FAQs

Set Up & Maintenance

Is it essential to prime the Carbon Cartridges?

Priming the Carbon Cartridges is the first step to ensuring your cartridges are completely free of any residuals from the manufacturing process. The residuals are completely normal and safe but can lead to cloudy water if the cartridges are not correctly primed.

We recommend priming your Carbon Cartridges for at least three minutes. If not primed sufficiently, the first four rounds of filtered water may have cloudy white particles that can be safely discarded.

NB: The recommended number of priming rounds depends on the type of cart you have.

For full priming instructions, click here.

Why is my water cloudy?

Don’t worry, cloudy water after initial installation is normal and completely harmless. It’s simply safe residual dust from the manufacturing process. It can occur if the cartridges are not correctly primed - and we recommend priming cartridges fully (see above).

If it is not primed, it can take about four rounds of filtered water to clear.

For full priming instructions, click here.

How long will my Carbon Cartridges last?

We recommend replacing your Carbon Cartridges every 12 months . The lifespan of a pair of Phoenix Gravity Carbon Cartridges is about 20,000 litres. If you want to subscribe to have your filters replaced, you can do so here.

How long will the POSTreat Fluoride Removal filters last?

Our POSTreat Filter Cartridges are made from 304-Stainless Steel and are designed to last for years - which is why we include a 10 year warranty with our products.

The media inside our proprietary FluoRid media will last for 4000 litres and need replacing approximately 4-6 months.

We also offer a subscription service for replacement media - we’ll remember when they’re due, so you don’t have to.

To replace your FluoRid media, click here.

How long will the FluoRide Media in the POSTreat last?

The lifespan of a pair of POSTreat Fluoride Removal filters are upto 4000 liters. It is recommended to replace the media with "FluoRid Media Refill" every 4-6months.

Will I be able to assemble my system and change my cartridges myself?

Certainly! Our systems are designed to be extremely easy to assemble and everything you need will be included. You can do it yourself with just your hands - there’s no specialist tools, plumbers or electricians required.

We include full instructions with every unit and we’re always here to help. You can

My Phoenix Gravity Water Filter has water dripping in between the Upper and Lower Chambers, what does this mean?

This will be from over-filling the Water Filter System. Careful use can help prevent overfilling by checking how much water is in the lower chamber before filling the upper chamber.

Once you get to know your usage rates the re-filling process will become second nature!

We also sell a vision tap which will enable you to see the water level from the outside.

Click here.

How frequently do I need to change my cartridges?

visit our Shop.This depends on the usage frequency and quality of your water input. As a guide, we recommend replacing them at the following milestones:

Carbon Cartridges: 12 months / 20, 000 litres.

POSTreat (and FluoRid Media Refill): 4-6 months

We also offer a subscription service, which also works out to 5% off each order. Let us remember when you need to change your cartridge, so you don’t have to!

For full information, visit our Shop.

Filtration

How do your filters work?

We use the highest grade 304 stainless steel, natural coconut carbon and other natural materials. Plus the mighty force of gravity! Our advanced filtration system removes up to 99.99% of commonly occurring contaminants and retains up to 100% of minerals.

Click here for more information on how it. works.

What do your filters really remove?

Phoenix Gravity Carbon filters are made from pure coconut shells, which are a sustainable and renewable resource. The carbon in the filters is activated, which means that it has a high surface area and is very porous. This allows it to trap a wide range of contaminants, including chlorine, heavy metals, and other impurities.

Phoenix Gravity Carbon Filters removes microplastics down to 5 microns in size and also eliminates PFAs, Hormones and Pharmaceutical residues from the water Phoenix Gravity Carbon Filters are designed to provide clean, odorless water with a great taste. They do not release any harmful chemicals or by-products into the water, and they are very effective at removing chlorine and other volatile organic compounds A pair of carbon cartridges can filter up to 20,000 liters of water by providing safe and healthy drinking water

Do Phoenix Gravity Filters remove residual pharmaceutical waste?

Yes, up to 99.99%! Both our primary Carbon Cartridges and Spirit Cartridges have been independently tested for many Volatile Organic compounds including 1,4- dichlorobenzene, 2-Butanone, Acetone, Allyl Chloride and many more.

For full test results, click here

Do the Phoenix Carbon Cartridges remove fluoride?

They certainly can! We’ve designed a specialist fluoride cartridge called the POSTreat to remove over 95% of fluoride from your tap water.

Made from the highest grade stainless steel, it’s completely reusable and refillable, with our POSTreat FluoRid Refill. The POSTtreat can be used in conjunction with primary Carbon Cartridges.

For full details or to buy the POSTreat, click here. Looking for a refill? Click here

Do Phoenix Carbon Cartridges eliminate phthalates from water?

While we have not specifically tested for the removal of phthalates, our Phoenix Carbon Cartridges are made with highest grade activated coconut carbon, which is known for its effectiveness in adsorbing phthalates from water. We are constantly improving and testing our filters.

Find the full list of what we remove here.

Do Phoenix Gravity filters remove Estrogen?

While we have not specifically tested for the removal of estrogen, our Phoenix Carbon Filters are made with activated coconut carbon, which is known for its effectiveness in adsorbing estrogen from water. We are constantly improving and testing our filters.

Find the full list of what we remove here.

https://pubmed.ncbi.nlm.nih.gov/22123241/

How do your Gravity Filters and cartridges compare to others?

We are one of the leaders in advanced Gravity Filtration. With over 40 years’ experience of manufacturing in-house, we have complete control over the process and the quality of our filters and cartridges. We are enormously proud of the effort it has taken us to become a leading manufacturer of Gravity Water Filters.

Are your filters as comprehensive as Berkey?

Absolutely! We have run extensive and independent tests on our filters for a variety of microbiological contaminants such as e-coli bacteria, MS2 Phage viruses and chemical contaminants such as Lead, chlorine, chromium, Volatile organic compounds and 100 more.

What’s more, with over 40 years’ experience of in-house manufacturing - we’re one of the leading global manufacturers of stainless steel gravity filtration systems. We also have complete control over the process and the quality of our filters and cartridges. We are enormously proud of the effort it has taken us to become the world’s leading manufacturer of Gravity Water Filters.

For more details, click here

Do Phoenix Gravity Filters lower the TDS?

TDS stands for Total Dissolved Solids and is measured in parts per million (ppm) or parts per billion (ppb). It’s a measure of the water’s organic and inorganic content including minerals. Natural water will have a TDS reading from minerals picked up from the rocks and ground it flows through. It’s generally accepted that 300 ppm is a good mineral content. We purposely do not bring our TDS to zero, because we’re all about preserving the minerals your body needs.

What is inside the Cartridge box?

Phoenix Gravity Carbon Filtrers includes the following accessories, 1) filter cartridges pre-fitted with wingnut and washers 2) Stainless Steel Stap 3) Lid Knob 4) A single spare set of Washers and wingnut in case the existing filter washer and wing nut are damaged or misplaced 5) A spare hole blockers 6) instruction manual

Will Phoenix Gravity Filters remove water hardness?

No. Phoenix Carbon Filter Cartridges are designed to remove up to 99.99% of bacteria, viruses, chlorine, lead and over 100 other unwanted substances from your drinking water. However, it’s important to note Phoenix Gravity Water Filters are not designed to lower water hardness. In fact, many of the natural minerals that make the water hard are essential to good health- we want to retain as many as possible! Hardness (and TDS) is measured in ppm, it’s generally accepted that 300 ppm is a good mineral content of water.

Click here for more details on what we remove.

Shipping & Returns

Where does Phoenix Gravity ship to?

We currently ship to the UK and all of Europe. We’re working on shipping to more locations.

How much does shipping cost in Europe?

We offer free standard shipping on all Filter Systems and orders over £99 to the UK. Shipping costs outside of the UK will depend on local delivery requirements.

How long does shipping take in Europe?

We work with the best couriers to ensure you receive your products in the quickest, safest way.

How long does UK shipping take?

We deliver within the UK in 2-4 working days. Expedited delivery is available at the checkout for an additional fee

What’s your return and exchange policy?

We'll be able to accept returns initiated within 30 days of purchase. You will be responsible for the safe return of the item, which must arrive in a resealable condition in the original packaging.

Once we accept the return we’ll refund you via the original payment method within 10 working days. We also offer a 100 Day Money-back Guarantee on our complete Gravity Water Filter Systems - see below for more info.

My item has arrived damaged or incorrect, what can I do?

Please send a photograph of your full order including the packaging along with your order number to our support team at support@phoenixwaterfilters.co.uk, and we’ll get back to you as a matter of priority within 24 hours.

Warranty and 100 Day Money-back guarantee

How does the 100-Day Money-Back Guarantee work?

The 100-Day Money Back Guarantee is applicable only to the Phoenix Gravity Systems purchased with the stainless steel housings, via our website. The trial is not applicable for replacement filters and accessories purchased separately. Here’s how it works:

Purchase your Phoenix Gravity Water Filter System via our website. Once it arrives, start using it straight away.
If you don’t fall in love with your Phoenix Gravity System within 100 days of use from the date of delivery, contact our support team to initiate a return. The return must be initiated within 100 days from the date of purchase.
The system must be returned complete with all original parts and packaging. The stainless steel housing should not be dented or otherwise damaged. The filter cartridges must not be cracked or damaged upon our receipt of the return.
Upon safe receipt of the system and inspection of condition, we will be in touch to initiate a full refund to your original payment method. This process may take up to 10 business days to complete.

Is the 100-day return policy valid if I order from Amazon?

No. Your Phoenix Gravity Filter system must be purchased via our website to qualify for our 100-day money back guarantee.

How does the warranty work?

We offer a 10 year warranty for our Stainless Steel Gravity Water Filter system housings. They’re made to last, so you’re protected against any defects in material and workmanship.

We offer a 1 year warranty on Phoenix Gravity Stainless Steel Tap and Carbon Cartridges. You’re protected against any defects in material and workmanship.

We offer a 6 month warranty on all other parts and accessories. You’re protected against any defects in material and workmanship.

For full T&Cs, click here.

Your Account And Subscriptions

Can I get a subscription on my cartridges?

Yes, we offer a subscription to replace your cartridges to save you time and headspace.

How do I make changes to my subscription?

Your subscription can be amended and updated from your Phoenix Gravity Account. Once you’ve logged into your account, click on subscriptions to make any changes.

If you need any further help, please don’t hesitate to contact us.

Can I skip or cancel my subscription?

Yes, you can make changes to frequency or cancel your subscription at any time.

Please note that cancelling your subscription will forfeit any special pricing on your subscription, so if you wish to re-subscribe after canceling, you may not be able to recover the same special pricing you had previously.