FAQ
Sizing, media and cloudy water
The questions that decide whether a tank stays clear or you buy a second filter.
Ordering and delivery
What does delivery cost and how long does it take?
Free on orders of ₹1,999 and above, otherwise a flat ₹99 anywhere in India. We pack within 1–2 business days in Hyderabad and transit runs 3–9 business days — three to six days to a metro, six to nine days further out. Door to door, plan for 4–11 business days.
How can I pay?
UPI in advance, or Cash on Delivery. Cards are not accepted — no credit card payments, no debit card payments, and no PayPal.
How do I track my order?
A tracking link is emailed and texted to you on the day of dispatch. Courier scans can lag a day, especially over a weekend.
Returns and problems
Can I return something I have changed my mind about?
Yes, within 7 days of delivery, provided it is unused and still in its original packaging with the invoice. Full conditions are on the Refund and Returns Policy page.
What if it arrives broken or does not work?
Film the unboxing, then tell us within 48 hours. We replace it or refund it in full and we pay the return shipping. To be clear about what that is: a replacement route for an item that arrived damaged or dead, not a six-month or manufacturer warranty, and we do not claim to offer one.
Running a filter properly
Which filter size do I need?
Aim for four to six times the tank volume per hour, and read the flow rate at head height rather than the headline number. A heavily stocked or planted tank wants the upper end. Every listing states the tank range we would actually use it on.
How often should I change the media?
Far less often than the packaging suggests. Rinse mechanical foam in tank water — never tap water, which kills the bacteria — and replace only one part of the media at a time. Carbon is the exception and is spent in about four weeks.
My tank is cloudy even with a new filter. Why?
In the first three weeks it is almost always a bacterial bloom while the filter cycles, not a hardware problem. Keep the filter running, feed lightly, and do not replace the media — that resets the cycle you are waiting for.
The filter is noisy or has stopped pushing water.
Nine times out of ten it is the impeller: either debris in the housing or a shaft cracked in transit. Unplug, open the head and check it. If it arrived cracked, film the unboxing and tell us within 48 hours and we replace it.
Do you have a shop I can visit?
No — we are online only, with no walk-in counter. Everything is packed and dispatched from our Hyderabad, Telangana workspace, and we answer during Monday – Saturday, 10:00 AM – 6:00 PM IST. Closed on Sundays and public holidays.
Not covered here? Write to atelier@mavorahaven.shop and a person will answer during Monday – Saturday, 10:00 AM – 6:00 PM IST. Closed on Sundays and public holidays.