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Frequently Asked Questions
Why can't I just replace the hose?
Unfortunately the hose is factory fitted into the base of the tap, so it is not possible to just replace the hose.
What will happen if I don't swap my tap and carry on using it?
If you continue to use the filtered cold/boiling tap there is a chance there will be an escape of water. The boiler is under mains pressure, so the water will continue to escape until it's shut off.
Will the new tap come with a warranty?
Yes, the new tap will come with a new 2 year guarantee (Please note this only applies to the new tap, not the existing filter system or boiler).
Can QETTLE arrange for an engineer to fit the tap for me?
We do have a network of engineers covering most of the country, CHECK
whether we have one in your area. Or, you can find a CIPHE (The Chartered Institute of Plumbing and Heating Engineers) certified plumber in your area
What do I get for the £120.00? Does it include installation?
The tap price of £120 is for the tap only and does not include installation. Those with good DIY skills can carry out the replacement or you are welcome to use the QETTLE Accredited Installers or your own plumber.
Why is my tap potentially affected?
We have been advised by one of our hose suppliers that they have identified a batch of boiling water hoses which could potentially develop an issue after prolonged use. Whilst the likelihood of the issue occurring is relatively low, as a responsible, family-run manufacturer we feel it is only right that we make you aware of the potential for a problem.
Why are you not issuing a replacement tap and fitting it free of charge?
Our decision to offer a significantly reduced, rather than free of charge replacement tap is because your tap has been installed and working for well over two years. The Consumer Rights Act 2015 states that goods must be of satisfactory quality, fit for purpose, and as described. These rights exist for up to six years from the date of purchase, but they don't mean that products must last for six years. Rather, the Act means that remedial action is available for up to six years if a product turns out to be faulty and if the consumer can prove that the fault was present at the time of its delivery.
Given that your tap's warranty has expired, and it is still fully functioning, we do not feel it is reasonable for us to bear the full cost of a replacement tap. However, as a reflection of our commitment to customer satisfaction, we wanted to offer you the opportunity to purchase a brand new QETTLE Original tap (with new, two-year warranty) for a greatly reduced price.
I have further questions, and would like some further support. What should I do?
We would be happy to discuss any issues you would like to raise. Please send an email to taps@QETTLE.com
with your thoughts and we’ll be in touch ASAP.