Frequently Asked Questions (FAQs)
Our FAQ section is designed to help you quickly find answers to common questions regarding our services, processes, delivery timelines, and customer care support.
SET UP & MAINTENANCE
Is it essential to prime the Carbon Cartridges?
Priming the Carbon Cartridges is the first step to ensuring your cartridges are completely free of any residuals from the manufacturing process. The residuals are completely normal and safe but can lead to cloudy water if the cartridges are not correctly primed. We recommend priming your Carbon Cartridges for at least three minutes. If not primed sufficiently, the first four rounds of filtered water may have cloudy white particles that can be safely discarded. NB: The recommended number of priming rounds depends on the type of cartridge you have. For full priming instructions, download the priming instructions PDF
Why is my water cloudy?
Don’t worry, cloudy water after initial installation is normal and completely harmless. It’s simply safe residual dust from the manufacturing process. It can occur if the cartridges are not correctly primed - and we recommend priming cartridges fully (see above). If not primed, it can take about four rounds of filtered water to clear.
How long will the POSTreat Fluoride Removal filters last?
Our POSTreat Filter Cartridges are made from 304 Stainless Steel and are designed to last for years - which is why we include a 10 year warranty with our products. The media inside our proprietary FluoRid media will last for 4,000 litres and needs replacing approximately every 4 months. We also offer a subscription service for replacement media - we’ll remember when they’re due, so you don’t have to. To replace your FluoRid media, click here
How long will the FluoRid Media in the post-treatment last?
The lifespan of a pair of POSTreat Fluoride Removal filters is up to 4,000 litres. It is recommended to replace the media with the FluoRid Media Refill every 4 months.
Will I be able to assemble my system and change my cartridges myself?
Certainly! Our systems are designed to be extremely easy to assemble and everything you need will be included. You can do it yourself with just your hands - there are no specialist tools, plumbers or electricians required. We include full instructions with every unit and we’re always here to help. You can contact us here
My Filtrix Water Filter has water dripping between the Upper and Lower Chambers. What does this mean?
This will be from over-filling the Water Filter System. Careful use can help prevent overfilling by checking how much water is in the lower chamber before filling the upper chamber. Once you get to know your usage rates, the re-filling process will become second nature! We also sell a vision tap which will enable you to see the water level from the outside. Click here
How frequently do I need to change my cartridges?
This depends on the usage frequency and quality of your water input. As a guide, we recommend replacing them at the following milestones: Carbon Cartridges: 12 months / 20,000 litres. POSTreat (and FluoRid Media Refill): 4 months. We also provide a subscription service that offers a specific percentage discount on every order. Let us remember when you need to change your cartridge, so you don’t have to! For full information, visit our shop
FILTRATION
How do your filters work?
We use the highest grade 304 stainless steel, natural coconut carbon and other natural materials. Plus the mighty force of gravity! Our advanced filtration system removes up to 99.99% of commonly occurring contaminants and retains up to 100% of minerals. Click here for more information on how it works
What do your filters really remove?
Filtrix Carbon filters are made from pure coconut shells, which are a sustainable and renewable resource. The carbon in the filters is activated, which means it has a high surface area and is very porous. This allows them to trap a wide range of contaminants, including chlorine, heavy metals, and other impurities. Filtrix Carbon Cartridges are designed to provide clean, odourless water with a great taste. They do not release any harmful chemicals or by-products into the water, and they are super effective at removing chlorine and other volatile organic compounds. A pair of carbon cartridges can filter up to 20,000 litres of water, providing safe and healthy drinking water.
Do Filtrix Filters remove residual pharmaceutical waste?
Yes, up to 99.99%! Our primary Smart Carbon Cartridges have been independently tested for many volatile organic compounds including 1,4-dichlorobenzene, 2-Butanone, Acetone, Allyl Chloride and many more. For full test results, click here
Do the Filtrix Carbon Cartridges remove fluoride?
They certainly can! We’ve designed a specialist fluoride cartridge called the POSTreat to remove over 95% of fluoride from your tap water. Made from the highest grade stainless steel, it’s completely reusable and refillable with our POSTreat FluoRid Refill. The POSTreat can be used in conjunction with primary carbon cartridges. For full details or to buy the POSTreat, Looking for a refill? Click here
Do Filtrix Carbon Cartridges eliminate phthalates from water?
While we have not specifically tested for the removal of phthalates, our Filtrix Carbon Cartridges are made with highest grade activated coconut carbon, which is known for its effectiveness in adsorbing phthalates from water. We are constantly improving and testing our filters. Find the full list of what we remove here
Do Filtrix Gravity Filters remove Estrogen?
While we have not specifically tested for the removal of estrogen, our Filtrix Carbon Filters are made with activated coconut carbon, which is known for its effectiveness in adsorbing estrogen from water. We are constantly improving and testing our filters. Find the full list of what we remove here
How do your Gravity Filters and cartridges compare to others?
We are one of the leaders in advanced Gravity Filtration. With over 40 years’ experience of manufacturing in-house, we have complete control over the process and the quality of our filters and cartridges. We are enormously proud of the effort it has taken us to become a leading manufacturer of Gravity Water Filters.
Are your filters as comprehensive as Berkey?
Absolutely! We have run extensive and independent tests on our filters for a variety of microbiological contaminants such as E. coli bacteria, MS2 Phage viruses and chemical contaminants such as lead, chlorine, chromium, volatile organic compounds and 100 more. With over 40 years’ experience of in-house manufacturing, we’re one of the leading global manufacturers of stainless steel gravity filtration systems. We also have complete control over the process and the quality of our filters and cartridges. For more details, click here
Do Filtrix Gravity Filters lower the TDS?
TDS stands for Total Dissolved Solids and is measured in parts per million (ppm) or parts per billion (ppb). It’s a measure of the water’s organic and inorganic content including minerals. Natural water will have a TDS reading from minerals picked up from the rocks and ground it flows through. It’s generally accepted that 300 ppm is a good mineral content. We purposely do not bring our TDS to zero, because we’re all about preserving the minerals your body needs.
Will Filtrix Gravity Filters remove water hardness?
No. Filtrix Carbon Filter Cartridges are designed to remove up to 99.99% of bacteria, viruses, chlorine, lead and over 100 other unwanted substances from your drinking water. However, it’s important to note that Filtrix Gravity Water Filters are not designed to lower water hardness. In fact, many of the natural minerals that make the water hard are essential to good health - we want to retain as many as possible! Hardness (and TDS) is measured in ppm; it’s generally accepted that 300 ppm is a good mineral content of water.
SHIPPING & RETURNS
Where does Filtrix ship to?
We currently ship to the UK and all of Europe. We’re working on shipping to more locations.
How much does shipping cost in Europe?
We offer free standard shipping on all Filter Systems and orders over £99 to the UK. Shipping costs outside of the UK will depend on local delivery requirements.
How long does shipping take in Europe?
We work with the best couriers to ensure you receive your products in the quickest, safest way.
How long does UK shipping take?
We deliver within the UK in 2-4 working days. Expedited delivery is available at the checkout for an additional fee.
What’s your return and exchange policy?
We’ll be able to accept returns initiated within 30 days of purchase. You will be responsible for the safe return of the item, which must arrive in a resealable condition in the original packaging. Once we accept the return we’ll refund you via the original payment method within 7 working days. We also offer a 100 Day Money-back Guarantee on our complete Gravity Water Filter Systems - click here for more info
My item has arrived damaged or incorrect, what can I do?
Please send a photograph of your full order including the packaging along with your order number to our support team at info@filtrix.co.uk, and we’ll get back to you as a matter of priority within 24 hours.