Terms of Service

Email hello@puravero.com or call 020 4652 0506. You can write to us at PuraVero Ltd, Unit 47, Bacton Business Park, Bacton, Stowmarket, Suffolk, IP14 4LE.

If we need to contact you, we will use the email address, phone number, or postal address you gave us with your order.

When you place an order you are making an offer to buy. Your order is accepted, and a contract is formed, when we send you an order confirmation. If we cannot accept it, for example because the product is out of stock, because the system is not suitable for your property, or because of a pricing error, we will tell you and refund any payment in full.

Please check your order confirmation carefully and tell us straight away if anything is wrong.

All prices are shown in pounds sterling (GBP) and include VAT where applicable. Delivery charges, where they apply, are shown before you confirm your order.

We take payment at checkout by card, Apple Pay or Google Pay through our payment provider, or by Direct Debit instalments where that option is offered. If payment is declined or reversed, we may cancel the order. We try to keep prices accurate, but if we spot an obvious pricing error before your order is accepted we will contact you and you can confirm at the correct price or cancel at no cost.

We deliver to addresses in the United Kingdom, normally within 3–5 working days. We will confirm the expected delivery window when we confirm your order and keep you updated if it changes.

Risk in the goods passes to you when they are delivered to the address you gave us. If delivery is delayed by something outside our control, we will tell you as soon as we can and take steps to reduce the delay.

Before you buy, we ask questions about your property (your utility space, stopcock location, and water supply) so we can confirm the system fits. It is important that the information you give us is accurate, because your recommendation is based on it.

Installation is not included in the price of the system. Your system ships with a full installation guide and fittings specification and can be fitted by any competent plumber. Installation work is carried out by you or your chosen installer unless we have separately agreed in writing to arrange it, which is quoted and charged separately. Plumbing work must comply with the Water Supply (Water Fittings) Regulations and any local requirements.

If the system does not fit your home as supplied, tell us and we will arrange a return and refund in full, including return postage.

As a consumer buying online you have 14 days from the day you receive the goods to change your mind, under the Consumer Contracts Regulations 2013. Tell us within that period and return the goods to us unused and in their original packaging, and we will refund you.

Separately, our 90-day guarantee gives you longer: if the system is not right for you within 90 days of delivery, we will collect it and refund you in full.

We cannot accept returns of used filter cartridges or consumables for hygiene reasons once they have been opened.

Every Pureline system comes with a 5-year hardware warranty covering manufacturing defects and component failure under normal domestic use. Filters and other consumables are wear items and are not covered by the hardware warranty.

The warranty does not cover damage caused by incorrect installation, frost, tampering, unauthorised modification, or use outside the specified pressure, temperature, and flow limits. Full details, including how to make a claim, are on our warranty page.

Filter cartridges need replacing on the schedule published on your system's product page, between 3 and 24 months depending on the filter and the size of your household. Keeping to that schedule is required for the system to perform as described and for your warranty to remain valid.

We send filter reminders so protection stays continuous, but it remains your responsibility to keep the system maintained.

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that failure. We are not responsible for loss or damage that was not foreseeable, or for losses arising from installation work carried out incorrectly by someone other than us.

We do not exclude or limit our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, for fraud, or for your statutory rights in relation to faulty or misdescribed goods.

The content on this site, including performance figures, certifications, and water quality information, is provided for general guidance. Water quality varies by area and property, so results in your home may differ.

All trade marks, text, images, and designs on this site belong to PuraVero or our licensors and may not be copied or reused without our permission.

We are not liable for delays or failures caused by events outside our reasonable control, such as supply chain failures, extreme weather, or industrial action. If such an event happens, we will contact you and you may cancel affected orders for a full refund of anything paid for undelivered goods.

If something goes wrong, contact us first. One team handles support, warranty, and complaints, and most issues are resolved quickly.

These terms are governed by the law of England and Wales, and disputes may be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.