Help Centre
If you have any questions, please feel free to contact us at any time.
We are committed to providing reliable products through rigorous quality control. To ensure transparent and fair transactions, our policies are as follows:
General Principles
We do not accept returns without cause.
Customized products are not eligible for refund or return once confirmed.
If a quality issue is confirmed by both parties regarding a standard product, we will arrange to ship a replacement unit.
Quality Inspection Process
We maintain strict quality control procedures to ensure all orders meet our standards. To safeguard your interests, we provide the following inspection support:
- Pre-shipment Inspection Scheduled On-site Inspection Receiving Verification
- Should any discrepancies or damage be identified at any stage, please take photos immediately and contact our customer service team promptly.
Claim Process
If you believe a product has a quality issue, please follow these steps to request a review:

Contact us by clicking the link below

Provide your order information, a description of the issue, and clear photos/video.

Our customer service team will review the case and contact you promptly with a solution.
For more details, please refer to our FAQ or Terms & Conditions.
We are committed to providing customers with reliable and durable products, and have established clear warranty terms as follows:
Período de garantía
| Product Category | Specific Items/Components | Período de garantía |
|---|---|---|
| Faucet & Shower & Spray Set | Main Body | 15 Years |
| Components (Vernet Thermostatic Cartridge, Citec ceramic cartridge, Neoperl Aerator, Tucai hose) | 7 Years | |
| Sensor tap & Sensor dispenser | Main Body | 7 Years |
| Electrical parts | 18 months | |
| Bathroom Accessories,Waste, Flush Plate, Bottle Trap, Door hardwares | Structure | 7 Years |
| Surface Finish- Chrome/ Brushed Stainless | 5 Years | |
| Surface Finish- Matte Black/ Zr Brushed Gold/ Gun Metal/ / Brushed Nickel/ Brushed Rose Gold etc. | 3 Years | |
| Surface Finish- Antique Brass/ Satin Bronze/ Matte White/ Glossy White etc. | 1 Year | |
| Fregadero de cocina | Structure | 15 Years |
| Surface finish- Brushed Stainless | 5 Years | |
| Surface Finish- Brushed Gold, Gun Meta Brushed, Brushed Rose Gold | 3 Years |
Warranty Process
- If your product experiences an issue within the warranty period, please submit a warranty request through our official website and provide proof of purchase and relevant information.
- Our customer service team will contact you within 1 business day of receiving the request and arrange follow-up service.
Important Notes
- All warranty periods commence from the original date of purchase.
- This warranty only covers manufacturing defects in materials and workmanship when products are used under normal household conditions.
- Exclusions: Damage resulting from improper installation, misuse, abuse, neglect, accidental impact, or natural disasters is not covered.
- For warranty claims, proof of purchase (e.g., receipt, invoice) is required.
- If there is a problem with the product, please provide a video. This will enable the sales and production departments to decide on the appropriate handling measures.
- This warranty policy applies only to products purchased through official Watersino channels.
- The final interpretation right belongs to Watersino. The specific warranty scope is subject to the “Product Warranty Agreement” and the terms stipulated in the Proforma Invoice (PI).
Full FOB Fee Waiver
We offer full FOB fee waiver when you meet any one of the following criteria:
- Order value of RMB 1,000,000 or above
- One 20-foot container fully loaded with our faucet products
- One 40-foot high-cube container loaded with mixed products
Terms: Offer subject to product availability. Final FOB port will be confirmed on your pro forma invoice.
| Sea Shipping | Express | Trackable |
|---|---|---|
| 30-45 business days | 5-10 business days | Yes |
Shipping costs are calculated at checkout based on weight, dimensions, destination, and shipping method.
- Standard Orders (Stock Items):We guarantee to arrange shipment within 7 business days after payment is received.
- Customized Orders (Bulk Products): The production lead time is approximately 45-60 business days. Specific timing will be confirmed upon order finalization.
- Please note that processing times may be extended during peak sales periods. Your understanding is appreciated.
- All delivery time estimates are based on major metropolitan areas.
- Sea freight is our primary international shipping method. For urgent sample requests, please contact our sales team to inquire about our Express – Sample Air Freight option.
- Please be advised that we cannot guarantee exact delivery dates, as logistics may be affected by factors beyond our control, such as customs clearance and weather conditions.
- We strongly recommend that you receive and inspect all items before proceeding with any subsequent arrangements. This helps avoid issues caused by potential shipping or transit delays.
- For questions about shipping methods and timeframes, please contact our Sales Team: [email protected]
- For inquiries regarding the shipping status of dispatched orders, please contact our Customer Service Team: [email protected]
We have 21 years experience In Sanitary Ware ProductsOur factory in Jiangmen,and show room in Guangzhou.
Most of our goods have Watermark,Wels,WRAS,CE,UPC certification.
Hi friend, the payment term is 30% deposit, the balance payment should be paid before delivery for FOB business term.
Yes, expecially in the high sea freight cost time, we can offer professional mix loading solution to help client reduce cost.
Cada año desarrollaremos algunas nuevas gamas, le invitamos a ponerse en contacto con nuestro departamento de ventas para obtener los nuevos catálogos de nuevos artículos.
Somos una fábrica con más de 21 años de experiencia en la fabricación de artículos sanitarios, y nuestra fábrica está en Jiangmen, la oficina central y la sala de exposición están en Guangzhou, le damos una cálida bienvenida cuando esté disponible.
I can understand that you need to source the products which benefits you more, but the quality is totally different, we use the lead free material, the top brand components like the Neoperl aerator, Citec ceramic cartridge, Tucai hoses, also we do 48 hours acid salt-spray test to make sure the surface finish is durable and stable, the price is our advantages, but the quality and service are, I suggest that you can buy a sample to check the quality first.
Yes, our products are suitable for wholesale and retail, in fact, we have provided them to a lot of wholesalers and retailers in the worldwide, some of the customers start with other business like the tiles, bathtubs, basins, etc, after they start business with us, the brass sanitary wares become their main business.
El depósito es necesario para procesar los pedidos, ya que necesitaremos el pago para reservar el material y organizar la producción. Si no desea pagar el depósito cada vez, podemos aceptar un depósito fijo y el saldo antes de la entrega para cada lote de envío.
Para grifos de cocina con un uso intensivo, el acabado más duradero es, sin duda, el recubrimiento PVD. Watersino utiliza tecnología avanzada de recubrimiento PVD para grifos para crear colores clásicos como el níquel pulido. La capa de PVD es extremadamente resistente al desgaste, a la corrosión y a los arañazos, soportando fácilmente el desgaste diario en la cocina y la exposición a productos químicos, garantizando que los acabados de sus grifos luzcan como nuevos año tras año. Es la opción ideal para soluciones duraderas y sostenibles.
The 15-year main functional warranty covers the copper body, handle, and related decorative copper/stainless steel parts.
The 7-year warranty accessories include: water-saving aerator, hot and cold water inlet pipes, valve cores, etc.
PVD (Polydioxide Dissolved) technology differs from water-based plating and baking paint processes. PVD prioritizes color adhesion. Our product’s color coating thickness ranges from 3-8μm. In PVD, excessively thick coatings lead to poor adhesion and surface peeling. Our coatings have passed 48-hour acidic salt spray tests and 200-hour neutral salt spray tests.
Depending on the characteristics of different colors and processes, we use a professional colorimeter to calibrate colors, controlling L/A/B values within ±2.
Our PVD colors include rose gold brushed, gold brushed, gunmetal brushed, etc. Our water plating processes include matte black, off-white, chrome plating, nickel plating brushed, etc.
Absolutely yes. Providing customized services is one of our core strengths.
Appearance Customization: We offer a variety of surface finishes tailored to your requirements, including brushed nickel, chrome, black gold, PVD rose gold, and antique bronze.
Design and Function Customization: We support OEM and ODM collaborations. You can provide your design drawings, and we’ll handle proofing and production.
Alternatively, our professional R&D team can design and develop new products tailored to your market needs. From concept to finished product, we provide full support.
Absolutely. This is precisely the core advantage of our ODM services. We have a professional engineering and design team that can provide a one-stop product development solution, starting from your concept, sketches, or market positioning, encompassing industrial design, structural engineering, 3D modeling, and prototyping, turning your ideas into reality.
Yes. We support development and improvement based on reference samples. Please ensure that the references you provide do not infringe on third-party intellectual property rights. Our engineering team will analyze the structure and process, and based on our manufacturing experience, provide you with manufacturability analysis and cost optimization, performance improvement solutions.
The sample cycle depends on the complexity of the product. For standard faucets, it is usually around 25-35 days; for complex thermostatic shower systems or uniquely designed products, it may take 40-50 days. After the project starts, we will provide you with a detailed development timeline.
OEM: You provide complete product design drawings and technical specifications, and we strictly adhere to them during production, ensuring quality and consistency. We focus on precision manufacturing.
ODM: You provide concepts or requirements, and we offer a full-process service from market research, design and development, manufacturing to testing. We focus on innovation and solutions.
Our capabilities cover the full range of bathroom hardware, from faucets and showerheads to bathroom accessories, possessing complete casting, machining, polishing, electroplating, and assembly capabilities.
We understand the importance of market validation and therefore support small-batch trial orders. The specific minimum order quantity (MOQ) can be negotiated based on the product type. We are willing to take the first step with potential partners.
After bulk order confirmation, the typical production and delivery cycle for standard products is 45-60 days. For large-volume or particularly complex orders, the cycle may be longer. We will develop a clear production plan for each order and update the progress regularly.
Yes, absolutely. We support complete customization of packaging box design, inner lining structure, and product markings to ensure brand consistency. You only need to provide the relevant design drafts and specifications.
Yes. We are happy to cooperate with your inventory management and sales strategies to negotiate and develop a phased delivery plan. This helps you optimize inventory costs, and we will organize production and shipments systematically according to the plan.
We can offer exclusive collections, but we have requirements regarding annual purchase volume and amount.
If exclusivity is required after the model and color are determined, we will draft an exclusivity statement and agreement.”
This depends on who completes the custom design. If we pay for the mold,
we retain ownership of the mold forever. If you pay for the mold, then the mold belongs to your company
We are ISO9001/ISO45001 and ISO54001 certified.
We accept quality inspections by third-party testing companies before shipment, and many of our clients also hire third-party companies for quality inspection. Please provide detailed testing requirements before confirming an order to avoid disputes over quality inspection standards later.
Our own colors all have standard color charts for calibration. For customer-customized colors, we retain color samples to ensure color consistency in every shipment
Yes, our OEM products will use Citec valve cores, thermostatic products will use original imported Vernet valve cores, and Neoperl brand water-saving devices and Tucai inlet pipes.
At Watersino, sustainability is an integral part of our corporate responsibility:
Water-efficient design: We focus on developing and promoting efficient, water-saving faucets and showerheads, helping end users reduce water consumption.
Environmentally friendly materials: We prioritize high-quality, recyclable copper and low-lead materials to ensure our products are healthy and environmentally friendly.
Green manufacturing: We are committed to reducing energy consumption and waste throughout our production processes, and we recycle any production waste.
Most of watersino’s goods have Watermark,Wels,WRAS,CE,UPC certification.
At Watersino, the core of our faucet valve bodies is crafted from a uniquely formulated NZR-free and lead-free natural brass. This material choice is fundamental to delivering unparalleled water safety and long-term reliability.
Here’s how it works:
Ensuring Water Safety:
By rigorously excluding nickel (Ni) and lead (Pb), our brass material prevents these harmful heavy metals from leaching into your drinking water.
This commitment to purity allows our products to meet and exceed the world’s most stringent drinking water safety standards, including NSF/ANSI 61.
Guaranteeing Durability & Longevity:
The exceptional purity of the material grants it excellent corrosion resistance. It stands up to water corrosion and scale buildup, ensuring consistent performance over time.
This inherent robustness significantly extends the product’s lifespan and enhances overall operational reliability, reducing the risk of leaks and failures.
In short, our special material is not just about safety; it’s a core investment in a more durable and dependable product for your home.
While many brands use standard brass to reduce costs, Watersino’s insistence on premium NZR-free and lead-free natural brass is a non-negotiable core commitment. This choice defines our brand and stems from two key differentiators:
- An Uncompromising Standard for Water Safety
Ordinary brass can leach trace amounts of heavy metals like lead and nickel into water over time. For Watersino, “safe enough” is not sufficient. By eliminating these contaminants from the source material, we provide a fundamental guarantee for your drinking water’s safety and ensure compliance with the world’s most rigorous certifications, such as NSF/ANSI 61. We believe what touches your water should be as pure as the water itself.
- A Commitment to Superior Long-Term Value
While the initial cost of our material is higher, it delivers exceptional long-term value through enhanced durability and reliability.
Purer Material, Superior Corrosion Resistance: The absence of impurities makes the brass itself more stable and significantly more resistant to corrosion and scaling.
Extended Lifespan & Consistent Performance: This inherent robustness prevents common issues like leaks and mineral buildup, ensuring smooth operation for years and ultimately reducing the need for replacements.
For Watersino, this isn’t just a material choice—it’s the foundation of our promise to deliver a safer, more reliable, and truly durable product for your home.
We ensure electroplating quality through end-to-end quality control:
Precision Pre-treatment: Utilizing fully automated ultrasonic cleaning ensures the substrate is free of stains, laying the foundation for high-quality electroplating.
Standard Electroplating Process: Strictly adhering to a multi-layer electroplating process of “copper + nickel + chromium,” where the nickel layer is crucial for corrosion resistance, and its thickness and uniformity are rigorously monitored.
Automated Production: Fully automated electroplating lines precisely control various parameters, minimizing human error and ensuring batch consistency.
Our electroplated products strictly adhere to standards exceeding industry norms:
Regular Products: Pass ≥48 hours of neutral salt spray testing, showing no rust or peeling.
High-end Products: Pass ≥72 hours of acidic salt spray testing, meeting more demanding usage environments.
Some of our products already have UK Wras and CE certifications, meeting KIWA standards. We can apply for Kiwa certification for our clients if needed.
We can provide material composition reports for DZR low-lead brass, low-lead brass, and H59-1 brass; for stainless steel, we can provide SS304/SS316.
The EN1111 shower report is a mandatory test for CE certification; we will randomly select models of our CE-certified products to have this report.
For routine shipment testing, we conduct 100% testing at 1 bar and 10 bar high and low pressure; for concealed installations, we will randomly select models for 35 bar pressure testing.
We can provide coating testing including 48-hour acid salt spray test, hot and cold water bath test, cross-cut adhesion test, sand drop test, and chemical tests.
Our products strictly adhere to international authoritative standards in the field of drinking water safety. For example, products exported to Australia meet AS/NZS 4020 standards, and products for North America meet NSF/ANSI 61 standards, comprehensively ensuring the material safety of water-contact components.
To ensure water safety, all water-contact parts of this product are made of low-lead brass.
In critical water flow channels, we used low-lead brass to minimize the risk of lead leaching.
Material Description: The water-contacting parts of the product strictly adhere to low-lead standards, using high-quality low-lead brass. Non-water-contacting parts are made of other materials depending on functional requirements.
Thank you for choosing Watersino! To ensure optimal performance, we recommend professional installation. Alternatively, you can follow the guide below for self-installation.
Simple Installation Steps:
Watch the installation video first
Prepare tools and check all parts against the manual list.
Clean the countertop cutout and apply waterproof sealant if required.
Insert the faucet, secure the mounting nuts from below, and connect water lines (avoid over-tightening).
Turn on the water supply and carefully check all connections for leaks.
Wish you a smooth installation! Contact our customer service center if you need assistance.
Thank you for choosing Watersino! To ensure optimal performance, we recommend professional installation. Alternatively, you can follow the guide below for self-installation.
Watch our installation video
Verify pipe position and wall strength
Connect water lines securely
Mount faucet firmly to wall
Test thoroughly for leaks
Contact customer service if needed.
This is usually caused by improper winding of the hose after use or by the weight causing it to become stuck. Check if the hose hangs naturally vertically and clean any creases. If the problem persists, the retraction spring may be weak, requiring contact after-sales service for replacement.
Our standard PVD color warranty is 3 years, but under normal use and maintenance and without human-caused scratches, the surface treatment can reach a standard of 6 years. The water-coating surface treatment warranty is 1 year, and experimental data shows it can maintain a service life of over 3 years!
It’s recommended to close the inlet valve, drain the water from the pipe, and wipe the surface dry with a soft cloth. If it won’t be used for an extended period, run the water for a short time periodically (e.g., once a month) to prevent the seals from aging and scale buildup.
Please provide the specific product model and installation space dimensions. Customer service will check the feasibility for you. Some models support compact designs and can provide customized solutions.
Yes. Original parts are available from the official website or authorized dealers. Please provide the product model so we can match the correct parts.
Contact customer service and provide the model number and a photo of the old valve core. Customer service will guide you in selecting the appropriate valve core.
Highquality models like Watersino’s last 10+ years with minimal maintenance.
Watersino products typically offer:
15 years for the main body
7 years for components
3 years for the surface finish. Please refer to the product manual or proof of purchase for specific details.
High-quality electroplated surfaces are typically guaranteed for 3 years. Damage caused by human error, scratches from hard objects, chemical corrosion (such as from strong acid or alkali cleaners), or damage caused by improper installation or use is not covered by the warranty.
Yes. Watersino provides technical briefings, installation plan review, and on-site guidance services for project clients. Advance appointments with the project sales team are required.
We offer training services for engineering clients and installation teams, including online tutorials or on-site training. Specific arrangements will need to be discussed with the project manager.
Yes. Contact customer service or a sales representative before your order is shipped to combine spare parts orders and reduce logistics costs.
Watersino maintains safety stock of commonly used spare parts such as valve cores and aerators to ensure the needs of urgent orders. Please confirm specific stock availability with customer service.