Terms & Conditions

01 About Us

Primate Water Solutions is an Irish business and the official installation partner for Waterdrop filtration systems in Ireland. References to "we," "us" or "our" mean Primate Water Solutions; "you" means the customer placing an order or booking a service.

02 Products & Pricing

• All prices are listed in Euro (€) and include VAT unless stated otherwise.
• Filter system prices include free professional installation anywhere in Ireland.
• We reserve the right to update prices, specifications and product availability at any time. The price confirmed at the point of order is the price that applies to that order.
• Product images are for illustration; genuine Waterdrop components are supplied as described.

03 Orders & Payment

• An order is confirmed once we have acknowledged it and, where applicable, payment has been received.
• We may decline or cancel an order where a product is unavailable, a pricing error has occurred, or we are unable to provide service to your location.
• Any quote provided is valid for 30 days unless stated otherwise.

04 Installation

• Any installation date and time you select when booking is a preference, not a guarantee. Our engineer will take it into account and do their best to meet it. We will contact you as soon as possible after booking to confirm the slot, or to agree an alternative if it cannot be met.
• Installation is carried out by our professional systems installation technicians and is included free with every system.
• You agree to provide safe and reasonable access to the installation location and a suitable mains water connection and (where required) a standard electrical outlet.
• Installation dates are arranged with you in advance and are subject to availability; we will always aim to attend as scheduled and will notify you promptly of any change.
• Where pre-existing plumbing, water pressure or property conditions prevent a safe installation, our technician will advise you of any remedial work required before fitting can proceed.

05 What "Free Installation" Covers

"Free installation" means the professional fitting of the water filtration system itself is provided at no cost. It does not include any additional work that may be required, or requested by you, in order for that installation to go ahead. In particular, it does not cover repairs to pre-existing plumbing, piping or fixtures.

The system must be fitted to sound, leak-free plumbing. This protects both your property and your cover: if a system is installed onto damaged or leaking pipework, the installation cannot be carried out correctly and the 2-year manufacturer's warranty would be voided. For this reason, we cannot proceed with a fitting on plumbing that is damaged or leaking.

If our technician identifies a leak or damaged pipework on the day, we will inform you straight away and you will have two options:

• Reschedule the installation — you arrange for the leak or damage to be repaired independently (for example, by hiring your own plumber), and we return to complete the fitting once the plumbing is sound.
• Have our technician carry out the repair — where possible, our plumbing technician can fix the issue on the day. This is a chargeable service: a fee applies for the parts used and the additional time required, and is separate from the free installation of the filtration system.

To avoid wasting your time and ours — and to help your installation go ahead smoothly on the first visit — we strongly recommend that, before your appointment, you clear out and empty the under-sink area (or wherever the system is to be fitted) and inspect the pipework to confirm it is free of leaks, mould and damage. If you have any concerns about the condition of your plumbing, please let us know in advance so we can advise you.

06 Warranty

• Systems professionally installed by Primate Water Solutions are covered by a 2-year parts and labour warranty.
• The warranty period begins on the date of installation, as recorded on the completion sheet you sign once the system has been tested and confirmed working.
• The warranty covers faults with the system itself. It does not cover problems caused by improper use, neglect, or failure to care for and maintain the system as instructed — including failure to replace filter cartridges at the recommended intervals.
• Should a professionally installed system fail or break down within the warranty period, you are entitled to a free repair: both the replacement part and the labour are provided at no cost and are covered by Primate Water Solutions. A standard €80 call-out charge applies to each repair visit.
• Self-installation, or installation by any third party, voids the manufacturer's warranty and disqualifies the system from any refund, repair or replacement.
• The warranty does not cover damage caused by misuse, accidental damage, unauthorised modification, or failure to carry out recommended filter replacements.

07 Filter Replacements & Maintenance

• Filter cartridges are consumable items and require periodic replacement to maintain performance and water quality.
• Replacing cartridges does not affect your system warranty, provided genuine Waterdrop cartridges are used.
• Optional annual service plans are available; details and pricing are confirmed at the time of booking.

08 Refund & Cancellation Policy

Returns — 14 days, unopened and unused only

• Filter cartridges and filter systems may be returned within 14 days of delivery, provided they are unopened and unused and still in their original, sealed packaging, complete with all parts, fittings and documentation supplied.
• A product that has been opened, unsealed, connected, part-fitted or otherwise used is not eligible for return or refund.
• The product must reach us in a resalable condition. We may reduce or refuse a refund where an item is returned damaged or incomplete.
• Return shipping is at the customer’s own cost. We do not cover postage or collection for a change-of-mind return. This does not apply where an item is faulty or was supplied in error — in that case we cover the cost of getting it back to us.

Installed systems — no refunds or returns

• There are no refunds or returns on any system that has been installed. Installation permanently commissions the unit into your plumbing, and the product can no longer be returned as new.
• Before any work begins you are asked to confirm that you understand installation is carried out at your request and that, once it is complete, the order can no longer be cancelled or returned.
• On completion, our technician tests the system with you and you sign a completion sheet confirming it is installed and working correctly. That signed sheet is your confirmation that the work was completed to your satisfaction.
• An installed system that later develops a fault is dealt with under the warranty in section 06, not by refund.

Cancelling before installation

• You may cancel at any time before your installation appointment. Any amount paid online is refunded, excluding the €100 deposit, which is non-refundable as it reserves your installation slot and covers the scheduling cost.
• Rescheduling is free. If the date no longer suits, contact us and we will move your appointment at no charge rather than cancelling.
• If our technician attends at the agreed time and cannot carry out the installation because access, the mains water connection or the location is not ready, a further call-out charge may apply.

How to request a return

• Contact us using the details in section 13 within 14 days of delivery, quoting your order reference and the reason. Do not send anything back before we have confirmed the return.
• Approved refunds are issued to the original payment method, normally within 14 days of the returned product reaching us and being inspected.

Nothing in this section removes or limits your statutory rights as a consumer under Irish and EU consumer law, including your rights where goods are faulty, not as described, or not fit for purpose.

09 Water Quality Testing

Any complimentary water quality test we provide is intended as a general guide to help recommend a suitable system. Results are indicative and do not constitute a certified laboratory analysis.

Please note that any free water quality test referred to on this website, or in any of our promotional materials or flyers, is offered exclusively as part of the purchase and installation of a water filtration system. Complimentary testing is not available as a standalone service and will not be carried out where no system has been purchased.

The multi-parameter litmus strip test is provided as a rough indication of water quality only. Its results are displayed as ranges — showing whether readings fall within safe or unsafe levels — rather than exact values, and should not be relied upon as 100% accurate. Fully accurate analysis would require a water sample to be tested in a certified laboratory, which is not a service we provide on site. The strip test is intended solely to illustrate the difference between your unfiltered tap water and your filtered water, and should be treated as indicative only.

10 Liability

We carry out all work with reasonable skill and care. To the fullest extent permitted by law, our liability is limited to the value of the products and services supplied. Nothing in these Terms excludes liability that cannot be excluded under Irish law, including your statutory consumer rights.

11 Privacy

Personal details you provide (such as your name, contact information and address) are used only to process your enquiry, order, installation and ongoing support. We do not sell your data to third parties. Your information is handled in accordance with applicable data-protection law (GDPR).

12 Governing Law

These Terms are governed by the laws of Ireland, and any disputes are subject to the exclusive jurisdiction of the Irish courts.

13 Contact

Questions about these Terms? Call us on 089 497 0833 or get in touch with our team — we're happy to help.