Puure Filters Help Center — FAQ

How do I install my Puure filter?

Installation takes around 5 minutes — no tools, no plumber, no stress.

1. Check your faucet tip. You need a round aerator that unscrews at the end of the tap. If it turns, you're good to go. Pull-out spray heads and flat or rectangular outlets aren't compatible.
2. Remove the aerator. Unscrew it by hand. If it's stiff, use pliers wrapped in a cloth to protect the chrome. Clear any limescale from the threads before continuing.
3. Find the right adapter. Try attaching the filter directly first. If it doesn't seal cleanly, test the included adapters one by one — always with a rubber washer in place for a watertight fit.
4. Attach the filter. Hand-tighten firmly, keeping it straight. Position the lever facing forward or to the side for easy daily access.
5. Activate the cartridge. Set the lever to filtered mode (horizontal), turn on the cold water slowly, and let it run for 5 full minutes before drinking.

Puure is compatible with approximately 95% of standard faucets. If you're unsure about your tap, take our 2-minute Compatibility Quiz before installing.

None of the adapters fit my faucet

Don't worry — this is rarer than it seems, and we'll get it sorted for you.

The fastest way forward: take our Filter Selection Quiz. It takes 2 minutes and pinpoints the exact adapter for your faucet type.

Alternatively, send us a support request with a photo of your tap — our technical team will identify the right adapter and send it to you free of charge.

In the very rare case where your faucet genuinely has no removable aerator and no adapter resolves it, please contact our customer service team. They will review your situation on a case-by-case basis and offer the best personalised solution — either a free adapter or a full refund, depending on your specific case.

My filter unscrews or moves when the water runs

A moving filter is almost always a sealing issue, not a defect. Work through these steps in order:

1. Check the rubber washer. One seal must sit flat between the faucet and the filter. If it's twisted, missing, or the wrong size, water pressure will push the filter off-axis as it runs. Try a different washer from your kit.
2. Reinstall from scratch. Fully unscrew the filter, check the threads are clean, then reattach it perfectly aligned. Hand-tighten until it feels snug and doesn't rotate.
3. Use a cloth for grip. Wrap a dry cloth around the connection point and give it one final gentle turn. Avoid placing metal tools directly on the stainless steel body.
4. Try a different adapter. Even if one appears to fit, a slightly different adapter can lock in far more securely with the right washer.

Still moving after all of this? Email our team — we'll sort it out at no cost to you.

The filter is leaking after installation

A leak after installation usually has a simple fix. Here are the four most common causes, in order of likelihood:

1. Missing or misplaced washer. A rubber seal must sit perfectly flat between the faucet threads and the filter. This is the cause in the majority of leaks — check this first.
2. Cross-threading. If the filter was screwed on at an angle, it won't seal. Fully unscrew it, align it straight, and reattach carefully.
3. Wrong adapter. A slightly ill-fitting adapter can leak even when it feels secure. Try another from your kit.
4. Not tight enough. Hand-tight is usually sufficient, but if the leak persists, use a cloth and gentle plier pressure for one final turn.

If you've worked through all of these steps and it's still leaking, contact us. We'll identify the right solution and send what you need.

How do I install my Puure® Hydro 2.0 under-sink filter?

Installation of the Puure® Hydro 2.0 under-sink filter takes 15 to 30 minutes, no plumber needed. You only need an adjustable wrench and a small bucket to catch residual water.

What's in the box:

• 1 Puure filter housing
• 1 CTO filter cartridge (activated carbon)
• 1 wall bracket with screws
• 1 PTFE sealing tape
• 1 adapter 3/8" → 1/2"
• 2 braided connection hoses (inlet + outlet)
• 1 quick-connect fitting kit

Choose your connection point — option A (on the cold water hose, most common) or option B (directly on the angle valve). Then follow these 7 steps:

1. Identify cold water & shut off the valve. Open the faucet, touch both pipes — the cold one connects to the filter. Close the shut-off valve clockwise. Place a bucket underneath.
2. Mount the wall bracket (optional but recommended). Choose a spot with clearance for cartridge replacement, mark and drill the holes, then screw the bracket firmly.
3. Assemble the filter. Remove the plastic film from the cartridge, insert it vertically into the head, then lock head and body by rotating clockwise until the marks align.
4. Disconnect the existing cold water hose. Loosen the nut with the wrench, unscrew by hand, and let residual water drain into the bucket.
5. Connect the hoses to the filter. Attach the inlet hose to the IN port (left) and the outlet hose to the OUT port (right). Tighten firmly by hand, then one final moderate turn with the wrench.
6. Connect to the water supply and faucet. Screw the inlet hose to the cold water supply and the outlet hose to the faucet inlet. Tighten moderately — do not overtighten.
7. Turn on the water and check. Reopen the shut-off valve, open the faucet and run cold water for 5 minutes to flush and activate the cartridge.

Maintenance: replace the cartridge every 6 months, wipe the housing every 2 months and check fittings for leaks.

👉 View the full illustrated under-sink installation guide

My faucet is not compatible — how do I measure my aerator and get a free adapter?

If the included adapters don't fit your tap, don't worry — in 9 cases out of 10 the right adapter exists, you just need to identify your aerator size. This 3-minute guide walks you through it, and we'll ship the matching adapter for free with the code ADAPTER45.

Step 1 — Check that your aerator is removable

Look at the very tip of your faucet. You should see a small ring or insert (the aerator). Try to unscrew it counter-clockwise by hand. If it's stuck, wrap a cloth around it and use pliers gently.

Step 2 — Identify male or female thread

Once the aerator is off, look at the inside of the faucet spout:

Step 3 — Measure the diameter

Use a ruler or caliper across the threaded part (where you just removed the aerator). Measure the outside diameter for a male thread, or the inside diameter for a female thread, in millimetres.

Step 4 — Pick your adapter (free with code ADAPTER45)

Here are the adapters we ship for free with your Puure filter:

Still unsure? Send a clear photo of your faucet tip (aerator removed, with a ruler if possible) to customercare@puurefilters.com — our team will identify the right adapter for you and ship it free of charge.

When should I replace my cartridge?

Replace your cartridge every 3 months — even if the water still looks clear and tastes fine. After this point, the filter media is saturated and filtration performance is no longer guaranteed, even if flow feels normal.

You should also replace it sooner if you notice any of the following:

• A significant drop in water flow in filtered mode
• The return of a chlorine taste or unpleasant odour
• The cartridge has sat unused for several weeks or more

Each cartridge is rated for up to 1,000 litres. Your Puure subscription is timed to deliver a replacement right when you need it — no guesswork, no interruption.

How do I replace my cartridge?

A fresh cartridge takes under 5 minutes to install. No tools required.

1. Turn off the faucet completely before starting.
2. Unscrew the top cap by hand, holding the filter body steady against the tap.
3. Open the housing by unscrewing or sliding out the lower section to access the cartridge chamber.
4. Remove the old cartridge by unscrewing it gently. It may feel a little stiff — that's normal.
5. Prepare the new cartridge. Remove the packaging and check that the rubber seals on each end are clean and correctly positioned.
6. Install the new cartridge. Insert it straight and screw it in firmly — but stop before over-tightening.
7. Reassemble. Screw the lower section back on, then the top cap. Both by hand.
8. Activate. Set the lever to filtered mode (horizontal), turn on cold water slowly, and run for 5 minutes before drinking.

My filter clogged faster than expected

Faster-than-expected clogging means your local tap water contains more particles than average — sediment, limescale, rust traces, or micro-debris. It's not a defect. It's your filter doing exactly what it was designed to do, just working harder than usual.

In areas with more mineral-heavy or particle-loaded water, cartridges can reach capacity before the 3-month mark. An early replacement in these cases is perfectly normal and nothing to be concerned about.

Water flow is very slow in filtered mode

Slow flow in filtered mode is the most common question we receive — and it almost always has a simple explanation.

• Cartridge not yet activated. After every installation or cartridge replacement, the filter needs 5 minutes of cold water to fully prime. Skipping this step is the most frequent cause of slow initial flow.
• Low water pressure. In flats or on upper floors, water pressure is naturally lower. This is amplified slightly in filtered mode, since water passes through a dense 0.1-micron ceramic.
• Saturated cartridge. If the filter has been in use for a while, slower flow indicates the cartridge is ready to be replaced — a sign it's been working well.

Water flow varies from day to day

Variation in flow from one day to the next is almost always down to your building's mains water pressure — not your filter.

Pressure fluctuates naturally based on time of day, local usage peaks (morning and evening tend to be busier), and occasional maintenance on the distribution network. Your filter simply adapts to whatever pressure is available at the tap.

A quick way to confirm: check whether your other faucets behave the same way. If yes, it's a building or network pressure issue — your Puure is working normally.

The water flow is lower than when I first installed it

A gradual reduction in flow over time is completely normal — and it's actually a sign your filter is doing its job.

In filtered mode, water passes through a 0.1-micron ceramic membrane and a high-density activated carbon block. As the cartridge captures contaminants, sediment and particles over time, the flow naturally slows. This is how all fine filtration systems work.

When the reduction becomes noticeable enough to be inconvenient, it's usually a signal that the cartridge is ready to be replaced.

I see black particles or dust in the water

No cause for concern — this is activated carbon purging from a new cartridge, and it is completely harmless.

Activated carbon is used in water filtration precisely because it is food-grade and safe. The fine black particles you see are simply loose carbon dust that hasn't yet settled within the cartridge. They disappear entirely within the first few minutes of use.

To avoid seeing them at all: always run cold water in filtered mode for at least 5 minutes after installing a new cartridge, before drinking. This flushes and primes the cartridge completely.

Can I change or pause my subscription?

Yes — you have complete control at any time, with no minimum period, no penalties, and no fees.

• Modify your delivery frequency, update your payment details, or adjust quantities to match how much water your household filters.
• Pause your subscription if you've built up extra cartridges, you're going away, or you simply want a break. Resume whenever you're ready.
• Cancel all future deliveries in one click, effective immediately.

Manage everything from your account portal at puurefilters.com/apps/subscriptions.

Step by step, with screenshots:

How does the Puure subscription work?

The subscription was designed so you never have to think about running out of cartridges. Once set up, fresh replacements arrive on schedule — automatically, commitment-free, and fully adjustable at any time.

Each cartridge filters up to 1,000 litres of water, which corresponds to roughly 3 months of typical household use. Even when the water still tastes fine, the filter media gradually saturates — which is why timely replacement matters for consistent performance.

Modify, pause, or cancel at any time from your account portal.

I received a subscription order. Can I cancel or return it?

Once a subscription order has been dispatched, it can no longer be cancelled or returned.

Puure cartridges are sanitary products designed for direct contact with drinking water. For hygiene and safety reasons, we cannot accept returns on cartridges — even unused ones — as we have no way to verify the integrity of a product once it has left our warehouse. This protects every customer who receives a Puure cartridge.

What you can do right now: cancel all future deliveries instantly from your account portal — no need to contact us, no delays.

How do I change my payment method (Shop Pay)?

Paid with Shop Pay? Your subscription uses the card saved in your Shop Pay wallet — you can update it in a few clicks from your subscription portal.

Here's how:

I haven't received my package

If your package hasn't arrived, let's work through this together.

1. Track your order. Use our order tracking page to get the latest status of your parcel in real time.
2. Check your shipping confirmation email. Search your inbox and spam folder for a dispatch email — it also contains a carrier tracking link.
3. Allow the full delivery window. Most orders arrive within 5 to 7 business days from dispatch. Carriers sometimes mark a parcel as "out for delivery" a day before it actually lands.
4. Double-check your delivery address. An outdated or incorrect address can delay or redirect a parcel without notification.
5. Ask a neighbour or building manager. Parcels are frequently left with a neighbour or in a shared reception area, especially for flats.

If you've gone through all of these and your parcel is still missing, email our team with your order number. We'll investigate with the carrier right away and keep you updated.

My tracking says delivered but I haven't received anything

This is more common than it should be — carriers sometimes scan a parcel as "delivered" slightly before completing final handoff. Here's what to do:

1. Check your tracking status. Visit our order tracking page for the most up-to-date information from the carrier.
2. Wait 24 hours. In most cases, the parcel arrives the following day. The scan is often a step ahead of the physical delivery.
3. Check with your neighbours. A parcel left with a neighbour or building manager often doesn't trigger a notification.
4. Look for drop-off locations nearby. Parcel lockers, mailroom collections, and secure boxes at building entrances are frequently used by carriers.

If nothing turns up after 48 hours, contact us with your order number. We'll open a formal investigation with the carrier — and make sure you're not left without your filter.

How long does delivery take?

Most orders arrive within 5 to 7 business days from the moment they leave our warehouse.

As soon as your parcel is dispatched, you'll receive a shipping confirmation email with a tracking link. You can also follow your delivery at any time on our order tracking page.

During busy periods — particularly around public holidays — carriers can experience delays outside our control. If your tracking hasn't updated in several days, reach out to us and we'll look into it immediately.

My filter arrived damaged

We're genuinely sorry this happened — it's not the experience we want you to have.

Please email our team and include the following:

• Your order number
• A photo of the outer packaging (so we can assess carrier handling)
• A photo of the damaged product

Our team will review your case quickly and find the best resolution — whether that's a replacement, a refund, or something else entirely. We'll make it right.

Can I cancel my order?

Yes — as long as your order hasn't been dispatched yet.

Once a parcel has been handed to the carrier, it can no longer be intercepted or cancelled. This is a carrier constraint, not a policy choice on our end — and it's in place to ensure every filter arrives brand new and completely untouched.

If your order is still being prepared in our warehouse, write to us immediately at customercare@puurefilters.com — the sooner the better.

Why aren't returns possible?

Puure filters are water purification products in direct contact with your drinking water. For strict hygiene and food safety reasons, we cannot accept returns on delivered products — even if they're unused and still sealed.

Once a product leaves our warehouse, we have no way to verify its integrity. For this reason, a return is only accepted within 14 days of delivery and only if the product is still unopened, closed and sealed.

Refunds are handled case by case: contact our team, tell us the reason for your request, and we'll find the best solution for your situation.

Compatibility issue? If your faucet isn't compatible, contact our team so we can find the right solution for you — usually a free adapter, or a full refund handled on a case-by-case basis.

To request this, simply contact our team and we'll handle it from there.

What if my faucet really isn't compatible?

In the rare case where your faucet has no removable aerator and none of our adapters resolve the issue, the first step is to get in touch with our team. Send us a photo of your tap — our technical team will look at it carefully and work with you to find the best solution for your specific situation.

Before reaching that step, it's always worth trying the filter on any other tap in your home (kitchen, bathroom, utility sink). Many cases that initially appear incompatible are resolved simply by finding the right adapter or the right faucet.

What does the Puure warranty cover?

Every Puure® filter comes with a 2-year warranty on the stainless steel body, from the date of purchase.

The warranty covers manufacturing defects and structural issues with the housing — things like a faulty lever mechanism, a cracked body, or a seal that fails under normal use conditions.

Consumable cartridges are not covered under warranty, as they are designed to be replaced every 3 months as part of normal use.

To make a warranty claim, email our team with your order number and clear photos of the issue. Our team will get back to you quickly and handle your case directly — no lengthy processes, no back-and-forth.

How does the Puure filter work?

The Puure® filter uses a dual-stage filtration system — two complementary technologies working together, housed in a single compact unit at your tap.

• Ceramic microfiltration at 0.1 micron — a physical barrier fine enough to capture bacteria, microplastics, sediment, and suspended heavy metal particles.
• Activated carbon block derived from coconut shell — highly effective at adsorbing chlorine, chemical pollutants, pesticides, and the compounds responsible for unpleasant tastes and odours.

The result: water that is measurably cleaner and noticeably better-tasting — delivered instantly at your tap, without waiting or refilling.

A simple lever lets you switch between filtered and unfiltered mode in one second. Use filtered for drinking and cooking; unfiltered for washing up or hot water, which extends your cartridge life.

What pollutants does Puure filter out?

The Puure® cartridge is engineered to act on a broad spectrum of contaminants commonly found in tap water across Europe:

• Chlorine and chloramines — the main source of unpleasant taste and smell in treated tap water
• Heavy metals — including lead, copper, and traces from ageing pipes and fittings
• Microplastics — invisible particles increasingly prevalent in municipal water supplies
• Fluoride — reduced by up to 99.5%, a performance level most standard filters cannot match
• Pesticides and chemical pollutants — adsorbed by the activated carbon block
• Bacteria and fine sediment — captured by the 0.1-micron ceramic membrane

Will my water taste different after filtering?

Yes — and most people notice it immediately.

Chlorine and chemical compounds are the primary cause of that metallic or "tap water" edge that puts many people off drinking straight from the faucet. The Puure cartridge targets these compounds directly, which is why the change in taste is often the first thing customers comment on.

After filtering, you can expect:

• A noticeably neutral, cleaner taste with no chlorine aftertaste
• Water that feels fresher in the mouth
• Significantly reduced or eliminated odour

Beneficial minerals are preserved throughout the process — so the water stays naturally hydrating, just without the unpleasant edge that makes many people reach for bottled water instead.

How is Puure different from other filtration systems?

Not all filters are built the same. Here's an honest comparison:

• 0.1-micron ceramic filtration — far finer than most pitcher and under-sink filters, which typically start at 0.5 to 1 micron and can't reliably capture bacteria or microplastics at that scale.
• Dual-stage technology — ceramic and activated carbon working in combination. Most budget filters use only one of the two, which limits their range of action.
• Up to 99.5% fluoride reduction — a specification most standard tap or pitcher filters simply don't offer.
• Instant filtered water — no waiting, no container to fill, no fridge space needed. The water is filtered the moment it leaves the tap.
• Medical-grade stainless steel body — minimises plastic contact with the water throughout the filtration process, unlike many plastic-bodied alternatives.
• Mineral-preserving — removes what your water doesn't need, keeps what your body does.

The core difference: more precise filtration, a wider range of contaminants addressed, and far more practical for everyday use than pitcher-style or countertop systems.