The performance guarantee covers the Halcyan’s effect on the build up of hard limescale. This means that the Halcyan

• Will reduce existing limescale by a significant amount (to the point where it is no longer an issue)

• Will prevent the accumulation of new scale throughout the system

Due to the technical nature of the product and the unpredictability of water, this guarantee does not cover.

• The ‘soft water benefits’ on skin and hair or extra lathering. These are welcome additions to its main purpose but they are highly subjective, and subject to a wide range of other influences outside of our control.

• The inability to secure an installer does not warrant a refund. We will do everything possible to help you secure a professional installer.

• The appearance of the non-bonding Calcium residue is not grounds for claiming under the guarantee, as it’s an inevitable outcome of the process which is explained fully on our website. In some instances, a small amount of limescale residue may appear in one specific area of the house (eg. the surface of a plug, the edge of the kettle), this does not prove the device is not working properly, and proof of general failure may be required before a replacement/refund is authorised.

• Residue that accumulates in areas which have not be cleaned within 14 days of contact with the water.

Please ensure you are fully informed about the non-bonding residue prior to purchasing, you can read about it in more detail here.

Firstly, ask yourself if you’ve left the device enough time to demonstrate what it does, we recommend a minimum of 3 months.

If after that time, you feel that your Halcyan isn’t performing, then please take follow-up pictures of the areas previously photographed and send them to us, along with a thorough description of your experience with your unit. We will share this with our technical team who will analyse all the details. They may have some follow up questions, observations or suggestions to explain what you’re experiencing or what next steps would be best.
Should the unit be deemed faulty, you will be offered either a replacement unit or a full refund.

If we agree a replacement, we will require a £150 deposit fee (due to previous non-returns) which as soon as it’s paid your new unit will be shipped to you. The deposit will be fully refunded within 48 hours of the faulty unit being returned.

If we agree a refund, you will need to return the faulty unit. Once the unit is safely received your refund will be processed, this can take up to 14 days to appear in your account. We do not cover any associated plumbing costs, within the guarantee.

Please do not return your unit without our prior written agreement, as refunds and replacement units are subject to our approval, and not automatic.

Please ensure you have read our guarantee document in full below:

Please feel free to contact us if you are unsure on any points within the guarantee or if you’d like any further clarification.