Nano Pitcher In-Store Return Check
Sorry to hear you're having trouble with your Nano Positive Filter Pitcher. Most issues we see turn out to be a really quick fix, so before we process anything, let's run through a few quick checks together. It only takes a couple of minutes, and if everything checks out fine - great - you're back up and running. If there's a genuine fault, we'll sort you out with a replacement or refund, no problem at all.
Device Not Charging
This is the most common no-fault return we’ve experienced. The issue is often that the customer is using an incorrect USB-C cable to charge the device. Although all USB-C cables look the same, they are not the same internally - they vary in power delivery, and some deliver no power at all - only data.
Here’s what to check
Check that the supplied USB-C cable is actually open, and has been used.
Check that the customer has only used the supplied cable to charge the device.
If possible, plug the device in with the supplied cable to verify that it is charging - a green light should appear.
Device Not Filtering / Stopping
When a new filter is inserted into the base, some sediment from the activated carbon block may come loose.
Here’s what to check
Remove the filter, give it a little shake (a small amount of water may dislodge). Check the opening at the top and the opening on the base for loose sediment.
Check the cradle where the pitcher sits for loose sediment.
Check the pitcher itself for loose sediment.
Check that the device is properly powered, and that the red light indicating lower power isn’t blinking.
If possible, fill the pitcher with water and check if it is filtering.
Pitcher Sticking to Base
A tight seal is required in order to prevent leaks. For the first few weeks of use, the pitcher may stick to the cradle of the base. This is normal and usually resolves on it’s own.
Here’s what to check
That the customer is removing the pitcher from the base in the correct manner, with a downward tilt to the rear using the pitcher handle.
Still Not Working?
Please complete the confirmation below so we can log this properly on our end.
Once submitted, go ahead and process the return / exchange as normal. We'll follow up directly with you once we've assessed the unit.