FAQ

Frequently Asked Questions

Find answers to common questions about Rivo delivery, AscendSpray hand showers, shower systems, installation, maintenance and warranty support.

1. Delivery

Q: How much does delivery cost within Singapore?
A: Standard Singapore delivery is S$3.88 per order. Complimentary delivery applies automatically to orders of S$30 and above. This includes eligible hand showers, accessories, replacement cartridges and shower systems.

Q: How long will delivery take?
A: In-stock orders are generally processed within 1–3 business days before dispatch. Delivery timelines may vary depending on product availability, order volume and logistics arrangements.

Pre-order or out-of-stock products may require a longer fulfilment period. The estimated timeline will be indicated on the relevant product page or communicated before the order is confirmed.

Please refer to our Shipping Policy for the latest delivery information.

Q: Do you deliver outside Singapore?
A: We currently provide standard delivery within Singapore. For delivery enquiries to Malaysia, please contact us before placing your order. Product availability, delivery charges and fulfilment arrangements will be assessed on a case-by-case basis.

2. Choosing an AscendSpray Hand Shower

Q: What is the difference between Claris4, Pulse8 and Air8?
A: Each AscendSpray model is designed around a different everyday priority:

• Claris4 is designed for easier spray-outlet maintenance, with integrated cleaning pins that help dislodge deposits from the nozzles.
• Pulse8 offers eight versatile spray modes for customers who value greater spray variety and a fuller-feeling flow.
• Air8 combines eight spray modes with a replaceable chlorine-reducing filter cartridge.

Q: What is included with my hand shower?
A: Package contents vary according to the selected product, set option and colour. Some options include only the hand shower, while others may include a shower hose, wall holder, hook or additional Air8 filter cartridges.

Please review the selected variant and package-contents information on the product page before placing your order.

Q: Will an AscendSpray hand shower improve weak water pressure?
A: Pressure-enhancing and flow-focused designs may create a fuller-feeling or more concentrated spray. However, a hand shower cannot increase the source pressure or water volume supplied by the property.

Actual performance depends on the incoming water pressure, available flow, water heater, hose and plumbing conditions.

Q: Can I use an AscendSpray hand shower with an instant water heater?
A: Yes. Claris4, Pulse8 and Air8 may be used with a compatible existing instant-heater shower hose, subject to the heater's operating requirements and the available water pressure and flow.

This differs from complete Rivo shower systems, which are not designed for use with instant water heaters.

3. Hand-Shower Compatibility and Installation

Q: Will a Rivo hand shower fit my existing shower hose?
A: All Claris4, Pulse8 and Air8 hand showers, together with Rivo-supplied shower hoses, use a standard G1/2 threaded connection commonly used for household shower hoses.

They are compatible with most standard shower-hose connections in Singapore, including many hoses used with instant water heaters. Customers with proprietary, recessed or non-standard fittings should check their existing connection before ordering.

Q: How do I install an AscendSpray hand shower?
A: In most cases, installation can be completed by unscrewing the existing hand shower and attaching the new Rivo hand shower to the compatible G1/2 hose connection.

• Ensure that the rubber washer is positioned correctly inside the hose connector.
• Attach the hand shower securely by hand.
• Avoid overtightening with pliers or other tools.
• Turn on the water and check the connection for leakage.

If the existing hose, washer or connection is damaged or unusual, please engage a qualified plumber or replace the affected component before use.

Q: Does Rivo provide installation for hand showers?
A: We do not provide a standalone installation service for hand showers. AscendSpray hand showers are designed for straightforward self-installation onto a compatible G1/2 shower hose.

Q: What should I do if the hand-shower connection leaks?
A: Turn off the water and confirm that the rubber washer is correctly seated inside the hose connector. Reattach the hand shower securely by hand without using excessive force.

If the leak continues, inspect the hose, washer and threaded connection for wear or damage. Leakage from an existing hose, washer or plumbing connection may not indicate a defect in the hand shower itself.

4. Air8 Filter Cartridge

Q: What does the Air8 filter cartridge do?
A: Air8 uses a replaceable chlorine-reducing filter cartridge designed to help reduce residual chlorine in shower water.

Filter performance varies according to incoming water conditions, water temperature, flow rate, household usage and cartridge condition. Air8 is not intended to replace a whole-home water-purification system or serve as a medical device.

Q: How often should I replace the Air8 filter cartridge?
A: Replacement is generally recommended every 3–6 months. Actual cartridge life depends on water conditions, temperature, flow rate, frequency of use and household usage.

Q: Why has the Air8 water flow become weaker?
A: Reduced flow may occur when the filter cartridge becomes used, saturated or obstructed. Replace the cartridge and check the hose, washer and connections for blockage before reporting a product fault.

A reduction in flow caused by normal cartridge use or blockage is not considered a manufacturing defect.

Q: Are replacement Air8 filter cartridges available separately?
A: Yes. Replacement Air8 filter cartridges are available in separate cartridge packs through the Rivo website, subject to stock availability. Use cartridges specified for Air8 to ensure correct fit and performance.

5. Shower-System Installation and Compatibility

Q: How should I install my new Rivo shower system?
A: For safe and reliable installation, Rivo shower systems should be installed by a qualified installer or plumber.

Rivo may arrange standard installation through a third-party installation partner for S$88, subject to confirmation of site suitability and installation requirements. Additional plumbing, modification or rectification work, where required, may incur separate charges.

Customers may also engage their own qualified installer.

Q: Can a Rivo shower system be used with an instant water heater?
A: No. Complete Rivo shower systems are not designed for use with instant water heaters. They are intended for compatible storage heaters or multipoint central water-heating systems with sufficient water pressure and flow.

Rivo-arranged installation is not available for shower systems connected to an instant water heater.

Q: Where should the hot and cold water supplies be connected?
A: For the standard configuration, the hot water supply should be connected to the left inlet and the cold water supply to the right inlet. Always refer to the installation guide supplied with the applicable model.

If the existing pipework differs from the required configuration, please consult a qualified installer before proceeding.

Q: Do you provide installation guides?
A: Yes. Installation instructions or guidance are supplied with the product where applicable. Additional product information may also be requested from our support team.

Q: What should I do if I experience a leak after installation?
A: Stop using the affected outlet and shut off the relevant water supply where it is safe to do so. Check that the connections are correctly installed and securely fitted.

Where installation was performed by a third-party installer, leakage at external connections may relate to installation workmanship, existing pipework or the supplied product. Contact your installer or Rivo with photographs and a short video so that the likely cause can be assessed.

Q: What should I do if the water flow is weaker than expected?
A: Check that the main water supply is fully open and that the shower outlets, inlet filters, hoses and connections are not obstructed.

Water flow may also be affected by the property's incoming pressure, heater capacity, pipework and the use of multiple outlets at the same time. Pressure-enhancing features may improve the spray experience but cannot create additional source pressure where the property's water supply is insufficient.

Q: Why does the real-time temperature display flicker?
A: On applicable models, the display is powered by water flow. Flickering may occur where the available pressure or flow is too low or inconsistent.

Check whether other major water outlets or appliances are operating at the same time and confirm that the shower-system supply is fully open. If the issue continues under normal flow conditions, please contact Rivo.

6. Maintenance and Product Care

Q: How should I clean my Rivo product?
A: Clean the product regularly using clean water, a soft cloth and, where required, a mild pH-neutral cleanser. Rinse thoroughly and dry the surface after cleaning.

Avoid using:

• Abrasive pads, brushes or scouring tools.
• Acidic, alkaline, chlorine-based or corrosive cleaners.
• Bleach, toilet cleaners or strong bathroom chemicals.
• Sharp tools that may scratch or damage the finish.

Q: How can I help preserve the surface finish?
A: Rinse away soap residue regularly and dry the product using a soft cloth. Avoid leaving cleaning chemicals on the surface and protect the product from cement, grout, renovation dust and construction chemicals.

Appearance may vary slightly between production batches, individual components, website photographs and different lighting conditions.

Q: Are easy-clean nozzles or cleaning pins maintenance-free?
A: No. Easy-clean silicone nozzles and integrated cleaning-pin features help make the removal of deposits easier, but periodic rinsing and manual cleaning may still be required depending on water conditions and usage.

Q: How should I remove scale or deposits from the spray outlets?
A: Gently rub flexible silicone nozzles using clean fingers or a soft cloth and operate any integrated cleaning mechanism in accordance with the product instructions.

Do not use needles, sharp tools or abrasive brushes, as these may damage the spray outlets.

7. Warranty and Replacement Parts

Q: What warranty coverage does Rivo provide?
A: Warranty coverage varies by product category:

• Rivo shower systems: Eligible core mechanical components are covered for 3 years, eligible electronic components for 1 year, and supplied detachable accessories for 12 months.
• AscendSpray hand showers: The hand-shower body and operating mechanism are covered for 12 months.
• AscendSpray accessories: Supplied shower hoses, wall holders, hooks and mounting accessories are covered for 6 months.
• Air8 filter cartridges: Filter cartridges are consumable items and are not covered for normal depletion, saturation or scheduled replacement.

Coverage applies to eligible manufacturing defects and is subject to the terms, exclusions and claim procedures stated on our Warranty Page.

Q: Is product registration required for warranty coverage?
A: No product registration is currently required. Please retain your order confirmation, invoice or other proof of purchase for warranty verification.

Q: Can I purchase replacement parts?
A: Replacement parts and accessories may be available depending on the product model, colour and component required. Please contact our support team with your order details, product model, photographs and a description of the required component.

Availability of an identical part or finish cannot always be guaranteed where a product has been revised or discontinued. Where appropriate, Rivo may recommend a compatible or reasonably equivalent alternative.

Q: Is discolouration, paint wear or surface damage covered?
A: Surface issues caused by a confirmed manufacturing defect may be eligible for assessment under the applicable warranty.

Normal ageing, gradual colour variation, scratches, dents, installation damage, chemical damage, abrasive cleaning and deterioration caused by unsuitable care are not considered manufacturing defects.

Q: Does the warranty include installation labour or delivery charges?
A: The product warranty covers the eligible Rivo product or component. Unless expressly confirmed by Rivo, it does not include plumbing labour, onsite attendance, removal, reinstallation, transportation or rectification of surrounding bathroom finishes.

Please refer to the Warranty Page for complete terms.

8. Payment

Q: What payment methods do you accept?
A: We accept the payment methods displayed at checkout on the Rivo website. Available methods may include credit card, debit card, PayPal and other supported secure payment options.

Q: Do you offer Cash on Delivery?
A: No. We do not currently offer Cash on Delivery.

Q: Is payment secure?
A: Payments made through the Rivo website are processed through supported third-party payment providers. Rivo does not directly store complete payment-card details.

9. Shower-System Configuration Options

Q: Can adjustments be made to a shower-system configuration?
A: Certain shower-system components or configurations may be adjusted depending on the model, site requirements, product compatibility and component availability.

Possible options may include:

• Alternative shower-bar lengths.
• Selected overhead shower configurations.
• Alternative hand showers or compatible accessories.
• Available product finishes or component combinations.

Any proposed change must be assessed and confirmed by Rivo before purchase. Configuration adjustments do not constitute fully bespoke manufacturing, and not every component can be substituted across every model.

Customers with an overhead obstruction, unusual inlet arrangement or specific height requirement should provide photographs and relevant measurements for assessment before ordering.

10. Additional Support

Q: How can I contact the Rivo support team?
A: You may contact us by email or through our official WhatsApp channel.

We aim to respond within one business day. Response times may be longer during weekends, public holidays or periods of unusually high enquiry volume.

To help us assist you efficiently with a product or installation enquiry, please include:

• Your order number, where applicable.
• The product model and colour.
• A clear description of your question or concern.
• Photographs or a short video where relevant.
• Details of your water heater and plumbing arrangement for compatibility enquiries.