Frequently asked questions

If you already have an AquaTru, you can download the instruction manuals.

For questions about shipping and returns, please visit this page.

Products

Can you explain how AquaTru's water filtration process works?

AquaTru filters use advanced, patented 4-stage filtration. 

  • First, a mechanical filter removes larger particles like rust and scale. 
  • Next, a pre-filter clears out chlorine and chloramine. 
  • The third stage pushes water quietly through a reverse osmosis membrane at high pressure, extracting even tiny impurities like chemicals, pharmaceuticals, microplastics, and heavy metals. 
  • Finally, water flows through a coconut-based activated carbon filter, giving it a refreshing, pure taste.

Which contaminants are removed by AquaTru waterfilters?

AquaTru effectively eliminates up to 99% of harmful tap water contaminants, such as heavy metals, chemicals (like PFAS), pharmaceuticals, pesticides (including Roundup), and microplastics. Independently certified by IAPMO according to NSF/ANSI Standards 42, 53, 58, and 401, AquaTru's precise capabilities are detailed on our "Why AquaTru" page.

What sets AquaTru apart from other water filtration systems?

AquaTru stands apart through its sophisticated multi-stage filtration and verified performance. 

Standard filters, especially pitchers or basic countertop models, usually rely solely on activated carbon, improving taste by reducing chlorine but rarely tackling other serious contaminants effectively. 

AquaTru combines top-tier activated carbon filtration with a robust Reverse Osmosis membrane, effectively eliminating contaminants carbon alone cannot, like fluoride, heavy metals, industrial chemicals, pharmaceuticals, and microplastics. 

Unlike others, AquaTru proudly showcases its independent certifications from IAPMO, meeting rigorous NSF/ANSI standards 42, 53, 58, and 401, removing up to 99% of harmful substances. 

Additionally, AquaTru systems are user-friendly, perfect for daily household use. 

For complete details, see our “Why AquaTru” page.

Does AquaTru utilise reverse osmosis technology?

Yes, AquaTru uses reverse osmosis technology. Its patented 4-stage system ensures extensive contaminant removal, providing clean, high-quality drinking water at home.

What's the difference between AquaTru's standard filter and the Alkaline model?

The primary distinction is the VOC filter. AquaTru’s Alkaline model includes a special Alkaline VOC filter, enriching filtered water with minerals like calcium, magnesium, potassium, and sodium. The standard VOC filter doesn't add these minerals. 

AquaTru’s standard water is close to neutral (around pH 7), while the Alkaline filter consistently maintains a pH above 7. 

If you prefer a mineral-rich taste like Evian or Arrowhead, choose the Alkaline model. 

If you enjoy pure, mineral-free water akin to Aquafina or SmartWater, the standard version is perfect.

How long does an AquaTru waterfilter typically last?

The lifespan of an AquaTru unit typically ranges between 5 to 10 years. However, this can vary depending on several factors such as how often the unit is used, the quality and hardness of your tap water, how well the unit is maintained, and whether filters are replaced on time. With proper care and regular maintenance, your AquaTru can serve you reliably for many years. Please note that this is an estimate, not a guaranteed timeframe.

Where is AquaTru manufactured?

AquaTru is designed in the USA and assembled in China, utilizing quality parts from global suppliers. Our filters come from trusted producers in countries including India, with the RO membrane supplied by GE. Every filter batch undergoes rigorous quality and performance testing.

What type of material is used for AquaTru's watertanks?

AquaTru watertanks use Tritan® plastic, a premium material that's free from BPA and BPS. For those preferring glass, the AquaTru Carafe includes a durable borosilicate glass tank.

Is the Tritan® plastic used in AquaTru safe?

Absolutely. Tritan® plastic is food-grade and rigorously tested by independent labs and universities, confirming it’s entirely safe, free of BPA, BPS, and other harmful chemicals, with no estrogenic or androgenic effects.

Do AquaTru systems include filters and watertanks when purchased?

Yes, AquaTru units arrive fully equipped, including necessary filters and watertanks, ready for immediate use.

What is the filtration speed of AquaTru units?

Filtration speed varies by model: 

  • AquaTru Classic fills a full tank in about 12–15 minutes. 
  • AquaTru Carafe requires roughly 10–15 minutes. 
  • The Under Sink model instantly provides filtered water on tap but takes 2–3 hours to fully refill its tank when emptied. 

Filtration times can slightly differ based on local water quality.

What is the water holding capacity of different AquaTru models?

Filtered water capacity varies by model: 

  • AquaTru Classic holds 2.7 litres 
  • AquaTru Carafe holds 1.9 litres
  • AquaTru Under Sink holds 7.0 litres

These numbers represent the filtered water storage capacity of each model’s tank.

Can the AquaTru Connect model be purchased in Europe?

No, the AquaTru Connect isn’t available in Europe, and we currently have no future plans for its release due to GDPR compliance requirements regarding data storage within European cloud servers, which is currently not technically feasible.

Orders & Shipping

Is shipping available to my location?

AquaTru ships to customers across the EU and UK. Detailed shipping fees per country can be found on our Shipping & Returns page.

For locations outside these regions, please contact our Customer Service for a personalized shipping quote.

What is the typical delivery timeframe?

Orders generally leave our fulfillment centers on the same or following day. Actual delivery durations vary based on your location and current shipping demand. 

For precise delivery timing, reach out to our Customer Service team.

How can I check my order status?

Once your order ships, you'll get an email with tracking details, allowing you to follow your package’s progress easily.

I ordered the annual filter set but received different filters—why?

You likely received the correct items. The one-year filter set includes:

  • 2x Pre-Carbon filters (Stages 1-2)
  • 1x VOC filter (Stage 4) 

The RO filter (Stage 3) isn't included because it typically requires replacement every two years, so it's part of the two-year filter set instead. |

Returns & Warranty

What is your policy on returns?

You may return your order within 14 days of receipt. Due to hygiene and safety guidelines, AquaTru products must be unopened with the original packaging seal intact. 

For full terms, please see our returns policy.

How can I send a product back?

To return an item, please contact our Customer Service team. They will assess your situation and assist you through the next steps.

What does the warranty include?

Our 2-year warranty covers technical faults in the main unit, provided you've adhered to recommended maintenance and timely filter changes. 

For further specifics, please see Article 9 of our Terms & Conditions.

Filter Replacements

How long do AquaTru filters typically last?

Each filter has a unique lifespan due to its purpose. Here's a concise overview per model: 

AquaTru Classic: 

  • Pre-Carbon (1-2): Replace every 6 months or after 2270 litres, whichever occurs first. 
  • Reverse Osmosis (3): Replace every 2 years or after 4540 litres, whichever occurs first. 
  • VOC Carbon (4): Replace annually or after 2270 litres, whichever occurs first. 

AquaTru Carafe: 

  • Pre-Carbon (1-2): Replace every 6 months or after 1135 litres, whichever occurs first. 
  • Reverse Osmosis (3): Replace every 2 years or after 2270 litres, whichever occurs first. 
  • VOC Carbon (4): Replace annually or after 1135 litres, whichever occurs first. 

AquaTru Under Sink: 

  • Pre-Carbon (1-2): Replace every 6 months. 
  • Reverse Osmosis (3): Replace every 2 years. 
  • VOC Carbon (4): Replace annually.

Where can I purchase replacement filters?

Replacement filters can be purchased from our online shop. Ensure you select the correct filters for your specific model, either Carafe or Classic. 

We also offer convenient one-year and two-year filter packs at discounted rates.

How will I know it's time to change my filters?

AquaTru Classic and Carafe units automatically track filter use and notify you when a replacement is due. Keep the device switched on to ensure timely alerts. The Under Sink model doesn't track usage electronically. We suggest marking each filter clearly with its installation date using a permanent pen, or setting calendar reminders. 

Additionally, we send email notifications one month before your filter needs replacement.

What is the process for changing my filters?

Filter replacement is quick and easy. Remove the filter indicated on the device’s display and insert a new one. While the device is filtering, hold down the reset button for 10 seconds to confirm the new installation. Flush the new filter thoroughly by allowing two full filtration cycles before drinking. 

We provide helpful instructional videos for each model: 

AquaTru Classic
AquaTru Carafe
AquaTru Under Sink

How do I reset the filter change indicator?

To reset the filter indicator, press and hold the reset button for approximately 10 seconds during active filtration. This allows the system to recognise your newly installed filter accurately.

What's the difference between Perfect Minerals and the Alkaline VOC filter?

Perfect Minerals originate from Utah’s Great Salt Lake, containing over 72 ionic minerals and trace elements at concentrations 8-10 times greater than seawater, closely matching healthy human fluid ratios. Each serving contains: 

  • Magnesium: 200 mg (48% DV) 
  • Chloride: 568 mg (25% DV)
  • Sodium: 7.4 mg (<1% DV)
  • Potassium: 3.0 mg (<1% DV)
  • Sulphate: 44 mg (DV not established), plus 79 trace minerals (too small for daily values)

These minerals can raise water pH by 0.5-1 depending on water quality. 

AquaTru’s pH + Mineral Boost Alkaline Carbon filter adds calcium, potassium, magnesium, and sodium, naturally boosting alkalinity. Average minerals released per litre are: 

  • Potassium: 1 mg
  • Magnesium: 20 mg
  • Calcium: 0.5 mg
  • Sodium: 0 mg
  • Bicarbonate: 3 mg 

It consistently maintains an alkaline pH (>7) and filters out contaminants like the standard VOC filter.

What's the best way to dispose of used filters?

Used filters can typically be disposed of in your regular household waste. Alternatively, consult your local recycling or waste management centre; some may offer recycling for certain filter components.

Troubleshooting & Support

My AquaTru Classic isn't functioning after cleaning—what can I do?

If your AquaTru Classic isn't working after cleaning or reinstalling, soap or water bubbles might be obstructing the sensors inside the filtered water tank's handle, causing the device to mistakenly detect a full tank. To resolve this, fully fill the tank until water flows out into the sink, then empty it, shake thoroughly, and let it air-dry uncovered. Once dry and bubble-free, place the tank back onto the base; your AquaTru should now operate normally.

What can I do if my AquaTru won't power on or the display stays blank?

If your AquaTru isn't powering up or the display is blank, try these steps:

  • Ensure the power adapter is fully plugged into a functioning power socket.
  • Confirm both water tanks are correctly installed.
  • AquaTru Classic: Check if the side panel is properly closed and aligned with the control panel.
  • AquaTru Carafe: Make sure the floats inside both tanks move freely.

Why is my AquaTru filtering water slowly or stopping mid-cycle?

Slow or halted filtration typically occurs when the water tube connecting the tap water tank and first filter gets blocked by limescale buildup.

To fix this, perform a descaling:

If descaling doesn't help, please contact our customer service team at info@aquatru.eu for assistance.

What should I do if the tap water tank on my AquaTru is leaking?

A leaking tap water tank usually indicates limescale buildup in the valves. Here's how to fix it:

  1. Remove and empty the tank.
  2. Turn it upside down, pour cleaning vinegar into valve holes and soak for 30 mins.
  3. Shake out vinegar, turn upright, add vinegar inside the tank, soak another 30 mins.
  4. Press valves over a sink to empty.
  5. Thoroughly wash the tank with soap and water. Use a toothbrush on valves if needed.

This should resolve the leak.

Why does my filtered water taste fishy or sulphur-like with the Alkaline VOC filter?

Initially, the Alkaline VOC filter can give filtered water a noticeable taste due to added minerals, sometimes described as fishy or sulphur-like. This is harmless and typically fades after filtering 10–20 water tanks.

Taste is subjective—some enjoy this mineral flavour, while others might be sensitive to it, similar to differing reactions to the taste of coriander.

Why is the water cloudy or white during filtration—is this an issue?

Cloudy or white water during filtration—known as the "white cloud"—occurs due to tiny air bubbles created as air passes through the RO membrane.

Some AquaTru devices show this initially, others more frequently. It is harmless and doesn't impact water safety or quality.

Usage & Best Practises

What should I do with my AquaTru if I go away on holiday?

Before leaving, filter one full tank of water to saturate filters and clear out hard water. When you return, clean both water tanks, then filter two tanks before drinking again.

If away for over two months, first descale your AquaTru. Turn the unit upside down to fully drain remaining water and store it without filters and tanks.

Note: All filters must be replaced after two months without use.

What steps should I follow upon returning from holiday?

Upon returning, wash your water tanks and then run two complete filtration cycles before consuming the filtered water.

Can AquaTru filter water harder than 171 mg/L?

Our manual suggests a maximum water hardness of 171 mg/L (around 9.5 °dH). However, slightly harder water can still be filtered.

To maintain optimal performance and avoid limescale, monthly descaling with our descaling kit is advised.

For very hard water, consider a water softener first, as this reduces limescale and extends filter life—especially for the RO filter, which may need more frequent replacement. Quicker RO filter replacements indicate it’s effectively capturing impurities.

What's the correct method for cleaning AquaTru tanks, and are they dishwasher-safe?

AquaTru Classic: Both water tanks aren't dishwasher-safe; hand wash only.

AquaTru Carafe: Tap water tank isn't dishwasher-safe; hand wash only. However, the glass carafe (without lid) can go in the dishwasher.

We recommend weekly handwashing of tanks with soap and water. Over time, tap water tanks may accumulate limescale, forming a white line, depending on water hardness.

To prevent this, descale monthly: fill the tank slightly above the line with warm water and 100 ml vinegar, soak 30 minutes, then wipe away residue with a soft cloth or sponge.

How often should I descale AquaTru Classic or Carafe, and why does it matter?

Regular descaling prevents mineral buildup and keeps AquaTru Classic or Carafe operating smoothly. Under normal conditions, descale every six months.

If tap water exceeds 171 mg/L hardness (9.5°dH), descale monthly using our descaling kit. Routine descaling prolongs filter lifespan and ensures optimal filtration performance.

For extremely hard water, pre-filtering with a softener helps reduce limescale accumulation and maintains efficiency.

For detailed instructions, visit our blog or watch these videos: 

What's the best way to stop algae forming in my AquaTru?

To minimise algae growth, follow these recommendations:

  1. Keep AquaTru away from direct sunlight or heat sources, as these encourage algae.
  2. Avoid letting water remain stagnant in tanks for extended periods (one or two days is fine).
  3. After washing tanks, dry exteriors with a clean paper towel before placing them back on the unit.
  4. Before placing tanks, wipe the base area with a clean, dry cloth.
  5. Always handle tanks with clean, sanitised hands and surfaces.

How much wastewater is generated by AquaTru filtration?

Residual water amounts differ by AquaTru model:

  • AquaTru Classic: 75% efficiency
  • AquaTru Carafe: 63% efficiency
  • AquaTru Under Sink: 25% efficiency

Efficiency is the percentage of input water converted into usable reverse osmosis water during typical usage.

Important: Always discard residual tap water before refilling to prevent clogging. This water carries concentrated impurities and lime deposits, risking clogs if reused. Failing to do this invalidates your warranty.

Can I use AquaTru to filter well, river, lake, or rainwater?

No, AquaTru isn't suitable for filtering water from wells, rivers, lakes, or rainfall. It's specifically made for use with bacteriologically safe tap water. Although AquaTru might reduce contaminants from these natural sources, it's neither tested nor designed for them.

Filtering untreated water without proper pre-treatment risks contamination, damage, and voiding your warranty. For natural water, we recommend proper disinfection and pre-filtering before using AquaTru.

Prices, Payments & Billing

Which payment options do you offer?

We take Visa, Mastercard, UnionPay, American Express, Shop Pay, PayPal, Google Pay, Klarna, iDeal (Netherlands), Bancontact (Belgium) and a range of local payment methods.

Is it possible to pay in instalments?

Absolutely – we offer flexible instalment payments through Klarna, so you can pay gradually.

If I cancel my order, how long will it take for AquaTru to issue my refund?

Once you cancel your order, the refund will be processed back to your original payment method within 14 days. The actual time depends on your bank’s procedures.

If I return my order, how soon can I expect a refund from AquaTru?

Please follow the instructions on our Shipping & Returns page. After we receive and inspect your return, we will process your refund (excluding shipping charges) within 14 days, subject to your bank's processing time.

Health & Safety

Does reverse osmosis filtration also remove minerals?

Indeed, reverse osmosis filtration does eliminate some minerals along with contaminants. However, the mineral content in tap water is very minimal, and you acquire most essential minerals from your diet. Should you wish for mineralised water, we recommend our Perfect Minerals or the pH+ Mineral Boost Alkaline VOC filter.

How does the AquaTru differ from the Alkaline AquaTru?

The distinction between these two models lies in the VOC filter. The Alkaline AquaTru features a VOC filter that infuses minerals (such as calcium, potassium, magnesium, and sodium) into the filtered water, whereas the standard AquaTru’s VOC filter does not. AquaTru water is nearly neutral, at approximately 7.0 pH, while the Alkaline AquaTru elevates the pH above 7, creating alkaline water. 

If you savour the mineral-rich taste reminiscent of brands like Evian or Arrowhead and desire the health benefits of alkaline water, then the Alkaline AquaTru is the ideal option. 

Note: If you prefer a clean, mineral-free taste akin to Aquafina or SmartWater, the regular AquaTru with its standard VOC Carbon Filter might suit you better.

How can I remineralise my filtered water?

Reverse osmosis filtration does remove certain minerals, though the quantity in tap water is negligible, and your food supplies all the essential minerals. 

AquaTru water is nearly neutral, around 7.0 on the pH scale. To remineralise your filtered water, we offer two alternatives: AquaTru Perfect Minerals or the pH+ Mineral Boost Alkaline VOC filter. 

  • AquaTru Perfect Minerals, derived from Utah’s Great Salt Lake, contain over 72 ionic minerals and trace elements that are 8–10 times more concentrated than those in ordinary sea water, in the same proportion as in healthy human fluids. These mineral drops can raise the pH by 0.5 to 1, depending on your tap water’s quality. 
  • Alternatively, the pH+ Mineral Boost Alkaline VOC filter adds minerals such as calcium, potassium, magnesium, and sodium directly during filtration, naturally increasing water alkalinity and maintaining a pH above 7 throughout the filter’s lifespan. 

For this option, it is advisable to purchase the complete Alkaline AquaTru set, as the standard set includes the regular VOC filter.

What minerals are contained in AquaTru Perfect Minerals?

AquaTru Perfect Minerals are sourced from Utah’s Great Salt Lake and contain in excess of 72 trace minerals, which are 8 to 10 times more concentrated than those found in ordinary sea water. Serving size of 2 millilitres: 

  • Magnesium: 200 mg (48% of daily value) 
  • Chloride: 568 mg (25% of daily value) 
  • Sodium: 7.4 mg (less than 1% of daily value) 
  • Potassium: 3.0 mg (less than 1% of daily value) 
  • Sulphate: 44 mg (daily value not established). 

It also comprises 79 additional trace minerals, although their quantities are too minor to determine a daily value percentage.

Are the components BPA-free?

Yes, the entire AquaTru unit has been rigorously tested to be BPA-free. This forms part of the certification process to NSF/ANSI standards by IAPMO, ensuring that every component is safe for water contact. 

For instance, the filters are subject to extraction testing to confirm that they do not leach any toxins into the water, in accordance with NSF standards, FDA limits, and the stringent California Prop 65 standard.

One or more of my filters is not vacuum-packed – should I be concerned?

No, this is not an issue. As long as the plastic packaging of the filter(s) remains sealed, the filter is intact and fully suitable for use.

Partnerships & Wholesale

Is bulk pricing available?

Yes, we provide exclusive pricing for bulk orders. Kindly contact us for further information.

Can I partner with AquaTru?

Yes, we invite creators and influencers to join our partnership programme. Please email us with details about your network and audience. If your profile aligns with our current partnership criteria, we’ll approve your application.

Contact & Company Info

How can I get in touch with customer support?

Our customer support team is available Monday to Friday during business hours. You can contact them via email at info@aquatru.co.uk, telephone at +31 24 202 21 95, WhatsApp at +31 6 49 536 820, or through our social media channels.

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