Frequently Asked Questions

Delivery and Installation

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    Can I install the System myself?

    Virgin Pure Water Systems can only be installed by one of our own technicians. They’re specially trained and know everything back to front. Your system must be installed professionally to ensure your warranty is validated.

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    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.

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    Is installation included in the cost?

    Installation is always included in the cost for all of our packages, along with your first filter and first UV lamp.

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    Has anything changed due to Covid-19?

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

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    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 discuss this with you during installation to ensure we get it right.

On-running maintenance

Filtration, tests and certification

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    What is removed from the water?
    • rust, dirt, silt and sediment that could be in the water pipes
    • chlorine added at the water treatment plants
    • bacteria that might grow once the chlorine’s removed
    • natural organic matter from the remains of plants and animals and their waste (eww!)
    • herbicides and pesticides from agricultural runoff
    • volatile organic compounds – scary-sounding stuff that can cause nasty smells
    • microplastics over 0.6 microns in size (that’s really, really, really small) that can lurk in your water supply. Nobody needs to be drinking bits of plastic, however small.

    See the detailed table below for a full breakdown*

    Our Advanced filtration removes
    Bisphenol A (used to manufacture plastics)
    Rust and Dirt
    Ibuprofen (medication in the nonsteroidal anti-inflammatory drug class that is used for treating pain, fever, and inflammation)
    Atenolol (beta blocker medication primarily used to treat high blood pressure and heart-associated chest pain)
    Trimethoprim (an antibiotic used mainly in the treatment of bladder infections)
    Nonylphenol (used in manufacturing antioxidants, lubricating oil additives, laundry and dish detergents, emulsifiers, and solubilizers)
    Linuron (herbicide used to control germinating and newly emerging grasses and broad-leafed weeds)
    TCEP (reducing agent to break disulfide bonds within and between proteins as a preparatory step for gel electrophoresis)
    DEET (insect repellents)
    TCPP (commonly used in polyurethane foam in consumer products and in home insulation, and in electronics.)
    Metolachlor (herbicide)
    Naproxen (nonsteroidal anti-inflammatory drug used to treat pain, menstrual cramps, inflammatory diseases such as rheumatoid arthritis, gout, and fever.)
    Carbamazepine (anticonvulsant medication used primarily in the treatment of epilepsy and neuropathic pain)
    Atrazine (a herbicide used to prevent weeds)
    *Home Water System II

    Find out more here

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    How does the purification work?

    Two micro sediment filters remove particles

    The mesh filter traps big particles of dirt. The sediment filter gets rid of smaller particles.

    The activated carbon filter absorbs chemicals

    The activated carbon filter uses charcoal treated with oxygen to open up milpons of tiny pores between the carbon atoms. This allows ‘adsorption’ (Google it) and the removal of unwanted molecules in the water, such as chlorine.

    The pre-filter prevents scaly white flakes

    Our pre-filter, containing food-grade polyphosphate crystals, separates calcium and magnesium so they can’t bond and form white flakes, but keeps these healthy minerals in your water. Genius.

    The UV lamp kills bacteria

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

    All the healthy minerals are retained

    Unlike a water softener, our water filtration process stops scale forming but doesn’t remove the healthy minerals in your water pke calcium and magnesium.

    Find out more here

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    Does the Water System remove microplastics?

    Microplastics come from sources such as manufactured clothing, toiletries, certain types of paint, and tyres. The Virgin Pure Water System removes all particles larger than 0.6 microns from the water. There are 1000 microns in a millimetre. So half a micron is very, very, very, very, very, very, very small. 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.

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    Does the Water System stop limescale?

    Scale forms when calcium and magnesium bond, creating white flakes. Even though it’s just a crystallisation of healthy minerals, it’s still not nice to drink. We use a pre-filter that contains food-grade polyphosphate, approved for use in drinking water. These miraculous little crystals have the power to separate calcium and magnesium from each other, meaning they can’t bond and therefore don’t form white flakes. The result is a crisp, clean, fresh cuppa every time.

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    Does the Water System remove fluoride?

    Fluoride can occur naturally in water; however, in the UK, it’s added to municipal water supplies. For some people, the addition of fluoride is a contentious issue. Supporters argue its merits – for example, it can help 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. Therefore fluoride, another natural mineral, remains in the water.

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    Does the Water System change the PH or alkalinity of the water?

    The Water System doesn’t add anything to the water, it just filters out the bad stuff and retains healthy minerals such as calcium, potassium and magnesium. As nothing is added, the water’s PH isn’t changed at all.

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

    Total Dissolved Solids (or TDS) is a measure of the dissolved content of all substances. It isn’t an indicator of water purity or filter performance. Drinking water needs to retain a certain TDS level as this concentration includes many essential substances such as healthy minerals.

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

    The Water System is not designed to simply 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 the bacteria that has no health benefit.

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

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    Which professional bodies is Virgin Pure part of?

    We’re members of the Water Dispenser & Hydration Association

    As the leading association for the hydration industry, we’re 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.

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    What certification does the Water System possess?

    The National Sanitation Foundation (NSF) mark

    We’re 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.

Energy use

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    Does the Water System need to be permanently switched on?

    No. By using the energy-saving mode, you only use the energy you need. You can set your system to wake-up when you need it and power down when you don’t, and so you can do your bit to help save the world and never use more power than you need to.

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    How much power does the Water System use?

    The Home Water System II is engineered to be 36% more energy efficient than an electric kettle and uses just 0.67kilowatts power per day that’s about 4 pence.

    How energy usage compares for a single cup of hot water

    Single serve coffee maker* Electric Kettle** Home Water System II
    0.26 KWh per cup 0.11 KWh per cup 0.07 KWh per cup

    Find out more here


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    What is the temperature range?

    The Water System has over 50 temperature settings (we counted them). You can use the control panel to adjust the temperature, because some like it hot hot and some like it not so hot.

    Hot range: 92 – 97°C

    Cold range: 5 – 20°C

    Ambient range: 10 – 50°C

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    How quickly is water dispensed?

    Home Water System

    2 litres per minute – that’s more than a big bottle of water from the supermarket!

    1.3 litres per minute — the same as an average domestic kettle, fully filled, with no time wasted waiting for it to boil.

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    How many people can one Water System serve?

    A single Home Water System can comfortably serve up to 20 people using it for all their water needs, both hot and cold every day. A Work Water System can serve up to 40 people.

Size and controls

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    Is the Water System safe for children to use?

    Yes, thanks to the secure child lock function, children can dispense only cold water, not hot.

    Your engineer can set this feature up for you. To dispense hot water with the child lock turned on, you simply need to hold both hot and cold simultaneously for at least two seconds.

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    What are the dimensions of the Water System?

    The Water System is designed to fit comfortably onto any countertop regardless of kitchen size and design. Also freeing up valuable fridge space and not occupying cupboard space. Obviously, it needs to be of a sufficient size to hold a decent amount of chilled and heated water ready to dispense immediately.

    Size Comparison:

    The Home Water System II has a 15% smaller footprint than the original Home Water System with no sacrifice on performance

    Actual Scaled Size

    Home Water System II Dimensions

    Width 27cm
    Length 36cm
    Height 37cm

    Home Water System Dimensions

    Width 31cm
    Length 36cm
    Height 37cm

Packages and payment options

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    What payment options do you offer home customers?

    Pay upfront

    You can 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

    You pay the first instalment on the day of purchase and then 11 further equal instalments. With 0% interest, no credit checks, or applications.

    Monthly instalments using a credit card

    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 on the day of purchase and then in equal monthly instalments.

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    How does the monthly Debit Card option work?
    1. Step 1: At the checkout select pay monthly with a debit card choosing 2 to 12 months
    2. Step 2: Fill in your card details and complete your order
    3. Step 3: The first monthly instalment is taken today
    4. Step 4: The remaining payments will be taken on the same date, every month until the plan is complete
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    If I select instalments and Smart Service, are there two monthly payments for the first 12 months?

    You will have two monthly payments for the first 12 months.

    • £27.49 /month for the Home Water System II, the first taken upon order and ending after 12 instalments.
    • £19.95 / month Smart Service, the first payment taken two weeks after installation. After 12 months, you can continue with Smart Service or switch to Pay As You Go with no further commitments.

    The payments, will be charged separately at different times in the month.

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    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.

Useful comparisons

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    How does Virgin Pure compare to Filter Jugs?

    Like a Virgin Pure Water System, most filter jugs remove substances like chlorine from tap water. Chlorine is added to water to prevent bacteria from breeding in the water. However, once the chlorine has been removed, bacteria can easily breed again.

    That’s why our Water Systems have a UV lamp, to render these pesky little microorganisms inactive and prevent them from multiplying once the chlorine has been removed from the water. In fact, our Water Systems kill 99.99999% of potentially unhealthy waterborne bacteria.

    Our Water System removes the need for you to constantly refill a jug and wait for it to chill. As well as freeing loads of fridge space, you’ll also no longer need an old-fashioned kettle.

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    How does Virgin Pure compare to buying bottled water?

    Advice varies, but it’s generally accepted that you should be drinking around 1.5 litres of water a day. The average cost of a litre of bottled water is around 43p*. Therefore, to drink 1.5 litres a day would cost around 65p. That’s around £2.60 a day or just over £18.00 a week for a family of four. Compare that to purchasing a Virgin Pure system with Watercare+ monthly service and across the first three years of ownership the cost is just £5.68 a week and the pure triple-filtered water, hot or cold, is unlimited. Over three years, the cost of buying bottled water is just over £2000 more expensive than buying a Virgin Pure home water system. We know we’re biased, but we think that’s a no-brainer.

    *Cost per litre based on 6x 1.5l bottle pack, best selling 5 on 5/2/2021