Help Centre

Better service starts with clear communication. Discover our upgraded FAQ section, featuring specialized solutions for faucets, shower systems, and bathroom hardware.

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Help Centre

Help Centre2

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:

email

Contact us by clicking the link below

list

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

review

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:

Jamstveni rok

Product CategorySpecific Items/ComponentsJamstveni rok
Faucet & Shower & Spray SetMain Body 15 Years
Components (Vernet Thermostatic Cartridge, Citec ceramic cartridge, Neoperl Aerator, Tucai hose)7 Years
Sensor tap & Sensor dispenserMain Body7 Years
Electrical parts 18 months
Bathroom Accessories,Waste, Flush Plate, Bottle Trap, Door hardwaresStructure7 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
Sudopera Structure15 Years
Surface finish- Brushed Stainless5 Years
Surface Finish- Brushed Gold, Gun Meta Brushed, Brushed Rose Gold3 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:

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.

Order Processing Time
  • 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.
Delivery & Transit Times
  • 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.
Kontaktirajte nas
  • 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]
Where is your factory?

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.

What is your payment method?

Hi friend, the payment term is 30% deposit, the balance payment should be paid before delivery for FOB business term.

Do you accept mixed loading in one container ?

Yes, expecially in the high sea freight cost time, we can offer professional mix loading solution to help client reduce cost.

Koji su novi proizvodi nedavno?

Svake godine razvijamo nekoliko novih asortimana, slobodno kontaktirajte našu prodaju za nove kataloge novih artikala.

Jeste li tvornica ili trgovačko poduzeće?

Mi smo tvornica s više od 21 godine iskustva u proizvodnji sanitarne opreme, a naša tvornica nalazi se u Jiangmenu, glavni ured i izložbeni salon nalaze se u Guangzhouu, srdačno vas pozdravljamo kada ste dostupni.

Zašto navodite cijenu toliko višu od one trgovačke tvrtke?

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.

Jesu li vaši proizvodi prikladni za veleprodaju i maloprodaju?

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.

Može li polog biti besplatan, a plaćanje mjesečno?

Za obradu narudžbi potreban je polog jer će nam trebati uplata za rezervaciju materijala i organizaciju proizvodnje. Ako ne želite plaćati polog svaki put, možemo prihvatiti fiksni polog i ostatak prije isporuke za svaku pošiljku.

Koja je najizdržljivija završna obrada za kuhinjsku slavinu?

Za često korištene kuhinjske slavine, najizdržljivija završna obrada je nesumnjivo PVD premaz. Watersino koristi naprednu tehnologiju PVD premaza za slavine kako bi stvorio klasične boje poput poliranog nikla PVD. PVD sloj izuzetno je otporan na habanje, koroziju i ogrebotine, lako podnosi svakodnevno habanje u kuhinji i izloženost kemikalijama, osiguravajući da završni slojevi vaših slavina izgledaju kao novi iz godine u godinu. Idealan je izbor za dugotrajna i održiva rješenja.

Could you specify what exactly is included in the 15-year body warranty?

The 15-year main functional warranty covers the copper body, handle, and related decorative copper/stainless steel parts.

Could you also specify what is covered under the 7-year accessories warranty?

The 7-year warranty accessories include: water-saving aerator, hot and cold water inlet pipes, valve cores, etc.

What is the PVD coating thickness (μm)?

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.

What is your acceptable ΔE (color deviation) tolerance per batch?

Depending on the characteristics of different colors and processes, we use a professional colorimeter to calibrate colors, controlling L/A/B values within ±2.

Are all finishes 100% PVD, or are some colors electroplated?

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.

Can you provide custom finishes or designs?

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.

We only have one concept: can you provide design and development services?

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.

Can we develop or improve upon existing products on the market?

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.

What is the typical cycle from design to sample production?

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.

What are the main differences and capabilities between our OEM and ODM services?

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.

Do you support small-batch trial orders to validate the market?

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.

What is the typical production cycle from order confirmation to delivery?

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.

Can product packaging and markings be fully customized?

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.

An you coordinate with our inventory plan for phased deliveries?

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.

Can you offer market exclusivity for The Netherlands & Belgium for the models we choose?

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.”

In case of custom designs, who owns the moulds?

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

Do you have ISO 9001 / ISO 14001 certification?

We are ISO9001/ISO45001 and ISO54001 certified.

Do you accept third-party inspections (SGS / Intertek) before shipment?

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.

Do you keep a retained color sample for each production batch for future re-orders?

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

Can you confirm that for our OEM line we will use CITEC / Vernet cartridges and Neoperl aerators only?

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.

What sustainable practices do you follow?

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.

What certifications do your products hold?

Most of watersino’s goods have Watermark,Wels,WRAS,CE,UPC certification.

What's special about the material of Watersino's faucet valve bodies? How do they ensure water safety and product durability?

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.

Compared to other brands, why does Watersino specifically insist on using NZR-free and lead-free natural brass?

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:

  1. 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.

  1. 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.

How do you guarantee electroplating quality?

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.

How many hours of salt spray testing can you achieve?

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.

Can you support the full KIWA certification process by providing?

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.

Material composition reports?

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.

EN817/EN1111 test reports?

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.

Pressure test results?

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.

Coating tests?

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.

Drinking water safety documents?

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.

Are all materials used lead-free / low-lead (<0.25%)?

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.

How to Install a Countertop Faucet?

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.

How to Install a Wall-Mounted Faucet?

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.

The hose of the pull-out faucet is difficult to retract. How can I restore it?

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.

Can the PVD surface warranty be increased from 3 years to 5 years for our OEM line?

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!

How should I maintain a faucet if it's not used for a long time?

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.

My installation environment is somewhat unusual (e.g., small cabinet space), can it be installed?

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.

Can I purchase faucet valve cores, aerators, hoses, and other accessories separately?

Yes. Original parts are available from the official website or authorized dealers. Please provide the product model so we can match the correct parts.

How do I purchase the correct replacement valve core for my product model?

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.

How long do thermostatic faucets last?

Highquality models like Watersino’s last 10+ years with minimal maintenance.

What is the warranty period for Watersino faucets/shower heads?

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.

How many years is the warranty for the electroplated surface? What situations are not covered by the warranty?

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.

Can you provide pre-project technical briefing support for large or complex projects?

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.

Can you provide product installation technical training for our project team or installation workers?

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.

Can spare parts orders be combined with our bulk orders to save on logistics costs?

Yes. Contact customer service or a sales representative before your order is shipped to combine spare parts orders and reduce logistics costs.

Do you have safety stock of commonly used spare parts to ensure rapid supply for our urgent needs?

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.

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Ostavite nam poruku o tome što vam je potrebno, kao što su katalog, uzorak i upute. Zajamčen je naš odgovor na vaše upite u najkraćem mogućem roku u roku od 24 sata.
*Svi vaši podaci su poštovani i zaštićeni u Watersinu.