Aqua One FAQ
Q: How/where can I purchase spare parts?
A: You can contact the original store of purchase to check the availability of spare parts. If they do not have them available and are not able to order them in, you can check with your nearest stockist. You can find your nearest stockist by visiting www.aquaone.com.au/find-a-stockist
Q: My product isn't working as it should. Who do I speak to?
A: Firstly, check your instruction manual under the troubleshooting section to see if the issue is a common problem which can be rectified easily. If you have misplaced your instruction manual, we have our instruction manuals on our website which can be found at www.aquaone.com.au/instruction-manual
If the issue cannot be resolved through the troubleshooting section, please speak to your original store of purchase for all aftercare enquiries.
Q: How do I register my Aqua One product?
A: You can register your product by going to www.aquaone.com.au/product-registration
By registering your product, you verify ownership of your Aqua One product, and register your guarantee. The standard guarantee period commences from the date of purchase.
The benefits given to the purchaser by the manufacturers guarantee are in addition to all other rights and remedies which the purchaser has in respect of the equipment under the legislation of the appropriate country of purchase.
Q: How can I receive a replacement under warranty?
A: Please ensure you read the terms of warranty carefully.
As per your manufacturers' warranty, all claims for repair or replacement must be made at the original store of purchase with your proof of purchase. A replacement will only be issued if the product is unable to be repaired.
Q: I have lost my receipt; can I still claim my warranty?
A: As per your manufacturers' warranty, the original and dated proof of purchase (receipt) must be supplied with all goods claim.
Q: My tank is leaking, what are my options?
A: Firstly, review your manual particularly the troubleshooting section. If a leak is still suspected, we recommend the following:
- To check the tank is leaking and not a build-up of condensation, remove your fish from the aquarium safely and place into a spare tank or plastic storage container. Depending on your filter you may be able to attach your filter to the spare fish tank or container.
- Empty your fish tank completely
- Place the empty tank on a piece of cardboard or newspaper
- Over a few days fill your aquarium tank with water ¼ at a time to monitor for leaks.
If you are certain it is leaking, and it is still within the warranty period return it to the original store of purchase with your proof of purchase for the friendly staff to assess and assist you further.
Q: The instructions aren't clear, who can I speak to?
A: Your retailer can help and guide you through the instructions. If they are unable to assist you, you can contact our customer care team via our enquiry form.
Q: Where can I find a copy of the instruction manual?
A: Our instruction manuals can be found at www.aquaone.com.au/instruction-manual
Q: Can I buy directly from Aqua One?
A: Aqua One is a brand of Kong's Australia. Kong's Australia is a wholesaler/ distributor which means we can only supply our products to stockists of Aqua One. We do not sell directly to the public.
Q: I saw a product that I would like to purchase, but my local Aqua One retailer doesn't stock it, what are my options?
A: You can ask your Aqua One retailer to order it in for you. Alternately refer to our website www.aquaone.com.au/find-a-stockist to find a retailer close to you, who may have your product, or be happy to order one in for you.
Q: Why don't you have prices on your website?
A: Aqua One is a brand of Kong's Australia. Kong's Australia is a wholesaler/ distributor refreshing stockists of Aqua One, which means we can only supply our products and prices to stockists of Aqua One. For pricing enquiries, please refer to your retailer.
Q: Where can I buy your products?
A: Aqua One products are available Australia wide. To find your nearest retailer please visit our website www.aquaone.com.au/find-a-stockist
Q: What lumen values are in Aqua One light units?
A: In simple terms, Lumens are a measure of the total amount of visible light (to the human eye) from a lamp or light source. The higher the lumen rating the "brighter" the light will appear. All our Aqua One lights are produced for different purposes whether it be for aquatic livestock, plants, colour enhancers etc. Each product will have a different Lumen measurement depending on its intended use.
Q: Where can I forward my feedback?
A: Kong‘s Australia is an Australian owned company and a wholesaler/ distributor and developer of quality, value for money products to care for your aquatic pets. At Kong's we know that your aquatic pets are members of your family, as they are in ours. The company aims to continue to be a leader in the aquarium industry and is continually searching for ways to improve its products and expand its range. Your feedback is fundamental to our company and we welcome all feedback. You can contact our customer care team via our enquiry form.
Q: I am about to purchase my first aquarium and fish, is there some information on what I need to get started and what I need to purchase.
A: Whether you are new to keeping fish or upgrading your aquarium, Fish Academy aims to provide you with all necessary information to point you in the right direction. Helpful hints and tips are provided throughout Fish Academy with our ‘Fish for Thought' Mascot' Professor Dorothy Finn. With a wide range of content, you are sure to find the answer you are looking for. Visit us today at www.aquaone.com.au/fishacademy