Warranty

Every AquaOne includes a 1-Year Limited Warranty. Lifetime Care+ (our Lifetime Warranty) is available for $29.95 per unit at checkout.

A warranty covers manufacturing defects only. It is not a satisfaction guarantee, a trial period or a change-of-mind return. If your AquaOne works as intended, there is nothing to claim under warranty. Change-of-mind returns are handled under our Returns Policy.

How It Works

  1. Contact us. Email help@trypurestream.com within the warranty period with your order number, a short description of the fault, and a photo or short video showing it. Claims without these can't be assessed.
  2. We'll troubleshoot first. Most reported faults (blinking lights, sensor alerts, the pump not priming) are fixed in minutes and aren't defects.
  3. We'll resolve it. If we confirm a defect, we send a replacement part or a replacement unit at no charge. We decide which, and may supply a refurbished unit in equal or better working condition.

Warranty claims are resolved by repair or replacement only. Refunds aren't issued under warranty.

What's Covered

A defect in materials or workmanship that stops the AquaOne working under normal household use. This includes the pump, control unit, sensors, tanks and tray.

What's Not Covered

  • Cat preference. Your cat not using the fountain, or taking longer than expected to use it.
  • Change of mind. Preferring a different product, or no longer wanting the fountain.
  • Wear and tear. Cosmetic marks, scratches, discolouration or mineral build-up.
  • Accidental damage. Drops, impacts, chewed cables, or liquid entering the base unit.
  • Misuse. Anything other than clean drinking water in the clean tank, including flavoured water, broth, additives or cleaning agents left in the system.
  • Care instructions not followed. Running the unit dry, leaving the waste tank full, or placing the head unit in a dishwasher.
  • Tampering. Any unit opened, modified or repaired by anyone other than PureStream.
  • Unauthorised purchases. Units bought second-hand or from an unauthorised seller.
  • Accessories. Cables, chargers, bonus items and accessories.

1-Year Limited Warranty

Included with every AquaOne. Cover runs for 12 months from the delivery date.

A replacement doesn't restart the warranty. It's covered for the remainder of the original 12 months.

Lifetime Care+ (Lifetime Warranty)

An optional add-on for $29.95 per unit. It extends the same cover, with the same exclusions and the same claims process, for the lifetime of the product.

  • One warranty, one unit. A Lifetime Warranty covers a single AquaOne from the order it was bought on. If you own two AquaOnes and want both covered, you need two Lifetime Warranties.
  • Checkout only. It can only be bought at checkout with the AquaOne it covers. It can't be added to a previous order or bought after a fault has occurred.
  • Non-transferable. It's tied to the original order and the original purchaser. It doesn't transfer if the unit is sold or given away.
  • Non-refundable. The $29.95 is refunded only if the AquaOne itself is returned unused under our Returns Policy.
  • One replacement unit per year. We supply no more than one full replacement unit per rolling 12-month period under a single Lifetime Warranty. Replacement parts aren't limited.
  • Replacements stay covered. A replacement unit continues under the same Lifetime Warranty. It doesn't create a second warranty or extend cover to any other unit.
  • Product lifetime. "Lifetime" means the production life of the AquaOne, not the life of the owner. If the AquaOne is discontinued and no parts or units remain, we provide the closest current model or a store credit of equal value, at our choice. This completes the warranty.

Full Terms

Provider

All warranties are provided by KYLO LLC (Delaware, USA), trading as PureStream.

Proof of purchase

Proof of purchase from trypurestream.com or an authorised retailer is required for every claim.

Returns for inspection

We may require the faulty unit or part to be returned before a replacement ships. If we request a return, we provide the shipping label.

Shipping

Replacements ship to the address on the original order. Shipping to a different country is at the customer's cost.

Domestic use

Cover is for private domestic use only. Commercial, breeder, shelter, rental or multi-site use is excluded unless agreed in writing.

Repeated failures

Failures caused by any of the exclusions above aren't covered, regardless of how often they occur.

Assessment

PureStream's decision on whether a fault is a covered defect is final.

Liability

To the extent permitted by law, these are the only warranties PureStream gives, and our total liability for any claim is limited to the purchase price of the unit.

Changes

We may update this policy for new purchases at any time. The version in force on your order date applies.

Your rights

Nothing in this policy limits consumer rights or remedies that can't legally be excluded under applicable law.