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. Step 1: Contact us. Or use our Contact Form. Tell us what’s happening, when it started and what you’ve tried. We’ll re

Something not working as it should? We&#x2019;re sorry. Here&#x2019;s how we&#x2019;ll get it sorted, and what to expect at each step.Have these ready<ul dir="ltr"><li style="font-size: 14px;">Your order number</li><li style="font-size: 14px;">A short video or clear photos showing the issue (for noise, leaks or intermittent faults, a video is best)</li><li style="font-size: 14px;">For chillers: the serial number (S/N) from the unit label</li><li style="font-size: 14px;">Anything you&#x2019;ve already tried</li></ul>Step 1: Contact us<div dir="ltr"><table style="margin-right: calc(0%); width: 100%;"><thead><tr><th scope="col" style="background-color: rgb(0, 0, 0);">Region</th><th scope="col" style="background-color: rgb(0, 0, 0);">Email</th><th scope="col" style="background-color: rgb(0, 0, 0);">Phone</th></tr></thead><tbody><tr><td>Australia, New Zealand, United Kingdom</td><td><a href="mailto:support@getvitalplus.com">support@getvitalplus.com</a></td><td>+61 2 5503 9662</td></tr><tr><td>United States</td><td><a href="mailto:support.us@getvitalplus.com">support.us@getvitalplus.com</a></td><td>+1 417 794 5846</td></tr></tbody></table></div>Or use our <a href="https://getvitalplus.com/pages/contact" target="_blank" rel="noopener noreferrer">Contact Form</a>. Tell us what&#x2019;s happening, when it started and what you&#x2019;ve tried. We&#x2019;ll reply within 1&#x2013;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&#x2019;ll check:<ul dir="ltr"><li style="font-size: 14px;">Chillers: water flow, filters, air pockets, hose connections, power supply, error codes</li><li style="font-size: 14px;">Portable cold plunges: valves, inflation pressure, seams, repair kit patching</li><li style="font-size: 14px;">SaunaPods: steamer water level and output, infrared panels, power settings, preheat time</li><li style="font-size: 14px;">Cedar and Acrylic Tubs: hose connections, drain valves, filters, liner or shell</li><li style="font-size: 14px;">XEN Saunas: panel connections, power supply and circuit, preheat time, controls</li></ul>Your consumer rights don&#x2019;t depend on troubleshooting. It&#x2019;s simply the fastest way to the right fix.Step 3: Assessment If troubleshooting doesn&#x2019;t fix it, we&#x2019;ll assess the fault against your warranty and confirm the outcome in writing. Sometimes we&#x2019;ll need to see the product ourselves. If so, we&#x2019;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&#x2019;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&#x2019;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)<div dir="ltr"><table style="margin-right: calc(0%); width: 100%;"><thead><tr><th scope="col" style="background-color: rgb(0, 0, 0);">Product</th><th scope="col" style="background-color: rgb(0, 0, 0);">Estimated resolution</th></tr></thead><tbody><tr><td>Portable cold plunges</td><td>7&#x2013;14 business days</td></tr><tr><td>SaunaPods</td><td>7&#x2013;14 business days</td></tr><tr><td>Cedar and Acrylic Tubs</td><td>5&#x2013;10 business days</td></tr><tr><td>Chillers (replacement)</td><td>Around 12 business days</td></tr><tr><td>Chillers (repair)</td><td>Around 16 business days</td></tr><tr><td>XEN Saunas</td><td>5&#x2013;30 business days</td></tr></tbody></table></div>These are estimates. Complex faults or parts availability can extend them, and we&#x2019;ll keep you updated throughout.If your claim isn&#x2019;t approved We&#x2019;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&#x2019;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.

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Changed your mind? Here’s how to send something back. If your product is faulty or arrived damaged, you’re in the wrong place. Go to Start a Claim or Damaged, Faulty or Missing on Arrival instead. Those cost you nothing. Before you start. Full condit

Changed your mind? Here&#x2019;s how to send something back. If your product is faulty or arrived damaged, you&#x2019;re in the wrong place. Go to&#xA0;<a href="https://support.getvitalplus.com/en-US/6111828-37e2f7640d18484cbf04d86a811ffa5e" target="_blank" rel="noopener noreferrer">Start a Claim</a>&#xA0;or&#xA0;<a href="https://support.getvitalplus.com/en-US/damaged-faulty-or-missing-on-arrival-9206839" target="_blank" rel="noopener noreferrer">Damaged, Faulty or Missing on Arrival</a>&#xA0;instead. Those cost you nothing.Before you start<ul dir="ltr"><li style="font-size: 14px;">You have 30 days from the date the carrier confirms delivery to request a return.</li><li style="font-size: 14px;">The product must be in new condition, with no water marks, scratches or signs of use, and in its original packaging with every component. A quick check that it powers on is fine. Using it isn&#x2019;t.</li><li style="font-size: 14px;">Inflatable plunges can&#x2019;t be returned once they&#x2019;ve been inflated or filled.</li><li style="font-size: 14px;">Cedar Tubs, Acrylic Tubs, XEN Saunas and Designer Tubs must be pre-arranged with us. Please don&#x2019;t move, repack or book a courier until we&#x2019;ve confirmed the return.</li></ul>Full conditions and costs are in our Returns Policy.Step 1: Email us Send the following to <a href="mailto:support@getvitalplus.com">support@getvitalplus.com</a> (AU, NZ, UK) or <a href="mailto:support.us@getvitalplus.com">support.us@getvitalplus.com</a> (US):<ul dir="ltr"><li style="font-size: 14px;">your order number</li><li style="font-size: 14px;">the product you&#x2019;re returning, and why</li><li style="font-size: 14px;">photos of the product and its packaging, taken before you pack it.</li></ul>These photos protect you if anything happens to the product on the way back to us.Step 2: Get your return approval We&#x2019;ll reply within 1&#x2013;2 business days with your return approval, the return address and packing instructions. Please don&#x2019;t send anything until you&#x2019;ve received this. Returns that arrive without approval can be delayed or refused.Step 3: Pack and send Pack the product securely in its original packaging with all accessories, parts and manuals. Change-of-mind returns are sent at your cost. Use a tracked service and keep your receipt until the refund lands. For freight items, we&#x2019;ll arrange collection and confirm the cost with you before booking it.Step 4: Inspection and refund We&#x2019;ll inspect your return within 7&#x2013;10 business days of it reaching our warehouse. If it&#x2019;s approved, your refund (less the 10% restocking fee) goes back to your original payment method within 5 business days. If the return doesn&#x2019;t meet the conditions, we&#x2019;ll explain why and talk through your options.Want an exchange instead? Tell us when you get in touch. Once the return passes inspection, we&#x2019;ll put the value toward your new product. You&#x2019;ll pay or receive the price difference.<blockquote dir="ltr">United Kingdom: within 14 days of delivery, you can cancel for any reason. You pay no restocking fee, and we refund your standard delivery cost too. Your refund is made within 14 days of us receiving the product back. If the product has been used beyond normal checking, we may reduce your refund to reflect its condition.</blockquote>

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