Frequently Asked Questions

1. How long do the filter cartridges last for?

Each filter lasts for upto 3000 litres or 6 months, which ever comes first.

2. Can I use it for longer than 6 months?

The ceramic filters have activated Carbon inside them, which is responsible for removing Chemicals, Chlorine, VOCs and heavy metals from the tap water. The activated Carbon has a life span of 6 months after which their efficiency in removing the contaminants mentioned above, reduces. Hence we recommend that you replace the filters every 6 months.

3. The flow rate of my filter reduces a couple of months after using them.

The quality of tap water / tank water varies from city to city, so if your water contains more sediments, this will cause quicker blockage of the filter. Our ceramic filters are reusable - which means you can clean them and continue to use them during the 6 month period. When you notice a considerable reduction in the flow rate, simply scrub the filter under cold running water with the back of kitchen scourer until a fresh layer of ceramic is exposed. This will remove the filtered sediments and other contaminants from the surface of the ceramic relieving blockage.

4. Does your water filter remove Bacteria and Giardia?

Our water filters remove 99.99% of Bacteria and 99.999% of Giardia. Giardia is a parasite resistant to Chlorine, which is the commonly used disinfectant in the municipal water.

5. How long does the Gravity take to filter water?

The holes in the filter are about one thousandth of a millimetre - this ensures the removal of bacteria, Giardia and sediments from the water. The Gravity filters about 2 litres an hour - the longer it takes to filter your water, the higher the quality of filtration. The same principle as using a sieve with smaller holes.

6. If I am not happy with the water filter can I return it within 30 days?

At Phoenix, our customer's satisfaction is of very high importance. Should you have a problem with any aspect of the water filter, we will try our best to solve it. If for any reason, we are unable to do so you can send the unit back to us in the same condition with the packaging for a fill refund.

7. How long is the warranty on the water filters? 

Our water filters are made from the highest quality of stainless steel and are designed to last a life time. All the units come with a 10 year warranty which can be extended to a lifetime warranty if you are on the Phoenix Lifestyle Plan.

8. Can I use your filter cartridges with other gravity fed systems?

Yes, our filters can used most other gravity units but you will need to double check if the height of the filter will suit your unit. Our Gravity filters come in two sizes, 9 inch and 6 inch heights.

9. Are your filters certified?

All of our water filters are SGS certified for quality.

10. Where are your filters made?

The ceramic for the water filters are sourced from the UK, the stainless steel from Malaysia and put together here in Australia. We are a 100% Australian Owned Company.