Frequently asked questions

Certain products are supplied with certain accessories. Not all models are supplied with a fixing set as standard. You can find out exactly what is supplied with each product on the detail pages.

Minor damage or chipped glaze on the ceramic can be repaired with a repair pen. To order, please send an e-mail to: [email protected]

DirectFlush is a new generation of toilet. In contrast to conventional toilets, DirectFlush has an open and fully glazed water rim, which enables particularly quick and thorough cleaning. The flushing process has also been optimised with DirectFlush - the entire inner bowl is flushed right under the open water rim. This prevents impurities from building up. You can find more information about DirectFlush here.

No, you will find a corresponding note with the products in the price list or on our website.

According to DIN 1387 and 1388, floor-standing WCs must have a height of 390 mm +/- 10 mm. There is no standardised height for wall-hung WCs. However, this standard is also applied here. This results in a height of 400 mm measured from the floor to the top edge of the WC (without seat) as a recommendation and standard dimension specified in the catalogue.

One reason for the formation of splash water is the size of the flushing channel. A surge of water is generated in it with every flush, which traps air and pulls it along with it. Due to the buoyancy, the air bubbles pull water particles upwards with them, triggering the splash effect. Another reason is the surface tension of the flushing water, which is influenced by the water hardness. Depending on the model type, the cistern industry offers flush restrictors that can be used to optimise the dynamics of the flushing process. However, slight splashing is unavoidable and does not constitute a defect due to the causes mentioned.

There are various cleaning options depending on the type of soiling. Limescale stains are best removed with commercially available limescale remover (household vinegar or diluted vinegar essence). The effect is improved if you use a soft, non-scratching sponge. Soap and grease residues can be easily removed with grease-dissolving household cleaners. For further care recommendations and instructions, please refer to our care instructions. 

Black marks on ceramic can be caused by metal abrasion from jewellery, for example. These marks can be removed with Etolit or Stahlfix. To do this, apply the cleaning agent to a dry cloth and rub the dry, soiled area. However, these cleaning agents can damage the ceramic surface if used repeatedly. Therefore, only ever treat the actual soiling, do not clean the entire basin with it.

This hole is a pouring hole, if it drips out, please complain about the toilet via your contract partner.

No, the colour of a Villeroy & Boch ceramic toilet or washbasin is determined by the glaze. The glaze is applied before the product is fired in the kiln.

Standard all-purpose cleaners and a kitchen sponge with a soft, non-scratching surface or microfibre cloths are best suited for the regular care of CeramicPlus. You should avoid using abrasive powder cleaners, as their use can reduce the beading effect over time.
 

CeramicPlus is resistant to all commercially available cleaning agents. This also applies to products containing acids, solvents and surfactants. The only exceptions are scouring powders and prolonged contact with alkaline products (pipe cleaners, mould removers).
 

CeramicPlus is resistant to solvents (alcohols, acetone) and chemicals that are typical components of cosmetic products.

CeramicPlus is resistant to disinfectants. The manufacturer's instructions for these products must be observed. Exceptions are products with PH 12 and products containing chlorine, which could impair the effect of prolonged contact with the CeramicPlus surface.

The toilet seat must be SupraFix-compatible. You can find the right seat for every toilet in the Villeroy & Boch price list or on our website. We generally recommend the matching toilet seat from the Villeroy & Boch range for all toilets, as this always offers an optimum fit. 

Yes, we recommend the Villeroy & Boch sound insulation set 9222 87 00 for installation with SupraFix 3.0. This sound insulation mat is made of particularly high-quality material with high resilience. It also has a practical SupraFix pre-perforation so that no time-consuming cutting out is necessary. Alternatively, our equalising serrated tape 9209 25 00 can also be used.

The three ViBoxes differ in the type of tap with which they are to be combined: - There is a ViBox for combination with a single-lever mixer for washbasins. - There is a ViBox for combination with a single-lever bath/shower mixer. - There is a third ViBox model for combination with a bath/shower thermostat. The choice of a specific ViBox therefore depends on the choice of tap type. Please also always check which Villeroy & Boch mixer taps are compatible with which ViBox.

The cartridges of most taps can be removed using standard tools (Allen key to remove the handle, parrot pliers to unscrew the fastening ring). For some basin mixers from the Dawn and Loop & Friends ranges, you will also need a special socket spanner 21, 25 or 32, as the cartridge is built deeper into the mixer. You can obtain a set of these three spanners from your local dealer if required. Article number : TVR00000100000

Villeroy & Boch supplies a compatible aerator spanner as standard with every mixer tap that is fitted with an aerator. If the aerator needs to be cleaned, you can simply unscrew the part using this spanner. The best way to clean the aerator itself is to place it in a solution of lukewarm water and a mild detergent. Then rinse the aerator clean and reinsert it using the aerator spanner. A new aerator or aerator spanner can be reordered from a retailer. We supply a new aerator spanner with every aerator as standard.

We recommend a minimum/maximum water temperature of 10°C to 60°C in the supply line to the tap. Colder or hotter water can impair the function of the tap or damage parts.

To ensure that your tap functions perfectly, we recommend a water pressure of between 1 bar and 5 bar. 

Good water quality and proper maintenance ensure the longevity of your thermostatic mixer tap. We also recommend that you regularly set the temperature control of your thermostatic tap from minimum to maximum (the tap itself does not need to be open). In this way, you prevent the cartridge from getting stuck in a certain position if the temperature is rarely changed.  

It is completely normal for water to drip from the hand shower or rain shower after a short time. This is residual water that is still in the pipe, hose or shower head and causes the dripping due to a difference in pressure. As soon as the residual water is gone, the dripping stops. However, if the hand shower or rain shower continues to drip, you should make sure that the diverter valve is properly closed. If this is the case and the hand shower or rain shower continues to drip, the diverter cartridge should be cleaned or replaced.

1. the ViClean can be controlled with the supplied remote control or with the ViClean app on your smartphone. If you have used the appliance with the ViClean app, make sure that the Bluetooth connection between the appliance and your smartphone is disconnected again. This is because you cannot use the remote control while the appliance is connected to the Viclean app on your smartphone. 2. replace your remote control batteries with 2 new batteries. 3. the connection between the remote control and the ViClean is broken. Please connect both using the description in your instructions. 4. if 1-3 does not provide a solution, please contact our customer service.  

As with all household appliances that use tap water (washing machine, coffee machine, etc.), good water quality promotes the operation and longevity of your appliance. If you have hard water (calcareous: from 14° dH), we strongly recommend a water softener. If your water contains a lot of sand or other mineral deposits, we recommend a fine filter. 

Yes, this is normal. When the ViClean is started, the programmes start. The nozzle rinses itself lightly with water (test + self-cleaning). This self-cleaning also takes place before and after each use.  

Unfortunately, we do not provide a list of error codes and their meaning. The types of error codes are varied and can easily be misinterpreted. If an error code is shown on your display, please contact our customer service department

No. Unfortunately, this is not possible for technical reasons.

Material and material properties: - Seat and lid: Duroplast - Housing (visible parts): ABS - Shower nozzle: Aluminium tube with replaceable plastic nozzle (ABS) - Ceramic: with dirt-repellent CeramicPlus surface

Yes, both ViClean models feature the innovative Soft Closing technology, which ensures that the lid and seat close gently and silently.

With a conventional toilet seat, the load is absorbed by the hinges resting on the ceramic. With ViClean, the hinges are located at a higher point inside the plastic housing. If the lid is subjected to frequent loads, this can impair the service life of the hinges. It is therefore not recommended to sit on the lid of the ViClean.

All information on the ViClean functions can be found on the collection and product detail page

ViClean has several safety features that prevent the seat from overheating. 

No. In Europe, there are extensive regulations governing use of water and electricity in devices. ViClean naturally meets all legal requirements.

Yes, the ViClean can still be used as a toilet as it continues to flush. Only the shower and comfort functions of the shower toilet are not available in the event of a power failure.

Electricity consumption is highly dependent on the number of people in the household and their usage habits. In general, it can be said that consumption is on a par with standard modern household appliances. The seat heating (ViClean-I 200 only) as a comfort function is the main contributor to this.

No, this is not necessary. ViClean is very energy-efficient thanks to an intelligent energy-management system.

When using a shower toilet, there is no need to use toilet paper for cleaning. Toilet paper can be used for drying, depending on personal requirements. The model with a warm air dryer (ViClean-I 200) can be used for drying.

The maximum water consumption of ViClean is 500ml/min. per cleaning process. As with any conventional toilet, you also need flushing water to flush the toilet.

You can find more information here.

In principle, ViClean-I100/I200 can be combined with any standard installation element. However, our ViConnect elements, which we offer specifically for ViClean-I100/200, have certain devices (corresponding outlet on the cistern with empty pipe, openings in the metal frame of the installation element for power and water connection) that make installation considerably easier. For all other ViConnect elements and for products from other manufacturers, it is the responsibility of the installer to ensure an appropriate water and electricity supply. The connection points specified in our technical drawings are decisive for this. Standard Geberit elements such as Duofix are an exception. For these, corresponding openings are already incorporated in our fixing rail for the WC, which correspond to the Geberit connection dimensions. Please note, however, that the water connection set supplied with the ViClean-I100/200 should always be used.

Anyone can use ViClean. The use of ViClean should be explained to children before use. Personal preferences such as water temperature and shower nozzle position can be conveniently saved in user profiles via the app.

ViClean is available in the colours White Alpine and Pure Black. Villeroy & Boch's CeramicPlus surface finish makes the toilet easier to clean.

Watch the following video to see how you can easily remove your toilet seat thanks to QuickRelease:
https://www.youtube.com/watch?v=qxU-DfBVbkM

The surface of the toilet seat is closed and non-porous, which helps to ensure optimum hygiene. Therefore, please do not use any abrasive, chlorinated or acidic cleaning agents, as these can damage the surface and cause yellowish discolouration and rust film. Only use a mild, PH-neutral soap solution for cleaning. If toilet cleaner and/or other aggressive cleaning agents come into contact with the toilet seat and/or the hinges, please be sure to rinse with clear water, otherwise this can lead to discolouration of the toilet seat (yellow, blue, etc.) or rust film on the hinges. After cleaning, please wipe any remaining moisture on the seat and hinges dry with a soft cloth. When cleaning, please ensure that the toilet seat and lid are open until the cleaning agent in the toilet bowl has been completely rinsed away. We also recommend leaving the lid and seat of your toilet open while the cleaning product is soaking in the toilet. 

The installation spanner is included with the toilet seat. It is also included in our hinge set for the toilet seat. The toilet seat hinges can also be tightened using a standard open-end spanner.
 

In order to determine the right toilet seat for your toilet, you are welcome to send us informative pictures of the hinges, the top view with the lid closed and a picture of the side view so that we can determine your series and the seat. Supplement: If you still have your original Villeroy & Boch seat available, you can also check whether you can find a stamped number on the underside of the seat ring and the toilet seat cover, in the centre between the two hinge points. Many of the toilet seats in our range have an identification number at this point, which can help us to identify the toilet seat. Please send your enquiry to [email protected] 

The hinges of our toilet seats are made of high-quality stainless steel. Urine or the use of abrasive cleaning agents containing chlorine or acid will attack the surface of the material to such an extent that the hinges can oxidise. Flash rust forms, which can usually be removed by polishing.

To avoid cleaning errors, please follow the instructions in the cleaning instructions supplied.
You can also find care instructions on the product pages of our toilet seats 

No, this has nothing to do with the shower tray or the drain cover. This is a ventilation problem in the drain system. There is air in the drain pipe. The air delays the flow of water. By removing the cover, the air can flow freely again. This can be solved by having your plumber install an aerator/deaerator at the correct points in the system.

Yes, depending on the depth of the scratch, it can be repaired. Suitable repair kits can be requested from specialist dealers. 

You can find spare parts and accessories at your local authorised Villeroy & Boch dealer. You can find a dealer near you here.

The bath should be rinsed with water after every bath. A mild, non-abrasive cleaning agent should be used for thorough cleaning.

Quaryl consists largely of a natural, mineral material. Villeroy & Boch mixes the fine quartz dust with liquid acrylic and some high-quality additives in a special way to achieve a uniformly homogeneous material that is ideal for the design and use of bathtubs and shower trays.

The suitable drain is a Viega Tempoplex 90 mm, for which the trade offers a strainer insert. Please contact your retailer for more information 

The matching drain is a Viega Tempoplex 90 mm, for which the trade offers a Viega drain set with vertical drain. Please contact your retailer for more information. 

When installing the drain cover + accessories, the correct sequence must be observed so that it is firmly secured.

When installing the push button of the overflow, ensure that it is installed flush. If the installation is not carried out as shown, the tray drain cannot be opened using the push plate.

In the case of limescale deposits, a cloth can be soaked in diluted vinegar water (table vinegar) and placed on the stain for a short time to dissolve the limescale. Then wipe the area with lukewarm water and wipe dry. Caution! Do not rub, otherwise gloss marks may appear on (matt) painted surfaces.

We recommend wiping a mirror with a damp cloth and lukewarm water. Please always wipe dry - including the edges. Persistent moisture can lead to damage.

Unfortunately, we no longer offer touch-up pens for painted surfaces. We are generally unable to offer touch-up material for other surface materials.

We recommend hiring an electrician, as we do not offer conversion kits, i.e. the lighting must be replaced all round.

This depends on the product. To find out whether the LED is replaceable, please refer to the product-specific data sheet (see technical data sheet)

Yes, in principle the lighting can also be switched by room switching. However, it should be noted that the LED driver must first convert the (new) incoming current signal so that there is a delay of 3-4 seconds until the light actually lights up. The type of LED driver also defines whether brightness and light colour (memory) or only the light colour (auto-on) are saved. Attention: The connection of Smarthome-enabled products to the bridge/hub/gateway is also disconnected and any sockets are also de-energised when the room switch is switched off.

No, when the room switch is switched off, the entire piece of furniture (lighting, sockets) is de-energised.

The lighting can be switched on and off via KNX, but cannot be adjusted (light colour/light brightness).

An LED Driver with memory saves the status (ON/OFF), light colour and brightness, whereas an LED Driver with auto-on only saves the light colour. This means that an LED Driver with auto-on will switch on automatically when a current pulse is received and at 100% brightness, but the light colour remains preset. 

With the newer LED drivers (Subway 3.0, More to See Lite, My View Now) it is possible to change the function from Memory to Auto-On by pressing the sensor for at least 1 minute.

Our furniture is adjusted at the factory so that the base unit only needs to be attached to the angled wall under optimum conditions. Before adjusting the pull-outs, the carcase of the base unit should first be set at an angle. In most cases, fine adjustment of the pull-outs is then unnecessary - if not, the pull-outs can be fine-adjusted to the left/right of the pull-out. Further details can be found in the assembly instructions for the respective furniture/the respective furniture series

Please first check whether the pull-outs can be loaded, i.e. whether there is still air behind the pull-out. The depth is adjusted using the orange-coloured wheels. The optimum setting: turn the orange-coloured wheels fully "into the furniture", then turn them 2 turns towards the front.

Please first check whether the synchronising rod is correctly screwed in under the pull-out. To do this, first remove the pull-out and then turn the synchroniser bar until you hear a "click".

We recommend fully extending and retracting the runner several times so that the lubricant is redistributed and the runners run more smoothly.

We offer smart home solutions for My View Now (mirror cabinets), More to See Lite (illuminated mirrors), Subway 3.0 (illuminated mirrors and base units) and Collaro (base units in the current B0 version)

We use the Zigbee Home Automation Standard 3.0 wireless standard

Please refer to the product-specific data sheet (see technical data sheet) to find out whether a Zigbee retrofit kit is available for the base unit/mirror. It is not possible to retrofit or remove the Zigbee module for mirror cabinets. 

To do this, switch on the lighting once and start the search in the app. Now switch the lighting off and on again 5 times, after which the lighting will pulsate after a few seconds. 

No, we do not currently offer customised products.

We only use VDE-tested electrical components. The special safety regulations for the bathroom are adhered to and strictly monitored.

If the respective Zigbee retrofit kit has been retrofitted to the Subway 3.0/ More to See Lite light mirrors/base units, but also to the Smarthome-capable My View Now, the sensors are only switched ON/OFF. The light settings must be made via the Zigbee interface (app/voice control).

We recommend the purchase of a so-called Emotion Control (G9990200). The settings (light colour, brightness) and the creation of light groups can only be made using the Emotion Control. 

An LED Driver with Auto-On switches on again automatically in the event of a power pulse, i.e. after a power failure or in the event of mains fluctuations, the lighting may switch on again.

Condensation is caused by the condensation of moist air on cold surfaces. Sufficient ventilation of the bathroom can prevent the formation of condensation. Maintain a constant room temperature and ventilate in dry weather.