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I have an issue with my bidet.
I need help installing my bidet.
I need parts.
I am experiencing leaking.
I want to modify/cancel/return/refund my order.
We're sorry you are having problems using your bidet. Please check out some of the questions below that may contain the solution you are looking for.
Thank you for purchasing our Luxe bidets. We're sorry you're having problems with installation. Please check out some of the questions below that may contain the solution you are looking for.
You may qualify for parts free of charge. Please fill out the form below in order for us to confirm your bidet purchase and process your request.
We're sorry you are experiencing leaking. You may qualify for parts or a full replacement free of charge. Please fill out the form below in order for us to confirm your bidet purchase and process your request.
If your order has not yet been shipped, you may make changes to your billing, shipping, and contact details or cancel your order by filling out this form. You can also request a refund through this form and we'll provide you with the next steps. Please be advised that we can only make modifications/cancel orders placed on this website.
Watch Installation Videos + Download Guides
My nozzles are off-center/not spraying forward anymore.
If you notice that your bidet nozzle(s) are spraying water off-center, it is likely that the nozzle holes are not facing forward properly. You can adjust the nozzles to point forward by turning it manually. Proper adjustment of the nozzle(s) will depend on the model you have.
To adjust the nozzle for the MB110, fully retract the nozzle by pushing the nozzle up all the way and use a slight pressure to turn the nozzle counter-clockwise until the holes are facing forward.
The video below shows how to adjust the nozzle of MB models.
To adjust the nozzle(s) for the the Neo 110, Neo 120, Neo 180, Neo 185, Neo 250, Neo 320 models, open the guard gate, then fully retract the nozzle by pushing the nozzle up all the way and use a slight pressure to turn the nozzle counter-clockwise until the holes are facing forward.
The video below shows how to adjust the nozzle of all Neo models.
My nozzle(s) is not retracting by itself.
The nozzles may not be retracting or extending properly due to hard water build up around the nozzles. Try cleaning the nozzles by pulling it down and moving it up and down a few times with paper towels soaked in vinegar. This should safely dissolve any hard water build up. You can also check if the nozzles have enough space to drop below the guard gate to spray and retract fully back into the unit. If there isn't enough space, try moving the bidet forward, away from the toilet tank. You can also view a video of the troubleshooting steps
My bidet is spraying water down into the toilet.
If water is spraying straight down into the toilet, it is likely that the nozzle cap has fallen off somehow. If you can find the nozzle cap, you can screw it back onto the nozzle and this should fix the problem. Please make sure the black rubber washer is placed inside the nozzle cap before attaching it to the nozzle. Click
for replacement nozzle caps.
The water pressure from my bidet is too high.
My bidet's self-cleaning isn't working.
When sitting on the toilet and turning on this mode, first turn the lower knob all the way to the right, then turn the upper pressure knob to the right. The nozzle cleaning mode will not activate if the lower knob is not pointing all the way to the right.
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Purchase spare parts
Below are the parts compatible with your bidet, you may click on the ones you wish to purchase.
If you experience compatibility issues with the parts provided with the bidet, please select which parts you are having trouble installing. We can provide alternative parts, if available.
Select the part(s) of your bidet that you believe is leaking. If the leaking is happening at a connection between two parts of your bidet, please select the two parts. If the leaking is happening at a threading connection (t-adapter, hose, or inlet connection), try using teflon tape to see if that stops the leaking.
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