Frequently Asked Questions (FAQs)
Your questions answered
Here are some of the frequently asked questions (FAQs) from our customers.
If you have a question that's not covered please do get in touch
Q: How do I know which filters I need?
- The owners’ manual that came with your MVHR unit should provide details of the replacement filter including product code and dimensions.
- Alternatively, check on the front or the body of the MVHR unit for the make and model which you can then match to a product on or our website.
- As an additional check to ensure you purchase the correct replacement filter from us, we recommend that you check the dimensions of the existing filters to match to an existing product on our site.
Please do feel free to contact us if:
- you have any queries or require further advice.
- We do not stock the filter you need.
Q: Is there a difference between filter grades?
Our filters fall within the category of dust air filters for general ventilation. The European standard applicable is EN779:2012.
As a matter of principle, we only sell the higher G4 grade of filter, often referred to as the “premium” grade by our competitors, at the price our competitors provide lower grade filters.
This filter has an average arrestance (which is the measure of the ability of an air filtration device to remove synthetic dust from the air) of approximately 90%.
Q: What’s special about our filters?
The filters we provide are double sided which means the air passing through your home gets filtered twice, compared with our competitors filters which are single sided.
Our filters are washable. Simply pop them in the washing machine on a cold wash and short cycle to get all the fine dust out. Dry thoroughly and replace. For this reason we recommend purchasing two pairs of filters so that you always have one pair to use while the other pair is drying.
Our filters reuse and recycle the existing frames. This means less waste, which is better for our planet, and reduced costs, which we pass on to you the customer.
Q: Do your prices include VAT?
Yes, all our prices include VAT and free shipping on all orders.
Q: Which discount will you apply to my order?
We will apply the best discount available to you.
Q: When will my order be posted?
Orders will be posted the following working day and sent using the Royal Mail 24 service which aims to deliver the next working day. All orders are tracked and customers are provided with a tracking number on despatch of order.
Q: How often should I change my filters?
Heat recovery units require regular periodic maintenance to keep the air in your home healthy. For instance, to ensure there isn’t the build up of things like mould in the system.
The maintenance schedule and life of the filters is also dependent on your local environment. For instance, if you live on or near a busy road or railway line you will need to change your filters more frequently.
Our advice is you change each pair at least every six months to ensure the optimum performance of your heat recovery unit.
Q: What is the basic maintenance required for the heat recovery and ventilation unit?
The filters we provide can be vacuumed and washed on a cold wash to remove fine dust particles, unlike our competitors' products which can only be vacuumed.
We recommend washing monthly, on a cold wash, and allowing to dry thoroughly before reinstalling. For this reason we advise you order two pairs to ensure you always have a pair ready to use.
Please refer to the owners’ manual of your unit for information on servicing and maintenance.
Regular maintenance will prolong the units’ life.
Q: How do I change my filters?
Our filters are really easy to replace. The first time you install our product you will need to prepare the existing frame by removing the existing filter media.
Please follow the steps below:
- Using a pair of scissors or utility knife cut along the seam to expose the frame.
- Once you have removed the existing frame check for signs of damage. If the join/weld is broken do not use and contact us immediately. There might be signs of rust on the frame. This is nothing to be concerned about.
- Insert the existing frame into our product and reinstall into your MVHR unit with the cloth handle nearest to you.
- If you have a digital control panel this may need resetting.
The next time you change your filter simply follow steps 2 to 4 above.
We recommend that you read the owners’ manual which might detail specific steps not covered here. For instance, turning off the unit prior to replacing the filters or resetting the system after filter changes.
Q: What kind of filter quality can I expect?
We only stock the premium filter product, G4, which we provide to you at the price our competitors provide the lower quality G3 filter.
All our raw materials are sourced in the UK and our filters are also produced in the UK to the highest quality.
Each filter goes through our thorough quality control checks prior to dispatch to our customers.
We offer a money back guarantee if you are not 100% satisfied with our product. All our products comply with the EN779:2012 standard.
Q: Why should I buy my filters from you?
We offer the best value on all of our filters. With free shipping in the UK, we have the lowest delivered price for our UK customers.
We aim to provide you with the best shopping and after sales experience possible. If you think there's anything more that we could be doing to improve the customer experience, please do get in touch .
Q: How can I pay?
You will be asked to pay the balance of the order by any major Credit/Debit Card or ApplePay and PayPal. The card provided must be registered to the Account holder at the Account holder's address.
We will only ever ask you for essential information and all payments comply with the standards of the PCI Security Standards Council (PCI SSC).
Q: How can I be sure I'm buying safely?
We do not hold any of your card details or payment information. All transactions are encrypted and handled using the latest in security technology by our payment processing provider SQUARE or PayPal.
SQUARE only captures card details (payment information) in order to process the immediate transaction. There is the option to store your payment details on file in order to speed up processing on subsequent visits but this is done ONLY with the explicit consent of the customer.
Transactions are also monitored constantly to prevent fraud, identity theft and other attempts by hackers to compromise our customers.
Transactions will appear on your bank statement as “MVHR Filter”.
If you would like to know more, please do contact us and we will be happy to answer any of your questions.
We are constantly updating this page with questions our customers ask so watch this space!