Warranty

Warranty Claims

Water filters are essentially a basic system with little to no moving parts, generally they work without issue. However, if you feel something is not quite right or there is a fault with a Waters Co system please reach out. Our team is happy to chat with you about an issue you may have with the water filtration process.

Contact us
  • If there appears to be a fault, it is recommended you contact Waters Co as soon as possible on info@watersco.uk
  • The online 24/7 chat agent may be able to assist with basic troubleshooting and identifying a possible misstep or issue that can be corrected by you in house.
  • We will request your name and order information to verify a purchase.
  • Photos and a full description of the issue is required. At times we may require a video, we use Whatsapp and/or email for video reporting.
  • Troubleshooting will be undertaken to determine a remedy replacement or repair.
  • Once a source of the issue is found a remedy will be recommended and if required any parts will be dispatched.
Waters Co Limited Lifetime*
  • No parts are dishwasher safe.
  • Warranty and consumer guarantee do not cover misuse of the item outside of its design parameters.
  • Our warranty covers errors that may have occurred as a result of the manufacturing process.
  • Once identified a fault is managed as a customer warranty. A remedy, repair or replacement will be arranged. Any refund after the 30 day guarantee would be in agreement with Waters Co UK based on the customer situation and the issue with the filter.
What is not a faulty product or part
  • A cracked glass reservoir from incorrect tap installation. Please take note of the instructions inside the tank for the tap and the associated warnings.
  • Hand blown Silica glass may have fold lines and air bubbles within the glass. These are cosmetic and a result of the hand blowing process. Often once water is in the reservoir they are rarely prominent.
  • Moulding bubbles and lines in the jugs handles may look like a crack, let us know with a photo and we can put your mind at ease.
  • Physical damage — Accidental damage caused by an item being dropped, or bending back a AceBIO+ lid beyond its limits and causing the lugs to snap.
  • Not following replacement filter schedule, prolonged use of expired filters.
  • Any items that have been purchased second hand or gifted after being in use.
  • Not following installation, and maintenance instructions.
  • Residual carbon dust on the top of the filter or in the packaging. However if there is significant damage, due to rough handling in transit, please reach out.
  • Grey water when wetting and activating the new filters, this is residual carbon dust.
  • Taste is subjective. Taste and texture of activated alkaline water with bio active minerals is very different from dead chlorinated domestic water supply taste. It can be different for each customer, however it will be light, clear and clean, and slightly softer to heavy calcified water.
  • Layers inside the filters being mixed is not a fault, layers are the result of the manufacturing process, a mixing due to rough handling in transit will not affect the surface area of the carbon particulates to absorb contaminants.
  • Problems with setting up are not a fault in the product, this is a change of mind.
  • Units positioned in sunlight may photosynthesise and green algae can appear on the ceramic, base of the tank, or the sub mineral cartridge. This is a maintenance issue, please contact us info@watersco.uk for assistance in cleaning.