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FREQUENTLY
ASKED QUESTIONS

Find quick answers to common questions

FAQ

Shower Faucets

Leak From Cartridge

Cause Remedy
Incorrect cartridge installationAlign cartridge bottom with main body, then reinstall it
Cartridge bonnet nut looseTighten bonnet nut. Click For Video
Cartridge damagedContact KES for replacement
Tips to Align cartridge bottom with main body
 

 

Leak From Connectors

Cause Remedy
Wrong size or damaged plumbing fittingsDouble check connectors or contact KES                                                                          Note: The size of plumbing fittings should be 1/2"-14 NPT
Insufficient Teflon tape/sealantWrap Teflon tape around the connector 5 times and apply sealant
Tips for Connector Installation
 
 

 

Leak From Shower Arm & Handshower Supply Elbow

Cause Remedy
DamagedContact KES with a photo/video for replacement  
Insufficient Teflon tape/sealantWrap Teflon tape around the connector 5 times and apply sealant  
Tips to Wrap Teflon tape and Apply sealant
 

 

 

Leak From Shower Hose

Cause Remedy
Miss filter gasket from the hose connectorUse spare filter gasket or Contact KES for replacement  
Filter gasket wornAs above
DamagedContact KES with photo for replacement   

Dripping after shut-off

Cause Remedy
Cartridge dirtyRemove and clean the cartridge
Cartridge damaged

Contact KES with video for replacement   

The problem still exists or No after-sales information you need? Contact KES: [email protected] or click to 🔗Chat now.

① Plumbing not properly secured

      • Remedy:  Contact a professional to check

② Check valves/Cartridge damaged

Please provide: Dated proof of purchase, Description of the defect/fault, Pictures or videos showing the issue(s) (optional)

 
🔗 Click here for operation video of single function shower
🔗 Click here for operation video of 2 or 3-function shower
 
 
 
 
 
 
 
 
The problem still exists or No after-sales information you need? Contact KES: [email protected] or click here to 🔗 Chat now 

Use spare nozzles or 🔗Contact KES for replacement

① Low inlet water pressure

      • Remedy: Check water pressure (If a pump has been installed, check to see if it is working)

② Nozzles clogged

      • Remedy: Wipe clogged nozzles several times with fingers while the water is running

        Click For Operation Video 

Wipe Nozzles With Fingers
 
Descaling Treatment
 

③ Filter gasket in showerhead/ hand shower connector clogged

      • Remedy: Remove and clean the filter gasket, then reinstall it

④ Restrictors clogged

      • Remedy: Check and clean the flow restrictor
Click For Operation Video 


⑤ Cartridge clogged

      • Remedy: Remove and clean the cartridge

① Heater temperature set too low

      • Remedy: Turn up the heater temperature

② Temperature limited stop restriction

      • Remedy: Adjust the temperature limit stop

Warning

Setting the Adjustable Temperature Limit Stop in The Last Position or beyond The Last Position (counterclockwise) could result in scald injury. It is vital to adjust the Adjustable Temperature Limit Stop to avoid scald injury to the user when the handle of the valve is rotated to the hot side. Please check your local plumbing codes for maximum water mix temperature (normally should not exceed 120℉). If inlet water temperature changes seasonally, you may need to readjust the Adjustable Temperature Limit Stop. Recommended water temperature for bath or shower is between 90-110℉. Run the water so that the cold water is as cold as it will get and hot water is as hot as it will get. Place the handle on the cartridge stem and rotate the handle clockwise until the handle stops. Place a thermometer in a plastic tumbler and hold in the water stream. If the water temperature is above 120℉ or the maximum temperature requirement of local plumbing codes (whichever is lower), the Rotational Limit Stop must be readjusted clockwise to decrease outlet water temperature.

MAKE SURE COLD WATER FLOWS FROM THE VALVE FIRST. MAKE SURE WATER FLOWING FROM THE VALVE AT THE HOTTEST FLOW POSSIBLE DOES NOT EXCEED 120℉ OR THE MAXIMUM ALLOWED BY YOUR LOCAL PLUMBING CODES.

🔗 Video of adjusting the temperature

Note: By design, both showers will spray at the same time when the knob is switched between two functions.

① Diverter knob loose

Remedy: Use included tool to tighten the set screw

 

② Diverter cartridge damaged or Buttons damaged

Remedy: Contact KES for replacement
 

Video of replacing the diverter cartridge

 
 
 

The problem still exists or No after-sales information you need? Contact KES: [email protected] or click to Chat now!

Don’t worry about unexpected challenges during projects. We’ve got you covered! Let us know your specific requirements, and we’ll try our best to customize parts that fulfill those needs.

Rough-in valve too deep

Follow the steps below, and provide us with valid information:
    • Measure the distance from the tile surface to the cartridge sleeve
    • Provide multi angle pictures for confirmation
    • The size you desire may require customization, taking about 15 days for production and an additional 9-15 days for shipping (Fees apply)
If this arrangement suits you, please contact KES with information above.
Measure the distance from the tile surface to the cartridge sleeve
 
 
 
 
Recommended depth for stringer installation

 

 

Supply elbow/shower arm thread too short

Follow the steps below, and provide us with valid information:
    • Measure the distance from the tile surface to the pipe joint
    • Provide multi angle pictures for confirmation
    • Existing extension components:1/4′ and 5/8”
    • The size you desire may require customization, taking about 15 days for production and an additional 9-15 days for shipping (Fees apply) 
If this arrangement suits you, please contact KES with information above.
Should flush with drywall

 

Tile opening too large

    • For handshower supply elbow, KES can provide decorative covers with a peripheral size of 65 * 65mm and an inner hole size of 25mm
    • For shower arm, KES can provide decorative covers with a peripheral size of 65 * 65mm and an inner hole size of 30mm
    • For valve body, KES can provide decorative covers with a peripheral size of 180x180mm\ 200x200mm\ 175x220mm. 
Attention: The applicable models of decorative covers are limited. If necessary, please contact KES with your order number to confirm if they are suitable.
 

The problem still exists or No after-sales information you need? Contact KES: [email protected] or click to Chat now

FAQ

Sink Faucets

From Cartridge

Cause Remedy
Cartridge nut looseTighten cartridge nut. Click For Video
Cartridge damagedContact KES for replacement  

 

From Spout

Cause Remedy
Spout damagedContact KES for replacement   

 

From Aerator

Cause Remedy
Aerator gasket installed improperlyReinstall aerator
Gasket lostUse spare gasket or Contact KES for replacement  
Gasket aging/damagedAs above
 
Correct installation tip
 
 
 
 
 
 
 
 
 

 

From Supply Hose/Quick Connect Hose

Cause Remedy
Centerbody damagedClick For Videoto check.Contact KES for replacement
Supply hose/ Joint of quick connect hose damagedAs above
The problem still exists or No after-sales information you need? Contact KES: [email protected] or click to Chat now!

① Low Water Pressure/Plumbing Clogged

Disconnect the supply hose and check if the water flow from the home plumbing is low. If so, contact a plumber for an inspection.
 

② Supply Hose Kinked

Fold supply hoses as shown below: Use model L4150 as a demonstrated
 
 
 
 
 
 
 

 

③ Clogged Aerator

Click For Video: 
Using Aerator Wrench
 
 
 
 
 
 
 
 
 
 
 
Using Adjustable Wrench And Towel (Anti-scratch)
 
 
 
 
 
 
      • Some models do not include the Aerator Wrench and 2.2 gpm spare aerator.
      • Contact KES to obtain a replacement kit for the aerator if needed. 
      •  Please check your local plumbing codes to ensure compliance before making any changes.

④ Cartridge Clogged/Damaged

Contact KES for replacement.  
 
The problem still exists or No after-sales information you need? Contact KES: [email protected] or click to 🔗Chat now!

Notes Before Installation

    • Remember to flush the plumbing pipes to clean any debris or sediment by letting the water run for a few minutes. 
    • Turn off your sink water supply while installing.
    • Not for bathtub use. 

 

Install The Quick Connect Hose

Click For  Operation Video

 

Use model L4350 as a demonstration

Install The Adapters

 
 

 

For model Z504, KES supply two quick connectors(Size: 1/4” & 3/8”)

 

 

Installation Tips

  1. Remove the blue clip on the quick connector.
  2. Tighten the connector by hand. * Do not use a wrench as it may cause damage to the quick connector.
  3. Put the blue clip back on after inserting the water supply line.

 

 Hose too short

For supply hose
KES can provide 90cm long hose for customers to purchase or replace. If necessary, click to 🔗 Contact KES
 
For quick connect hose
KES can provide 50cm long quick connect hose for customers to purchase or replace. If necessary, click to🔗 Contact KES

① Correct handle installation method for double handle faucet

  • TIP 1: Before installation, the handle should be in a fully closed state
  • TIP 2: If the base is not aligned during installation, adjust the alignment before installing

🔗Click For a Video of the base adjustment for model L4350

 
  • TIP 3: Locking screws can prevent the handle from shifting
 

② Handles crooked or not symmetric

This may be caused by damage to the cartridge. You can first try self-checking and adjusting according to the following video:
Applicable modelClick for video
Handle adjustment for L4317mh5_J72AOaw
How to adjust the wrong handle direction for L4317PyTrktQeUq8
Handle adjustment for L4350duXhUgvjKR0

FAQ

Sink Drains

Inner Leak

① Incorrect installation of gaskets

    • Remedy: Adjust the rubber gaskets.
Example 1

 

 
 
 
 
 
 
 
 
 
 
Example 2

 

 

 

 

 

 

 

② Loose between the flange and ceramic basin

    • Remedy: 
      Remove the gasket of the flange
      Reinstall the flange using sealant or putty.
    •  
Example
 

 

 

 

 

③ Gaskets aging/damaged

🔗 Contact KES for replacement.    

 

 

Outer Leak

① Poor gasket sealing

With BasketAdjust the hanging basket to see if it works.
Without Basket

 

🔗 Contact KES for replacement.  

② Gaskets aging/damaged

Contact KES for replacement.

① Blocked drain

Remove the pop-up cap of the drain as the picture shows. Check if there’s any blockage in the drainage pipe and clean it.
 
 

② Blocked U-shaped odor prevention pipe or drainage pipe below the groove

If the above steps still do not work properly, please check if the drainage pipes and U-shaped deodorant pipes at home are blocked.
 

③ Unsuitable ceramic bowl shape

Don’t worry and contact KES to obtain a replacement core. Please provide:
    • Dated proof of purchase
    • Description of the defect/fault
    • Pictures or videos showing the issue(s) (optional)
 

Contact KES at [email protected] or initiate a chat now by clicking 🔗here.

 

1. Limescale build-up

    • Soak a towel with 5-6% vinegar, then cover the affected area.
    • Wait for 10 minutes, then clean it with water.

2. Improper maintenance

Do not use cleaning products with acidic, caustic, bleach, or mildly alkaline properties and those labeled as rust removers.
 

3. Parts rusted

Apply toothpaste and use a cleaning cloth to gently wipe away rust marks.

FAQ

Home Accessories

Follow these steps to check and adjust

1. Only one screw was installed

Ensure two screws are installed on the base. If only one is installed, please install two to ensure stability. 
 

2. Screw connecting the rod and base is loose

Tighten the nut in the middle of the base.

 

 

 

 

 

 

3. Screw on the base is loose

    • Refasten the product to the base to reinstall.
    • Use the Allen key provided to tighten the screw
      under the base.
 

*Special cases

For Model A2106

Ensure that the base screw aligns with the recess, and that the recess is located directly below.If not, adjust as picture.
 

For Model A2104

 

For Model BTH217

    • Please confirm if all the gaskets on the diagram have been installed in place
    • Gaskets missing? Do not worry, Contact KES for replacement!
 
 
 
 
 
 
 
 
The problem still exists or No after-sales information you need? Contact KES: [email protected] or click to 🔗Chat now!

Loose

Please tighten the screws inside the holder to see if it works.
 

 

 

Unable to fix handheld shower

For Model F209: Unscrew the screws inside the holder then adjust it so that the larger opening is at the top. This will ensure proper function.
 
For Model F204: Manually adjust the shower holder so that the larger opening is at the top.

 

Holder slipping

 
 
 
Try locking the holder as in the picture
 
 
 
 
 

Holder cracking

Don’t worry, please contact KES to obtain a replacement part. Please provide:
        • Dated proof of purchase
        • Description of the defect/fault
        • Pictures or videos showing the issue(s) (optional)
The problem still exists or No after-sales information you need? Contact KES: [email protected] or click to 🔗Chat now!

Important Notes

    • Apply and use between 10°C-37°C (50℉-99℉).
    • Choose a flat, smooth surface 
      such as tile, glass, or metal.
    • DO NOT use on painted walls, textured walls, wallpaper, brick, fabric, lime walls, enamel varnish, grout line, or other rough and non-stick surfaces.

Self-Adhesive Strip Installation Steps

    1. Clean the surface with rubbing alcohol and let it dry. DO NOT use household cleaners.
    1. Carefully remove the backing without touching the adhesive surface.
    1. Press firmly onto the wall for 30 seconds.
    1. Wait for 24 hours before use.

How To Remove?

Follow the steps below to remove:

    1. Step 1: Heat up the base plates with a hairdryer to soften the adhesive.
    2. Step 2: Gently pry the base plates away from the wall with a plastic scraper. 
    3. Step 3: Scratch or peel off any remaining adhesive. 
The problem still exists or No after-sales information you need? Contact KES: [email protected] or click to 🔗Chat now!

1. Recommended Distance For Glass Shelf

BGS201
The recommended distance between the mounting plates and the wall corner is 4-5″ (100 mm-125 mm), which can ensure the optimal performance and safety of our product.

 

A2022
To ensure product stability, the recommended distance between the centers of the two bases is 250mm (9 27/32 inches).

 

 

2. Spring Too Short–A23075

🔗 Please click to the video to adjust the spring

 

3. Bracket Away From The Wall–KUR215, KUR218

The brackets are designed with elasticity. Please snug the brackets fit against the wall and secure them with screws.

 

4. Uneven Poles–BTH217

The vertical rod is actually divided into front and rear parts. Try flipping the misaligned vertical rod 180° according to the picture, and then reinstall it.

 

5. Swivel Arm Cannot Be Installed–BTH219

① Please remove the two pre-installed screws on the side of the vertical bar first.
 
② Please check for any residue inside the tube and wipe it clean with a cloth or tissue if necessary.
 
③ You can try to insert the swing arm firmly into the vertical bar. Please don’t worry, if there is any damage, Contact KES for replacement.    
 
The problem still exists or No after-sales information you need? Contact KES: [email protected] or click to 🔗Chat now!

FAQ

Sinks

🔗 Click to contact KES  for replacement. Please provide:

    • Dated proof of purchase
    • Description of the defect/fault
    • Pictures or videos showing the issue(s) (optional)
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