FAQs

1.   How long does it take Aqua free to deliver after the order has gone through? 1.   How long does it take Aqua free to deliver after the order has gone through? Once the order has been made, the average period of delivery is between two and four workdays. On request, we will provide particularly fast delivery of on-stock membrane filters at an extra charge. Should you wish to take advantage of our express delivery service, delivery will be made within 24 hours. 2.   Do the filters keep out all germs, including Legionella? 2.   Do the filters keep out all germs, including Legionella? Yes, thanks to hollow fibre membrane technology the membrane filters are able to keep out all water-based germs, including Legionella (Legionella pneumophila). Hollow fibre membranes are singular pipes whose walls have a defined pore width. Water is funnelled into the tubes and escapes through the pores in the walls. Conditional on the pore size, all germs are caught in the pipes. The pore width of the membrane is 0.2µm. 3.   How long can I use the filters? 3.   How long can I use the filters? The minimum use-by date of an unused filter in its original packaging is six months for conditioned filters. For single-use sterile filters the storage life is two years if the filters are stored in cabinets and free of dust. According to Aqua free, the useful period (lifetime) of the filters at the application area is four weeks to six months depending on the product. The useful period is indicated on the corresponding product sheet. As a result of particularly difficult hygienic circumstances, the useful period may be shortened by the hygiene manager. We will be happy to provide you with more detailed information on this. 4.   Does the useful period still continue to elapse when I'm not using the filters? 4.   Does the useful period still continue to elapse when I'm not using the filters? Even if the filters are not installed, the minimum use-by date still needs to be adhered to. 5.   Is it possible for the filters to get blocked? 5.   Is it possible for the filters to get blocked? In general, there is no danger of the hollow fibre membranes getting blocked by waterborne germs, however, impurities in the water, for example: lime residue, films of oil and grease, metal residues from the piping system, phosphate residues from water demineralisation systems and biofilms can bring about a reduction in flow. 6.   What happens if the filter is used after the date of expiry? 6.   What happens if the filter is used after the date of expiry? If the membrane filters are used beyond the specified date of expiry, Aqua free Membrane Technology GmbH gives no guarantee that the water shall remain free of germs. 7.   Which detergents can I use for the filters and how do I clean them? 7.   Which detergents can I use for the filters and how do I clean them? Conventional surface disinfectants can be used (e.g. Bacillol or Bacillol® tissues). In general, the filters should be touched and cleaned as little as possible. If this cannot be avoided, for whatever the reason, the filter must be disinfected first and then the wash basin or shower tray. 8.   How exactly do I return filters from my location to Aqua free in Hamburg? 8.   How exactly do I return filters from my location to Aqua free in Hamburg? It is standard procedure for Aqua free to organise the collection of used filters from customers through UPS. In this regard, you need to call company headquarters in Hamburg or return the filters automatically through the logistics centre of the respective consumer. 9.   Can I process or sterilise the filter myself? 9.   Can I process or sterilise the filter myself? No! Each filter is processed, tested and individually packed by machine in a hygienic way in Aqua free's service centre. Processing is done in accordance with the relevant points in the German DGKH, DGSV and AKI guidelines as based on the regulations from the standard DIN EN ISO 15883 Sections 1 and 2 as well as the regulations of the Robert Koch Institute. For this reason, the hygienic processing of the membrane filters is to be done solely in Aqua free's service centre. 10. Is the filtered water completely germfree? 10. Is the filtered water completely germfree? The water from newly installed filters is germfree. This is guaranteed by the membrane and is regularly tested as part of quality management procedures. Retrograde bacterial contamination of the filters from outside is more the rule than the exception. As such, routine checks also find germs in sterile filters. Aqua free is able to determine this at all times. Should there be serious doubts about the integrity of the filters, please contact our quality management department. If in doubt, Aqua free can prove the integrity of each filter by having an independent institute carry out microbiological inspections. 11. What do I do if the filter is damaged or defective? 11. What do I do if the filter is damaged or defective? A complaints report comes supplied in each box. For damage or alleged deviations from the warranted properties, you should fill in this complaints report. The filter should then be clearly marked and placed into a separate bag and put into the box for mailing to Aqua free. This together with the complaints report is then to be provided for collection by UPS. The Quality Management department of Aqua free will look at every case. 12. How do I properly mount the filter and what do I need to consider? 12. How do I properly mount the filter and what do I need to consider? When assembling or replacing individual filters from different product ranges, please get in touch with your contact person at Aqua free. 13. Is there a minimum order quantity for the filters? 13. Is there a minimum order quantity for the filters? No, even the smallest quantities are available to order. 14. What happens to the used filters in Aqua free's service centre? 14. What happens to the used filters in Aqua free's service centre? The used filters are delivered to Aqua free's service centre by UPS. The products are then defined at Aqua free and reprocessed in an environmentally friendly way. Their functionality is tested before each is finally hygienically packaged. The processing workflow was developed with the support of the university hospital of Tübingen, Germany. Processing is done in accordance with the relevant points in the German DGKH, DGSV and AKI guidelines as based on the regulations from the standard DIN EN ISO 15883 Sections 1 and 2 as well as the regulations of the Robert Koch Institute. The process is secured by full internal pressure testing according to DIN 58356-2 and external inspections carried out by accredited laboratories. In accordance with the German Medical Devices Act, complete retracing is, of course, fully guaranteed. 15. Does installing sterile filters bring about recontamination of the existing pipeline network and does this       not actually accelerate the formation of biofilm? 15. Does installing sterile filters bring about recontamination of the existing pipeline network and does this       not actually accelerate the formation of biofilm? Every filter has a germ absorption capacity which far exceeds the values which strong contamination of a pipeline network would usually exhibit. This ensures that pipeline network contamination is avoided.

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