How our money back guarantee works
If after 30 days you’re not happy and want to return your Water System, you won’t need to lift a finger. Our team will come to your home, collect it free of charge and, providing it’s not damaged, we’ll refund 100% of your money.
Freedom to change your mind
We’re guessing you’ve probably not had anything like this in your home before, but we’re pretty sure you’re going to love it.
That’s why 30 days from the moment your system is installed, we’ll give you a full refund if you change your mind. No questions asked.
We’ll collect your Water System free of charge
If you do change your mind, we make everything easy as you simply need to give us a call and we’ll arrange the rest.
Once we’ve agreed upon a convenient date, our engineer will come to disconnect and remove the Water System from your home.
Just bear in mind, an adult over 18 will need to be present to provide access to the property.
No hidden charges
As soon as your Water System has been removed, and is checked for any damage, we’ll refund your money.
There are no additional charges, no collection costs, and no engineer call-out fees. It’s that simple.
100% of your money back, no matter how you paid
Whether you paid in a single upfront payment or spread the cost interest-free, you’ll get all your money back.
If you have chosen to spread the cost, once the Water System is collected, we’ll refund any payments you’ve made and cancel the plan, so no further payments will be due.
Enjoyed by thousands of UK families
Frequently asked questions
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What should I do if I am not satisfied during my first 30 days?
We’d love to hear why and try and help fix any issues. Our customer services team is on hand and answers the phone on average within 90 seconds. If they are unable to help resolve your issue they will happily arrange collection and a refund.
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When do you collect the Water System?
Typically we will aim to collect 5-to-10 days from you contacting us. Our team will work with you to arrange a convenient date (Mon – Fri 8 am to 5 pm).
We’ll contact you the evening before collection to give you a 2-hour time slot.
If you do want to cancel, you just need to notify us within 30 days of installation. Collection may be outside of 30 days, but it will not impact your refund.
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How is the Water System removed?
Our specially-trained engineer will neatly remove the flexi cable which is connected to your mains water supply. If a hole has been made through the countertop we will use a color-matched silicone putty to fill the hole.
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What happens if the Water System is damaged?
If your Water System is damaged beyond normal wear and tear you may be liable for the cost of the repairs before we can refund your payment. In the rare event significant damage has been caused, we may not be able to offer a refund.
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When will I get my refund?
As soon as we’ve collected your system it goes for a quick damage check, a process that takes about 2-3 days.
As soon as this is complete, we will issue your refund.
Just be aware that, depending on who you bank with, this can take up to 5 working days for the money to reach your account.
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If I chose to spread the cost and cancel will it impact my credit score?
No. We offer interest-free payment solutions with NO credit check and so no matter if you choose to cancel it will not impact your credit score.
What customers who made the switch are saying
Great tasting water. My whole family drinks more now. One of the easiest ways to get kids to drink water - and far less hyperactive sugar (which has been a blessing in lockdown)
I love my virgin water filter system. I have had it for 3 years and I can't recommend it enough. Also, if I have ever had an issues I have found the customer service support very friendly and helpful.
Great bit a kit save a lot of messing about hot water ice cold water at a touch of a button great service as well well Happy with my purchase
I'm actually moving home I had cancelled when Courtney the Engineer was on his way to swap machine to the new address this because I was considering to sign up for the new machine once I was I had moved. However, after discussing the issue with the wife I called back the engineer. As I was leaving an SMS, Courtney called me right back and in not even 20 minutes he was by the front door. I wondered if he had Wings as an Angel he swapped machines in no time. Excellent Service.
i have used virgin pure pure for 5 years approx
i have found the water is second to none in boiling or pure fresh ice cold water
i will never stop using this
i have found the water is second to none in boiling or pure fresh ice cold water
i will never stop using this