Frequently asked questions

Orders

How can I change the personal information in my Purevivo account?


First, log in with your user name and password. Your user name is the email address you used for registration. To verify or amend your personal information, go to the ‘My account' area. Click ‘Edit' to make any necessary updates. Please confirm all changes by clicking ‘Save changes'. For data privacy reasons, you are the only person authorised to amend your details. If you forget your password, please click ‘Forgot your password?'. We'll send you a new one by email.




How can I return my Purevivo order?


You can return any item within 14 days of delivery without stating a reason for the return. Punctual dispatch will be sufficient for compliance with the time limit. To return your product free of charge, please contact Purevivo customer service. Please do not return unstamped parcels to us. If you do so, we will invoice you for the additional cost. Please include the completed delivery receipt with your return. After receiving the goods, we will refund you the value within two weeks, provided the invoice has been paid. Please enter your account number on the delivery note so we can refund you. We are unable to accept returned goods that are damaged due to improper use or faulty return packaging. After the 14-day period, you may still return defective or faulty items within the legal warranty period. Store your receipt in a safe place as proof of the warranty period. Items delivered with obvious material or manufacturing defects should be reported directly. Please contact Purevivo customer service free of charge.




How do I order Purevivo products online?


Browse the Purevivo online shop to find what you are looking for. Place the item(s) you want in your shopping basket to purchase. Click the shopping basket icon at the top right of every page to see the item(s) you've selected. You can also review product details and remove products from your basket. To order, go to your shopping basket and click ‘Continue' at the bottom. Log in with your Purevivo account credentials or register as a new customer. You can also order as an unregistered guest. Now select your payment method. Review your basket before submitting your order. Click ‘Send order' to send the binding order to us. Please note that orders cannot be placed via the contact form. Contact customer service for assistance with your order.




How do I redeem my Purevivo voucher?


Go to your shopping basket and enter the voucher code in the relevant field. Click ‘Redeem' to confirm the code and the voucher will be applied to your order total. The voucher amount is automatically deducted from the total amount of your order. Please note you can only redeem one voucher per order. Any free gifts or extras you qualify for are automatically added to your shopping basket.




What is the Purevivo Cartridge Service?


The Purevivo Cartridge Service provides you with new filter cartridges every six months for your choice of either one or two years. When you order the cartridge service, a free gift automatically appears in your shopping basket. With the exception of the first shipment, you'll be notified by email one week before delivery. The Purevivo Cartridge Service is not a subscription! It ends automatically at the end of the chosen duration.




When will I receive my order? How can I track it?


We deliver quickly so you can enjoy your Purevivo products ASAP. As soon as your order has been passed on to our logistics partner, you'll receive a notification by email. Please note we are not responsible for delays caused by our logistics partner. After placing your order, access its status by logging on to Purevivo. Click ‘My orders' to track every part of the process. If you ordered as a guest, it's not possible to track your order in Purevivo. However, we will confirm your order by email and notify you by email when your order leaves our warehouse.




Where can I get Purevivo replacement parts?


Purevivo offers an extensive replacement part programme for all products registered with Purevivo.




Which payment methods can I use? Are they secure?


You can pay for your purchase in the Purevivo online shop with MasterCard, VISA and PayPal. For online orders, we use a secure SSL connection for confidential details you send us during the order process. This ensures your information cannot be intercepted by third parties.





Products

Are Purevivo products BPA-free?


All Purevivo materials in contact with water do not contain polycarbonate and therefore do not release BPA. Additionally, materials used in Purevivo appliances are certified food grade quality. This includes migration tests according to EC legislation. Accordingly, there is no migration of forbidden/dangerous substances above values set by EC.




Are Purevivo water filter jugs dishwasher-safe?


Yes, most of our jugs are dishwasher-safe up to 50°C. Alternatively, you can wash your Purevivo water filter jug by hand using warm, soapy water and a sponge. Please see the instruction manual for more information.

The following Purevivo products/components are not dishwasher safe. Please clean as describe in the instruction manual: Purevivo Fun Purevivo Flow Purevivo water filter Jug Lids containingPurevivo Memo METER and Smart Light: remove from the lid before placing lid in the dishwasher




Are minerals preserved in water filtered by the Purevivo in my water filter bottle/ carafe?


Yes, minerals can pass through the Purevivo MicroDisc water filter. It's designed to filter unwanted substances (e.g. chlorine, micro particles and trace impurities) and at the same time allow minerals (e.g. calcium and magnesium) to pass through.




Can I also use my Purevivo water filter carafe to prepare hot drinks?


Your Purevivo water filter carafe is designed to improve tap water's taste for cold consumption. You can also use the filtered water to make hot drinks, but it does not protect your appliances against limescale build-up.




Can I use my Purevivo water filter system with liquids other than tap water?


No. Purevivo water filter systems are designed for use only with municipally treated tap water or with water from private supplies that has been approved safe to drink.




How can I recognise hard or soft water in my home?


Your water hardness can be influenced by various factors. Information on water hardness is usually provided by the respective utility company. So you may ask there.

To get an indication by yourself:

A value > 5°dH indicates medium to hard water. Additionally, the following factors typically indicate medium/hard water:
Heavy occurrence of limescale deposits in household appliances and around kitchen taps and bathroom fittings. Appearance of limescale spots on glasses. Oily streaks or scum appearing on surface of hot drinks, especially tea.
A value < 5°dH is considered soft water. In addition to this value, the following factors can also help you to indicate soft water: Your home has a plumbed in water softener. Low occurrence of limescale deposits in your household appliances and around kitchen taps and bathroom fittings.




How can I track my filter’s performance?


Depending on which PureVivo water filter system you have, LCD monitors your filter's performance. Please refer to the product manual for more information.




How do I clean myPurevivo water filter jug?


Regularly clean your products by hand using a mild detergent or in the dishwasher (max. 50°C). Disassemble the product if using a dishwasher. The water filter carafe lid must be cleaned by hand. Do not use abrasive sponges. Before cleaning, remove the Purevivo filter and store it on a clean surface. For hygeine reasons, we recommend placing the Purevivo filter in a clean cup every week and pouring boiling water over it. If the Purevivo filter floats to the surface, hold it down with a spoon. After five minutes soaking, remove it and reinstall it making sure your hands are clean when touching the filter system.




How do I prepare my Purevivo water filter jug for the first use?


The product must be cleaned before you use it for the first time.

Before using the Purevivo for the first time, rinse both sides of the disc thoroughly under warm running water for approx. 30 seconds to remove any activated carbon dust that may have adhered to it.

In the first litres the Cartridge may appear to filter slowly because it has not achieved its optimal water flow yet. In this case you may soak it in warm water for one minute which will optimise the water flow.




Why do the filters I have at home not fit into my Purevivo jug anymore?


Please check what kind of filters you have at home. For Purevivo quality comes first and we can only guarantee the optimal filtration for our consumers when using our original Purevivo filters. Please make sure you only use PureVivo filters.




What is the size of products?


The size of the jug is: 258(L)*108(W)*273(H)mm





Water Filters

Are the contents of the water filter safe?


Yes. The contents of all Purevivo water filter are food-grade quality and completely harmless, even if accidentally ingested.




Do Purevivo filter cartridges have an expiration date?


If properly stored, all original Purevivo cartridges can be kept for several years. Proper storage means at temperatures between 1 °C and 50 °C, without exposure to direct sunlight or heat. The cartridge should also remain sealed in its original packaging.




Do Purevivo water filters remove fluoride?


No. Purevivo water filters are not designed to remove fluoride. Some fluoride is naturally present in tap water, whilst some water companies add fluoride to the water. If you are concerned about the presence of fluoride in your tap water, check with your local water supplier.




Do the new filter cartridges fit the water filter jug I bought two years ago?


The new filter cartridges fit all Purevivo water filter jugs with MAXTRA type funnel sold in the past and now.




How can I download the refill exchange reminder? How does the refill exchange reminder work?


1. Scan the QR code from the packaging with your smartphone (Android: QR Code App required / iphone: integrated in camera)

2. Your calendar opens with a 4 weekly calendar entry for the filter exchange. Simply save the Purevivo calendar entry to your calendar. Your calendar will now remind you every 4 weeks to replace your filter.




How do I prepare my Purevivo water filter for use?


The Purevivo Filters have been designed for quick, easy installation.

Purevivo water filter:

Simply fill a jug or bowl with water. Immerse the Purevivo water filter in cold water and shake gently to remove any air bubbles. Insert the water filter into the jug’s funnel and run water through the filter twice. After discarding the first two litres, your Purevivo water filter is ready for use.

PurevivoA Filter:

Before using the MicroDisc for the first time, place it under running water and lightly rub both sides with your fingers for approx. 30 seconds. This effectively removes any loose carbon dust that may be present.




How does the PureVivo Filters work? What does the PureVivo Filters consist of?


The PureVivo Filters uses Pure-Taste-Technology to effectively filter unwanted substances while allowing minerals to pass through.

The main ingredient of the PureVivo Filters is fine grained activated carbon made from natural coconut shells that contains a highly porous structure. This porous structure has a very large inner surface with millions of tiny pores that trap and lock away unwanted substances such as chlorine and other taste impairing substances, as well as micro particles (≥ 30 μm). The result is fresh and pure-tasting water.

To create the solid disc of the Filters, a fleece and a small amount of a binder is required to bind the granulated activated carbon together. All ingredients of the PureVivo Filters have been tested to food-grade quality.




How does the PureVivo Filters work? What is inside the water filter?


The filter material of the PureVivo Filter contains a mixture of ion exchange resins and activated carbon that has been tested to food grade quality. The ion exchange resin used reduces the carbonate hardness (limescale) and reduces metals, such as copper and lead that can occur as a result of domestic installation. The activated carbon reduces substances that may impair taste, such as chlorine and chlorine compounds.




How long can I use a Purevivo filter cartridge for?


To ensure you enjoy high quality Purevivo filtered water, replace the filter cartridge at regular intervals.

The lifetime of a filter cartridge depends on the local water quality. If your mains water contains a carbonate hardness of 10 to 12°dH, the filter cartridge should be replaced after 100 litres of water. If the water is harder or consumption is greater, the lifetime of the cartridge reduces accordingly.

The cartridge should be replaced at least every four weeks.




How long can I use a Purevivo Filter?


For optimal performance and hygiene reasons we recommend to exchange your Purevivo Filter after 12 weeks. We can help remind you to exchange your Filter: For the water filter bottles, simply download the Purevivo refill reminder app for your smartphone by scanning the QR code on the packaging. For the water filter carafe, either activate the Memo on the lid of the carafe, which monitors the lifetime of the Filter, or download the Purevivo refill reminder app to your smartphone by scanning the QR code from the packaging.




How to dispose of the Purevivo Filter?


Dispose of used filter in your general waste. Although the Purevivo filter has a high amount of biobased ingredients a small fraction is non-biobased and this is why the filter is not compostable.




My tap water is not flowing through my filter properly or only dripping? What happened?


A) you have not used an original Purevivo MAXTRA+ filter

B) you have not fully inserted the MAXTRA+ filter into your water filter jug. Please press the filter down a bit more into the funnel and try again.

C) you have not prepared your MAXTRA+ cartridge as per the instructions on pack




The funnel of my jug is rattling – is it broken?


No your jug is not broken! What you can hear is the PerfectFit System within the jug, but this is nothing to worry about. The PerfectFit feature ensures that all of the tap water is reliably filtered through the filter. Purevivo has improved its water filters by modifying the funnel to ensure a perfect between Purevivo filter jug and cartridge.




The inside of my filter cartridge is damp. What should I do?


Don’t worry, it’s completely normal. Whether it’s damp or dry has no effect on the water filter’s performance.




What are the black particles in my water after filtering?


It's just activated carbon from thePurevivo water filter. The granulated activated carbon is made of coconut shells. Like all natural products, coconut shells are subject to natural variations in product quality. Sometimes this leads to abrasion of parts of the carbon into your filtered water. Preparing your water filter as described in the product manual can help eliminate carbon dust.




What happens when the water filter is exhausted? Can impurities leak back into the water?


Once the Purevivo water filter is full it simply stops filtering. It does not leak impurities back into the filtered water.




What is the advantage of Purevivo water filtration?


All Purevivo products provide high quality filtration performance while effectively reducing a number of substances that can negatively affect taste or odour such as chlorine. Additionally, Purevivo water filters are easy to install, set up and store. Purevivo water filter:
The Purevivo water filter provides up to 12 weeks and 300 litres of freshly filtered water. Its ion exchange resin reduces both carbonate hardness (limescale) and metals such as copper and lead. The activated carbon reduces substances that can impair taste, such as chlorine and chlorine compounds. Purevivo water filter:
The compact and powerful Purevivo filters up to 300 litres of water and lasts for up to four weeks. The technology stops unwanted elements that impact the taste of water, such as chlorine while allowing minerals like calcium and magnesium to pass through.





Benefits of filtered water

Do Purevivo water filters help protect the environment?


Purevivo products reduce plastic waste, have a significantly lower CO2 footprint than bottled water, and thus make an important contribution to a more sustainable society. As a company we also want to make such a contribution by reducing the environmental impacts of our business activities to a minimum while we continue to develop and grow at the same time.




I am on a potassium restricted diet. Can I drink filtered water?


The filtering process can cause a small increase in water's potassium level. However, one litre of Purevivo filtered water contains less potassium than an apple. If you have kidney disease or watch your potassium intake for other reasons, consult your doctor before using a water filter.




Is Purevivo filtered water suitable for steam irons?


It’s better to use Purevivo filtered water over tap water in steam irons to help reduce limescale build-up. However, for most steam irons with an aluminium base, de-mineralised water is recommended for optimum performance. Filtered water is ideal for irons with a chrome plated steel base. If you are uncertain what kind of iron you have, refer to your instruction manual or contact your iron’s manufacturer.

This applies to Purevivo water filters based on ion exchange resin and activated carbon, e.g. MAXTRA+ filter cartridges.




Is filtered water the same as distilled water?


No. Purevivo water filters which contain ion exchange resin and activated carbon reduce substances from tap water that can affect its taste and appearance. The process only partially de-mineralises water. Distilled water, in contrast, is fully de-mineralised. That’s why filtered water is not suitable for use when distilled water is required, such as car batteries.




What are the benefits of Purevivo filtered water?


Mains water is strictly regulated and monitored, but may contain substances that impair its taste and appearance. A Purevivo water filter can reduce mains water’s: carbonate hardness/limescale (calcium and magnesium ions) free and bound chlorine (if present) lead and copper Purevivo filtered water provides you and your family the ideal basis for aromatic hot drinks, such as coffee and tea. It’s ideal for cooking and effectively protects domestic appliances against limescale build-up. These advantages apply to Purevivo water filters based on ion exchanger and activated carbon, e.g. MAXTRA+ filter cartridges. An exception is the MicroDisc water filter, which is based on activated carbon. It has been developed as a mobile and simple solution to optimise the taste of cold water. It fits into the water filter carafe and the water filter bottles.




What is the best way to store Purevivo filtered water?


Store your Purevivo filtered water in a cool place, such as the fridge. Also, protect your Purevivo product from direct sunlight to avoid algae and consume the filtered water within one day.




What is water hardness and why should you reduce it?


Water hardness falls into two categories: permanent hardness and temporary hardness. Permanent hardness does not influence water’s taste or how household appliances work. Temporary hardness affects the taste of food and beverages prepared with hot water. Further, it causes limescale deposits in home appliances that heat water, such as kettles, steam irons, coffee makers and washers. By reducing water’s temporary hardness, Purevivo water filter cartridges reduce taste and aroma impairing substances and limescale build-up. The result is great tasting water for hot drinks and dishes prepared with water, and less lime scale build-up in home appliances. How hard is your water? Order a free water hardness test strip to find out.





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