Having a spot of trouble with your water feature? Below we have compiled a list of the most common questions we get asked on a regular basis and we hope that this will help you to identify and resolve any problems that you may be experiencing! Please make sure you read through this guide thoroughly prior to making a claim with us.
Q. Under what circumstances is my fountain NOT covered by the warranty?
A. If you are outside of the 1 year warranty period
If you cannot provide your Proof of Purchase
Swelling or blistering on the case of the pump or transformer
Burning residue smell coming from the pump
Discolouring that looks like rust
If the pump has a visible algae or limescale build up
Any damage to the plug or moulded inserts
General damage caused by the consumer not maintaining the feature correctly and as advised
Q. My pump isn’t working properly - how do I know if this is a problem that can be troubleshooted or if I need a replacement?
A. Please follow the below steps. If you are still having issues, you may want to look into filing a claim.
Check that the pump is covered by at least 5cm of water.
Ensure that the flow dial is on the correct setting for your specific feature.
If the feature is running, it is more than likely blocked. If this is the case, clear the pipe and impeller.
Check the fuse in the plug.
Q. Both the lights and the pump aren’t working correctly, what do I do now?
A. Please consider the below points:
If both the lights and the pump are not working, it is probable that the transformer has failed. If you believe this to be the case, you should file a claim.
If you allow algae and limescale to build up on the connectors between the transformer and lights, the lights may start to flicker. Unfortunately, this is not covered by the warranty and replacement parts should be purchased if necessary.
Q. One of my light bulbs has blown, can I get a free of charge replacement?
A. Light bulbs are not covered by the warranty and, as such, will not be replaced free of charge. You can purchase replacements, however, please note that these are sold as a complete set only.
Q. My feature seems to be leaking, what are the most common reasons for this happening?
A. More often than not, customers will experience leaking for 1 of 2 reasons: either the surface upon which the feature is placed is not completely flat and level, or the reservoir has been overfilled. If both of these have been checked, please move on to the next question.
Q. My feature is definitely leaking, how do I troubleshoot this?
A. We advise following the below steps in chronological order:
Fill the feature up to the appropriate level.
Unplug the pump.
Leave the feature to sit for 24 hours.
After 24 hours, check the water level. If the water level has not dropped, then the leak is NOT with the feature itself.
Check all fittings, plumbing, and pump connections for leaks. The problem may be somewhere in the plumbing. However…
If the water has dropped, it is likely that you have a leak.
To find out where the leak is occurring, allow the water level to continue to drop. The level where the water stops dropping is the level where the leak is located.
Q. The paintwork on my feature is chipping, can I claim for this?
A. Sometimes limescale residue can be confused for fading paint - in most cases, the fountain just needs a good clean with warm, soapy water. Please try this using the appropriate products prior to contacting us.
Q. My feature is showing signs of pitting and erosion, why is this?
A. Paint chipping or peeling can occur if the fountain has been left outside in the frost. Cracks, pitting and erosion may also appear due to winter conditions when the correct precautions have not been followed. If either of these are the case, you will not be covered by the warranty. The same goes for small chips which will not be covered under warranty.
Q. The colour of my feature isn’t identical to what is advertised online - why is this?
A. Colour variances are normal due to the fact that each piece is hand-finished. Certain features may have slight imperfections and visible seams - this is not considered a manufacturing defect and is not covered by the warranty.
Q. Can I leave my feature on all day and night?
A. We do not recommend leaving the fountain running constantly - please turn it on and off when required.
Q. What can I do to care for my water feature during the winter months?
A. Please click *here* to read our top tips on how to look after your feature during the winter