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After sale service
Claims, Returns & After-Sales Service
Withdrawal • Returns • Warranty • ServiceHow to withdraw from a purchase, return goods, report a defect and reach the manufacturers’ service teams. The full legal terms are set out in our Terms and Conditions for Consumers.
Important note on shower toilets and bidet seats
Your statutory right of withdrawal also applies to shower toilets and bidet seats.
However, once the appliance has been installed, connected to the water supply and used, this generally constitutes handling beyond what is necessary to establish its nature, characteristics and functioning. This results in a loss in value and can give rise to an obligation to compensate for that loss in value.
Tip: to check whether a bidet seat fits, you can place it on your toilet bowl without connecting it to the water supply or to electricity.
1
Changed Your Mind? (Right of Withdrawal)
As a consumer, you can withdraw from your contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party named by you who is not the carrier, take physical possession of the goods. If your order is delivered in several parts, the period runs from the day on which you, or that third party, take physical possession of the last item, lot or piece.
Your refund
- We refund all payments received from you, including the delivery costs (except any extra cost if you chose a more expensive type of delivery than the least expensive standard delivery we offer).
- You bear the direct cost of returning the goods.
- You are only liable for any loss in value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.
Return costs for goods that cannot normally be returned by post (for example large or heavy items shipped on a pallet). The cost of returning such goods is estimated at a maximum of:
| Return from | Estimated maximum cost |
|---|---|
| Austria and Germany | €75.00 |
| Ireland | €100.00 |
| Other countries | €150.00 |
Returning the goods: please send the goods back complete, with all accessories, parts and manuals, and pack them well, ideally in the original packaging, so that they are not damaged in transit.
When the right of withdrawal does not apply:
- goods made to your specifications or clearly personalised;
- goods delivered sealed which are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery;
- goods which, after delivery, have by their nature become inseparably mixed with other items;
- services we have fully performed after you gave your express consent and acknowledged beforehand that you would lose your right of withdrawal once the contract had been fully performed.
Voluntary exchange within 45 days
Ordered the wrong model or size? For consumers, in addition to your statutory rights, we offer to exchange new and unused products within 45 days of the shipment date. “New and unused” means that the product has not been installed, connected to the water supply or electricity, used or altered, and can be resold as new. Please contact us first so that we can confirm the exchange and any price difference.
You pay the cost of sending the product back to us; we pay the shipping of the replacement to you. The product must be returned in its original packaging with all parts and accessories, unless we instruct you otherwise. If parts or the original packaging are missing, we may charge a restocking fee of 5% of the price of the returned product.
This voluntary exchange offer does not limit your statutory right of withdrawal or your statutory warranty rights. Within the withdrawal period you can always withdraw from the contract under section 1 instead; no restocking fee applies to a withdrawal.
2
Received a Faulty, Damaged or Incorrect Item?
We are sorry if this has happened. Please contact us at [email protected] with your order number, a short description and, where possible, photos. Please contact us before sending anything back so that we can arrange the return for you. This is a request, not a condition for your statutory rights.
- Transport damage: please check the packaging on delivery. If there is visible damage, note it on the carrier’s delivery receipt and tell us as soon as possible, with photos. This helps us to claim against the carrier. It does not affect your statutory rights.
- Faulty or incorrect goods: your statutory warranty rights apply (see section 5). You can choose between repair and replacement, unless the remedy you choose is impossible or would be disproportionate; in certain cases you may instead be entitled to a price reduction or to end the contract and receive a refund. Remedies under the statutory warranty are free of charge for you, including the cost of shipping the goods to us and back to you.
- Limescale: shower toilets and bidet seats are highly sensitive technical appliances. An increased concentration of dissolved solids in the water may make the use of an external water softener or a suitable limescale protection filter necessary. Damage attributable to limescale deposits resulting from unsuitable water quality or a lack of water treatment is, as a consequence of improper use, generally not a defect that was present when the goods were handed over (sections 7.3 and 7.4 of our Terms and Conditions).
- Hygiene: appliances sent in for service, repair or maintenance must be hygienically clean, for reasons of health and occupational safety. If they are not, we may, after informing you in advance, suspend processing until any necessary cleaning has been carried out. Where you are responsible for the soiling, reasonable cleaning costs notified to you in advance may be charged.
- Inspection: our acceptance of goods returned by you does not mean that we acknowledge a warranty claim. We examine the claim separately and inform you of the result within a reasonable period. If there is no defect covered by the statutory warranty or an applicable guarantee, we will inform you of the expected inspection, repair and return costs before carrying out any further chargeable work. Chargeable work is only carried out with your consent.
3. How to Withdraw and Return
1
Tell Us Within 14 Days
Send us a clear statement by email to [email protected] or by post to MARO GmbH, Klagenfurter Str. 34, 9170 Ferlach, Austria, or use our online withdrawal function at shower-toilet.eu/withdrawal. You can use the model withdrawal form, but it is not obligatory.
You do not need to give a reason; your order number helps us to find your order. It is sufficient to send your message before the 14 days have expired.
2
We Confirm
We confirm receipt of your withdrawal without undue delay and send you the return details.
3
Send the Goods Back
Send the goods back within 14 days of telling us that you are withdrawing, to our central return address (logistics centre):
Maro Warehouse
Skapinova ulica 23
1000 Ljubljana
Slovenia
We recommend a tracked and insured service. Please keep your proof of postage.
Collection on request: if you would like us to arrange collection of the goods, please ask us. We will tell you the cost before booking (the carrier’s actual cost, without any surcharge); if you accept, it is deducted from your refund. For goods that cannot normally be returned by post, the cost does not exceed the maximum amounts stated in section 1.
4
Refunds and Returns from Outside the EU
When will I get my refund?
We refund you without undue delay and at the latest within 14 days of the day on which we are informed of your withdrawal.
We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier. This does not apply if we have offered to collect the goods ourselves.
We use the same means of payment that you used for your order, unless expressly agreed otherwise. You will not be charged any fees for the refund.
Returns from outside the EU
Our return address is in the EU, so returns from outside the EU (for example from Switzerland, Norway or the United Kingdom) pass through customs.
To help avoid import charges, please declare the shipment as returned goods (for example by marking the parcel and the customs documents “RETURNED GOODS”) and include a copy of our invoice. We will send you any further details with the return instructions.
5
Warranty and After-Sales Service
5.1 Statutory warranty
Consumers: the statutory warranty under the Austrian Consumer Warranty Act (Verbrauchergewährleistungsgesetz – VGG) applies, wherever you live. The warranty period is two years from delivery. Mandatory consumer rights under the law of the country of your habitual residence remain unaffected. Remedies under the statutory warranty are free of charge for you, including the shipping costs to us and back to you.
You can always assert your statutory warranty rights against us as the seller, even if a manufacturer’s guarantee also applies. Please contact us at [email protected].
Business customers: the limitation period for warranty claims is one year from receipt of the goods. The goods must be inspected immediately upon delivery, and defects must be reported in writing within 14 days (defects not apparent on inspection: within 14 days of becoming known) (clauses 6.2 and 6.5 of our General Terms and Conditions for Business Customers).
5.2 Manufacturer guarantees
Some manufacturers give their own guarantee in addition to the statutory warranty. The scope, conditions, duration and any exclusions of such a guarantee are governed exclusively by the respective guarantee statement and guarantee conditions of the manufacturer. Claims under a guarantee must be made in accordance with the procedure set out in the guarantee statement, against the manufacturer or the service office it names. Your statutory warranty rights against us remain unaffected.
The summaries below are for guidance only. The manufacturer’s current conditions for your country apply.
5.3 Manufacturer service contacts
Contact details as published by the manufacturers (last checked: October 2026). Select a brand to show its contacts.
Geberit AquaClean
Guarantee extension: for AquaClean shower toilets, Geberit extends its manufacturer’s guarantee from two to three years if you register the appliance with Geberit within 90 days of installation. In the third year, Geberit supplies replacement parts free of charge for material or manufacturing defects, provided the appliance was installed and commissioned by a professional sanitary installer. The conditions differ from country to country (in some countries, for example, the period is 90 working days, or installation by an authorised Geberit service partner is required). Please use the registration page for your country and check the conditions there.
GROHE Sensia
Guarantee: GROHE gives a two-year manufacturer’s guarantee on Sensia shower toilets. For Sensia Arena, GROHE extends it by one year if you register the product in a GROHE account on the GROHE website of your country within three months of purchase. Whether other models also qualify depends on the country. GROHE’s guarantee conditions for your country apply. Example: GROHE product registration (United Kingdom).
| Country | Telephone | |
|---|---|---|
| Austria | +43 1 68060 | [email protected] |
| Belgium | +32 2 899 30 77 | – |
| Bulgaria | +359 2 971 99 59 | – |
| Croatia, Serbia, Slovenia (Grohe Adria d.o.o., Zagreb) | +385 1 29 11 470 | [email protected] |
| Czech Republic | +420 277 004 190 | – |
| Denmark | +45 44 65 68 00 | – |
| Estonia, Latvia, Lithuania | +372 661 6354 | [email protected] |
| Finland | – | [email protected] |
| France | +33 1 49 97 29 00 | – |
| Germany | +49 571 3989 333 | [email protected] |
| Hungary | +36 1 238 8045 | [email protected] |
| Iceland (BYKO, GROHE partner) | +354 515 4000 | – |
| Italy | 800 289025 (toll-free within Italy) | – |
| Netherlands | +31 88 003 0700 | – |
| Norway | +47 22 07 20 70 | [email protected] |
| Poland | +48 22 54 32 640 | – |
| Portugal | +351 234 529 620 | [email protected] |
| Romania | +40 21 212 50 50 | [email protected] |
| Slovakia | +420 277 004 190 | [email protected] |
| Spain | +34 93 336 88 50 | [email protected] |
| Sweden | +46 771 14 13 14 | [email protected] |
| Switzerland | +41 44 877 73 00 | [email protected] |
| Turkey | +90 216 441 23 70 | – |
| United Kingdom | +44 20 8283 2840 | [email protected] |
| All other countries | GROHE product service contacts worldwide | |
TOTO WASHLET
Guarantee: TOTO’s guarantee conditions are set out in the operating instructions of your WASHLET (currently two years from the date of purchase for consumers in the European Union and Switzerland). Please keep your invoice as proof of purchase.
| Office | Address | Contact |
|---|---|---|
| TOTO Europe GmbH – headquarters | Zollhof 2 40221 Düsseldorf, Germany |
+49 211 27308 200 [email protected] |
| Technical service | – | +49 211 27308 274 [email protected] |
| Munich branch | Türkenstraße 16 80333 München, Germany |
[email protected] |
| London showroom | 140–142 St John Street London EC1V 4UA, United Kingdom |
+44 20 7831 7544 [email protected] |
| Paris | 95 rue de Grenelle 75007 Paris, France |
+33 1 40 09 90 99 [email protected] Technical service: +33 1 40 09 42 42 |
Duravit SensoWash
Guarantees: Duravit gives a separate three-year Duravit SensoWash Warranty on the shower-toilet seat components of eligible SensoWash models if you register the product within 90 days. If you register a SensoWash Starck f or SensoWash D-Neo, the matching ceramic is also covered by the Duravit Lifetime Warranty. Duravit also gives a Lifetime Warranty on ceramics of selected series (registration within three months). These warranties are offered to consumers in the EU, the United Kingdom, Switzerland, Norway and Iceland. The start of the registration periods and all other conditions are set out in Duravit’s warranty terms.
| Office | Address | Contact |
|---|---|---|
| Duravit AG | Werderstraße 36 78132 Hornberg, Germany |
+49 7833 70-0 [email protected] |
| Technical advice | – | +49 7833 70403 [email protected] |
Villeroy & Boch ViClean
Guarantee: any guarantee conditions are set out in the operating instructions of your ViClean shower toilet.
| Office | Address | Contact |
|---|---|---|
| Bath & Wellness customer service | – | +49 6864 81 1500 |
| Villeroy & Boch AG | Saaruferstraße 66693 Mettlach, Germany |
+49 6864 81-0 [email protected] |
Maro d’Italia
Maro d’Italia is our own brand. For service, spare parts and claims, please contact us directly:
MARO GmbH
Klagenfurter Str. 34
9170 Ferlach, Austria
Email: [email protected]
Telephone: +43 677 61747675
6
Model Withdrawal Form
You may use this form to withdraw from the contract, but it is not obligatory.
(Complete and return this form only if you wish to withdraw from the contract.)
To:
MARO GmbH
Klagenfurter Str. 34
9170 Ferlach
Austria
Email: [email protected]
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.