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Faucet Cartridge Burst and Spraying Water: Shutting It Down and Getting Replacement Hot and Cold Valves

Updated September 2026

▶Glossary8
  1. Stop the Water First
  2. What to Send Ella
  3. What Ella Ships
  4. Getting the Repair Done
  5. Related Guides
  6. Related Videos
  7. Common Questions
  8. Still Need Help?

If a faucet cartridge on your Ella tub has burst and water is spraying from the valve, shut off the water supply to the tub first, then open a ticket with photos of the failed part and your serial number. Ella replaces both the hot and cold valves as a set under the lifetime parts warranty once the photos are received, ships them with a tracking number, and can expedite the shipment when the tub cannot be used. A local licensed plumber installs the new valves. The failed cartridge does not need to be returned, but Ella does need clear pictures of it for its records and for the factory.

Stop the Water First

A burst cartridge can release water at full supply pressure, so the first job is to close the supply. If your installer fitted shut-off valves on the hot and cold lines feeding the tub, close both. If there are no stops at the tub, shut off the home's main water valve until the plumber arrives. If water reached the pump or controls, switch off the tub's breaker and let the area dry before the tub is used again.

What to Send Ella

  • Photos of the burst cartridge and any other part that broke, including the valve body.
  • Your model and serial number from the label behind the access panel.
  • The shipping address where the parts should go and a phone number for the delivery.
  • A note if the tub is unusable, so the team can prioritize the shipment.

Photos matter here. Ella keeps a record of every failed cartridge and shares the pictures with the factory, which is why the team asks for them on every case. You do not need to ship the broken part back.

What Ella Ships

The team sends replacement hot and cold valves together, even if only one side failed, so both sides are renewed in one visit. The shipment goes out with a tracking number that is emailed to you or to the dealer who opened the ticket. When the tub cannot be used, say so when you open the ticket and the team can expedite the shipment. If the faucet body itself is damaged beyond the cartridges, the team can ship the faucet as well. Parts ship under the warranty and labor is arranged locally. Ella does not send technicians.

Getting the Repair Done

  1. Close the water supply and confirm the spray has stopped.
  2. Photograph the failed cartridge and open a ticket at ellasbubbles.com/support.
  3. Watch for the tracking number and check the parcel on arrival.
  4. Have a licensed plumber remove the old valves and install the new hot and cold valves.
  5. Open the supply slowly and check for leaks at both handles before filling the tub.

If, after the repair, water still flows with a handle closed, read water keeps flowing with the valve off. A slow drip is a different fault, covered in why the faucet drips constantly. Tubs with a thermostatic faucet package have a separate mixing cartridge, described in thermostatic control valve cleaning and replacement.

Chapters in this video
  1. 0:00 Remove Spout Handle The technician removes the decorative bolt cover, loosens the allen bolt, and lifts off the spout handle.
  2. 0:21 Remove Old Cartridge The technician unscrews the escutcheon plate, loosens the brass locking collar, and lifts out the old cartridge.
  3. 0:38 Install New Cartridge The technician aligns the guide posts, seats the new cartridge, and tightens the brass locking collar.
  4. 1:02 Reassemble Faucet The technician hand tightens the escutcheon plate, replaces the faucet handle, tightens the allen bolt, and replaces the bolt cover.

Common Questions

Do I need to send the broken cartridge back to Ella?
No. Ella only needs clear pictures of the broken parts, which the team keeps on file and shares with the factory. Take the photos before the plumber discards the old cartridge. Forward them with your ticket.
Why does Ella replace both the hot and cold valves?
The team sends the hot and cold valves as a matched set even when only one side failed. That lets the plumber renew both sides in one visit. It also avoids a second call if the other side fails later.
Can the replacement valves be shipped faster if my tub is unusable?
Yes. Tell the team the tub cannot be used and they can expedite the shipment. The tracking number is sent by email once the parcel is on its way. Have the delivery address and a phone number ready.
Who installs the new faucet valves on my tub?
A local licensed plumber does the work. Ella ships the parts under the warranty and supports the plumber by phone and email, but does not send technicians. Labor is arranged locally.
Are burst faucet cartridges covered by the warranty?
The Ella faucet is covered by the lifetime parts warranty for the original purchaser, and the team verifies each case from the photos and serial number before shipping. Labor is not covered, and non-Ella brand faucets carry only their manufacturer's warranty. The thermostatic control valve, where fitted, carries its own one-year limited warranty.

Still Need Help?

Open a ticket at ellasbubbles.com/support or call (800) 480-6850 and have your model and serial number ready.

Related guides

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