To enjoy pure water on-tap your water System needs to be connected to your water mains. This is done via a thin flexi tube and clever isolation valve which means it won’t impact your water supply or other appliances.
It does take a bit of specialist knowledge, which is why our installations are carried out by our own highly trained engineers.
As you’d expect, we’re taking precautions with our engineers carrying out installs in customers’ homes and workplaces. Our teams have undergone additional training to keep you and themselves safe whilst they work.
Because of this, appointments may occasionally need to be rearranged at short notice. If this happens, we’d appreciate your patience and rest assured we’re doing everything we can to rebook as soon as possible.
We’ll deliver your new Water System to you within two working days
As soon as your order is placed we will dispatch your Water System to you for delivery within 2 working days ready for your engineer to come and install. If you are not going to be home for delivery you will be given the option to change your delivery date or arrange delivery to a pick-up point. We kindly ask all customers not to unpack the delivery or try to install the Water System themselves (it may mean that your warranty is invalid and impact the engineer’s ability to successfully install the system). Please just have the package ready in the kitchen for the engineer.
We’ll call you to schedule a date and ask some basic safety questions
As soon as delivery of your Water System is received our installation team will call you to schedule a convenient installation date and ask some basic safety questions. We’ll be checking if you or anyone in your home has been diagnosed with Covid-19 or is self-isolating as a precaution. If the answer is yes we will need to schedule your installation for a date in the future.
We’ll contact you the evening before your installation date
The evening before your installation we’ll text you an expected time of arrival and ask the same questions. If anything has changed you will need to re-book an installation for a date in the future.
Your engineer will call again on the way to your property
Your engineer will also call on the day of your appointment and ask the same questions. If anything has changed you will need to re-book an installation once your isolation period has ended.
Keeping our people and customers safe is our top priority, so there could be an occasion where an engineer doesn’t feel comfortable coming into your home. If this happens, we’ll work with you to re-book an alternative date.
When it comes to our engineers carrying out work we’re taking extra steps:
- First and foremost our engineers are following the latest government advice and self-isolating if they need to. This means your appointment may be rescheduled at the last minute. Please bear with us if this happens, we’ll do everything we can to keep delays to a minimum.
- When the engineer arrives at your property they will call you to let you know and ask you to allow them access. Whilst keeping a 2m distance at all times.
- All engineers will use antibacterial gel to wash their hands before they enter your home and they will disinfect all equipment before and after use.
- As a precaution, our engineer will wear gloves, a mask and shoe covers.
- We ask that you stay 2m away from our engineers at all times. Before starting work they will agree with you where the installation will take place, inspect the area. If you have not done so already they will ask you to empty any cupboards which are needed for access. Once this is done we ask that if possible you wait in another room whilst the engineer is working.
- Engineers will use antibacterial cleaning spray to disinfect any areas where they will work.
- Our engineer may also request to open doors and windows close to the area where they are installing.
We’ll make sure your happy before we leave whilst keeping you safe
Once the installation is complete the engineer will set-up your Water System and invite you to check everything is OK whilst remaining at a minimum 2m distance.
The Water System and area which has been worked in will be wiped clean using disinfectant spray and the engineer will remove all rubbish from the area as they leave.
Increased online support
As we are limiting the time spent in homes your engineer will not demonstrate all of the features of the Water System.
You can access all that information from the following sources:
- Download our user guide here
- Book a virtual setup demonstration through our customer service team
- Call our customer service team, who can talk you through anything you need
Above everything else the health and wellness of our staff and customers is most important and we appreciate your cooperation as we implement these changes.
Water System delivered to you within two working days
As soon as your order is placed we will deliver your new water system to you within two working days.
Schedule an installation date
As soon as you receive your Water System we will call you to schedule a convenient installation date (usually from 2 – 5 days).
Job done in under an hour
Installation takes about 45 minutes and we will contact you the day before to confirm a 2 hour arrival time.
Choose a location
Pick where you want your new Water System to go. It needs to be 1.5m from a power socket and 12m from a water mains. Usually found behind a dishwasher or under the sink.
We connect to the water mains
In most cases, we will make a small 6mm hole through your kitchen counter to run a thin flexi-tube to your water supply. It’s connected using a clever isolation valve which won’t impact any of your other plumbing or appliances. Once connected we’ll test everything is working and all connections are secure.
Setup to your exact preferences
Once the plumbing is done we will help setup your new Water System. This includes adjusting to your preferred temperatures, setting autofill levels, adjusting sleep and wake-up times and generally making sure it’s working exactly how you want it.
30 day satisfaction guarantee
We’ll give you 30 days to see if you like it and if not we’ll come and collect free of charge and give you a full refund. We’re proud to say less than 1% of our customers call us back within 30 days.
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Frequently asked questions
I don’t own my home. Can I still have a Virgin Pure System installed?
We are happy to install at your property but we strongly advise you to get permission from the homeowner before we send one of our expert engineers round to set you up.
Getting permission from the homeowner?
Sometimes we will have to drill a small hole (only about 6mm) through your countertop to reach the water supply. If you don’t own your home, you’ll need to check that it’s OK with the person who does. If you need any more information for your landlord please contact our team who are experienced and ready to help.
What if I move house?
We can provide re-installation at any UK mainland address. Disconnect your Water System by following our easy to follow instructions and take it with you to your new home. When you’re ready, just call us and we’ll arrange for a technician to come out and re-install the Water System. There’s a one-off payment of £39.99 for this service, but it’s free of charge to WaterCare+ and rental customers.
Does the machine get delivered before my installation date?
Yes. As soon as your order is placed we will deliver your new Water System to you within two working days ready for your engineer to come and install. We ask customers not to unpack the Water System or try to install the Water System themselves before the engineer arrives. It could mean that your warranty is invalid and it may impact the engineer’s ability to successfully install the system. Please just have the package ready in the kitchen for the engineer.
What if I am not home when my Water System is delivered?
No problems our delivery partner will leave you a message and you can rearrange delivery for a date and time which suits you.
Do I need to do anything before the engineer arrives?
Just relax, our expert engineers will take care of everything, although we ask please have the Water System we delivered ready in the kitchen and clearing the area under the sink helps for a speedy installation.
Can you install if I have granite or quartz countertops?
100% yes. Our skilled technicians have had enough training to install through granite, marble, corian and even vibranium (sorry Captain America).
Can you install if I have a water softener?
Yep, we can do that. Your water system just needs to be attached to the mains water supply at a point before the water softener is attached.
Will you give me a demonstration on how it all works?
Once everything is connected, we’ll give you a full demonstration on how to use your new system. Plus, we’ll leave a user guide, which will tell you everything you need to know about using the system.
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. We’ll also restore the plumbing to normal and if required fill the hole with colour matched silicone putty.
When do you install?
Mon – Fri 8am to 5pm.
Where do you offer installation?
We offer installation across all of mainland Great Britain. Unfortunately we are currently unable to offer installation on the Isle of Wight, Channel Islands, Isle of Man and Northern Ireland although we are working hard to expand our service in the future.
If you have any questions about installation locations please contact our team.