Pillar Guide 05
Warranty &
Returns
Luxury fixtures are an investment. Protecting that investment starts at delivery and extends through installation, use, and long-term maintenance. This guide covers what you need to know about warranties, returns, and damage prevention.
Delivery Inspection: The 10-Minute Check
The moment fixtures arrive on site is the most critical point in the warranty process. Damage reported within 48 hours of delivery is covered. Damage discovered weeks later is often denied.
Inspection Checklist
- ✓Photograph all boxes before opening — document any visible shipping damage
- ✓Open every box and inspect the contents against the packing slip
- ✓Check porcelain fixtures (toilets, sinks) for chips, cracks, and glaze defects
- ✓Inspect metal finishes (faucets, trim, accessories) for scratches and discoloration
- ✓Verify model numbers match your order — wrong models are easier to exchange before installation
- ✓Count all components — missing parts delay installation and are harder to claim later
- ✓Report any issues to PGKB within 48 hours with photos
Jobsite Storage & Handling
More fixtures are damaged on the jobsite than in shipping. Construction sites are chaotic — dust, debris, foot traffic, and other trades working in tight spaces. Here is how to protect your investment:
Keep Fixtures in Boxes
Do not unbox fixtures until the installer is ready. Original packaging is the best protection. Store boxes upright, off the floor, in a clean dry area.
Protect Installed Fixtures
Once a fixture is installed, cover it. Use cardboard, moving blankets, or purpose-built protectors. A single scratch on a Dornbracht faucet voids the cosmetic warranty.
Control the Environment
Do not store fixtures in areas with active painting, sanding, or chemical work. Fumes and dust can damage finishes, especially unlacquered brass and matte black.
Limit Access
Designate one person responsible for fixture handling. The fewer people who touch the fixtures, the lower the risk of damage.
The RGA Process
RGA stands for Return Goods Authorization. It is the formal process for returning defective or damaged products to the manufacturer. Here is how it works:
1. Contact PGKB
Call or email us with the order number, model number, and photos of the issue. We handle the manufacturer communication for you.
2. We File the RGA
We submit the claim to the manufacturer with your documentation. Most RGAs are approved within 3 to 5 business days.
3. Return or Replace
Depending on the issue, the manufacturer will authorize a replacement shipment or request the defective item be returned. We coordinate both.
4. Resolution
Replacement fixtures are shipped directly to you or to our warehouse for inspection before forwarding. We verify the replacement is correct before it leaves.
When to Call PGKB vs. the Manufacturer
Call PGKB
- • Shipping damage or missing items
- • Wrong model or finish received
- • Defects discovered before installation
- • Need to initiate an RGA
- • Questions about warranty coverage
- • Need replacement parts or components
Call the Manufacturer
- • Technical installation questions
- • Product performance issues after installation
- • Smart toilet software or electronic issues
- • Warranty claims on installed products (we can help facilitate)
- • Maintenance and care questions
When in doubt, call us first. We will route you to the right place and advocate on your behalf if needed.
Warranty Coverage
Warranty coverage varies by manufacturer and product category. Most brands offer different terms for finishes, mechanical components, electronic parts, and labor, and coverage may depend on proper installation and use. For the most accurate warranty details for your selected items, we will confirm the applicable manufacturer documentation and help you understand what is covered before you order.
Need help with a warranty claim?
Disclaimer
The information provided in the PGKB Learning Center is for educational and informational purposes only. While we strive for accuracy based on industry best practices and 20+ years of experience, this content should not be considered professional engineering, architectural, or legal advice. All projects must comply with local building codes, plumbing codes, electrical codes, and regulations set by your local authorities having jurisdiction. We strongly recommend consulting with licensed professionals — architects, engineers, plumbers, and electricians — before implementing any guidance from these guides.
Field Conditions & Measurements: All dimensions, measurements, rough-in specifications, and technical data referenced in these guides are provided as general industry guidelines only. Actual field conditions, existing construction, structural variables, and site-specific factors may differ significantly from published specifications.
Limitation of Liability: PGKB shall not be liable for any costs, damages, delays, or losses arising from the use of or reliance on this content. All information is provided for general reference only and does not constitute professional advice. Users are solely responsible for verifying all specifications, measurements, and conditions prior to purchase or installation.