Thanks for reaching out to us.
I'm sorry to hear about your issue and would be happy to assist. Yes, there should be a counter weight that attaches to your hose which will fully retract the spray head back into the spout once released. You may want to adjust the position of the weight on your hose and also make sure there is nothing blocking it from retracting.
I've also created a case for you with our service tram - 336000. Please feel free to reach out to us at 800-775-703 or via email at customerservice@kraususa.com and refer to your case # 336000 and we will gladly take it from there.
Thank you for sharing your experience with us and giving us the opportunity to remedy the situation.
Best regards,
Mike
Kraus USA