Duravit Customer Care: A Practical, Professional Guide

Customer Care Channels and Official Contacts

The fastest and most reliable way to reach Duravit support is through the official website. Go to www.duravit.com, choose your country/region in the top-right selector, then navigate to Service → Contact. Country pages route you to the correct contact form, language, and local terms. Using the regional contact form ensures your inquiry lands with the right team (warranty, technical, or spare parts). Attach photos and documents where possible—high-quality images of the product and installation save days of back-and-forth.

Headquarters (not a walk-in service counter) are located at: Duravit AG, Werderstraße 36, 78132 Hornberg, Germany. Written correspondence is typically handled by the local subsidiary you purchase through, but the HQ address is helpful for formal letters. For day-to-day support, use your local Duravit contact form or your dealer/installer channel; response is generally quicker and aligned to local regulations, languages, and logistics. Keep communications on one thread and reference your case/ticket number for faster triage.

What to Prepare Before You Contact Duravit

Have the exact product identification ready. Duravit products carry an article number (often 7–8 digits) on labels or engravings: for ceramics, check the underside or rear; for close-coupled WC tanks, inside the cistern; for seats, under the lid; for furniture, inside drawers on a label; for tubs and shower trays, on the underside or installation documentation. Series names (e.g., Starck 3, Vero Air, DuraStyle, D-Neo, ME by Starck, Happy D.2, Luv, Cape Cod) help, but the article number is what customer care uses to confirm compatibility and parts.

Include proof of purchase (invoice/receipt with date and retailer), installation date, installer details, and a brief fault description. Report technical conditions that matter for diagnosis: measured water pressure (in bar), flush volume settings (e.g., 3/6 L dual flush), type of inlet valve, and water hardness (in °dH or ppm). If the issue started after a change (new fill valve, cleaning chemical, or filter installation), mention the date and product used.

• Clear photos: the whole product in situ and close-ups of the issue; inside cistern shots for WC problems; underside of seat hinges; level and bracket fixings for furniture/basins.
• Numbers: product article number; purchase date; water pressure (typical residential range 2.0–5.0 bar); flush volume setting (3/4.5/6 L where applicable); water hardness (°dH).
• Documents: invoice; installation manual page highlighting configuration; any installer notes; prior correspondence or case numbers.
• Environment: cleaning agents used (pH and brand), frequency (e.g., weekly), limescale conditions, proximity to aggressive chemicals (bleach tabs in cisterns are a frequent cause of seal damage).

Warranty, Returns, and Spare Parts

In the EU, consumer purchases are governed by a 2‑year legal warranty period from delivery; local law elsewhere may differ. Manufacturer guarantees can vary by product category and region; always check your country page on www.duravit.com for the exact guarantee terms in force at the time of purchase. Coverage typically applies to material and manufacturing defects, excluding damage from improper installation, chemical misuse (e.g., in-cistern chlorine tabs), frost, or impact.

Spare parts are handled efficiently via authorized dealers and plumbers, who can order original Duravit components using the article number of the main product or the exploded spare parts diagram. Your regional Duravit site provides access to spare parts catalogs and technical drawings; pro resources (CAD/BIM, installation PDFs) are available via the professional portal linked from the Service/Downloads area. Many legacy series remain supported with parts for years after discontinuation, but availability and lead time depend on region and the specific component. Keep packaging labels and part numbers when you receive spares; they simplify future orders and warranty validation.

Common Issues and Practical Fixes

Running or slow-filling WC: First, verify the flush volume and water pressure. Most Duravit dual-flush configurations are designed around 3/6 liters and function best at approximately 2.0–5.0 bar supply pressure. Scale on the fill valve or debris in the seal is the most frequent root cause; cleaning or replacing the valve insert usually restores performance. If you replaced the original valve with a generic model, confirm height and overflow alignment; mismatched valves can cause continuous trickle. Avoid chlorine tabs in the cistern—these often degrade seals within months.

Toilet seat issues (soft-close or wobble): Check that the hinges match the seat model; seats are series-specific and hinge geometries vary. Tighten from above or below per the installation sheet; if soft-close slows unevenly, a hinge cartridge swap is straightforward and more economical than a full seat replacement. Hairline crazing or glaze queries: many visible effects are surface deposits. Use pH‑neutral cleaners and avoid abrasive pads; HygieneGlaze and special finishes have specific care instructions on the product page. For performance queries, note that Duravit WCs are tested to EN 997 (typical 3/6 L dual-flush), but installation (offsets, bends, venting) can strongly affect evacuation—share a photo of the waste path with support.

• Running cistern: close water, remove fill valve cap, rinse seal, descale with a non‑aggressive agent; reassemble and set float so overflow clears at 6 L. If still running, replace the valve insert compatible with your cistern model.
• Weak flush: confirm dual-flush set to 6 L (full) and 3/4.5 L (reduced); check rim holes for scale; verify trap and branch fall (2% gradient recommended) and avoid double 90° bends near the pan.
• Soft-close seat: remove seat, clean posts, inspect bushings; replace hinge cartridges if the lid slams or stalls asymmetrically; torque to spec from the manual to avoid cracking ceramic.
• Surface care: wipe weekly with pH‑neutral cleaner; for limescale, use mild acid only on ceramic (not on seat/furniture), rinse thoroughly; never use scouring powders or steel wool.

Installation Support and Technical Documentation

Duravit provides installation instructions, drilling templates, and technical drawings (including 2D/3D and many BIM formats) through the Service/Downloads area linked from www.duravit.com and the professional portal. Before installing wall-hung WCs or furniture, match the technical sheet to your frame/rough‑in (bolt centers, drain height, supply location). For concealed cisterns, ensure compatibility between the actuator plate, frame, and valve set; mixing brands and generations without checking dimensions is a common cause of post-install issues.

Aftercare guidance is available per material category. Ceramics tolerate most household cleaners but perform best with pH‑neutral agents; acrylic bathtubs require non-abrasive products; furniture has finish-specific instructions (lacquer, veneer, melamine) regarding moisture exposure and cleaners. If you are unsure whether a cleaner is safe for a specific finish or a special coating like HygieneGlaze, consult the product page and care PDF for that exact article number before use.

Escalation and Service Quality Expectations

If you purchased through a dealer or installer, they are your first-line channel for warranty and service because they can validate installation conditions and order OEM parts quickly. When opening a ticket directly with Duravit, include your dealer/installer details to avoid duplication. For transit damage, notify the seller immediately and document within the time window stated on your invoice or delivery note—many carriers require prompt reporting with photos of packaging and labels.

Keep a record of your case number and all correspondence. If a claim involves multiple items (e.g., a suite installed in 2021 alongside a 2023 replacement seat), list each article number and date clearly. For cross-border projects, use the country page of installation, not purchase, since local plumbing codes, EN compliance (e.g., EN 997 for WC performance), and service networks differ. When privacy is a concern, note that contact forms on www.duravit.com are processed under the region’s data protection rules; avoid sending sensitive personal data beyond what’s necessary for product support.

Is Duravit a high-end brand?

Overall, Duravit stands for excellent quality and workmanship, which transform the bathroom into a stylish and functional overall concept through innovative processes and materials. Duravit places the highest value on precision and sustainability in the development and production of its products.

What is the warranty on Duravit?

Duravit warrants that its valves, electronic faucets, volume controls, shower faucets, and accessories are to be free from manufacturing defects in material and workmanship under normal use for five (5) years from the date of purchase, by or for the original consumer owner.

Is Duravit made in China?

Factory sites
There are production facilities at several locations in Germany and abroad: Hornberg, Schenkenzell and Meißen in Germany, and in Bischwiller (France), Cairo (Egypt), Chongqing (China), Bizerte (Tunisia) and Tarapur (India).

How do I contact Duravit?

Our team can be reached by telephone at 770-931-3575 during business hours Monday to Friday from 8:00am to 6:00pm EST.