Clear answers, when you need them.
Filtration systems are designed to operate quietly in the background of your home. When something changes, the most useful first step is understanding what changed, where it changed and whether the system requires servicing, installation guidance or further assessment.
This page brings together practical Pristine guidance for system care, filtration performance, servicing and common support questions.
Identify what has changed before deciding what needs attention.
Servicing history and system configuration can explain many performance changes.
Installation, warranty and product guidance are available when needed.
What has changed?
A change in water flow, pressure, taste or system behaviour does not always point to the same cause. A few simple observations can make the next step much clearer.
Where is it happening?
Consider whether the change affects every outlet in the home, only selected taps or only your dedicated drinking-water outlet.
Locate the changeWhen did it begin?
Note whether performance changed suddenly or gradually. This can help distinguish a servicing issue from a broader plumbing or supply change.
Timing mattersWhen was it serviced?
Filter age, household usage and local water conditions can all affect filtration performance over time.
Check service historyIf there has also been recent plumbing work, local water-supply maintenance, unusual water discolouration or another change at the property, make a note of that as well. Context can be useful when reviewing a filtration concern.
Performance is maintained.
Filtration media is consumable. Regular servicing helps maintain flow, filtration performance and the overall operating condition of your system.
Standard filter servicing
Applicable whole-home filtration cartridges are generally recommended for replacement approximately every 12 months under normal household conditions.
Avoid extending servicing indefinitely
Filter cartridges should not remain in service beyond the applicable maximum servicing interval specified for the Pristine system.
Reverse osmosis membrane
Applicable Pristine Pure reverse osmosis membranes operate on a longer servicing cycle, with approximately 24 months generally used as the recommended replacement interval.
Different symptoms. Different questions.
The system itself is only one part of the home's water pathway. Looking at the pattern of the change helps determine what should be reviewed first.
Reduced flow can develop gradually as filtration media loads with material from the incoming supply. If a change is sudden, broader plumbing or supply conditions may also need to be considered.
A noticeable change in taste or odour can be useful information when assessing filtration performance. Note when it began, whether it affects all water and when the filters were last serviced.
Incoming sediment conditions can vary. Changes in sediment load may influence how quickly the first filtration stage requires attention.
Drinking-water systems have their own filtration stages, storage and servicing requirements. A concern limited to the drinking tap should be assessed separately from a whole-home flow issue.
If a concern begins immediately after installation, the installation arrangement, flow direction, commissioning and relevant plumbing should be reviewed against the applicable installation guide.
A little context goes a long way.
Having a few details ready can help Pristine understand your system and the change you are experiencing much more quickly.
Helps provide context around the property's water supply.
Let us know whether you have Pristine Elite, Pristine Pure or both.
Filter age is useful when assessing filtration performance.
Tell us whether the issue relates to flow, pressure, appearance, taste or another change.
Let us know whether it affects the whole home or one specific outlet.
Clear photographs of the system or installation may help with assessment.
Find the right next step.
System positioning, installation sequence and commissioning information.
Review warranty support, system care and the warranty enquiry process.
Get help with an existing system or a performance question.
Common questions, made simpler.
Start by identifying whether the change affects the entire home or only certain outlets, whether it happened suddenly or gradually and when the filtration cartridges were last serviced. These details help narrow down what should be reviewed first.
Filtration cartridges collect material from the incoming water supply during normal operation. As they load over time, servicing may become necessary to maintain the intended system performance.
Pristine generally recommends replacing applicable whole-home filtration cartridges approximately every 12 months, subject to the system, water conditions and household usage. The applicable maximum servicing interval should not be exceeded.
Water conditions are not identical at every property. Variations in sediment, usage, plumbing and incoming supply conditions can influence how quickly filtration media loads.
If the rest of the home is operating normally, the concern may be specific to the drinking-water filtration system rather than the whole-home system. Provide the Pristine system type and servicing history when requesting support.
Installation-related concerns should be reviewed against the applicable installation guide. System configuration, water flow direction, commissioning and the surrounding plumbing arrangement may all be relevant.
Include your postcode, system type, approximate installation date, most recent filter-service date, a clear description of what has changed and photographs where they are relevant.
That's exactly what this guidance section is for. If the issue relates to how the system was installed, start with Installation. If you believe a product component may have a manufacturing issue, review Warranty. For general performance questions, contact Pristine product support.
We're here when you need us.
If the information above does not answer your question, send us the details of your Pristine system and what you are experiencing.