have more questions? contact us.
Where can I find technical drawings / specification / fitting instructions for my product?
Please browse our website to find your desired product, or use the search bar which will lead you to the individual product page. You should find all of the information you require in the downloads section.
My tap is dripping, what can I do?
Remove the cartridge from the tap and rinse under a warm tap to flush out debris.
Please watch the relevant 'How To Video' for a detailed explanation of how to remove and clean the cartridge in your tap.
My temperature handle is getting stiff and I am unable to blend the water from my thermostatic valve?
Your Thermostatic Cartridge needs to be maintained and re-calibrated.
Please watch the relevant 'How To Video' for a detailed explanation of how to maintain and re-calibrate your VADO thermostatic shower valve.
Do I have to maintain my shower valve and how?
Maintenance every 6 to 12 months is recommended depending on the hardness of the water in your area. Maintenance needs to include filter cleaning and de-scaling. re-calibrate. Please watch the relevant 'How To Video' for a detailed explanation of how to care for your VADO shower valve.
How long is my VADO product guaranteed for?
All VADO products come with a 2 year guarantee as standard. Within this guarantee period VADO will provide replacement parts and any labour [SEE NOTE 1, GUARANTEE CONDITIONS] needed to complete the product repair.
This standard guarantee may be extended by registering your product to give up to a 15 year guarantee period. Once registered:
- BOOTH & Co. chrome and nickel brassware products have a 15 year guarantee (2 years parts and labour plus 13 years parts only).
- VADO chromed brassware and stainless steel products have a 15 year guarantee (2 years parts and labour plus 13 years parts only).
- VADO powder and liquid coated brassware has a 10 year guarantee
- Brassware products from the Individual by VADO collection have a 15 year guarantee (2 years parts and labour plus 13 years parts only).
- Axces by VADO products have a 10 year guarantee (2 years parts and labour plus 8 years parts only). Axces by VADO electric showers have a 2 years parts and labour guarantee. Operational components such as, but not limited to; thermostatic cartridges, diverters, headworks and flow control, waste mechanisms, shower hoses, O-rings and seals are guaranteed for 2 years parts and labour plus 3 years on parts supply only.
- All other VADO products have a 3 year guarantee (2 years parts and labour plus 1 year parts only) [SEE NOTE 2, GUARANTEE CONDITIONS].
- All ceramic basins and toilets have a 25 year guarantee
- All mineral basins and worktops, furniture, towel warmers, flush plates, frames and cisterns have a 6 year guarantee
- All toilet seats have a 5 year guarantee
- All Mirror parts have a 6 year guarantee. All mirror electronics have a 5 year guarantee.
My shower is not getting hot, what can I do?
Please check the following:
- Filters; they may need cleaning*
- Thermostatic cartridge; it may need maintaining or re-calibrating*
- Hot water supply and pressure; it may be isolated or blocked further down the pipework
- Cold water pressure; it may not be balanced**
*Please watch the relevant 'How To Video' for a detailed explanation of how to care for your VADO shower valve.
**If the cold water pressure is too high you will need to either fit a pump on the hot supply or a pressure-reducing valve on the cold water supply. If you are doing the latter, please ensure the total pressure does not fall below the recommended minimum operating pressure for your product.
My shower is either really hot or cold and I cannot blend the water, what is wrong?
It is likely the hot and cold supplies into the shower valve are fitted the wrong way round. Hot should be on the left and cold on the right.
How do I clean the filters?
Please watch the relevant 'How To Video' for a detailed explanation of how to remove, clean and replace the filters on your VADO shower valve.
Water still drips out of my tap for a short while after being turned off, is this normal?
Residual water can drain out by capillary action when the tap is turned off and should only last a few seconds, although sometimes this can occur a little while after shut-off, as the temperature of the tap cools to ambient. This is completely normal.
Why is there very poor water flow from my tap or shower?
Please check the following:
- Is your water pressure equal to or higher than the minimum operating pressure of the tap or shower?
-
If there are filters, flow regulators or aerators fitted to your tap or shower then please ensure they are rinsed clean of any debris
Will my thermostatic valve allow me to have a cold shower?
This is dependent on the thermostatic shower valve model. Generally, there should be a good temperature range from 20oC to 48oC
How do I know if a products is suitable for my water pressure?
The minimum operating pressure for every VADO tap and shower is indicated on the individual PRODUCT PAGES of this website and in our catalogues. Low pressure (LP) is 0.1 to 0.9 bar, medium pressure (MP) is 1.0 to 1.9 bar and high pressure (HP) is plus 2.0 bar. Please check your water pressure from both hot and cold feeds prior to choosing your product.
Why will the diverter button on my shower mixer not stay out on its own?
To lock out the diverter, pull the diverter knob out and twist it clockwise. If this does not work then check there is sufficient water pressure to the shower mixer.
My shower valve is pulsing?
Please check the following:
- Check the non-return valves as they may need cleaning?*
-
Is the water pressure from both hot and cold water supplies properly balanced?**
HOW DO I RETURN A PARCEL?
For more information regarding our returns process and policies, visit our returns page.
Is there a delivery charge for my return?
£15 will be deducted from your final credit unless your item is faulty, damaged, or an error related to dispatch.
Can I return multiple parcels within one return?
When you submit your return, you will be prompted to input the information for the product(s) you are returning. Simply make sure that you have attached the label provided to all packages that you’re returning to VADO.
My VADO product was purchased at local retail showroom, how do I return my parcel?
If you purchased a VADO product via one of our independent retail partners, please contact them directly to arrange your return. If you need further assistance, please contact our Aftersales team at [email protected] or 01934 745163
*Contact VADO Aftersales who will explain how to check and clean the non-return valves
**If the cold water pressure is too high you will need to either fit a pump on the hot supply or a pressure-reducing valve on the cold water supply. If you are doing the latter, please ensure the total pressure does not fall below the recommended minimum operating pressure for your product.
The Furniture & Home Improvement Ombudsman (FHIO)
Who is the Furniture & Home Improvement Ombudsman (FHIO)?
The Furniture & Home Improvement Ombudsman is an independent, not-for-profit, government approved organisation. They offer an expert service to investigate unresolved complaints about businesses that participate in the Ombudsman scheme including the furniture and home improvement industries and support the industry to raise standards and improve services for customers.
FHIO are not consumer champions or industry representatives; their aim is to deliver an independent service to the highest of standards and in a fair and balanced way.
The service is free of charge for customers and end-users and VADO has agreed to be bound by any decision they make.
Why is VADO a registered member of the FHIO?
Buying from a registered member of The Furniture and Home Improvement Ombudsman helps to inspire confidence in our customers and end-users that we are following the FHIO’s Code of Practice.
We recognise that manufacturers play a key role in the supply chain. Whilst retailers will often deal with a dispute in the first instance, it’s not uncommon for those disputes to filter back through to the manufacturer.
Raising your dispute with the FHIO?
If you have received your final resolution from VADO or 12 weeks have passed since your initial complaint, you can raise your dispute with the FHIO.
The fastest and most efficient way of doing this is online, via the secure online portal here.
You can also ring FHIO’s Consumer and Member Services team on 0333 241 3209 to discuss alternative methods of raising your dispute and obtain further information about the service.
What can you expect from FHIO?
Your claim will be assessed on an impartial basis and the service is free of charge.
Your claim will be investigated by one of FHIO’s team members who collectively hold legal and professional qualifications in Alternative Dispute Resolution and the Ombudsman has been established nearly thirty years.
Independence and impartiality are at the heart of the scheme and the values to which the Ombudsman adheres are of utmost importance to everyone at FHIO and VADO.