FAQs
About ProperWater & our filters
What is ProperWater?
ProperWater (ProperWater Pty Ltd) is an independent Australian business supplying compatible replacement filters for Complete Home Filtration (CHF) systems, shipped Australia-wide. We're not affiliated with CHF — we simply make quality replacement filters that fit their systems, at honest prices with no lock-in.
Are these genuine CHF filters?
No. Our filters are independently made replacements designed to be compatible with CHF systems. We're not affiliated with, endorsed by, or sponsored by Complete Home Filtration. You get a filter that fits your existing system, without the proprietary pricing or service contract.
Will these fit my system?
Our filters are built for the standard 15" × 4.5" cartridge format used by CHF systems, including the CHF-6000 and CHF-6200. If your housings take standard 15" × 4.5" cartridges, our filters will fit. Not sure? Email us at joe@properwater.com.au and we'll help you check.
What's in the replacement set?
Our 3-stage set includes a sediment filter (removes sand, rust and dirt), a resin media refill (softens your water), and an activated carbon block (reduces chlorine, taste and odour). Full details are on each product page.
Choosing the right product
What's the difference between the resin and NAC sets?
The resin set softens your water by removing the minerals that cause hardness — best if you want that soft-water feel on skin and hair, and it's refilled about once a year. The NAC set conditions your water so scale can't form while keeping the minerals in — it's lower-maintenance and longer-lasting, best for set-and-forget scale protection. Each product page explains which suits which need.
How often do I need to replace the filters?
As a general guide, the sediment and carbon cartridges are replaced about once a year, and the resin media is refilled about once a year as it exhausts. Actual timing depends on your water quality and household usage.
Do I need a plumber to fit them?
No. The sediment and carbon cartridges drop straight into your existing housings, and the resin is a simple refill. Step-by-step instructions are included with every order.
Orders & shipping
Where do you ship?
We ship Australia-wide.
How long does shipping take?
We dispatch orders within 1–2 business days. Once on its way, your order typically arrives within 5–7 business days, depending on your location in Australia. You'll receive tracking details by email when it ships.
How much is shipping?
Shipping is a flat $15 per order, shown at checkout before you pay.
How do I track my order?
Once your order ships, we'll email you a tracking number. You can also track your order any time using the Track Order link in our website menu.
Can I change or cancel my order?
If you need to change or cancel an order, contact us as soon as possible at joe@properwater.com.au and we'll do our best to help. Once an order has been dispatched, we may not be able to make changes.
Returns & support
What's your returns policy?
We offer a 30-day change-of-mind return on unused items in their original sealed packaging, and of course your full rights under the Australian Consumer Law for any faulty item. For hygiene reasons, we can't accept change-of-mind returns on opened filter media. See our Refund Policy for full details.
What if my order arrives damaged or incorrect?
Please contact us straight away at joe@properwater.com.au with your order number and details, and we'll make it right.
How do I get in touch?
Email us anytime at joe@properwater.com.au — we're a real Australian team and we'll get back to you within one business day.