Limited Warranty PolicyUpdated an hour ago

Warranty Coverage

• All Vital+ products include a manufacturer's warranty against defects in materials and workmanship under normal use and conditions. 
• Your warranty period begins from the date of delivery as confirmed by the carrier.

How Warranty Assessments Work

Each product in your order is assessed individually under warranty. 

• If you have purchased a system or bundle and only one component is found to be defective, our warranty coverage applies to that component only. 
• We are unable to extend warranty coverage to additional products in a bundle or system that are functioning as intended.
• For example, if you purchased a tub and chiller together and the tub is found to be faulty, we will assess and remedy the tub under warranty. The chiller, if confirmed to be in working order, falls outside the scope of that warranty claim.

Warranty periods by product

¹ XEN Sauna: the 36-month warranty covers parts including heater controls, power supplies, wiring, and audio systems. The Red Light Panel is covered for 12 months only.

Extended warranty
You can buy an extended warranty at checkout, or add it within 30 days of delivery by emailing us your order number. It gives you the same coverage as the standard warranty for longer.

What’s covered

• Manufacturing defects and component failures under normal use
• Error codes or functional faults that troubleshooting can’t fix
• Structural defects
• Electrical and mechanical failures caused by defects in materials or workmanship

What’s not covered
This warranty doesn’t cover faults or damage caused by:

• normal wear and tear, or cosmetic marks that don’t affect how the product works
• incorrect setup, misuse, or use outside the instructions (including running a chiller without enough water flow, or on incorrect voltage, a shared circuit or through a power surge)
• not following the care and maintenance instructions (for example, chiller filters not cleaned or replaced as recommended)
• freezing, flood, storm or other environmental conditions, or outdoor use of products not rated for it
• unapproved cleaning products or chemicals
• repairs or modifications by anyone other than Vital+ or our authorised service partners
• commercial or high-volume use, unless agreed with us in writing.

Natural movement, surface checking and colour variation in cedar are normal characteristics of wood, not defects. Outages, updates or connectivity problems with third-party apps (such as Tuya) aren’t product defects.

If we think one of these causes applies, we’ll explain why and what evidence we relied on. We may ask for evidence of maintenance; a claim can be denied if this caused a failure.

How to claim
Contact us with your order number, photos or video of the issue, and the serial number for chillers. We’ll respond within 1–2 business days. Most issues can be resolved quickly with guided troubleshooting, so we’ll start there. If that doesn’t fix it, we’ll assess the claim and confirm the outcome in writing. Full steps: Start a Claim.

How we put it right
If your claim is approved, we’ll fix it with replacement parts, a repair at our service centre (usually 10–20 business days from collection), a replacement unit, or a refund. We’ll choose the remedy that best suits the fault. If your product has a major failure, consumer law lets you choose a replacement or a refund instead. See Your Consumer Rights.

Costs
Approved warranty claims cost you nothing. We cover parts, repairs, replacement units and shipping both ways. We don’t cover labour from third-party technicians you hire yourself. If we assess a returned unit and find no fault, or a cause this warranty doesn’t cover, we’ll tell you before anything is sent, and you’ll cover the shipping.

If we assess a returned unit and find no fault, or the fault is caused by something this warranty doesn’t cover, you’ll be responsible for the shipping costs. We’ll always tell you this before we return the unit to you. There may be times when applicable shipping fees are requested; we will always cover the unit or part cost.

Good to know

• Bundles: each product is assessed separately. A fault in one item doesn’t extend to others in the same order that are working as intended.
• Replacements: replacement products and parts carry the remaining warranty of the original.
• Country of purchase: warranty service is provided in the country where the product was bought and delivered. If you move overseas, we’ll help with remote troubleshooting, but international shipping, duties and service costs are your responsibility.
• Resale: this warranty covers the original purchaser. Later owners may still have rights under consumer law.
• If you’d prefer not to complete troubleshooting or the assessment, we may be unable to confirm a fault. A request to return a product that’s working as intended is handled under our Returns Policy. This never applies to a confirmed major failure.

Your consumer rights come first
This warranty is in addition to your rights under consumer law and doesn’t limit them.

Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

New Zealand: This warranty doesn't limit your rights under the Consumer Guarantees Act 1993.

United Kingdom: This warranty doesn’t limit your rights under the Consumer Rights Act 2015.

United States: This Limited Warranty gives you specific legal rights, and you may also have other rights that vary from state to state.

We need to assess your unit to work out the right remedy. This doesn’t change or delay your rights under consumer law.