FAQ
Frequently Asked Questions
Purchases and Orders
Can I purchase NERO products directly from the company? NERO Tapware operates as a wholesale supplier, and our products are sold exclusively through authorized distributors and retail outlets with an active account. Customers, individuals, and businesses can purchase products through one of our authorized distributors. To find
your nearest retail outlet, use the search feature on our website.
What prices are displayed on the website?
The prices shown on the website are the recommended retail prices (RRP) and include Goods and Services Tax (GST).
Can concealed in-wall internal components be purchased separately?
Some concealed internal components are available for purchase separately, and compatibility depends on the collection:
- Mecca and Bianca are compatible only with internal components.
- Dolce, Celia, and Ecco are compatible only with internal components.
- Opal and York internal components are not available for purchase separately and are sold only as part of complete sets.
- Zen and Pure are compatible only with L316 stainless steel internal components.
Can the hand shower head in a twin shower be changed?
Yes, it can. The modification must be requested through the distributor and specified in the purchase order to ensure the product is prepared as required. An additional cost may apply for this modification.
Product Availability
Where are the products available, and how can I check stock status?
We usually keep stock in our warehouses in Victoria and Western Australia. For more accurate availability information, please refer to the relevant product page on our website.
Shipping and Delivery
How long does delivery take?
Delivery times are approximate and are calculated from the date the order is shipped.
• 7 to 15 business days
What is the cut-off time for same-day shipping?
The cut-off time for receiving orders for same-day shipping is 12:00 noon. Orders received after this time will be shipped on the next business day.
Do you offer dropshipping directly to the customer?
No. As of July 1, dropshipping directly to the customer will no longer be available as a standard service.
What does this mean for my orders?
All orders will be processed and shipped through our standard order fulfillment procedures at our warehouses.
Returns
How can I return products?
All returns must be processed through the place of purchase. Individual customers should contact the point of sale directly, and products must be returned to the same place where they were purchased.
NERO Tapware does not accept direct return requests from individual customers.
Warranty and Technical Support
How can I submit a warranty claim?
You can submit a warranty claim by email or through the online warranty portal.
To ensure your request is processed quickly, we recommend using the online portal. After submission, our after-sales service team will review your claim and contact you if any additional information is required.
What information is required when submitting a warranty claim?
To assess your claim, please provide the following:
- Proof of purchase showing the purchase date and product details.
- Clear photos of the entire product and of the part where the issue appears.
- A brief description of the issue.
- In some cases, we may request a photo showing the marking or batch number on the product.
Providing all required information helps speed up the claim processing.
How long does it take to review a warranty claim?
Most claims are reviewed within a few business days of receiving all required information. If additional inspection or technical review is needed, the process may take slightly longer. Our team will keep you updated throughout the claim process.
Can spare parts be provided instead of replacing the entire product?
Yes, where appropriate, we may provide spare parts to resolve the issue instead of replacing the entire product. This option is often faster and easier for resolving the issue.
Who can submit a warranty claim?
A warranty claim may be submitted by the original purchaser, installer, distributor, or contractor. Submitting the claim through the original place of purchase may help speed up the verification process.
What if the warranty period has expired?
Even after the warranty period has expired, we may be able to assist you by providing troubleshooting guidance or spare parts at a reasonable cost, subject to availability.
Colors and Product Information
Do the finish colors match across different collections?
Our finishes are designed to be consistent across different collections. However, slight variations may appear due to differences in the base material, product shape, and lighting conditions.
If you need additional information or finish images, please contact us at [email protected]
What finishing technologies are used in the color range?
PVD: Brushed Gold, Brushed Bronze, Brushed Nickel, Aged Brass, Graphite, Gun Metal, PVD Black
Powder coating: Matte White
Electroplating: Matte Black, Chrome
Brushed Nickel (BN) finish:
The Brushed Nickel finish varies depending on the product’s base material:
- 304l and 316 l stainless steel products usually achieve the finish through mechanical surface treatment of the stainless steel, followed by the application of a high-quality protective fingerprint-resistant coating.
- L316 stainless steel features the natural brushed appearance of stainless steel and closely matches the color of PVD Brushed Nickel.
- Other materials such as brass, zinc alloy, and plastic: the Brushed Nickel finish is achieved using PVD or electroplating technologies.
Are your products lead-free?
All our products comply with current regulations relating to lead-free products. If you specifically require lead-free products, please ask the distributor to state this on the purchase order.
Please note that the lead-free requirement does not apply to all products, but only to products that come into contact with drinking water.
If you are looking for lead-free options within your range, the Zen and Pure collections, made from 316 L stainless steel, are a suitable choice.
Which products do you recommend for outdoor use?
For outdoor applications, we recommend the Zen and Pure collections, made from lead-free 316 L stainless steel, which offers excellent resistance to corrosion and weather conditions.
Can towel rails be shortened to the required length?
Yes. Towel rails in the Mecca Care and Zen collections can be shortened to the required length.
They can be cut using an angle grinder, hacksaw, or pipe cutter, then the edge should be smoothed with a file or grinding tool before being reinstalled into the end bracket.
Color Samples
How can I obtain samples of finish colors?
It is best to obtain color samples through your local point of sale, as they can provide color samples or order them for you.
Business professionals, interior designers, and architects can contact us directly, providing company details, to request samples via [email protected].
You can also submit a request through our website via the Architects and Designers section and select “Request Free Color Samples.” Requests are reviewed and processed by our management team.
Contact and Support
How can I contact NERO Tapware?
For inquiries and assistance, please contact us via:
Email [email protected] Phone / WhatsApp +966 55 105 4018