Frequently Asked Questions

It depends on what you want to improve.

Choose reverse osmosis if your main priority is purified drinking and cooking water.

Choose whole-house filtration if you want to reduce sediment, chlorine taste and odour and improve general-use water throughout the property.

Choose a water softener if your main concern is hard water and scale caused by calcium and magnesium.

If you want whole-home filtration together with purified drinking water, consider the HG Complete Home Solution.

If you are unsure, contact us with your postcode, water source and main water concerns and we can help you compare the options.

There is no single water-treatment system that every household needs.

A filtration system may be worth considering if you want to improve drinking-water taste, reduce particular substances supported by the system's filtration data, reduce sediment or chlorine throughout the home, or address hard-water scale.

The appropriate system depends on your water source, local water conditions and what you want to improve.

A water softener is designed to reduce water hardness.

Hard water contains higher levels of minerals such as calcium and magnesium. These minerals can contribute to scale on taps, shower screens, plumbing, hot-water systems and water-using appliances.

The HGS-80 uses ion-exchange technology to reduce hardness and is designed primarily for households experiencing hard-water and scale problems.

Filtration and water softening solve different problems.

A whole-house filter is primarily used to reduce sediment, chlorine taste and odour and selected substances depending on the filtration media.

A water softener is primarily used to reduce calcium and magnesium hardness that causes scale.

If your property has both filtration concerns and hard water, the two systems may be used together.

For drinking and cooking water, an under-sink RO system can also be added where additional purification is desired.

The HG Complete Home Solution combines whole-house filtration with an under-sink reverse osmosis drinking-water system.

The whole-house system treats incoming water before it is distributed throughout the property, while the RO system provides an additional level of purification for drinking and cooking water at the kitchen.

This provides two levels of water treatment without expecting one system to perform two different jobs.

If hard water or scale is also a concern, an HGS-80 water softener can be considered separately as part of a more comprehensive home water-treatment setup.

The main difference is where the water is treated and what the system is designed to do.

Reverse osmosis is a point-of-use system designed primarily for purified drinking and cooking water at the kitchen.

Whole-house filtration is installed at the main water entry point and treats a much larger volume of water for general household use.

If you want both whole-home filtration and more advanced purification at the kitchen tap, the two systems can be used together.

Whole-house water filtration treats water as it enters the property, before it is distributed to taps, showers, bathrooms, the laundry and other connected outlets.

Unlike an under-sink RO system, which focuses on drinking and cooking water, a whole-house system is designed to improve general-use water throughout the home.

Reverse osmosis, commonly known as RO, is a water purification process that uses a fine membrane to separate water from many dissolved substances and impurities.

HG PureWater RO systems are installed under the kitchen sink and are designed primarily to provide purified water for drinking, cooking and beverages.

Reverse osmosis is designed to reduce many dissolved substances and impurities by separating them through an RO membrane.

However, filtration performance varies by product, membrane, operating conditions and the substance being considered.

For claims relating to specific substances such as PFAS, fluoride, metals or other contaminants, please refer to the test reports and performance information for the exact HG PureWater model rather than assuming that every RO system performs identically.

RO membranes reduce many dissolved ions, including some naturally occurring minerals such as calcium and magnesium.

Reverse osmosis is designed primarily for water purification rather than for maintaining the original mineral profile of the incoming water.

Yes.

Both the HGH-24 and HGH-26 require access to a suitable electrical outlet for normal operation.

The installation location should therefore have suitable access to both the water connection and electrical power.

Under typical operating conditions, for every approximately 3 parts of feed water, the system produces approximately 2 parts purified water and 1 part concentrate water.

This is equivalent to an approximate recovery rate of around two-thirds of the incoming water.

Actual performance can vary depending on factors such as incoming water pressure, temperature and water quality.

Not necessarily. The two systems serve different purposes.

If your only priority is purified drinking and cooking water, an under-sink RO system may be sufficient.

If you also want to improve water supplied to showers, bathrooms, the laundry and other areas of the home, whole-house filtration can be installed in addition to RO.

The HGW-03 is a three-stage whole-house filtration system designed to treat water at the main entry point of the property.

Its filtration stages help reduce sediment and particles as well as chlorine taste and odour before water is distributed throughout the home.

Whole-house filtration is different from reverse osmosis and is not intended to provide the same level of dissolved-solids removal as an under-sink RO system.

No. Standard whole-house filtration and water softening are different treatment processes.

The HGW-03 is designed for filtration, while the HGS-80 is designed primarily to reduce water hardness.

If scale caused by hard water is your main concern, a water softener may be required in addition to filtration.

The HGW-03 can be used with suitable rainwater systems, but the treatment required depends on the quality of the source water and how the water will be used.

Rainwater quality can vary, and additional treatment or disinfection may be required where microbiological contamination is a concern.

Contact us if you would like help assessing the most appropriate setup for your property.

Bore-water conditions can vary significantly between properties, including hardness, iron, minerals and other water-quality characteristics.

For this reason, we do not recommend selecting a standard system based only on the fact that the property uses bore water.

HG PureWater can provide alternative solutions for bore-water applications. Contact us with information about your water source or an available water analysis so we can recommend the appropriate next step.

We do not recommend using HGS-80 softened water as your primary drinking or cooking water.

The HGS-80 is designed primarily to reduce hardness and scale in household water used for showers, bathrooms, laundry, plumbing and appliances. Ion-exchange softening reduces calcium and magnesium hardness by exchanging these hardness ions with sodium ions, which changes the mineral composition of the water.

For drinking and cooking, we recommend maintaining an appropriate drinking-water supply or pairing the household system with an under-sink reverse osmosis system.

There is no fixed refill interval.

Salt consumption depends mainly on household water usage, incoming water hardness and how frequently the system regenerates. Homes using more water or receiving harder water will generally use salt more quickly.

Check the salt level regularly and top up the brine tank before the salt level falls below the water level.

Installation requirements depend on the product, but systems connected to household plumbing should be installed correctly and in accordance with applicable requirements.

Professional installation is arranged through our network of licensed plumbing partners across Australia.

Yes, professional installation can be arranged through our network of licensed plumbing partners across Australia.

Availability and pricing depend on your postcode, product type and site conditions.

Contact us before ordering installation if you would like us to confirm availability and requirements for your property.

Professional installation is arranged through our network of licensed plumbing partners across Australia, who will carry out the standard installation, connection and basic system testing.

The exact scope depends on the product and installation site.

Additional plumbing work, modifications, unusual access conditions or additional materials outside the standard installation may result in additional costs. Where applicable, these requirements can be identified when the installation is assessed or quoted.

We may ask for:

• Your postcode
• The product you are considering
• Clear photos of the proposed installation area
• Photos of the water meter or main pipework for whole-house systems
• Photos of the under-sink area for RO systems
• Information about available power, drainage or installation space where relevant

Providing clear photos before installation helps us identify potential site requirements and arrange the appropriate plumbing partner.

For systems connected to the main household water supply, the water may need to be temporarily turned off while plumbing connections are completed.

Your plumber can advise you about the expected interruption based on the installation.

Replacement intervals vary by system, water quality and household usage.

As a general guide:

HGH-24

• RO filter: approximately every 2 years
• PCT filter: approximately every 1 year

HGH-26

• Both replacement cartridges: approximately every 1 year

HGW-03

• Whole-house filter set: typically approximately every 12–18 months, depending on incoming water quality and household usage

These are general replacement guidelines rather than guaranteed filter-life periods. Water conditions and usage can shorten or extend actual service life.

Filters do not process the same amount or quality of water in every home.

Incoming sediment levels, chlorine, water quality, household consumption and other operating conditions can all affect how quickly filtration media are used.

If you notice an unusual reduction in flow or a change in water taste, odour or appearance, contact us if you are unsure whether the filters should be inspected or replaced earlier.

Compatible replacement filters are available directly from HG PureWater.

Always choose the replacement filter designed for your exact system model. If you are unsure which cartridge you need, contact us with your model number before ordering.

Yes. HG PureWater offers free delivery Australia-wide.

Orders are generally dispatched from Melbourne on the second business day after purchase.

Delivery timeframes depend on your destination and the courier or freight provider.

Once an order has been dispatched, transit times are managed by the relevant carrier and may vary depending on location, freight conditions and other factors outside HG PureWater's direct control.

Yes. Order collection is available from our Blackburn location by appointment.

Please contact us in advance to arrange a suitable collection time and ensure your order is ready before you arrive.

Yes. Our Melbourne showroom is located in Blackburn, Victoria.

You can visit to view HG PureWater drinking-water, whole-house filtration and water-softening systems.

Please refer to the Melbourne Showroom page for current opening hours and contact us before visiting on public holidays.

Please contact HG PureWater as soon as possible and provide your order number, product model and clear photos of the packaging, product and affected item.

Keep the original packaging until the issue has been reviewed.

Our team will check the order details and advise you on the next step.

Current product warranty periods include:

• HGH-24 Reverse Osmosis System — 2 years
• HGH-26 Reverse Osmosis System — 2 years
• HGW-03 Whole-House Filtration System — 10 years
• HGS-80 Water Softener — 2 years

Replaceable filter cartridges, RO membranes and filtration media are consumable components and require routine replacement according to usage and water conditions.

Warranty conditions and exclusions apply. Please refer to the current HG PureWater Warranty Policy for full details.

Replacement filters, RO membranes and filtration media are consumable components and naturally require replacement as they process water.

Routine filter exhaustion or normal replacement is therefore different from a fault with the filtration system itself.

Please refer to the Warranty Policy or contact us if you are unsure whether a particular issue may be covered.

To help us assist you efficiently, please provide as much of the following information as possible:

• Your order number
• Product model
• Your postcode
• A short description of the issue
• Clear photos or a short video where relevant
• Any error message shown on the system

Providing this information usually allows us to understand the issue more quickly and advise the appropriate next step.

Water treatment is not one-size-fits-all.

Tell us your postcode, water source, household requirements and the main water issue you want to address, and the HG PureWater team can help you compare reverse osmosis, whole-house filtration and water-softening options.