligible for return or exchange. However, we offer replacement parts for faulty units. For further information, please consult our detailed returns page. Learn More
How long does it take to process a refund?
Refunds will be processed to the original payment method used during purchase. Typically, once we receive your returned items, it takes about 5-7 business days to issue the refund. Please note that refunds or exchanges cannot be initiated until we have received the returned goods.
For any inquiries or updates regarding your return status, you can reach out to our returns team via email at support@cranachhome.com with proof of delivery.
To learn more about our return policies, please visit our return policy page.
What should I do if there is a problem with the parts?
We will replace the parts for you free of charge. Please attach a screenshot of your order and relevant photos to our email support@cranachhome.com We will reply to you within 1-3 working days.
Do I need to return defective parts to received new warranty part?
Most of the time, our warranty team will not require the defective item to be returned.
However, we strongly recommend to hold on to the defective item/part until you receive the replacement.
Please contact our warranty team at support@cranachhome.com for more information.
Please contact our warranty team at support@cranachhome.com for more information.
What about missing parts?
CRANACH does offer a 30-day open box policy for all of our faucets.
To start the claim for your missing part, please feel free to contact at support@cranachhome.com.com with the required information.
To start the claim for your missing part, please feel free to contact at support@cranachhome.com.com with the required information.
My faucet is leaking internally; where can I obtain replacement part?
CRANACH provides a 5-year limited warranty to its original purchaser.
If you are having issues with the faucet, please feel free to contact our warranty department for replacement parts.
To initiate a warranty claim, please feel free to contact our warranty department at support@cranachhome.com with the required information.
If you are having issues with the faucet, please feel free to contact our warranty department for replacement parts.
To initiate a warranty claim, please feel free to contact our warranty department at support@cranachhome.com with the required information.
Replacement Parts - Where can I purchase replacement parts for my CRANACH item?
Replacement parts can be purchased on CRANACH 'BUY REPLACEMENT PARTS'
web page or through original seller, and you may also contact our customer service at support@cranachhome.com
web page or through original seller, and you may also contact our customer service at support@cranachhome.com
Damaged/ Defective Item - If the CRANACH item I purchased arrives broken, who should I contact?
Please contact your original place of purchase so they can take the appropriate measures in replacing your item.
Warranty
Do I need to return defective parts to received new warranty part?
Most of the time, our warranty team will not require the defective item to be returned.
However, we strongly recommend to hold on to the defective item/part until you receive the replacement.
Please contact our warranty team at support@cranachhome.com for more information.
However, we strongly recommend to hold on to the defective item/part until you receive the replacement.
Please contact our warranty team at support@cranachhome.com for more information.
Warranty Handling - How long is the approval time?
At CRANACH, we have skilled agents assisting and supporting customers filtered by the department of the relative issue.
Typically, once we have all the warranty requirements, we will be able to offer a solution to correct the issue. (You can find all the warranty details here
The process usually takes 2-4 business days.
Typically, once we have all the warranty requirements, we will be able to offer a solution to correct the issue. (You can find all the warranty details here
The process usually takes 2-4 business days.
Warranty (Faucets) - What is the warranty for CRANACH faucets?
CRANACH provides a 10-year limited warranty to its original purchaser.
CRANACH Warranty Information
At CRANACH, we value every single homeowner who chooses to use our product. All parts and finishes of the CRANACH faucet are warranted to the original consumer to be free from defects in material and workmanship as long as the original consumer owns it. CRANACH recommends having a professional plumber for all installation and repair. Please read carefully as this concerns your rights and obligations as once you purchased and used our products, it is assumed that you have read, understood, and agreed with the terms set as following. CRANACH will replace “free of charge”, during the warranty period, any part that proves defective in material and/or workmanship under normal installation and use.
CRANACH Warranty Information
At CRANACH, we value every single homeowner who chooses to use our product. All parts and finishes of the CRANACH faucet are warranted to the original consumer to be free from defects in material and workmanship as long as the original consumer owns it. CRANACH recommends having a professional plumber for all installation and repair. Please read carefully as this concerns your rights and obligations as once you purchased and used our products, it is assumed that you have read, understood, and agreed with the terms set as following. CRANACH will replace “free of charge”, during the warranty period, any part that proves defective in material and/or workmanship under normal installation and use.
Warranty Handling - Request Missing Parts?
CRANACH does offer a 30-day open box policy for all of our faucets.
To start the claim for your missing part, please feel free to contact our warranty department at support@cranachhome.com.com with the required information.
To start the claim for your missing part, please feel free to contact our warranty department at support@cranachhome.com.com with the required information.
Warranty Handling - How to file a warranty claim?
CRANACH provides a 10-year limited warranty to its original purchaser.
To initiate a warranty claim, please feel free to contact our warranty department at support@cranachhome.com with the required information.
To initiate a warranty claim, please feel free to contact our warranty department at support@cranachhome.com with the required information.
Returns
Return Policy - I purchased the item from a thrid-party seller, can I set up the return with CRANACH?
Unfortunately, you must contact your original place of purchase to set up the return.
We are unable to assist the return or exchange request if the purchase wasn't made directly with us.
Please refer to the following link for detailed information on our return policy:
CRANACH Products Return Policy
We are unable to assist the return or exchange request if the purchase wasn't made directly with us.
Please refer to the following link for detailed information on our return policy:
CRANACH Products Return Policy
Amazon return - If I placed my order on Amazon, how do I setup a return?
If the order is placed on Amazon directly, we, unfortunately, will not be able to assist you with the return.
You may submit a return request with Amazon.
Please visit Amazon's help portal for additional information regarding the return process.
You may submit a return request with Amazon.
Please visit Amazon's help portal for additional information regarding the return process.
Instructions - How to return an item?
- Initiate a Return Request:
To begin the return process, please email us at support@cranachhome.com with your order number and the reason for the return. Include any relevant photos if applicable.
- Await Authorization:
Our team will review your request and respond within 2 business days with instructions on how to proceed. Please do not send your item back until you receive our authorization.
To begin the return process, please email us at support@cranachhome.com with your order number and the reason for the return. Include any relevant photos if applicable.
- Await Authorization:
Our team will review your request and respond within 2 business days with instructions on how to proceed. Please do not send your item back until you receive our authorization.
Refund Process - How long does the refund take?
Refunds will be credited back to its original payment method.
Refunds generally will be issued within 1-7 business days after receipt of the returned products. No refunds or exchanges will be processed before receiving your returned products.
Refunds generally will be issued within 1-7 business days after receipt of the returned products. No refunds or exchanges will be processed before receiving your returned products.
How to register for a CRANACH Pro account
To establish a professional account with us, you should be engaged in one of these professions: interior designer, decorator, property flipper, remodeler, contractor, or builder, and you must have a “Tax ID Certificate” from your state. Our CRANACH Pro account provides attractive benefits such as exclusive discounts, complimentary shipping, and an extensive range of products to choose from. Once registered and approved, CRANACH Pro members are eligible to receive a sample swatch at no charge.