Start a ClaimUpdated 3 hours ago
Something not working as it should? We’re sorry. Here’s how we’ll get it sorted, and what to expect at each step.
Have these ready
- Your order number
- A short video or clear photos showing the issue (for noise, leaks or intermittent faults, a video is best)
- For chillers: the serial number (S/N) from the unit label
- Anything you’ve already tried
Step 1: Contact us
| Region | Phone | |
|---|---|---|
| Australia, New Zealand, United Kingdom | [email protected] | +61 2 5503 9662 |
| United States | [email protected] | +1 417 794 5846 |
Or use our Contact Form. Tell us what’s happening, when it started and what you’ve tried. We’ll reply within 1–2 business days with the first troubleshooting steps.
Step 2: Troubleshooting
Many issues that look like faults turn out to be a setup, power, water flow or filter issue, and those can usually be fixed the same day. Troubleshooting helps us find the real cause, so we fix the right thing the first time. Depending on the issue, it may take a round or two. The quicker you reply, the quicker we can move.
Examples of what we’ll check:
- Chillers: water flow, filters, air pockets, hose connections, power supply, error codes
- Portable cold plunges: valves, inflation pressure, seams, repair kit patching
- SaunaPods: steamer water level and output, infrared panels, power settings, preheat time
- Cedar and Acrylic Tubs: hose connections, drain valves, filters, liner or shell
- XEN Saunas: panel connections, power supply and circuit, preheat time, controls
Your consumer rights don’t depend on troubleshooting. It’s simply the fastest way to the right fix.
Step 3: Assessment
If troubleshooting doesn’t fix it, we’ll assess the fault against your warranty and confirm the outcome in writing. Sometimes we’ll need to see the product ourselves. If so, we’ll arrange the return and confirm any costs before anything is sent. For chillers, we may ask about maintenance, such as when filters were last cleaned or changed. We’ll only decline a claim on maintenance grounds if the lack of maintenance actually caused the fault.
Step 4: Resolution
Depending on the product and the fault, we’ll fix it with replacement parts, a repair at our service centre, a replacement unit or a refund. Approved claims cost you nothing, including shipping. If your product has a major failure, you can choose a replacement or a refund. See [Your Consumer Rights].
How long it takes (from claim approval)
| Product | Estimated resolution |
|---|---|
| Portable cold plunges | 7–14 business days |
| SaunaPods | 7–14 business days |
| Cedar and Acrylic Tubs | 5–10 business days |
| Chillers (replacement) | Around 12 business days |
| Chillers (repair) | Around 16 business days |
| XEN Saunas | 5–30 business days |
These are estimates. Complex faults or parts availability can extend them, and we’ll keep you updated throughout.
If your claim isn’t approved
We’ll explain why in writing and what we based the decision on. Common reasons are normal wear and tear, damage from misuse or incorrect setup, environmental damage such as freezing or storms, or faults caused by missed maintenance. You’ll still have options: a paid repair quote, the right spare part to buy, or in some cases a discounted upgrade.
Not happy with the outcome?
Reply to your ticket and ask for a review. A senior team member will look at your claim again. Your rights under consumer law always apply, whatever our warranty says.