Protected from day one.
Every new Pluvia comes with a 12-month warranty and 1 year of Smart Service at no extra cost. That means repair coverage, a scheduled filter replacement, and priority support — from the moment it's installed.
What's covered.
Your 12-month warranty starts the day your Pluvia is installed and covers any fault that needs repair, apart from the exclusions below. We provide it through your first year of Smart Service, which includes all of this.
The warranty is given by MONSO LIMITED, trading as Monso Water. It's legally binding and comes on top of your legal rights. It doesn't depend on taking a paid Smart Service term, but we can pause warranty repairs while an amount you owe us is more than 60 days overdue. Full warranty terms (Section 9)
Full repair coverage
If your Pluvia develops a fault that needs repair, we repair it, replace the faulty part or replace the appliance — with no charge for parts, labour or call-out. That includes parts that wear out in normal use.
Filter replacements
Your CAC+ filter replacement at about 6 months is included in your free year, and we fit it for you. The CAC+ and ROC replacement at about 12 months starts your next service year, so to receive it, continue Smart Service after Year 1. No tracking, no reordering.
Free re-installation
Moving house? Disconnect it yourself following the guidance on our Smart Service page, bring it with you, and we’ll install it at your new address free of charge — as long as it’s within our service area and a standard installation.
Priority support
Skip the queue. When two customers need the same kind of help at the same time, our London-based support team helps the Smart Service customer first. It’s priority, not a guaranteed response time.
Replacement unit during service
If your Pluvia needs repair, we provide a temporary replacement unit so you can keep enjoying clean water while we fix it. It stays ours, so please look after it and return it when we ask.
What's not covered.
Full transparency. Here's what falls outside warranty protection.
Accidental damage
Physical damage from drops, impacts, or spills is not covered.
Deliberate damage
Damage done to the unit on purpose is not covered.
Misuse or neglect
Damage caused by misuse or neglect, using the unit outside its intended purpose, or not following its operating, maintenance or safety instructions.
Self-installation or third-party fitting
Faults caused by installation or repair work done by anyone other than MonsoWater are not covered.
Unauthorised modifications
Faults caused by alterations or modifications we haven’t authorised are not covered.
Supply, plumbing and flooding
Faults caused by an unsuitable water or electrical supply, external plumbing or drainage defects, or flooding or water getting in from outside the unit.
Non-genuine filters or parts
Faults caused by filters, parts or accessories that aren’t genuine or aren’t compatible with your Pluvia.
An exclusion only applies to the extent it's relevant to the fault you're claiming for. These exclusions apply to the warranty and Smart Service repairs only — they never limit your legal rights. Section 9.4
Your legal rights, too.
Our warranty is in addition to your rights under the Consumer Rights Act 2015, which apply whatever else our Terms say. In summary:
- Goods must be of satisfactory quality, fit for their purpose and as described. Where we install them, they must be installed correctly.
- If goods are faulty, you can reject them for a full refund within 30 days. The 30 days start once they’ve been delivered and, where we install them, once we’ve told you the installation is complete. After that, you can ask for a repair or replacement and, if that doesn’t work, a price reduction or a final right to reject (a deduction for use may apply).
- If goods go wrong within 6 months, they’re presumed to have been faulty from the start unless we show otherwise.
- Services must be performed with reasonable care and skill. If they aren’t, you can ask us to put them right or to reduce the price.
These rights may differ slightly in Scotland. Citizens Advice (or Advice Direct Scotland) can tell you more. Section 9.1
After Year 1.
Your first year is on us. After that, keep your cover going for less than £1 a day.
Continue Smart Service for £25/month.
When your free year ends, you can continue Smart Service as a 12-month term at £25/month. Nothing is charged unless you agree to continue, and we'll remind you at least 30 days before your free year ends. Every benefit stays active — repairs, filters, re-installation, priority support. You can stop it renewing at any time, or end it early on 30 days' notice, paying only for what you've received. Section 10
If you don't continue: your 12-month warranty and Smart Service benefits end with your free year. Repairs are then covered only while you have an active paid Smart Service term. Your legal rights are not affected.
Changed your mind? You can still continue within 30 days of your free year ending without the £80 inspection fee, if the conditions in Section 10.21 are met — for example, the unit is in good working order and nothing has gone wrong in the meantime. After that, re-enrolling means an £80 inspection (unless we waive it) and new CAC+ and ROC filters at their pay-as-you-go price, and cover isn't backdated.
How to make a claim.
Your warranty covers the first 12 months from installation. After that, repairs are covered only while you have an active paid Smart Service term.
Contact us
As soon as you notice a fault, reach out via live chat, email, or phone with your name, address and your Pluvia’s serial number.
Diagnosis
Our team will troubleshoot remotely and identify the problem — most issues are resolved here. We may ask for photos or to inspect the unit.
Resolution
If it’s covered, we repair the unit, replace the faulty part or replace the appliance, at no cost to you. If not, we’ll tell you why and quote first.
Timeline
We’ll carry out your repair within a reasonable time. Smart Service customers get priority, though it isn’t a guaranteed response time.
Explore more
Stop paying for water that isn't pure.
Every day without Pluvia is another day drinking unfiltered tap water. Switch once — save £4,500+ over 5 years.
or £100/mo for 12 months
Not convinced? Return it within 30 days of installation for your money back.