Help centre
Frequently asked questions
Answers on choosing a system, shipping, subscriptions, installation and your water. Can’t find yours? Email help@prefilters.com.au.
Choosing a system
Which system do I need?
It depends on where your water comes from. We make a system for town (mains) water, tank water, bore, river or well water, and caravans and RVs, because each source carries different things. Not sure? The water quiz matches you to a system in about two minutes.
What's the difference between a twin and a triple?
A twin has two filters. A triple adds a third stage, the H2 Booster, which adds minerals like calcium, magnesium and potassium and generates dissolved hydrogen. Both run your water through the filters matched to your source.
Under the sink or on the bench?
Under-sink systems keep your bench clear. Under sink housings are WaterMark certified. Our Dual Filter Tap is WaterMark certified. The above-sink (benchtop) triple needs no plumbing changes, so it suits renters.
Do I need a new tap?
A filter tap isn’t included. Use your own, or add our Dual Filter Tap. It gives you filtered and normal water from one tap. Our Dual Filter Tap is WaterMark certified. The dual tap bundle saves $50.
Will it remove the good minerals like reverse osmosis does?
No. Our systems target contaminants and leave naturally occurring calcium, potassium and magnesium in your water. There’s no wastewater, brine line or storage tank.
Can I use it with a water ioniser?
Yes. Every system is designed to sit in front of a water ioniser. Cleaner water going in means less strain on the plates. In hard water areas, add the Kitchen Water Softener to slow scaling.
I'm on town water. Can I find out what's in my supply?
Yes. Order a Water Report ($15). Naturopath Nate reviews the latest published data for your local supply and sends you a plain-language report within 72 hours. Town water only.
Orders and shipping
How quickly do you send orders?
In-stock orders are usually processed within 1 business day (Monday to Friday, excluding public holidays). If something is on backorder, we’ll email you the expected shipping date.
How long does delivery take?
We ship with Australia Post, with tracking. Once your parcel is picked up, delivery is typically 2 business days within the same city or between metro areas. Regional and remote areas can take longer.
How much is shipping?
Shipping is calculated at checkout based on your order’s weight and destination, so you’ll see the total before you pay. Every order includes shipping insurance (usually $5 to $10), shown as its own line at checkout. There is no free shipping threshold.
How do I track my order?
You’ll get a shipping confirmation email with a tracking number. Tracking can take 24 to 48 hours to show after dispatch. You can also see your orders in My account.
Where do you ship?
Australia and New Zealand. Please use a street address rather than a PO Box. New Zealand customers pay any customs duties or import fees.
Can I change or cancel my order?
Email us as soon as possible at help@prefilters.com.au. We can’t make changes once an order has shipped.
My parcel arrived damaged or didn't arrive. What now?
Email us with your order number and photos, ideally within 1 to 2 days of delivery. Because every order is insured, we’ll usually ask you to drop the item at Australia Post for inspection, then send your replacement. If a parcel is confirmed lost, we’ll replace or refund it.
Full details: Shipping Policy
Replacement filters and subscriptions
How often do I replace my filters?
It depends on your water and how much you use. As a guide:
- UltraFilter 0.01: rinse every 3 months, replace every 3 to 6 months
- Carbon Ultimate Filter and Bore Carbon Filter: up to 6,000 L, or every 6 to 12 months
- Fluoride Filter: up to 6,000 L, or every 6 to 12 months
- H2 Booster: up to 6,000 L, or every 6 to 12 months
The full schedule is in the replacement and cleaning guide.
Do I need a new housing?
No. Replacement filters drop straight into your existing PreFilters housing. You only need a new housing if you’re changing systems.
How does the subscription work?
Subscribe and save 10%, and your replacement set is delivered automatically every 9 months, so you never run a spent cartridge. You’re billed at the start of each cycle.
Is there a minimum commitment?
Yes. Subscriptions run for a minimum of two deliveries (18 months). After that, you can cancel any time.
Can I pause or skip a delivery?
Yes. Log in to My account, go to the Subscription Manager and pause or skip your next shipment. Billing and deliveries pick up again on your original schedule.
How do I cancel?
Log in to My account, open the Subscription Manager and click Cancel. Cancel at least 72 hours before your next billing date to avoid that charge. If you want to cancel because of a problem with your filters, email us first. The minimum commitment doesn’t apply in that case.
Full details: Subscription Cancellation Policy · Shop replacement filters
Installation and maintenance
Can I install it myself?
Above sink systems connect to your kitchen tap with no plumbing changes, so you can fit them yourself. Under sink housings are WaterMark certified. Our Dual Filter Tap is WaterMark certified. Under sink systems need a licensed plumber to connect them to your cold water line. Every system comes with free step-by-step installation, filter replacement and cleaning guides.
What do I need for an under-sink system?
A spare sink hole for the filter tap, a new 10 mm hole, or our dual tap (which needs a 35 mm tap hole and replaces your kitchen mixer). Your water pressure should be around 500 kPa.
I'm on tank or bore water. Do I need anything extra?
We recommend a washable 5-micron sediment filter at your tank or bore outlet, so the UltraFilter doesn’t clog early. You’ll also need a pump rated to at least 500 kPa to ensure adequate water pressure through the system.
How do I change my filters?
It takes about 10 minutes. Turn off the water, release the pressure, unscrew the canisters, put each new cartridge in the same position as the old one, then refit and check for leaks. Follow the replacement and cleaning guide for your system.
Do I need to flush after installing or replacing filters?
Yes. Run the water for 5 to 10 minutes before drinking it or reconnecting your ioniser. A little cloudiness or spurting at first is normal and settles quickly.
Which filter goes in which position?
Order matters, so each cartridge goes back in the same place. Check the letter on the cartridge if you’re unsure.
| Water source | Position 1 | Position 2 | Position 3 (triple) |
|---|---|---|---|
| Town | Fluoride Filter (F) | Carbon Ultimate Filter (C) | H2 Booster (H2) |
| Tank | UltraFilter 0.01 | Carbon Ultimate Filter (C) | H2 Booster (H2) |
| Bore, river or well | UltraFilter 0.01 | Bore Carbon Filter (B) | H2 Booster (H2) |
| Caravan and RV | UltraFilter 0.01 | Carbon Ultimate Filter (C) | Fluoride Filter (F) or H2 Booster (H2) |
I've got a part missing or I'm stuck. What do I do?
Email help@prefilters.com.au before you go any further and we’ll help you sort it out.
Returns, warranty and filter issues
Can I return something if I change my mind?
Yes, within 7 days of receiving it, if it’s unused, undamaged and in its original packaging. You pay return shipping, and a 10% restocking fee applies. Opened or used filters can’t be returned for change of mind, for hygiene and safety reasons.
What if my product is faulty, damaged or wrong?
Email us with your order number and photos. Faulty, damaged or incorrect items aren’t subject to the restocking fee or return shipping, and your rights under the Australian Consumer Law always apply. Please tell us within 7 days of delivery if something arrived damaged or wrong, so we can sort it quickly.
Is there a warranty?
Yes. Our filtration products have a 12-month warranty from the date of purchase covering defects in materials and workmanship. It’s in addition to your rights under the Australian Consumer Law. It doesn’t cover normal filter wear, blockages from local water conditions, or damage from incorrect installation.
My filter or housing has a problem. What should I do?
Tell us within 14 days of receiving your order, with your order number, photos and a short video if it helps. We’ll work through troubleshooting with you within the next 14 days (30 days from delivery in total). After that, our warranty applies.
My water flow has slowed. Is my filter faulty?
Usually not. Slower flow normally means the filter is doing its job and collecting sediment or minerals, and it’s time to rinse or replace it. Blockages from local water conditions are part of normal filter use and aren’t a defect.
How long do refunds take?
Once we receive and check your return, refunds take up to 7 business days to process back to your original payment method.
Full details: Return and Refund Policy · Warranty Policy · Filter Issue Policy
Water and filtration
What does a town water system reduce?
Chlorine and chloramine (the pool taste), added fluoride, metals like lead and copper from old pipes, PFAS, VOCs and pesticides, and sediment. Each product page has a table showing the estimated reduction for each filter stage.
Does it reduce fluoride?
Yes, our town water systems do. Fluoride slips straight through standard carbon, jug and fridge filters, so our Fluoride Filter uses specialist mineral-based media, lab tested by ALS Brisbane. Caravan and RV triples can also take a Fluoride Filter in position 3.
What about tank, bore and river water?
These systems start with the UltraFilter 0.01, which targets sediment, cysts and microbes, then a carbon filter matched to the source. The Bore Carbon Filter is built for iron, manganese and the rotten-egg smell common in bore water.
Does it kill bacteria?
Our filters reduce bacteria but aren’t a sterilisation system. If your water source is untreated, keep up regular tank and bore maintenance. For extra protection, you can add a UV filter.
Why do you build systems around the water source?
Most filters are built for one kind of water and sold for all of them. A filter made for chlorinated city water clogs fast on bore water’s iron, and one made for bore water is overkill for rain. We start with your source and build from there.
Is PreFilters Australian?
Yes. PreFilters is owned, designed and assembled in Australia by Naturopath Nate.
Can I see what's in my local town water?
Order a Water Report ($15). Naturopath Nate reviews the latest published data for your local supply and sends you a plain-language report on hardness, fluoride, chlorine or chloramine, ioniser compatibility and your recommended setup, within 72 hours. Town water only.
Still have a question?
Email us and include your order number if you have one. We’re available 9am to 5pm, Monday to Friday (AEST), and reply within 3 business days.