TOILET SATISFACTION GUARANTEE

FAQs

KOHLER Toilet Satisfaction Guarantee

Kohler is pleased to offer this exciting, best in class, satisfaction guarantee. You can buy KOHLER toilets and smart seats with confidence, knowing that if there is any reason you don’t love your selection, we’ll provide a replacement of equal value or refunds plus a $100 check* to help cover installation costs.

Based on experience, Kohler is confident in the performance, design, functionality and comfort of our toilets and smart seats. We’ve learned that once you try them, you won’t want to use any other brand.

You will also have the peace of mind knowing that you have 180 days to make sure your new toilet or smart seat performs to your expectations.

  • You have 180 days from the date of purchase to call Kohler Customer Service and begin your claim process for a replacement toilet or smart seat or request a refund.
  • A $100 check is provided to help offset the installation costs of toilets or C3 ® bidet seats. The $100 check does not apply to other smart seats.
  • All intelligent toilets and C3 bidet seats must be returned to the distributor.

The program includes all toilets and smart seats purchased from a KOHLER registered location.**

Smart seats include Nightlight toilet seats, Purefresh toilet seats, Puretide manual bidet toilet seat, Purewarmth heated toilet seats, and C3 bidet toilet seats.

Claims will be processed and a check will be mailed directly to the consumer within six to eight weeks.

KOHLER Co. is not responsible for installation costs. We are pleased to offer $100 as a gesture of goodwill.

Please contact the distributor or plumber location of original purchase or contact 877-694-7643 or ToiletSatisfaction@marekgroup.com ToiletSatisfaction@marekgroup.com and we will help find a solution.

Yes, the Toilet Satisfaction Guarantee only applies to products that has been installed.

Only select products need to be returned in order to receive a refund or replacement. Please click here to see a full list of products that are required to be returned to KOHLER Co.

Return Process

Only select products need to be returned to Kohler Co. for you to receive your $100 check.

Return Information:

For the consumer:

  1. Please return the product to the distributor or plumber location from which the item was purchased.
  2. If you are unable to send the toilet or seat back to the distributor or plumber location, please have the distributor or plumber contact 877-694-7643 or email ToiletSatisfaction@marekgroup.com for assistance in arranging alternative shipping options.

For the Registered Showroom/Distributor or Plumber:

  • Once the claim has been submitted and the product is identified as a product requiring a return, Kohler and the Marek Group will work to provide a return authorization form within two weeks of the claim submission.
  • In order to expedite the returns process, please email the claim number, distributor name and address to ToiletSatisfaction@marekgroup.com
  • The return authorization form will include the prepaid shipping label for small parcel returns for seats and LTL carrier return instructions for palletized toilets-- Kohler will determine the best carrier for both options and it will be noted on the return authorization form
  • The distributor should follow Kohler’s requirements for LTL shipping for Intelligent Toilets and Small Parcel shipping for Cleansing Seats
  • If returning an Intelligent toilet via LTL freight: Palletize the item in preparation for pick-up, attach the distributor/plumber name, distributor/plumber location and claim number to the product.
  • If returning via small parcel for cleansing seats: please pack in original box if available or place in alternative shipping box for safe transport, attach the distributor/plumber name, distributor/plumber location and claim number to the product.
  • All returns can be sent to the below address:
  •   Wisconsin Distribution Center
      900 Highland Drive
      Kohler, WI 53044
      Attn: Quality- TSG
  • Call for Routing via the LTL shipping process or arrange for pick-up via the preferred small parcel carrier

Up to 2 total claims can be made per customer.

Products required to be returned to Kohler Co.:

Intelligent toilets and cleansing toilet seats need to be returned to Kohler Co. This is a requirement for any of the products listed below, in order you to receive your $100 check from Kohler Co.

SKU Description
K-3901 NUMI ® TOILET WITH CLEANSING FUNCTIONALITY
K-5401 VEIL ™ INTELLIGENT TOILET WITH CLEANSING FUNCTIONALITY
K-5402 VEIL ™ INTELLIGENT TOILET WITH CLEANSING FUNCTIONALITY
K-76395 VEIL® WH INTELLIGENT TOILET & FACE PLATE
K-18647-NA VEIL® INTELLIGENT IN-WALL TANK
K-4026 KARING ™ INTELLIGENT TOILET WITH CLEANSING FUNCTIONALITY
K-77780 KARING 20 INTELLIGENT TOILET
K-4108 CS®-230 CLEANSING SEAT
K-4709 C3®-200 W/IN-LINE HEATER EB CLEANSING TOILET SEAT
K-8298 C3®-155 CLEANSING SEAT
K-26132-CSP-0 C3-420 CLEANSING SEAT
K-27142-CR-0 C3-430 CLEANSING SEAT
K-8298-CR C3®-455 CLEANSING SEAT
K-4737 C3®-125 W/TANK HEATER EB CLEANSING TOILET SEAT
K-4744 C3®-201 W/TANK HEATER EB CLEANSING TOILET SEAT
K-18751 C3®-050 CLEANSING SEAT
K-5724 PURETIDE BIDET SEAT
K-76923 PURETIDE ROUND FRONT BIDET SEAT

Contact Us:
If you have any questions about the process, please feel free to contact us at ToiletSatisfaction@marekgroup.com or by phone at: 877-694-7643 (during business hours).

Claim Credit processing time is 6-8 weeks from submittal of the claim.

*The $100 check applies only to toilets and C3 bidet seats.
**Registered locations include Registered Distributor Showrooms and Plumbers.