Frequently Asked Questions

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Filtration, tests and certification


  • What is removed from the water?

    Rust, dirt, silt and sediment
    Chlorine
    Natural organic matter
    Herbicides/pesticides
    Volatile organic compounds
    Microplastics over 0.6 microns
    Bacteria
    Find out more about the Water System here

  • How does the filtration work?

    The water system uses five stages of filtration to purify tap water.

    1. Two micro sediment filters remove particles
    A mesh filter traps big particles of dirt. The second sediment filter gets rid of smaller particles. This process also stops the main carbon filter from being inhibited by larger molecules increasing its life.

    2. An activated carbon filter absorbs chemicals
    The activated carbon filter uses charcoal treated with oxygen to open up millions of tiny pores between the carbon atoms. This allows ‘adsorption’ and removal of molecules in the water (such as chlorine).

    3. Pre-filter prevents scaly white flakes
    Our food-grade polyphosphate pre-filter separates calcium and magnesium minerals, so they can’t bond and form white flakes.

    4. UV lamp kills bacteria
    The water is exposed to light from a UV lamp, set to a bacteria-killing wavelength. UV adds nothing to the water, produces no tastes or odours, and takes seconds to be effective.

    5. Retains all the healthy minerals
    Unlike a water softener, our water filtration process stops scale forming but does not remove the healthy minerals dissolved in your water like calcium and magnesium.
    Find out more about the Water System here

  • Does the Water System remove Microplastics?

    Microplastics come from sources such as human-made clothing, toiletries, certain types of paint, and tyres. The Water System removes all particles larger than 0.6 microns from the water. The plastic particles in drinking water found in the most definitive tests at the State University of New York in 2018 were larger than a human hair which is on average 75 microns across.
    Find out more about the Water System here

  • Does the Water System stop limescale?

    Scale forms when calcium and magnesium bond, creating white flakes. It’s just a crystallisation of healthy minerals, although it’s not nice to drink. We use a food-grade polyphosphate pre-filter which separates the calcium and magnesium minerals from each other, meaning they cannot bond and don’t form white flakes. The result you get a crisp, clean, fresh cuppa every time.
    Find out more about the Water System here

  • Does the Water System remove Fluoride?

    Fluoride can occur naturally in water; however, in the UK, it is added to municipal water supplies. For some people, the addition of Fluoride is a contentious issue, although supporters argue its merit for example, helping to reduce tooth decay in children. Our filtration system is designed to keep naturally occurring minerals such as Calcium, Potassium, and Magnesium in the water, and so Fluoride, another natural mineral, remains in the water.
    Find out more about the Water System here

  • Does the Water System change the PH or Alkaline of the water?

    The Water System is designed not to add anything to the water, just filter out the bad stuff and retain the healthy minerals such as Calcium, Potassium, and Magnesium. As nothing is added to the water the water’s PH is not changed.
    Find out more about the Water System here

  • Does the Water System reduce the TDS (Total Dissolved Solids) in the water?

    Total Dissolved Solids or TDS is NOT an indicator of water purity or filter performance. Drinking water needs to retain a certain TDS level as this concentration includes many essential healthy minerals such as Calcium, Magnesium, and Potassium.

    The World Health Organization (WHO) states that a TDS of between 300 and 400 mg/L is good to excellent. Only when a TDS reading reaches above 1200 mg/L does the WHO state water becomes unacceptable.

    The Virgin Pure Water System is not designed to just remove ‘all particles’ from water but to provide a healthy and pleasurable drinking experience. This means beneficial minerals such as Calcium, Magnesium, and Potassium, which contribute to TDS concentration, are kept in the water. However, the activated carbon filter works by adsorbing chemicals such as chlorine, and the UV treatment kills bacteria that nobody wants to drink and has no health benefit.

    We want you to get the best of both worlds, benefits of the healthy minerals without the nasties.

    Find out more about the Water System here

  • Which professional bodies is Virgin Pure part of?

    Members of the Water Dispenser & Hydration Association
    As the leading association for the hydration industry, we are proud members of the WHA. The WHA promotes innovation in recognition of the Industry’s environmental responsibilities and compliance with the UK and European legislation.
    Find out more about the Water System here

  • What certification does the Water System possess?

    National Sanitation Foundation (NSF) Mark
    We are proud to possess the National Sanitation Foundation (NSF) mark. Manufacturers, regulators, and consumers look to NSF International to develop public health standards and certification programs that help protect the world’s food, water, consumer products, and the environment. The NSF mark is your assurance that the product has been tested by one of the most respected independent certification organizations in existence today.
    Find out more about the Water System here

Energy use


  • Does the Water System need to be permanently switched on?

    No, you only use the energy you need by setting the Water Systems energy-saving mode. You set your system to wake-up when you need it and power down when you don’t, and so you never use more power than you need to.

    Find out more about the Water System here

  • How much power does the Water System use?

    Everyone uses their Water System differently, and so we can’t give you a definitive, one-size-fits-all answer.
    But to help, we enlisted the help of the Water Regulation Advisory to conduct independent tests against a domestic kettle to provide a handy comparison.

    Testing:

    • Filling 4 mugs per day with boiling water
    • Allowed 8 hours per day for the Water System to be in energy-saving mode
    • Included all power used by the Water System when not being used to dispense water

    Testing found that the Water System returned an average energy usage of 0.05 kWh peruse or 128.44 kWh per year. In comparison, the kettle returned an energy usage of 0.11 kWh peruse or 169.43 kWh per year.

    That’s 32% less power used by the Water System

    Find out more about the Water System here

Performance


Size and controls


  • Is the Water System safe for children to use?

    Yes, thanks to the secure child lock function, children can dispense cold water but never hot.
    Your engineer will set up this feature and so to dispense hot water with the child lock turned on, you need to hold both hot and cold simultaneously for at least 2 seconds.

    Find out more about the Water System here

  • What are the dimensions of the Water System?

    The Water System is designed to comfortably fit onto any countertop regardless of kitchen size and design. Also freeing up valuable fridge space and not occupying cupboard space.

    Water System Dimensions

    Find out more about the Water System here

  • Where are the controls and how do they work?

    Controls are located in 2 areas – the easy-to-use front-facing controls, which require a simple tap to dispense water. The control panel, which allows you to set up all the innovative features, is hidden from view under the easily removable top cover.

    Front Facing Controls


    Main Control Panel


    Find out more about the Water System here

Packages & payment options


  • How do I know which package is right for me?

    We recommend taking our quick quiz here which is designed to match you to the right package.

    View the packages

  • What is Splitit?

    Splitit is our preferred payment partner enabling customers to pay for purchases with an existing Debit or Credit card by splitting the cost into interest and fee-free monthly payments, without additional credit checks, registrations or applications

    Find out more about the Water System here

  • What payment options do you offer home customers?
    Upfront

    Pay upfront for the Water System with a one-off payment with any major credit or debit card.

    Equal monthly instalments using a Debit Card with Splitit

    Spread the cost interest-free using a Debit Card with no credit checks or applications. You need 60% of the transaction value available on the card when ordering, which will be used as a security check but not charged – you only pay the first instalment today. Watch the video below to find out more about monthly debit card instalments

    Monthly instalments using a Credit Card with Splitit

    For security purposes you must have the entire transaction value available on the credit card when ordering; however, you will only be charged for the first instalment today and then in equal monthly instalments.

    Watch the video to find out more

    Find out more about the Water System here

  • How does the monthly Splitit Debit Card option work?
    1. Step 1: At the checkout select pay monthly with a debit card choosing 6 or 12 months
    2. Step 2: You will be directed to the Splitit checkout to complete the order
    3. Step 3: Fill in your card details
    4. Step 4: Splitit will verify your Debit Card by authorising 60% of the total order. You will see a transaction for this value on your bank statement which will be immediately refunded. This payment is never taken and will always be refunded back to you.
    5. Step 5: The first monthly instalment is taken today
    6. Step 6: The remaining payments will be taken on the same date, every month until the plan is complete

    Watch the video to find out more

    Find out more about the Water System here

  • If I choose to pay monthly with a Debit card when do I make the payments?

    Here’s an example (price may vary):

    • You select a Water System for £279.99 and choose to pay over 12 monthly instalments
    • 60% of the total order value £167 will be authorised and instantly refunded. You pay £23.99 today
    • You make 11 further monthly payments of £23.99 from the Debit Card selected
    • Home Water System order total £279.99 paid and the plan ends

    Watch the video to find out more

    Find out more about the Water System here

  • Is installation included in the cost?

    Installation and your first filter and the first UV lamp are always included in the cost for all of our packages.

    Find out more about the Water System here

  • Is the payment for the WaterCare+ service different from buying the Water System?

    If you choose the Smart Package, the £12.95 WaterCare+ service is paid monthly by Direct Debit, and is set-up separately to any Splitit monthly plans used to purchase the Water System. WaterCare+ is separate from buying the Water System and includes all of your on-running replacement filters and UV lamps, repair and replace service and reinstalls if you move home for extra convenience.

    View the packages

  • What about for Businesses?

    We offer a special business package and you can find more information here

    Find out more about the Water System here

  • What if I change my mind and have set up a monthly plan?

    No problem. Let us know within 30 days of installation and we’ll come and collect the System free of charge.
    Your payment plan will be cancelled and anything you have paid so far will be refunded in full with no extra charges.

    Find out more about the Water System here

  • What is the difference between the 3 Home packages?

    The Smart package is best for heavy water drinkers and families. It includes your Water System, installation and a subscription to our WaterCare+ service which covers all of your replacement parts, and regular servicing. The Smart Package is the best value for money and the most convenient.

    The Basics or Essentials package includes your Water System, first filter and UV lamp and installation with replacement parts and extended warranty then ordered on a pay-as-you-go basis.

    To find out more, watch the video below or take our quick quiz here to help find the best package for you.

    View the packages

Delivery and Installation


  • Can I install the System myself?

    Virgin Pure Water Systems can only be installed by one of our Virgin Pure technicians. Your Water System must be installed professionally to ensure your warranty is validated.

    Explore the packages and shop here

  • Can you install on Granite and other worktops?

    Absolutely! Granite and pretty much any surfaces such as Quartz are no problem for our team of skilled technicians. They’ve had all sorts of specialist training, and they’re impressively equipped. Granite, marble, and Corian worktops – they’re all a breeze for our experts.

    Explore the packages and shop here

  • How long between order and install?

    Once you’ve ordered, we’ll deliver your Water System to you within two working days. As soon as the Water System is received, we will contact you immediately to arrange an installation which usually takes place in the next 2 – 5 days.
    Explore the packages and shop here

  • Is installation included in the cost?

    Installation and your first filter and the first UV lamp are always included in the cost for all of our packages.

    Explore the packages and shop here

  • What have you changed due to Covid-19?

    You can find detailed information on how we are dealing with Covid-19 here

  • What if I change my mind after installation?

    No problem. Let us know within 30 days and we’ll give you a full refund and collect the System free of charge.
    Explore the packages and shop here

  • What if I move house?

    Disconnect your Water System by following our easy-to-follow instructions and take it with you to your new home. When you’re ready, call us, and we’ll arrange for a technician to come out and re-install the Water System. It’s free of charge to WaterCare+ and rental customers, or there is a one-off payment of £39.99 for this service.
    Explore the packages and shop here

  • Where can the Water System be installed?

    Anywhere within 15m of a water mains (like those under the sink or where dishwashers are normally located) and 1.5m of a power socket. Our skilled engineers are experts in finding solutions to install the System where you want and will consult with you during installation to ensure we get this right.

    Explore the packages and shop here

On-running maintenance


  • Does the water system need any maintenance?

    The water system needs a filter change every 6 months and the UV lamp every 12.

    Explore the packages and shop here

  • How do I change the filter and UV lamp?

    It only takes a couple of minutes, and they simply click in and out – you don’t need tools or anything like that. You can find instructions on our website, and we’ll also leave you a handy guide when we install.

    Explore the packages and shop here

  • How do I get replacement filters and UV lamps?

    Either through our on-running WaterCare+ service, which is included as part of the Smart Package and provides the best value for money or when you need them directly from our website’s product section.

    Explore the packages and shop here

  • What happens after the first 12 months if I have WaterCare+?

    You have the option to continue with the service or switch to pay-as-you-go.

    Explore the packages and shop here

  • What if I move house?

    Disconnect your Water System by following our easy-to-follow instructions and take it with you to your new home. When you’re ready, call us, and we’ll arrange for a technician to come out and re-install the Water System. It’s free of charge to WaterCare+ and rental customers, or there is a one-off payment of £39.99 for this service.

Useful comparisons


  • How does Virgin Pure compare to Bottled Water?

    Advice varies, but it’s generally accepted that you should be drinking around 2 l of water a day.
    A 1.5 litre of bottled water from a well-known brand currently costs around 52p. To drink 2 litres a day would cost 70p, or £20 a month. That’s £80 a month for a family of four. Compare this to purchasing a Virgin Pure system with Watercare+ monthly service. Across 5 years of ownership the cost is as little as £15 per month and the pure water is unlimited.

    *Bottled Water Prices Source: MySuperMarket.co.uk prices taken RRP for 1.5 litres of bottled still water 3.8.17

  • How does Virgin Pure compare to Filter Jugs?

    Like a Virgin Pure System, most filter jugs use a filter to remove substances like chlorine from tap water. Chlorine is added to water to prevent Bacteria breeding in water. However once the chlorine has been removed, water can become a breeding ground for bacteria.

    That’s why our Systems have a UV lamp, to inactivate these microorganisms and prevent them from multiplying once the Chlorine has been removed from water. In fact our Systems kill 99.99999% of health- concern waterborne bacteria in water* Not to mention our Water System removes the need for re-filling jugs, taking up fridge space and needing a separate kettle.