We’re very sorry your order has arrived damaged — thank you for bringing this to our attention. To resolve this quickly, we can offer the following options. Please contact our Customer Service Team and let us know how you’d like to proceed:

Option 1: Replacement Head Unit

We can send you a new head unit for your filter, which includes the electrical components and a new plug, at no extra cost.

Option 2: Partial Refund

If you feel confident replacing the plug using a spare you may already have, we can offer a £5 partial refund for the inconvenience.

⚠️ Important: Replacing the plug yourself does not affect your warranty, but it should only be done if you are confident and competent to do so safely.

Always disconnect the unit from the mains electricity before handling or attempting any maintenance.
Please also refer to the troubleshooting section of your product instruction manual for guidance.

Let us know which option you prefer, and we’ll arrange it for you as quickly as possible.