Frequently Asked Questions
Find answers to common questions about AutoSensor products, installation, compatibility, delivery, returns and support.
Products & Technology
What does AutoSensor specialise in?
AutoSensor provides touchless sensor solutions for homes, businesses and public spaces. Our range includes automatic sensor taps, soap dispensers, toilet and urinal hygiene solutions, commercial fragrance systems, and replacement components such as control boxes, battery boxes, solenoid valves, sensor modules and mixer valves.
How do automatic sensor taps work?
Automatic sensor taps use infrared sensor technology to detect when your hands are placed within the sensing area. The water turns on automatically and stops when your hands are removed, providing convenient, touch-free operation.
What are the benefits of using a sensor tap?
Sensor taps can help improve hygiene by reducing the need to touch handles, while also helping reduce unnecessary water usage. They are particularly useful in bathrooms, kitchens, workplaces and high-traffic commercial environments.
Can AutoSensor products help reduce water usage?
Yes. Automatic operation helps prevent taps from being left running unnecessarily. Depending on usage and installation, AutoSensor technology can help significantly reduce water waste.
Are your products suitable for both homes and businesses?
Yes. Our products are suitable for residential and commercial environments, including homes, offices, schools, universities, hotels, restaurants, washrooms and other public spaces.
Installation & Compatibility
Are AutoSensor products easy to install?
Many of our products are designed for straightforward installation. However, installation requirements vary between products. We recommend checking the specifications and installation information on the individual product page before purchasing.
Do I need a professional plumber or electrician?
This depends on the product and your existing setup. Some battery-powered products may be relatively straightforward to install, while mains-powered taps, control boxes or plumbing components may require a qualified plumber or electrician.
For safety and reliable performance, professional installation is recommended whenever electrical or significant plumbing work is required.
Can your sensor taps operate using batteries?
Many of our sensor products offer battery-powered operation, while selected models also support mains power. Please check the individual product specifications to confirm the available power options.
Can I use mains power instead of batteries?
Selected products support both battery and mains-powered configurations. Compatibility varies by model, so always check the product description before ordering.
Will your replacement parts work with any sensor tap?
Not necessarily. Sensor taps can use different connectors, voltages, control boxes, solenoid valves and sensor configurations.
Before purchasing a replacement component, compare your existing part with the product images, model information, voltage and connector specifications shown on our website.
How do I know which replacement component I need?
We recommend checking the model number and specifications of your existing component first.
If you are unsure, contact our support team with clear photographs of your existing part, connectors and any model numbers or labels. We can then help you identify the most appropriate option.
Do your control boxes include the sensor or other components?
Not always. Some products are sold as individual replacement components only. The exact contents are clearly stated on each product page, so please check the description before ordering.
Sensor Tap Troubleshooting
Why is my sensor tap not turning on?
There can be several causes, including depleted batteries, a disconnected power supply, incorrect wiring, a blocked sensor, a control box issue or a water supply problem.
Start by checking the power source, water supply and all connections. If the problem continues, contact our support team for assistance.
Why does my sensor tap keep running?
Continuous water flow may be caused by a blocked or incorrectly positioned sensor, a solenoid valve issue, debris within the system or a control-box problem.
Check the sensor area and connections first. If the problem remains, we recommend contacting us before replacing any components.
What should I do if the sensor is not detecting my hands properly?
Make sure the sensor surface is clean and unobstructed. Dirt, water marks or objects positioned directly in front of the sensor may affect detection.
If cleaning the sensor does not resolve the issue, check the power supply and product connections.
How often do the batteries need replacing?
Battery life depends on the product, battery quality and frequency of use. High-traffic commercial installations will generally require battery replacement more frequently than residential installations.
Soap Dispensers & Hygiene Products
How do automatic soap dispensers work?
Automatic soap dispensers use a sensor to detect your hands and dispense soap without requiring physical contact, helping create a cleaner and more hygienic washroom experience.
Are automatic soap dispensers suitable for commercial washrooms?
Yes. Touch-free dispensers are particularly useful in offices, hospitality environments and other high-traffic washrooms where hygiene and convenience are important.
Do you sell replacement parts separately?
Yes. AutoSensor offers a range of components and replacement parts, including battery boxes, control boxes, solenoid valves, sensor modules and mixer valves.
Availability and compatibility depend on the particular product.
Ordering & Delivery
Where are AutoSensor orders dispatched from?
Orders are dispatched from the United Kingdom.
How long does it take to process my order?
Orders are normally processed within 1–2 working days, Monday to Friday, excluding public holidays.
You will receive a dispatch confirmation once your order has been shipped.
How much is UK delivery?
Standard UK delivery is complimentary on all UK orders.
Estimated delivery time is normally 2–4 working days after dispatch.
Do you offer express UK delivery?
Yes. Express UK delivery is available for £6.99, with an estimated delivery time of 1–2 working days after dispatch.
Do you deliver outside the UK?
Yes. We deliver to selected European and international destinations.
European delivery normally takes approximately 4–10 working days, while selected destinations outside the UK and EU may take approximately 7–15 working days.
Will I have to pay customs charges on international orders?
Orders delivered outside the United Kingdom may be subject to customs duties, import fees or local taxes depending on the destination country.
These charges are the responsibility of the customer and are not included in AutoSensor's delivery charges.
Can I track my order?
Where tracking is available, tracking details will be included in your dispatch confirmation email.
What should I do if my order arrives damaged or incomplete?
Please contact our support team as soon as possible and within 48 hours of delivery.
Include your order number and, where applicable, photographs showing the damage or issue so that we can investigate quickly.
Returns & Refunds
What is your return policy?
AutoSensor offers a 30-day return policy, meaning you can request a return within 30 days of receiving your order.
Returned products must meet the eligibility requirements set out in our Refund Policy.
What condition must an item be in to return it?
Eligible returned products should be unused, in the same condition in which they were received and returned in their original packaging. Proof of purchase may also be required.
How do I request a return?
Contact our support team at support@autosensor.co.uk before sending anything back.
Once your return has been approved, we will provide instructions for returning the product.
Please do not return products without first contacting us.
What happens if I receive the wrong or faulty product?
Contact us as soon as possible if your order is defective, damaged or incorrect. We will review the issue and advise you on the appropriate next steps.
When will I receive my refund?
Once your return has been received and inspected, we will let you know whether your refund has been approved.
Approved refunds are normally issued to your original payment method within 10 business days, although your bank or card provider may require additional processing time.
Commercial & Business Orders
Do you supply products for commercial projects?
Yes. AutoSensor products are designed for both residential and commercial use and can be suitable for offices, schools, universities, hotels, restaurants and other high-traffic environments.
Can you help me choose products for a commercial washroom?
Yes. If you are planning a commercial installation and are unsure which products or components are suitable, contact our team with details of your project and existing setup.
Can I order multiple units?
Yes, subject to stock availability. If you require products for a larger commercial installation, contact us to discuss your requirements.
Product Support
What information should I provide when asking for technical support?
To help us diagnose your issue quickly, please provide:
- Your order number, if available
- Product or model number
- Clear photographs of the product
- Photographs of connectors and existing components
- A description of the problem
- Details of any troubleshooting already attempted
The more information you provide, the easier it is for our team to identify the likely issue.
How can I contact AutoSensor?
For product, compatibility, order or technical support, you can contact our UK-based team.
Email: support@autosensor.co.uk
Phone: 07495 128739
We are happy to help you find the right product or troubleshoot an existing AutoSensor system.
Still Need Help?
Can't find the answer you're looking for?
Contact our UK support team and we'll help you with product selection, compatibility, installation guidance, replacement parts or an existing order.