FAQ
FAQ
General FAQ
Who is Nuwkem?
Founded in 2006, Nuwkem has more than 18 years of experience supplying professional washroom hygiene solutions to commercial facilities across South Africa and Africa. We provide dispensers, hygiene consumables and selected specialised equipment, while also developing our own premium Ticra™ range and partnering with trusted international brands. Our focus has always been on delivering reliable products, knowledgeable support and long-term customer relationships.
What products does Nuwkem supply?
Nuwkem specialises in professional washroom hygiene solutions for commercial facilities across South Africa. We supply dispensers, Ticra™-approved Rubbermaid soap refills, hygiene consumables, sanitary bins, hand dryers, smoking stands and selected specialised equipment that complements our Ticra™ hygiene solutions. We do not supply general cleaning chemicals or janitorial equipment such as buckets, brooms, mops, mopping trolleys, floor polishers, vacuum cleaners, brushes or similar cleaning products. If you’re looking for a specific product, our team will be happy to let you know if we can assist.
What is the Ticra™ range?
Ticra™ is Nuwkem’s premium own-brand range of commercial washroom dispensers and complementary hygiene solutions, designed for reliable performance in high-traffic environments. For the best results, Ticra™ products are intended to be used with Nuwkem’s recommended hygiene consumables. Alongside Ticra™, we also supply trusted international brands to meet a wide range of facility requirements.
Why should I choose Nuwkem over other hygiene suppliers?
Nuwkem offers more than just hygiene products. We combine over 18 years of industry experience with a carefully selected range of trusted brands, our own premium Ticra™ range, and a nationwide distributor network to provide reliable solutions for commercial facilities. From product advice and installation support to training and after-sales service, we’re committed to helping our customers find the right solution and get the most from their investment.
Can I buy directly from Nuwkem?
Yes. You can buy directly from Nuwkem through our online store. However, we also work with a trusted network of distributors, who may be able to offer preferential pricing and local support. If you’re unsure which option is best for you, our team will be happy to point you in the right direction.
Can I order through a distributor instead?
Yes. We encourage customers to order through one of our trusted distributors across South Africa and Africa. Our distributors offer local service, product advice, ongoing support and may also provide preferential pricing. Use our Find a Distributor page to fill in your details, so that we can put a distributor in touch with you.
How do I become a Nuwkem distributor?
If you’re interested in becoming a Nuwkem distributor, complete our distributor enquiry form. Once we receive your enquiry, we’ll get in touch to learn more about your business and explain the next steps.
Are your products certified?
Yes. Selected Nuwkem products carry relevant certifications, which are listed on their individual product pages. Simply visit the relevant product page to view the certifications or contact our team if you need further information.
Do your products come with a warranty?
Yes. Selected Ticra™ dispensers are backed by lifetime warranties, while other selected products include extended warranty coverage. If you’re unsure which warranty applies, simply ask our team before you buy.
Are your products eco-friendly?
Our products are designed to last longer, with extensive warranties – some even offering lifetime warranties – and extended battery life. Our dispensers are made to be bought once and mounted on the wall, and this is where the sustainability lies. On top of that, we offer products like our electricity-saving hand dryer, the Pulse Mop, which helps save water, the T-Cell, a non-battery-operated, non-aerosol air freshener, and the Urica Mat and Auto Cleaner, which use bacteria instead of chemicals for cleaning. The toilet paper and hand paper we offer are also locally sourced and made from either Triple Green pulp sourced from sustainable forestry or sugar cane.
Where are you located?
Nuwkem has offices in Germiston, Johannesburg, and Stikland Industrial, Cape Town. We serve customers throughout South Africa and across Africa through our distributor network. Contact us and we’ll put you in touch with the distributor nearest you.
How do I contact support?
Need assistance? You can reach us by phone, email or WhatsApp for product advice, technical help or support with an order.
Johannesburg office: 011 455 6307
Cape Town office: 021 001 4055
Email: getintouch@nuwkem.co.za
WhatsApp: +27 76 786 4155
Product Information FAQ
Do your hand dryers have HEPA filtration?
Yes. Selected Nuwkem hand dryers include HEPA filtration for improved air filtration and hygiene. If you’re unsure, our team can guide you based on your setup.
What is the difference between sachet and bulk-refill soap dispensers?
Sachet and bulk-refill systems both provide liquid soap, but they work differently.
Sachet systems use sealed refills that are replaced when empty, while bulk-refill dispensers are manually topped up. Sealed systems reduce contamination risk and are generally easier to manage.
Do you keep stock on hand?
Yes. We keep stock of most of our products to support quick and reliable delivery. However, some specialised products may have a longer lead time depending on demand and availability. For example, our bespoke Ember range is currently in high demand, and customers should allow approximately 3–4 weeks for delivery. If you need a specific product urgently, our team can confirm availability and expected lead times.
Can I request product samples before placing an order?
We don’t provide free samples. However, you’re more than welcome to request samples, but please note that they are chargeable.
Why do satin and black dispensers cost more than the white range?
The Crescent Silver and Graphite Black ranges are priced higher than the white range because they are professionally spray painted to achieve their premium finish. To ensure a high-quality, durable result, the coating process involves specialised preparation, multiple application stages and premium paint systems.
Ordering, Pricing & Delivery FAQ
What areas do you deliver or service?
We work with customers throughout South Africa and across Africa through our offices and distributor network. Our offices are based in Germiston, Johannesburg, and Stikland Industrial, Cape Town.
Do you export outside South Africa?
Yes. Nuwkem supplies customers across Southern Africa through our network of authorised distributors. We currently have distributors in Botswana, Eswatini, Mozambique, Namibia, Zambia and Zimbabwe. If you’re based outside these countries, contact our team and we’ll be happy to discuss the available options.
Can you assist with export documentation and commercial shipping requirements?
We don’t manage export documentation or commercial shipping requirements directly. We recommend working with a clearing agent who can assist with the necessary documentation and export processes. Alternatively, you can purchase through one of our distributors who already have the infrastructure in place to support export orders.
How long does delivery take?
Delivery times depend on your location, what you order and availability. We’ll confirm delivery timelines when your order is processed.
Is there a minimum order quantity?
No. There is no minimum order quantity. You can order the products you need through Nuwkem or one of our authorised distributors, whether it’s a single item or a larger commercial order. We offer free delivery within Johannesburg and Cape Town on orders over R2,500. Orders below this value are subject to a delivery fee. Deliveries outside these areas are sent via courier and courier charges will apply.
Can I open an account with Nuwkem?
Account applications are available for approved Nuwkem distributors. If you’re interested in becoming a distributor, complete our distributor enquiry form and our team will review your application and guide you through the next steps.
Can I pay by credit card?
You can pay online using a credit or debit card. Alternatively, you can make payment in person at our Johannesburg or Cape Town branches, where card payment facilities are available. If you need assistance with your payment or placing an order, our team will be happy to help.
Do you offer discounts?
Pricing depends on the products and quantities ordered. For the best pricing, we recommend purchasing through one of our authorised distributors, who may be able to offer preferential pricing, particularly on bulk orders. Contact us or use our Find a Distributor page to locate your nearest distributor.
Warranty & Guarantees FAQ
What does the warranty cover?
Warranty coverage depends on the product you purchase. To ensure your warranty remains valid, Nuwkem dispensers must be used with the recommended Ticra™-approved Rubbermaid refills and consumables, purchased directly from Nuwkem. This allows us to track your refill purchases and safeguard your warranty. Our team will explain the applicable warranty terms, including any inclusions or exclusions, before you purchase.
Are consumables guaranteed too?
Yes. Nuwkem consumables are designed to work with our dispensing systems and are backed by a quality guarantee. This ensures that the two components work together seamlessly. For more information about a specific consumable product, please visit the applicable product page on our website.
How do I claim under warranty?
To make a warranty claim, contact the Nuwkem team with your product details and proof of purchase where applicable. We’ll guide you through the process and let you know what information is required. Please note that using non-approved refills or consumables may void the warranty.
Installation & Support FAQ
Do you offer installation services, including for new businesses?
Yes. Installation services are provided through our network of authorised distributors. Whether you’re fitting out a new facility or upgrading an existing one, we can connect you with a distributor who can assist with product selection, installation and ongoing support.
Can you provide training after installation?
Yes. Our team can assist with product training after installation so your team knows how to use the products properly.
What after-sales support do you provide?
For distributors, we provide comprehensive after-sales support, including product training, installation and service training, as well as marketing support to help grow your business.
Repairs & Spare Parts FAQ
Can I replace just the cover on my older dispenser?
Depending on the dispenser model, you may be able to replace parts rather than the entire unit. Contact our team with details of your current dispenser, and we’ll advise on available options.
Do you supply spare parts for dispensers?
Yes, spare parts may be available for selected dispensers. We can help identify the right part and advise whether it’s worth repairing or replacing.
Can I use Nuwkem consumables in another brand’s dispenser?
Compatibility depends on the dispenser and refill system being used. If you have an existing dispenser, our team can help confirm whether Nuwkem consumables will work with it.
Can I buy replacement keys for dispensers?
Replacement keys may be available depending on the dispenser model. Share your dispenser details with us and we’ll let you know what options are available.
Is it worth repairing a damaged dispenser or should I replace it?
This depends on the condition, age and model of the dispenser. We can help you assess the damage and decide what makes the most practical sense.
Do you sell refurbished or second-hand dispensers?
No, we do not sell refurbished or second-hand dispensers. However, if you purchased your Ticra™ dispensers from Nuwkem, we may be able to refurbish them, provided they are in a condition suitable for refurbishment. Simply bring the dispensers to us for assessment, and we’ll advise whether refurbishment or replacement covers are the best option before providing you with a quotation.
Distributor Support FAQ
What support do distributors receive?
Nuwkem provides distributors with product access, technical support, installation guidance, product training, quoting support and marketing support. We equip our distributors with the tools, knowledge and resources they need to confidently serve their customers and grow their business.
