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FAQs

We’re here to help!

Q
What is the advantage of Combimate compared to other water treatment systems?
A

British-designed and manufactured, Combimate is a widely recognised and thoroughly proven hard water scale inhibitor that has delivered protection to hundreds of thousands of UK homes since its launch in 1987.

Combimate does not use magnets or any electricity in its effective anti-limescale operation and is easy to install with minimal subsequent maintenance.

The product is supported by a professional UK-based customer service team with first class technical advice and spares support.

Find out how Combimate works – click here to watch our video

 

Q
Having installed Combimate, will I need a separate (non-treated) drinking water supply?
A

No. Combimate is not a water softener. Water softeners generally use salts, so softened water requires a separate supply because of the increased salt content.

Q
What is Combiphos?
A

Combiphos is the name of the crystals used inside the Combimate unit.

The Combiphos in your Combimate is a harmless food-grade polyphosphate compound which is used to prevent the formation of scale deposits in your hot water system. It utilises the phenomenon that minute concentrations of polyphosphates are sufficient to inhibit the deposition of scale onto metallic surfaces.

Because of its phosphate and silicate content Combiphos also inhibits corrosion by forming a thin protective layer on the metal surface.  A Combiphos concentration of 2-3ppm (parts per million) is sufficient to achieve both of these effects.

Existing hard scale, i.e. calcium carbonate, cannot be easily removed by Combiphos.  In these installations, Combiphos will prevent further scaling up.  Limescale can build-up in all untreated hot water pipes and systems whatever material they are made of, including plastic.

Find out how Combimate works – click here to watch our video

 

Q
What do the Combiphos crystals do the water?
A

Combiphos which, when in contact with water is released in very small quantities, is sufficient to keep the mineral ions in suspension.

This action prevents the formation of scale while retaining the health benefits of the natural minerals contained in hard water.

As mains water presses through the Combimate unit it flows through the Combiphos crystals.

The calcium within the water attracts the phosphate within the Combiphos crystals – in so doing, the minerals are kept in suspension as the water flows through the hot water system, preventing the calcium sticking to hot surfaces and leaving a deposit of limescale.

Combiphos also coats the inside of the pipework, boiler heat exchanger and appliances with a non-residual, microscopic, protective coating.  This again prevents scale-causing minerals from accumulating and aggressive soft water from corroding the system and appliances.

The action of the Combiphos does not soften the water but retains the health benefits of the natural minerals contained in hard water.

Q
Is Combiphos safe?
A

Yes, Combiphos is classed as a ‘food grade’ additive which conforms to European Standards EN1208 and World Health Organisation standards as a safe additive to drinking water.

You can install a Combimate directly on the rising cold water mains and safely bathe in or drink the water supplied.  Combiphos is safe for water in contact with babies, tropical fish, pets and skin conditions.

Q
Can I taste it?
A

No, Combiphos is completely tasteless.

Q
Does it smell?
A

No, Combiphos is odourless.

Q
Will it discolour my clothes?
A

No.  Combiphos has no effect at all on fabrics.

Q
Will Combimate protect my central heating system?
A

In a central heating system, Combimate will only protect the boiler via the mains water feed into the heat exchanger.  However, the ‘closed loop’ of the heating system (radiators, pipework etc.) is not protected.

Combiphos coats the inside of the pipework, boiler heat exchanger and appliances with a non-residual, microscopic, protective coating to prevent scale-causing minerals from accumulating and aggressive soft water from corroding the system and appliances.

Find out how Combimate works – click here to watch our video

 

Q
How do I know when the Combiphos crystals need replacing?
A

Combiphos will reduce in effectiveness in proportion to the amount of water passing through the Combimate unit.  This will vary depending on individual consumption, so not every situation will be the same – hence, we recommend the Combiphos is replaced annually.

Q
How can I buy Combiphos refills?
A

To purchase Combiphos online, please click here  

Alternatively, Combiphos can be bought from leading plumbing and building merchants with Trade stockist retail outlets located across the UK.

Combiphos is retailed via Trade stockist outlets in boxed 800g jars.  Online Combiphos orders are supplied in 800g bags for ease of postage.

Q
Does Combimate need maintenance?
A

Apart from the annual replacement of the Combiphos crystals, Combimate requires no other maintenance.

Q
Does heat affect the Combimate?
A

Yes.  If the Combimate is located in a warm environment (e.g. an airing cupboard) or near a heat source, the Combiphos crystals will dissolve at a faster rate.

Ideally Combimate should be installed at room temperature with a cold water supply, located at least 450mm from any appliance or local heat source to prevent water in the dome from warming and accelerating the dissolution of the Combiphos.

Q
Can I replace the Combiphos crystals myself?
A

Yes.  Replacing the Combiphos is easy if the procedure is correctly followed.  See ‘How do I change the Combiphos crystals?’ question below or refer to the owner’s manual supplied with the Combimate unit.

Q
Do I need a plumber to fit the Combimate unit?
A

Fitting the Combimate requires a basic competency level of plumbing skills and equipment. However, for peace of mind we recommend a professional plumber installs the product.

Find out how to install a Combimate – click here to watch our video

See James Lawrence of Plumberparts installing a Combimate – click here

 

 

Q
Who makes Combimate?
A

Combimate is a product made by Cistermiser Ltd – the leading manufacturer of water management systems. Cistermiser has been designing and manufacturing a range of high quality, cost effective, water efficient products in the UK for over 35 years.

Combimate was launched in 1987 and quickly became the product of choice of plumbing and heating professionals looking for an effective limescale prevention solution.  Over 30 years later, Combimate is still proudly made in the UK and continues to protect hundreds of thousands of homes by preventing limescale formation.

For more information on Cistermiser Ltd click here

Combimate and Cistermiser Ltd are part of Davidson Holdings – Davidson Holdings Ltd owns and manages brand-leading companies in the lightside building products sector.

For more information on Davidson Holdings click here   

Q
Where can I buy Combimate?
A

To purchase Combimate online, please click here

Alternatively, Combimate can be bought from leading plumbing and building merchants with Trade stockist retail outlets located across the UK.

Combimate is available in models for either 15mm fittings or 22mm fittings and your required size should be specified at point of order.

Q
My Combimate is due for its annual re-fill, but there are still plenty of Combiphos crystals inside it. Do I still need to change the Combiphos?
A

Yes.  To maintain the treatment effectively both the quantity and quality of the crystals needs to be kept at an appropriate level.

Combiphos reduces in volume in proportion to the amount of water passing through the Combimate which will vary according to individual circumstances.

Combiphos immersed in static water for more than two months without through-flow will start to deteriorate and will eventually form into a solid mass.

We recommend replacing the Combiphos annually.  This provides a simple routine for a range of typical domestic applications.

Q
I have fitted a Combimate, but why do I still have scale in my showerhead/kettle/taps?
A

Combimate is not a water softener.  Combiphos reduces the scale deposits by keeping the minerals which cause scale in a dissolved and suspended state at higher temperatures.  As a result most scale causing minerals pass through the system instead of forming scale deposits.

Unlike softened water, water that passes through a Combimate remains unchanged, so hard water treated with Combiphos but left in a kettle may still create a build-up when the water evaporates.  However, this residue is more paste-like in consistency rather than hard scale and is easily wiped away with a cloth without need for chemicals.

Q
How do I change the Combiphos crystals?
A

To remove the old Combiphos remove the cover from the Combimate (this automatically isolates the water supply) then open the unit by removing the cover, filler plug, retaining ring and clear dome.

Remove old Combiphos.  Reassemble in reverse order but place new Combiphos through the top prior to replacing the round plug.  Clean the ‘O’ ring seal before replacing the ’O’ ring with new (supplied within the replacement Combiphos jar).  To read our Installation Guide, click here

 

 

Q
Do I need to turn off the water supply to change the Combiphos?
A

No, when the Combimate cover is removed the mains supply is automatically isolated.  This feature also works as an emergency mains-supply cut-off device – much quicker and easier than trying to find your stop-cock!

Q
I want to change the Combiphos but how do I undo the metal ring?
A

Having removed the cover you should then remove the red filler plug to relieve the internal pressure. The aluminium ring should be not more than hand tight, although after 12 months it can very occasionally ‘bind’ on the plastic thread.  If it will not release using both hands we recommend using a filter band or ‘boa-constrictor’ type tool available at DIY outlets.  When replacing the ring it should only tightened manually.

Q
I have just changed the Combiphos and now have a leak! Why?
A

The most likely cause is that the large ‘O’ ring is in the wrong position or a small piece of Combiphos is preventing the ‘O’ ring from seating correctly.

Q
Where is my Combimate serial number?
A

The Combimate six digit serial number is located on the top of your product box – on the tamperproof seal (see Picture 1).

The serial number can also be found on the side of the Combimate base once the cover has been removed (see Picture 2 & 3).

Q
Are there any videos about Combimate?
A

Yes, please find the following video links below.

  1.  Find out how Combimate works – click here to watch our video
  2.  Installation of a Combimate – click here to watch our video
  3.  See James Lawrence of Plumberparts installing a Combimate – click here
Q
MY ONLINE ACCOUNT - Why should I create an account on this website?
A

Creating an account and then securely logging in to go shopping will make your checkout process quicker and easier. We advise doing this before placing any orders.

When logged in to your online account, you can view your personalised “My Account” order history, manage your personal details, amend billing or delivery addresses and also change your account password.

Old shopping accounts: In times gone by you may have previously shopped on our old-style Combimate website (which is no longer available) or placed an order over the phone via our Customer Services team, but please note that your old contact details will not have been maintained on our new Combimate website to ensure compliance with the General Data Protection Regulations (GDPR).

Q
MY ONLINE ACCOUNT - Why can’t I login?
A

If you’ve newly created an account on our new Combimate website, try signing in with the email and password you recently registered with. If you are still having problems, double-check that you have not got the CAPS Lock on.

If you still can’t login to your account, please click ‘forgot password’. The system will send an email to your registered email address. Once you have received this email, open it and note the temporary password. Login to your account as soon as possible using this temporary password and you will then be able to change your password to something more memorable.

Old shopping accounts: In times gone by you may have previously shopped on our old-style Combimate website (which is no longer available) or placed an order over the phone via our Customer Services team, but please note that your old contact details will not have been maintained on our new Combimate website to ensure compliance with the General Data Protection Regulations (GDPR).

Q
MY ONLINE ACCOUNT - I have forgotten my password to login, what should I do?
A

Go to Create Account/Login and click ‘forgot password’. The system will send an email to your registered email address. Once you have received this email, open it and note the temporary password. Login to your account as soon as possible using this temporary password and you will then be able to change your password to something more memorable.

Q
MY ONLINE ACCOUNT - How do I add or amend my online payment card details?
A

Our online shop does not save your card details. Each time you make an order, you will need to re-input your payment details.

Q
MY ONLINE ACCOUNT - How do I amend my saved addresses?
A

After logging in, you can amend your billing or delivery addresses in your personalised “My Account” page.

Q
MY ORDER - How do I make an order online?
A

Making a purchase could not be easier. You can either login to your customer account or purchase as a visitor. If you have already registered an account, just login to your online account first before you start shopping. This will save time.

To purchase online, browse our shop and click on any items that you wish to buy and put them in the shopping basket (please note there is a ‘quick purchase’ option). When you have finished selecting and adding products to your shopping basket, click on ‘proceed to checkout’ to view your shopping basket in full.

If you are a visitor, you will have to enter your details in full. If you have an account, then the default information will show. You can then amend where necessary and press ‘continue’ to save.

If you have a valid discount code to purchase a Combiphos Refill Pack (for our Combimate limescale prevention device), then please enter on the right hand side of the screen to apply discount to your shopping basket.

The next screen will allow you to add your payment details and complete your order. Payment is taken in full at time of ordering through our secure payment system. Once done, you will receive an email acknowledgement. Your order is then processed by our Customer Services team. They will confirm your order, supply your invoice and provide details on shipping timings.

*Please note – should any items be out of stock or be discontinued we will contact you and either offer an alternative or a full/partial refund where necessary. You may submit your credit card information via phone or online via our website “Contact” page.

You can call our Customer Services team on 0118 969 1611.

Q
MY ORDER - Will I receive an order confirmation?
A

You will receive an initial order acknowledgement via the email address you have given during our online order process.

Your order will be fully processed by our Customer Services team who will confirm your order to you, supply your invoice and provide details of your order despatch.

Q
MY ORDER - I have placed an order, when will I get an invoice?
A

Your invoice will be sent out to you on the day that the goods are despatched.

Q
MY ORDER - I have received my order and there is an item missing, what can I do?
A

First, check whether you have received all parcels on the consignment. If you have received all of your parcels, but an item is still missing, please contact us with the order number and product details so that we can check.

Q
MY ORDER - I have received my order but there is some damage, what can I do?
A

Please let us know immediately (Contact Us ) about any damaged goods. We will need to know the order number, and product details so we can investigate further. If possible, it would be helpful if you could send photos of the damage too.

Q
MY ORDER - What are the Business opening times?
A

Monday to Thursday 0830 to 1700

Friday 0830 to 1600

*Not open on Bank Holidays, Christmas and Easter.

 

Q
PAYMENT - What security procedures are in place when I pay online?
A

We process payments using the latest secured systems provided by Stripe Inc’s payments platform.

Q
PAYMENT - Can you provide your business VAT details?
A

The current applicable rate of VAT is charged on the price of goods and P&P.

Our VAT number for Cistermiser Ltd is 8348421 21.

Q
PAYMENT - What payment cards do you accept?
A

We accept the following cards: VISA, VISA Debit, Mastercard, AMEX, PayPal.

Q
PAYMENT - Can I see Ex-VAT prices or vice versa?
A

Yes, you can see the pricing listed in detail in your online basket and invoice.

Q
DELIVERY - What territories do you deliver to?
A

Please note that we only accept orders for delivery within the UK through our online shop, with all payments processed in £s Sterling (GBP).

We can deliver to all UK addresses with a valid postcode.

We can also deliver to valid postcode addresses in the Crown Dependencies of Guernsey (GE), Jersey (JE) and the Isle of Man (IM), but please note that VAT will be applied to all orders for those territories.

Please contact us to discuss delivery to Overseas territories.

Q
DELIVERY - How much does delivery cost?
A

For Combimate Product orders (to UK delivery addresses only), a £10 Carriage & Packing charge will be applied to single consignment orders with a total value of less than £600 (i.e. £500 + VAT).

Carriage & Packing will be Free Of Charge (FOC) for single consignment orders with a total value of £600 (i.e. £500 + VAT) or greater.

Note: No delivery charge is applied to individual orders for the Combiphos Refill Pack (product code SIL/50).

For Combimate Spares orders (to UK delivery addresses only), a £3 Royal Mail 2nd Class postal delivery charge will be applied to single consignment orders with a total value of less than £48 (i.e. £40 + VAT).

A £10 Courier delivery charge will be applied to single consignment orders with a total value of £48 (i.e. £40 + VAT) or greater.

Note: No delivery charge is applied to individual orders for small Combimate Spares items costing £3.

Should your order consignment contain a mix of Combimate Products and Spares items, then the appropriate delivery charge as defined for Product orders (subject to total value) will be applied.

Q
DELIVERY - Can I track my order?
A

Deliveries will be normally via Royal Mail or for larger items by our courier agents best suited to fulfil your order.

Q
DELIVERY - What happens if I am not in when the delivery arrives?
A

A delivery card will be left for you with instructions on how to follow-up on a missed delivery.

Q
DELIVERY - I am ordering from Belfast / Shetland Islands, how long can I expect to wait for delivery?
A

Delivery to Northern Ireland & Scottish Islands is usually within 3-4 working days.

Q
DELIVERY - Can I have my order delivered to a different address?
A

You can enter a new delivery address while you are placing an order.

Q
RETURNS – What do I do if an item develops a fault after 30 days?
A

Your purchased goods are guaranteed for 12 months. If an item is faulty, it is our aim to get the problem put right as quickly as possible. Depending on the circumstances, you will be entitled to either a repair or replacement, or we may offer a refund.

 

Click here to see our Company Returns Policy

Q
RETURNS – I have installed my product, but a part is faulty/missing, can I exchange/receive just that part?
A

In the unlikely circumstances please contact us.

 

 

Click here to see our Company Returns Policy

Q
RETURNS – Can I return something even if it’s not faulty?
A

You are able to return an item if it’s not faulty, provided it is within 14 days of purchase and as long as the items are returned unused and in a saleable condition complete with their original packaging and any promotional items associated to the purchase. Certain items are excluded from our ‘unwanted’ items return policy, these are marked as such online and in the catalogue.

 

 

Click here to see our Company Returns Policy

Q
RETURNS – What is your Returns Policy?
A

RETURNS POLICY

Cancelling Your Order

You have the right to cancel your order up to 14 days after you receive the goods. This period starts the following day after receiving the goods.

We ask you to return the goods in their original condition securely wrapped. You must also pay the postage for returning the goods.

You will be refunded the costs of the goods only (not the cost of shipping the goods to you), in the same method as the original payment was made.

Refunds will be made within 30 days of cancellation. This does not affect your statutory rights.

Faulty Goods

All goods sent out are checked before dispatch. If you find goods to be faulty, we would ask you to first contact us for advice before returning the goods for inspection.

Once you have reported the faulty goods to us, we will send you a returns note and information regarding the return process. We ask you to return the goods in their original condition securely wrapped and ensure the returns note is also included inside the packaging. We cannot accept responsibility for goods lost in transit to us.

If a refund is made, it will be done by the same method you used to pay the original transaction. Any faulty goods will need to be inspected by our Company before we taken any action.

If you have any queries or questions please contact us.

 

Statutory Rights

Your statutory rights are not affected.

 

 

Cistermiser Limited (Registered in England company number 01455630) and sister company Keraflo Limited (Registered in England company number 01774986) are wholly owned subsidiaries of Davidson Holdings Limited (Registered in England, company number 04970157).

 

Q
ORDERS - Do you have policy covering supply of goods?

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Whether you need help with product support or installation advice, our dedicated support staff are on hand today.