A woman in Nanjing, Jiangsu, suffered severe burns to her private area after her smart toilet, which she had been using for three years, suddenly sprayed scalding hot water. Identified as Xiao Lin, she said the incident occurred when the toilet’s buttons jammed, triggering a burst of steaming water. Medical reports confirmed second-degree burns covering less than 1% of her body. She has since reached a compensation settlement with the manufacturer, though the exact cause is still under investigation.
Xiao Lin recalled using the toilet’s wash function when it malfunctioned, spraying extremely hot water that caused her to jump in pain. She attempted first aid by rinsing with cold water for nearly an hour before going to the hospital for treatment.
Initially, the brand’s customer service did not respond. After Xiao Lin posted about the incident on social media and tagged the company, the manufacturer engaged her. The settlement includes a refund with triple compensation for the product, coverage for medical and transport costs via insurance, and one week of lost wages. Claims for mental distress or potential future scar treatments were not included.
The smart toilet, used for three years, had occasionally delivered slightly hot water but never caused such severe burns. The manufacturer has yet to provide a full explanation, pending technical inspection.
Smart toilets have become increasingly popular in China, offering features such as heated seats, warm water cleaning, backup flushing during power outages, and night lighting. However, complaints have risen alongside usage. According to the Black Cat complaint platform, over 700 complaints about smart toilets were reported in the past three months, including issues like short circuits, abnormal water temperatures, poor quality, and unsatisfactory after-sales service.
Some consumers remain wary of high-temperature spray functions, opting for “semi-smart” models with basic features for safety and hygiene.
The China Household Electrical Appliances Association’s 2025 report noted that China produced 13.72 million smart toilets in 2024, up 8.5% from the previous year, accounting for over 70% of global production. Instant-heating models remain the most popular, making up 67.4% of sales.
Experts advise buyers to ensure products have CCC certification and essential safety features, including water temperature control and electrical leakage protection. Users should read manuals carefully and regularly clean key components, such as nozzles, to maintain hygiene and safety.
