FAQ

Frequently Asked Questions

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

1. Delivery

Q: How much does delivery cost within Singapore?
A: Delivery charges depend on the products in your order:

• Shower systems with Delivery Only: S$35 per order, regardless of the number of shower systems purchased. This is a single charge per order, not per system, and is not waived when two or more systems are purchased.
• Shower systems with Deliver & Install: Delivery is included in the selected option price, unless the same order also contains a Delivery Only shower system.
• Orders containing only hand showers, accessories or replacement filter cartridges: S$3.88 per order below S$30, with complimentary delivery from S$30 after discounts.

The S$30 qualifying amount is based on the combined merchandise subtotal after product, promotional and order discounts, before delivery charges. Multiple cartridge packs can qualify when their combined subtotal reaches S$30 after discounts. This threshold does not waive delivery charges for Delivery Only shower systems.

Q: What if my order contains both Delivery Only and Deliver & Install shower systems?
A: A single S$35 delivery charge applies whenever an order contains any Delivery Only shower system, even if another system in the same order includes installation. Any applicable delivery charge is added separately at checkout after product and installation discounts.

Q: Is there an extra delivery charge for hand showers or cartridges purchased with a shower system?
A: No. Hand showers, accessories and replacement filter cartridges purchased together with a shower system do not attract an additional delivery charge. The order is charged S$35 if it contains any Delivery Only shower system. If all shower systems in the order have the Deliver & Install option, delivery is included.

Q: How long will delivery take?
A: In-stock orders are generally processed within 1–3 business days after payment and order confirmation, followed by 3–5 business days for delivery after dispatch. Please allow approximately 4–8 business days in total for in-stock orders, subject to stock availability.

Business days exclude weekends and Singapore public holidays. These timelines are estimates and may vary depending on product availability, order volume and logistics arrangements. Installation appointments are arranged separately and are not guaranteed within the delivery period.

Pre-order or out-of-stock products generally require approximately 3–4 weeks for fulfilment, unless a different estimated timeline is 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 may be purchased in separate cartridge packs through the Rivo website, subject to current stock availability. Use cartridges specified for Air8 to ensure correct fit and performance.

5. Shower-System Certification, Installation and Compatibility

Q: Are Rivo shower systems certified for use in Singapore?
A: Yes. All shower-system models in our current range have completed the required certification and carry a two-tick label under PUB's Water Efficiency Labelling Scheme (WELS).

WELS registration applies to the registered shower tap and mixer model and configuration. Please refer to the label for the exact model and colour you select, including its registration number and stated water consumption.

Q: What does a two-tick WELS label mean?
A: The WELS tick rating indicates water efficiency, based on the product's assessed water consumption under specified test conditions. The label states the registered model's water consumption in litres per minute.

Rivo rain showers are designed for a gentle rainfall experience. Actual flow and spray performance depend on the incoming water pressure, available flow, water heater and plumbing arrangement. The WELS rating does not guarantee a particular water pressure or spray strength in every home.

Q: Can Rivo shower systems be installed in HDB flats?
A: Yes. Our certified shower systems can be installed in HDB flats with a suitable plumbing and water-heating arrangement. Compatibility depends on your existing connections, heater type, available water pressure and flow, and the space available for the selected model.

Complete Rivo shower systems require a compatible storage heater or multipoint central water-heating system and are not suitable for instant water heaters. Your installer should confirm site suitability before installation. Where regulated plumbing work is required, engage a PUB Licensed Plumber.

Q: Where can I check the WELS label for my selected model?
A: Please check the relevant shower-system product page or contact Rivo for the model-specific label and certification details before ordering. The label must correspond to the model, colour and registered configuration you are purchasing.

Q: How should a Rivo shower system be installed?
A: For safe and reliable installation, Rivo shower systems should be installed by a qualified installer or plumber. Any regulated plumbing work must be carried out by a PUB Licensed Plumber.

For eligible Rivo shower systems, the Deliver & Install option includes standard installation through a third-party installation partner at S$88 per shower system. This amount is already included in the displayed price of that option and is not charged again on top of the selected variant price. Delivery is included for these systems, subject to the mixed-order delivery charges explained in Section 1. For qualifying multi-unit orders, the 8% discount also applies to the standard installation included in the selected option price. Any applicable delivery charge is excluded from that discount.

Installation is subject to confirmation of site suitability, model eligibility and the applicable installation requirements. Appointments are arranged separately, subject to installer availability and confirmation of site suitability. The estimated delivery period does not guarantee installation within the same period.

Additional plumbing, modification or rectification work, where required, may incur separate charges. Customers may also engage their own qualified installer.

Q: What is the offer for purchasing two or more shower systems?
A: Purchase two or more eligible shower systems in one order to receive 8% off all eligible shower systems in that order. The discount applies automatically to the applicable website prices, including standard installation already included in any selected Deliver & Install option.

You may purchase the same model or different models, with Delivery Only, Deliver & Install or a combination of both. If the order contains any Delivery Only shower system, a single S$35 delivery charge is added after the discount and does not receive 8% off. If all shower systems are selected as Deliver & Install, delivery is included. This offer cannot be combined with other product, order or shipping discounts.

Q: Do installation, hand showers or accessories count towards the minimum of two units?
A: Each shower system counts as one unit, including a system purchased with installation. Hand showers, accessories and replacement filter cartridges do not count towards the minimum of two shower systems and do not receive this discount.

For example, one shower system plus one hand shower does not qualify. Two shower systems plus one hand shower qualify, with 8% off the two systems and their included standard installation where selected; the hand shower remains at its applicable website price.

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: Installation instructions or guidance are supplied with selected products where applicable. Existing customers may also contact our support team to request available information for a previously purchased product.

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 and is subject to the applicable warranty terms, exclusions and claim requirements:

• Rivo shower systems: Mechanical components, including supplied detachable mechanical accessories, are covered for manufacturing defects for 2 years. Electrical and electronic components are covered for manufacturing defects for 6 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.

These warranty periods apply to new orders placed on or after 13 October 2026. Products purchased before this date remain subject to the warranty terms applicable at the time of purchase. Warranty coverage begins from the date of delivery unless otherwise confirmed by Rivo in writing.

Coverage applies to manufacturing defects only, subject to reasonable verification and assessment. A fault occurring during the warranty period does not, by itself, establish a manufacturing defect. Full terms, exclusions and claim procedures are stated on our Warranty Page.

Q: Do I need to register my purchase for warranty coverage?
A: No customer warranty registration is currently required. Please retain your order confirmation, invoice or other proof of purchase for warranty verification.

Q: What happens if a component develops a manufacturing defect during the warranty period?
A: Where a covered manufacturing defect is confirmed within the applicable warranty period, Rivo will supply a replacement for the affected component without charging for that component. This includes a replacement mixer where the mixer is confirmed to have a covered manufacturing defect.

Removal and installation labour is normally chargeable unless Rivo has agreed otherwise in writing or applicable law requires Rivo to bear the cost. If the original component is unavailable or replacement is not suitable, Rivo will arrange an appropriate alternative resolution in accordance with the Warranty Page and applicable law.

Q: Is mixer damage caused by sediment or rust covered?
A: Damage or failure caused by sediment, water-borne rust particles, mineral deposits or debris from the water supply or existing pipework is excluded from this voluntary warranty, even within the warranty period. Such deposits may cause blockage, leakage, stiffness or deterioration of the mixer or cartridge over time.

Claims are assessed according to the cause of the fault. Deposits or rust do not automatically exclude an unrelated manufacturing defect. Corrosion caused by a confirmed manufacturing defect remains eligible for assessment under the applicable warranty terms.

Q: How do I submit a warranty claim?
A: Contact Rivo by email or through our official WhatsApp channel. Please provide your proof of purchase, product model and colour, delivery date, a description of the fault, and clear photographs or a short video. For shower-system issues, include details of your water heater and installation.

We may begin with remote troubleshooting before arranging a replacement or onsite assessment. Please do not dismantle or repair internal components without Rivo's guidance. Refer to the Warranty Page for the complete claim procedure.

Q: Can I purchase replacement parts?
A: Replacement parts and accessories may be available depending on the product model, colour, required component and current availability. 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: A covered replacement component is supplied without a charge for the component. Plumbing labour for removal and installation, onsite attendance, transportation and related work are normally excluded from this voluntary warranty unless included by Rivo in writing or required by applicable law. All proposed charges will be disclosed and accepted before chargeable work proceeds.

No assessment charge will ordinarily apply where an onsite visit confirms a covered manufacturing defect. This is separate from removal and installation labour. Where repair or replacement is required under applicable Singapore consumer law, Rivo will bear the necessary costs required by that law, including labour, materials and postage.

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: For selected shower-system models, certain components or configurations may be adjusted depending on current product availability, site requirements, product compatibility and component availability.

Possible options, where available, 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. Any change must also be checked against the applicable certification and WELS-registered configuration before it is offered or supplied.

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, warranty 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.