Frequently Asked Questions

• What is the difference between the packages?

  To order a Basics or Essentials package you make a one-off payment or twelve 0% monthly instalments for your Water System and Installation. Then pay-as-you-go ordering new Filters, UV Lamps and additional services like extended warranty as you need them

  To order Smart package first make a one-off payment or twelve 0% monthly instalments for your Water System and Installation. Alongside you’ll set-up a separate WaterCare+ subscription. Covering everything needed for on-running pure water into a hassle-free, £12.95 monthly payment. Find out more here

• What if I want to change my package after I have ordered?

  We offer all new customers a 30-day satisfaction guarantee. Should you wish to make any changes to your order contact our team before or within 30 days of your installation and they can make any changes required.

• What happens after the first 12 months?

  If you choose the Basics or Essentials package simply visit the shop section of our website to order new Water Filters and UV Lamps and add-on additional services such as extended warranty when needed.

  Smart package customers can continue with WaterCare+ for a further 12 months at £12.95 / month. Or end WaterCare+ and switch to pay-as-you-go. We’ll contact you after 12 months with your options.

• Can I install my Water System myself?

  Sorry, but to guarantee pure, triple filtered perfection every serve, our Water Systems can only be installed by one of our Virgin Pure technicians. Your Water System must be installed properly to ensure your warranty is validated.

• How often do I need to change the Filters and UV Lamps?

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

• How do I change the filter and UV lamp?

  It only takes a couple of minutes and they simply click in and out. We’ll provide instructions when your new system is installed.