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Help Centre

Frequently Asked Questions

Everything you need to know about Premier Water from installation to servicing, plans, and beyond.

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Why is my water dispenser beeping every hour?

This is a common issue. Usually, following our YouTube guide on how to reset the machine will solve the problem. To see how to reset your machine please see the video below:

Click here for video

What should I do if my machine is not working properly?

If you notice your machine not working properly, you should immediately contact us. Do not try to fix it yourself.

What happens if I move house?

One relocation is completely free. Just contact us, and our team will schedule a pickup of your current dispenser and install your machine at the new address. Your plan continues without interruption.

How long does installation take?

Most installations are completed within 1–2 hours by one of our certified engineers. We will contact you after your order to book a convenient time slot.

Do I need a plumber before installation?

No. Our engineers handle everything, including the water connection. You just need to ensure there is a suitable location near a cold water feed and a power socket.

How do I replace the filters?

Our YouTube channel has a clear step-by-step video regarding how to change your filters. Instructions inside the filter box also guide you through the process. Please see below the link on how to change the filters.

What happens if I forget to replace the filters?

The machine will continue to work, but water taste and quality may decrease.

Can I order extra filters?

Yes, you can order additional filters separately. Your subscription includes one set of filters completely free. If you would like additional filters, they are available for purchase at an extra cost. Please contact us regarding this.

When will I be charged?

Your first payment is taken on the day your installation is confirmed. Subsequent monthly payments are collected on the 1st or 15th of each month by direct debit.

Can I cancel my plan?

Monthly rolling plans can be cancelled at any time with 30 days notice. Fixed-term contracts (12 or 36 months) are subject to an early exit fee if cancelled before the end date.

Is there a setup fee?

There is no setup fee on any of our plans. The price you see on the Compare page is the only amount you will ever pay per month, inclusive of installation fee.

Do I have to pay for the filters?

No. Your monthly subscription includes one set of filters, automatically shipped every 9 months.

What happens when the contract ends? Do I own the machine?

No. The machine remains Premier Water property even after the contract ends.

How can I cancel my contract?

Contact us with at least two weeks’ notice. Our team will contact you and arrange the pickup of your machine at your convenient time.

Can I upgrade my machine during the contract?

Yes, contact our team to discuss options for upgrading to a different model.

Are there any hidden fees?

No, your subscription covers the machine, filters, and maintenance.