Frequently Asked Questions ( FAQs )

No Returns
1 I received damaged/ defective item, what should I do? To ensure immediate return, please wrap the product in the original packaging, complete with all the accessories and purchase invoices and call +603-5633-8281 to arrange a return. Click here to understand more about our return policy.
2 How long is the quality evaluation process & return process? Quality evaluation process may take up to 2 – 3 business days.
Return process may take up to 2 – 3 days.
3 What is Bacfree Return Policy? All Bacfree product sold on Bacfree E-STORE is covered under the Bacfree 10 days Exhange and Return Policy. Read more on our Exhange and Return Policy here.
No General
1 Where can I find / buy Bacfree Products? You can find and purchase our product at our e-store or visit our showrooms. Click here to know more on our locations
2 How do I install my filter? Click here to go to our support page, for video instructions and installation guide for our HealthSpring Series, BS Series and Watero Series.
For ER Series outdoor filters installation is included in the package.
3 Does Bacfree provide on-site installation/ Support? Yes, we do. You can reach our customer service representative at +603 5633 8281 to enquire more about our on-site support.
4 What happens if there is a problem with my water filter? You can reach us at +603 5633 8281 to talk to our customer service representative. Should the problem persist after the consultation, we will arrange for a technician visit.
5 Does Bacfree supply water filtration for both homes and offices? Yes, Bacfree supplies water filtration system for both home use, office use, industrial use and commercial use.
6 Can I place an order by phone? You may place a order through phone by calling +603 5633 8281.
7 How safe is it to order online? Our E-STORE is SSL ( secure sockets layer ) encrypted and payment is done through eGHL e-payment gateway is also encrypted for your peace of mind.
8 Can I amend my orders? Unfortunately, our system doesn’t allow you to amend your orders after checking out.
9 Can I cancel my orders? Unfortunately, our system doesn’t allow you to cancel your orders after checking out. However, you may contact our customer service representative to arrange for a refund and exchange within 10 working days. Terms and condition apply.
No Maintenance
1 I have a Bacfree BS Series. How do I maintain it? Bacfree recommends to scrub and wash once a week. Click here to see how to maintain Bacfree BS Series.
It is advisable to replace your Bacfree Premium Filter Element every 1 year or every 5000 litre. Click here to visit our e-store to get your premium filter element.
2 I have a Bacfree ER Series. How do I maintain it? Bacfree recommends to backwash your ER series outdoor filter once every week. Click here to see our step by step guide on how to backwash your ER series outdoor filter to keep it in tip-top condition.
It is advisable to perform carbon media replacement for your ER series once every 5 years and total media replacement once every 10 years to ensure optimum water filtration.
3 I have a Bacfree Watero. How do I replace the filter cartridge? Bacfree Watero filter cartridge is designed to be replaced easily. Click here to see how to replace Watero filter cartridge.
4 I have a Bacfree HealthSpring. How do I replace the filter cartridge? Bacfree HealthSpring filter cartridge is designed to be replaced easily. Click here to see how to replace HealthSpring hollow fibre cartridge and 3 pre-filter cartridges.
No Payment & Instalment Payment Plan
1 Does Bacfree offer instalment payment plan? Yes, Bacfree does offer instalment plan for product priced over RM1000.00
2 What are my payment options? We accept VISA and MasterCard, both Credit and Debit. All your credit card information is protected by means of industry – leading encryption standards.
3 How can I know if my payment was successful? You will be notified via email within 24 hours upon completion of order. Please be aware of your bank’s reconciliation time as this might have an impact on your payment.
4 What is Instalments Payment Plan? Bacfree Installment Payment Plan, or IPP, is a payment option which allows you to pay for purchases over a period of 6 – 12 months.
5 Are there any minimum/maximum spending limits required to select for IPP? Yes. The 0% instalment plan is applicable for purchases above RM1000.00
6 Which bank does Bacfree partner with for Instalments Payment? Bacfree offers instalment payments for the following banks:
Bank Instalments
Maybank / Amex 6, 12, 18 or 24 months
HSBC 6, 12 or 24 months
CIMB 6 or 12 months
CITI 6, 12, 18 or 24 months
PBB 6 or 12 months
No Warranty
1 What is Bacfree’s warranty policy? All Bacfree product sold on Bacfree E-STORE & Bacfree Branches is covered under the Bacfree Warranty Policy. Read more on our Warranty Policy Here