| No proof of purchase |
Submit claim with “estimated purchase date.” |
Attach invoice/receipt/order confirmation. |
Include order number, invoice, or receipt; if project-scale, include ship-to location and quantity affected. |
| Missing SKU/model |
Send photos only and expect identification. |
Provide SKU/model + finish + quantity. |
List exact SKU/model and finish; include any product label photo if available. |
| Unclear failure mode |
Write “defective” with no symptoms. |
Define the symptom using standard terms. |
State: leak location / no activation / continuous run / low flow / flicker / temperature drift; include when it occurs. |
| No install context |
Skip environment and install type. |
Provide deck/wall, lighting, water conditions, usage. |
Add: install type, counter/basin material, lighting (LED/daylight), water hardness notes (if known), traffic level. |
| No evidence |
Request replacement without photos/video. |
Attach targeted visuals and short clip. |
Include clear photos of connection points and symptom; add 10–20 sec video showing failure behavior. |
| Skipped basic checks |
Claim failure before checking screens/filters. |
Perform non-invasive checks first. |
Confirm supply stops open; clean aerator/screens; verify power status (if applicable); then document results. |
| Damage during install |
Over-tighten or cross-thread then file claim. |
Document installation method and protect finishes. |
Verify threads and sealing approach; use finish-protect methods; if damage occurred, document what happened accurately. |
| Slow routing |
Send warranty requests through general support. |
Use correct service channel and include all data. |
Submit via Product Warranty workflow; for technical triage, include the same dataset through Contact if requested. |
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