Frequently Asked Questions

Q: How is the water purified in a Stefani Water Purifier?

A: The water is purified through the purifying candle in the following way: firstly it is forced through the fine porous ceramic wall which “sieves” out solid impurities and bacteria and then it passes over a bed of activated charcoal inside the candle which soaks up chemical impurities e.g. Chlorine. The inside surface of the candle is coated in a thin layer of silver to act as a safeguard against any possibility of bacteria build up.

Q: How long do the water purifier candles last?

A: This depends on the quantity and quality of the water going through the water purifier. The greater the degree of contamination and water usage, the candle’s life span decreases. In metropolitan areas the candles typically last between 3 and 6 months.

Q: When should the water purifier candles be replaced?

A: Purifying candles should be replaced when a noticeable chemical returns to the purified water. This will happen when the charcoal inside becomes totally saturated. The candle does not need replacing just because it is working more slowly.

Q: Why, when and how should the candles be cleaned?

A: When the water flow from the candle slows noticeably this is an indication the candle should be cleaned. Solid contaminates in the water are blocking the fine pores on the surface of the ceramic candle and must be cleaned off. The candle should be cleaned by removing from the purifier, running under cold water and being “scrubbed” quite vigorously with a stiff brush or scouring cloth or use the back of a butter knife to scrape off a layer of the ceramic.

Q: Why does the water sometimes stop coming through the water purifier candle?

A: Because the candle is blocked with impurities and needs cleaning.

Q: Have these water purifiers been tested?

A: Stefani water purifiers have been extensively tested in Australia, UK and USA to validate their performance. The terracotta is natural and the paint on the terracotta units is water based containing no lead or cadmium.

Q: Where are Stefani water purifiers made?

A: The purifying candles and terracotta bowls are made in Brazil.

Q: Does the water purifier remove fluoride?

A: No. The water purifiers will not remove any dissolved salts such as fluoride, calcium, magnesium etc.

Q: How long does the water take to come through?

A: The flow is around one litre per hour per candle but can vary depending on the amount of impurities. (i.e. The 4.5 litre model should be filled in around 4-6 hours, the 6 and 10 litre in around 3 hours.)

Q: Which size is best?

4.5 litre = single
8.0 litre = couple/small family
12 litre = large family

Q: Does the purifier REALLY work?

A: Extensive test results show that they do. Experience shows that they do. They are sold all around the world, including areas in which cholera is present. They have been sold for 35 years.

Q: Are Stefani water purifiers guaranteed?

A: All our water purifiers are unconditionally guaranteed for 12 months against faulty workmanship. Candles are guaranteed for 3 months – even though they should have a life of 6+ months. The guarantee is only against faults in manufacture with proof of purchase.

Q: Where are the replacement candles available?

A: The replacement candles are available where you bought the original unit as well as many other outlets.

Q: Why does the terracotta unit have a clay taste in the water?

A: The terracotta is very dry and dusty when it is new and gives off a slight taste. This will last for up to 3-4 weeks but always disappears. To remove the clay taste submerg the unit (without the candle) in cold water. Soak the unit for at 2-3 hours and wipe dry and allow it to air dry in a well circulated area away from direct sunlight.

Q: Will “mildew” grow on the purifier?

A: Not if it is maintained properly. The purifier is always slightly cool and damped. Minerals in the water (especially calcium) can be precipitated on the outside surface of the purifier during the evaporative process. These salts can build up and form a good host for dust and dirt in the atmosphere. Naturally mildew can grow in such a situation. The water purifier should be treated as a normal household appliance and wiped down every couple of days with a damp cloth. This prevents mineral salts from building up.

Q: Do you have replacement ceramic lids?

A: Unfortunately, we do not stock replacement lids as our ceramic purifiers are handmade and can vary unit to unit so lids may not fit.

Q: Why is my water coming out cloudy?

A: If you have recently changed your filter for our under counter system, the cloudiness in the water is pressurised air. This is not harmful and the cloudiness will disappear over time and can take from a few minutes up to a week.

Q: Which filters should I use for my system?

A: We have a selection of filters available and compatible filters to your systems which will be advised at the back of your manual included in your kit. If you need assistance in regarding the order filters are installed or further information please email or call our staff who can further assist you.

Q: My Reverse Osmosis system has constant running water, why?

A: Water which the system is unable to turn into reverse osmosis water will run down the drain as waste water and will continue until the storage tank is full. This is normal and can take up to a few hours depending on how much water it needs to refill. Ensure that the filter tap is turned off and the valve on top of the tank remains open. You can lift the tank to gauge how full the tank is and whether it is filling up. If you feel that the tank is not filling up please contact our office.

Q: My canister won’t open, why?

A: Please ensure that you are using the wrench/spanner to assist in opening the canister by turning tool to the left (looking at front view of teh system) to open. You can disconnect the body to bring out of the cabinet to provide more room to work with. If you are still experiencing difficulty please contact our office.

Q: The item I want does not have a price online, can I still buy?

A: If the item does not show a price it may be a discontinued item, coming soon product, too large or too fragile to ship by themseleves. If it is too large or fragile to ship you can contact our stockist Bunnings and Mitre 10 see if it is availble to purchase or pick up at store.

Q: Do you ship internationally?

A: No, we currently do not offer international shipping.

Q: When will my order be dispatched and how can I track it?

A: Once order has been received, we will aim to dispatch it within the next two business days. You can email or contact us with your order or invoice number to confirm if your order has been dispatched and request for tracking details.

Q: What is your return policy?

A: To view our return policy please click here