Warranty Coverage. How Warranty Assessments Work. Each product in your order is assessed individually under warranty. Warranty periods by product

Warranty Coverage<ul><li>All Vital+ products include a manufacturer&apos;s warranty against defects in materials and workmanship under normal use and conditions.&#xA0;</li><li>Your warranty period begins from the date of delivery as confirmed by the carrier.</li></ul><hr>How Warranty Assessments WorkEach product in your order is assessed individually under warranty.&#xA0;<ul><li>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.&#xA0;</li><li>We are unable to extend warranty coverage to additional products in a bundle or system that are functioning as intended.</li><li>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.</li></ul><hr>Warranty periods by product<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);">AU / NZ</th><th scope="col" style="background-color: rgb(0, 0, 0);">UK</th><th scope="col" style="background-color: rgb(0, 0, 0);">US</th><th scope="col" style="background-color: rgb(0, 0, 0);">Extended warranty</th></tr></thead><tbody><tr><td>Ice Bath Pod</td><td>12 months</td><td>12 months</td><td>12 months</td><td>Not available</td></tr><tr><td>Ice Bath Pro</td><td>12 months</td><td>12 months</td><td>12 months</td><td>Not available</td></tr><tr><td>Ice Bath Barrel</td><td>12 months</td><td>12 months</td><td>12 months</td><td>Not available</td></tr><tr><td>Arctic Tub</td><td>12 months</td><td>12 months</td><td>12 months</td><td>Not available</td></tr><tr><td>Ultra X1 Chiller</td><td>12 months</td><td>12 months</td><td>Not sold</td><td>Not available</td></tr><tr><td>Ultra X2 Chiller</td><td>12 months</td><td>12 months</td><td>12 months</td><td>+12 months available</td></tr><tr><td>Acrylic Chiller</td><td>12 months</td><td>12 months</td><td>12 months</td><td>+12 months available</td></tr><tr><td>Chiller Max</td><td>12 months</td><td>12 months</td><td>12 months</td><td>+12 months available</td></tr><tr><td>Ultra Ice</td><td>12 months</td><td>12 months</td><td>12 months</td><td>+12 months available</td></tr><tr><td>SaunaPod Steam</td><td>12 months</td><td>12 months</td><td>12 months</td><td>Not available</td></tr><tr><td>SaunaPod Infrared</td><td>12 months</td><td>12 months</td><td>12 months</td><td>+12 months available</td></tr><tr><td>Cedar Tub (Solo and Duo)</td><td>24 months</td><td>12 months</td><td>12 months</td><td>+12 months available</td></tr><tr><td>Acrylic Tub</td><td>24 months</td><td>12 months</td><td>12 months</td><td>+12 months available</td></tr><tr><td>XEN Sauna</td><td>36 months</td><td>12 months</td><td>12 months</td><td>+12-24 months available</td></tr><tr><td>Accessories and spare parts</td><td>12 months</td><td>12 months</td><td>12 months</td><td>Not available</td></tr></tbody></table>&#xB9; 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 warrantyAn optional 12-24 month extension is available for eligible products, adding coverage beyond the standard warranty period. An extended warranty must be purchased at the time of your original order or within 30 days of delivery. Coverage under the extension is identical to your standard warranty.An extended warranty is not available for inflatable ice baths (Pod, Pro, Barrel), the Arctic Tub, SaunaPod Steam, or the X1 Chiller. To add an extended warranty to an existing order within the 30-day window, contact us at <a href="mailto:support@getvitalplus.com">support@getvitalplus.com</a> with your order number.<hr>What is covered<ul><li style="font-size: 14px;">Manufacturing defects and component failures under normal use</li><li style="font-size: 14px;">Error codes or functional faults not resolvable through standard troubleshooting</li><li style="font-size: 14px;">Structural defects not caused by misuse, environmental factors, or improper installation</li><li style="font-size: 14px;">Electrical and mechanical failures arising from defects in materials or workmanship</li></ul><hr>What is not covered<ul><li style="font-size: 14px;">Normal wear and tear over time</li><li style="font-size: 14px;">Cosmetic damage, including scratches, surface marks, or discolouration, that do not affect function</li><li style="font-size: 14px;">Damage resulting from improper setup, misuse, or failure to follow care and maintenance instructions</li><li style="font-size: 14px;">Environmental damage from improper storage, including freeze damage to tubs or chillers</li><li style="font-size: 14px;">Moisture or water damage to electrical components resulting from improper use</li><li style="font-size: 14px;">Natural wood movement, surface checking, or colour variation in cedar products (these are normal material characteristics and do not affect structural integrity)</li><li style="font-size: 14px;">Damage caused by the use of non-approved cleaning products or chemicals</li><li style="font-size: 14px;">Faults resulting from unauthorised repairs or modifications</li><li style="font-size: 14px;">Damage caused by shared circuits, power surges, or incorrect voltage supply</li></ul><hr>Shipping contribution for free of cost shipments (US region only)For warranty replacements, a flat shipping contribution of $9.95 applies across all regions.&#xA0;This contribution reflects the cost of arranging and dispatching your shipment and will be invoiced separately before dispatch. Your order will be processed and shipped once payment has been received. If you have any questions about this charge, please don&apos;t hesitate to contact our support team.<hr>Mobile app connectivity (chiller products)Vital+ chiller units may be compatible with or operated through a third-party mobile application. Vital+ does not guarantee continuous availability of the app, compatibility with all mobile devices or operating systems, or uninterrupted connectivity of third-party services.Issues related to mobile app outages, software updates, network connectivity, or third-party service interruptions are not considered manufacturing defects and are not covered under this warranty. If you have concerns about the connection, please contact our support team.<hr>Warranty service locationWarranty service is provided in the country or region where the product was originally purchased and delivered. If a product is relocated to another country after purchase:<ul><li dir="ltr" style="font-size: 14px;">Vital+ may provide remote troubleshooting support where possible</li><li dir="ltr" style="font-size: 14px;">Warranty repair, replacement, or servicing may only be performed within the original country of purchase</li><li dir="ltr" style="font-size: 14px;">Any international shipping, customs duties, or import/export costs associated with returning a unit for service are the responsibility of the customer</li></ul>Vital+ cannot guarantee the availability of parts, repair centres, or replacement units outside the original market of purchase.<hr>Your consumer rightsThis warranty is provided in addition to your statutory consumer rights, not in place of them.<ul><li style="font-size: 14px;">Australia and New Zealand: Australian Consumer Law applies</li><li style="font-size: 14px;">United Kingdom: Consumer Rights Act 2015 applies</li><li style="font-size: 14px;">United States: applicable state consumer protection laws apply</li></ul>If your product has a major fault, you may be entitled to a repair, replacement, or refund under applicable consumer law independent of your warranty period. What constitutes a major fault is determined by our technical team, not by visual inspection or consumer opinion alone.<hr>How to file a warranty claimTo submit a warranty claim, please view our article here <a href="https://support.getvitalplus.com/en-US/initiate-a-claim-6111828" target="_blank" rel="noopener noreferrer">Initiate A Claim</a>.<hr>Eligibility assessmentOur team will assess your claim and provide a written outcome confirming eligibility or ineligibility based on the warranty terms above.<hr>ResolutionIf your claim is approved, we will offer one of the following resolutions at Vital+&apos;s discretion based on the nature and severity of the defect:<ul><li dir="ltr" style="font-size: 14px;">Replacement parts:&#xA0;Shipped to you with installation instructions at no cost. Parts replacement (self-install or through a third party) is offered for eligible component failures. Labour costs associated with third-party repairs are not covered.</li><li dir="ltr" style="font-size: 14px;">Chiller unit repair: Repairs are conducted at our service centre and typically take 10&#x2013;20 business days from collection, depending on location, transport, and repair queue. Where a unit is confirmed irreparable, a replacement unit will be provided free of charge.</li><li dir="ltr" style="font-size: 14px;">Full unit replacement:&#xA0;Provided where repair is not feasible, or the defect is major. We will send you a like-for-like replacement unit.</li><li dir="ltr" style="font-size: 14px;">Refund or partial refund:&#xA0;In the unlikely event a warranty failure cannot be resolved, we will refund the purchase price minus a reasonable amount reflecting your use and enjoyment of the product prior to the defect being identified.</li></ul>Where Vital+ requires the return of a defective part or unit, we will provide direction on the return process.<hr>Refusal of the warranty processOur products are covered by a manufacturer&apos;s warranty that ensures genuine faults or defects are repaired or replaced at no cost. If a customer declines to proceed with the troubleshooting steps or warranty process, including returning a unit to our service centre, the request is treated as a change of mind.In these cases, our standard 30-day return policy applies, which requires that items be unused, in new condition, and returned in their original packaging with all components included. Products that show signs of moisture, damage, or wear are not eligible for return under the 30-day policy.

Warranty Policy

Something not working as it should? Here's how the process works and what to expect from start to finish. The more details you give us, the faster we can help you. Before you contact us, some considerations. Have the following ready before you reach

Something not working as it should? Here&apos;s how the process works and what to expect from start to finish. The more details you give us, the faster we can help you.&#xA0;<hr>Before you contact us, some considerations.<ol><li style="font-size: 14px;">All warranty claims require troubleshooting first.</li><li style="font-size: 14px;">This is not a hurdle it&apos;s how we make sure we fix the right thing.</li><li style="font-size: 14px;">Skipping this step slows things down it won&apos;t speed them up.</li></ol>Have the following ready before you reach out:<ul><li style="font-size: 14px;">Your order number&#xA0;</li><li style="font-size: 14px;">A short video or clear photos showing the issue</li><li style="font-size: 14px;">For chillers: the serial number from the unit label (S/N)</li></ul><hr>Step 1: Contact us and describe the issue<ul><li>Email <a href="mailto:support@getvitalplus.com">support@getvitalplus.com</a> for AU//NZ/EU or <a data-fr-linked="true" href="mailto:support.us@getvitalplus.com" id="isPasted">support.us@getvitalplus.com</a> for US/UK.&#xA0;</li><li>Emails not working? Try our <a href="https://getvitalplus.com/pages/contact" target="_blank" rel="noopener noreferrer">Contact Us</a> page.</li><li style="font-size: 14px;">Describe the issue, when it started, and what you&apos;ve tried. Attach any photos or video.</li><li>We&apos;ll respond within&#xA0;24-48 business hours with your first round of troubleshooting steps.</li></ul><hr>Step 2: Work through troubleshooting<ul><li id="isPasted" style="font-size: 14px;">Troubleshooting is required before any warranty claim can progress.</li><li style="font-size: 14px;">Depending on the fault, we&apos;ll need to guide you through a few rounds.</li><li style="font-size: 14px;">We keep it moving, respond promptly and we&apos;ll do the same.</li><li style="font-size: 14px;">Completing this thoroughly is what gets you to the right resolution faster.</li></ul>Some examples of what troubleshooting looks like in practice:Chiller Units<ul><li style="font-size: 14px;">Water flow and flow rate errors</li><li style="font-size: 14px;">Filter condition and air pocket checks</li><li style="font-size: 14px;">Hose connections and drain taps</li><li style="font-size: 14px;">Error code diagnosis</li></ul>Portable Cold Plunges<ul><li style="font-size: 14px;">Valve checks and drain connections</li><li style="font-size: 14px;">Inflation pressure and firmness</li><li style="font-size: 14px;">Seam and material inspection</li><li style="font-size: 14px;">Repair kit testing</li></ul>Portable SaunaPods<ul><li style="font-size: 14px;">Steam unit water level and output (Steam)</li><li style="font-size: 14px;">Infrared panel function and heat output (Infrared)</li><li style="font-size: 14px;">Steam hose connection and dispenser (Steam)</li><li style="font-size: 14px;">Power settings and preheat time</li></ul>Premium Cold Plunges (Cedar &amp; Acrylic)<ul><li style="font-size: 14px;">Hose connections and chiller pairing</li><li style="font-size: 14px;">Water level and drain valve checks</li><li style="font-size: 14px;">Filter condition and flow</li><li style="font-size: 14px;">Liner or shell inspection</li></ul>Premium Saunas (XEN)<ul><li style="font-size: 14px;">Infrared panel connections and output</li><li style="font-size: 14px;">Power supply and circuit check</li><li style="font-size: 14px;">Preheat time and temperature reach</li><li style="font-size: 14px;">Control panel and remote resets</li></ul>A quick note on the process<ul><li style="font-size: 14px;">We know troubleshooting takes time and we appreciate you sticking with it.</li><li style="font-size: 14px;">These steps ensure we fix the actual issue, not just send parts and hope for the best.</li><li style="font-size: 14px;">If troubleshooting resolves it, we&apos;ll confirm and close the case.</li><li style="font-size: 14px;">If it doesn&apos;t, we move straight to claim assessment.</li></ul><hr>Step 3: Claim assessment<ul><li id="isPasted" style="font-size: 14px;">Once troubleshooting has been completed and documented, either:</li><li id="isPasted" style="font-size: 14px;">the issue was resolved, or</li><li id="isPasted" style="font-size: 14px;">the issue remains unresolved and we assess the fault against your warranty coverage.</li><li style="font-size: 14px;">We confirm whether your claim is approved and advise on next steps.</li><li style="font-size: 14px;">For chiller claims, we may request evidence of routine maintenance&#x2014;your coverage can be voided if recommended maintenance hasn&apos;t been followed.</li></ul><hr>Step 4: Resolution&#xA0;Your resolution varies depending on the product, fault type, and warranty assessment. Where possible, we&apos;ll resolve through spare parts or component replacement. Where a full unit replacement is required, we&apos;ll provide a certified unit that meets our quality standards.<hr>Realistic timelinesWarranty&#xA0;resolutions are not instant. Here&apos;s a&#xA0;guide&#xA0;of what to expect:<table style="margin-right: calc(1%); width: 99%;"><thead><tr><th scope="col" style="background-color: rgb(0, 0, 0); width: 50.0724%;">Product</th><th scope="col" style="background-color: rgb(0, 0, 0); width: 49.7829%;">Estimated Resolution Time</th></tr></thead><tbody><tr><td style="width: 50.0724%;">All Portable Cold Plunges</td><td style="width: 49.7829%;">~7&#x2013;14 business days*</td></tr><tr><td style="width: 50.0724%;">All Portable SaunaPods</td><td style="width: 49.7829%;">~7&#x2013;14 business days*</td></tr><tr><td style="width: 50.0724%;">All Premium Cedar and Acrylic Tubs</td><td style="width: 49.7829%;">~5&#x2013;10 business days*</td></tr><tr><td style="width: 50.0724%;">All Chillers (replacement)</td><td style="width: 49.7829%;">~12 business days*</td></tr><tr><td style="width: 50.0724%;">All Chillers (repair)</td><td style="width: 49.7829%;">~16 business days*</td></tr><tr><td style="width: 50.0724%;">XEN Sauna</td><td style="width: 49.7829%;">~5&#x2013;30 business days*</td></tr></tbody></table>*These are estimates. Starting from claim approval. Complex faults, parts availability, or service centre queues can extend timelines. We&apos;ll keep you updated throughout the process.<hr>What happens if your claim is not approvedIf we assess the fault and it falls outside warranty coverage, we&apos;ll explain why and outline your options.&#xA0;Here are some reasons a claim may not be approved:Wear and tear<ul><li>Gradual deterioration from regular use over time (e.g., filter housings that have degraded after extended use, seals that have softened, or surface finishes that have worn down).&#xA0;These are expected outcomes of use and are not covered under warranty.</li></ul>Maintenance-related<ul><li>Faults that are directly linked to missed or insufficient routine maintenance.&#xA0;</li><li>For chillers, this includes failure to clean or replace filters on the recommended schedule, allowing scale or biofilm to build up, or running the unit without adequate water flow.&#xA0;</li><li>Where a fault is maintenance-related, we may request evidence of upkeep before making a final assessment.</li></ul>Misuse<ul><li>Damage resulting from use outside the product&apos;s intended purpose or operating guidelines (e.g., including running a chiller without sufficient water, using incorrect voltage, connecting incompatible accessories, or using cleaning products that are not approved for the product).&#xA0;</li><li>This also covers physical damage caused by improper installation or handling.</li></ul>Environmental damage<ul><li>Damage caused by external conditions outside our control (e.g, including flood, storm, lightning strike, power surges, or prolonged exposure to extreme temperatures).&#xA0;</li><li>For products not rated for outdoor use; damage resulting from outdoor installation also falls into this category.</li></ul><hr>Your options if a claim is not approvedWe won&apos;t leave you without a path forward. Depending on the product and your situation, we can offer:<ul><li style="font-size: 14px;">Repair at cost:&#xA0;Where the fault is repairable, we&apos;ll provide a quote for the work involved.</li><li style="font-size: 14px;">Spare parts:&#xA0;Where a specific component is at fault, we&apos;ll point you to the right part you can purchase.</li><li style="font-size: 14px;">Upgrade path:&#xA0;In some cases, we can offer a discounted upgrade as an alternative to repair.</li></ul><hr>Not happy with the outcome?<ul><li id="isPasted" style="font-size: 14px;">Let us know and we&apos;ll review it.</li><li style="font-size: 14px;">Fault assessment requires hands-on product training or deep technical knowledge of the hardware.</li><li style="font-size: 14px;">What looks like a major failure often isn&apos;t and only expert diagnosis can confirm that.</li></ul>Our technical team are best placed to make that call, and we&apos;ll always explain our reasoning clearly.&#xA0;Your consumer rights under Australian Consumer Law, the UK Consumer Rights Act 2015, or applicable US state laws apply regardless of our warranty policy and are not limited or affected by it.<hr>Have a question about your warranty coverage before making a claim? See the&#xA0;<a href="https://support.getvitalplus.com/en-US/warranty-policy-6111827" target="_blank" rel="noopener noreferrer">Warranty Policy</a>&#xA0;article for a full breakdown by product and region.

Initiate A Claim

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Know what's covered and how to make a claim. Vital+ warranties are per product and per region; find yours here.