Initiate A ClaimUpdated 4 days ago

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.

1. All warranty claims require troubleshooting first.
2. This is not a hurdle it's how we make sure we fix the right thing.
3. Skipping this step slows things down it won't speed them up.

Have the following ready before you reach out:

• Your order number 
• A short video or clear photos showing the issue
• For chillers: the serial number from the unit label (S/N)

Step 1: Contact us and describe the issue

• Email [email protected] for AU//NZ/EU or [email protected] for US/UK. 
• Emails not working? Try our Contact Us page.
• Describe the issue, when it started, and what you've tried. Attach any photos or video.
• We'll respond within 24-48 business hours with your first round of troubleshooting steps.

Step 2: Work through troubleshooting

• Troubleshooting is required before any warranty claim can progress.
• Depending on the fault, we'll need to guide you through a few rounds.
• We keep it moving, respond promptly and we'll do the same.
• Completing this thoroughly is what gets you to the right resolution faster.

Some examples of what troubleshooting looks like in practice:

Chiller Units

• Water flow and flow rate errors
• Filter condition and air pocket checks
• Hose connections and drain taps
• Error code diagnosis

Portable Cold Plunges

• Valve checks and drain connections
• Inflation pressure and firmness
• Seam and material inspection
• Repair kit testing

Portable SaunaPods

• Steam unit water level and output (Steam)
• Infrared panel function and heat output (Infrared)
• Steam hose connection and dispenser (Steam)
• Power settings and preheat time

Premium Cold Plunges (Cedar & Acrylic)

• Hose connections and chiller pairing
• Water level and drain valve checks
• Filter condition and flow
• Liner or shell inspection

Premium Saunas (XEN)

• Infrared panel connections and output
• Power supply and circuit check
• Preheat time and temperature reach
• Control panel and remote resets

A quick note on the process

• We know troubleshooting takes time and we appreciate you sticking with it.
• These steps ensure we fix the actual issue, not just send parts and hope for the best.
• If troubleshooting resolves it, we'll confirm and close the case.
• If it doesn't, we move straight to claim assessment.

Step 3: Claim assessment

• Once troubleshooting has been completed and documented, either:
• the issue was resolved, or
• the issue remains unresolved and we assess the fault against your warranty coverage.
• We confirm whether your claim is approved and advise on next steps.
• For chiller claims, we may request evidence of routine maintenance—your coverage can be voided if recommended maintenance hasn't been followed.

Step 4: Resolution

 Your resolution varies depending on the product, fault type, and warranty assessment. Where possible, we'll resolve through spare parts or component replacement. Where a full unit replacement is required, we'll provide a certified unit that meets our quality standards.

Realistic timelines

Warranty resolutions are not instant. Here's a guide of what to expect:

*These are estimates. Starting from claim approval. Complex faults, parts availability, or service centre queues can extend timelines. We'll keep you updated throughout the process.

What happens if your claim is not approved

If we assess the fault and it falls outside warranty coverage, we'll explain why and outline your options. 

Here are some reasons a claim may not be approved:

Wear and tear

• 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). These are expected outcomes of use and are not covered under warranty.

Maintenance-related

• Faults that are directly linked to missed or insufficient routine maintenance. 
• 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. 
• Where a fault is maintenance-related, we may request evidence of upkeep before making a final assessment.

Misuse

• Damage resulting from use outside the product'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). 
• This also covers physical damage caused by improper installation or handling.

Environmental damage

• Damage caused by external conditions outside our control (e.g, including flood, storm, lightning strike, power surges, or prolonged exposure to extreme temperatures). 
• For products not rated for outdoor use; damage resulting from outdoor installation also falls into this category.

Your options if a claim is not approved

We won't leave you without a path forward. Depending on the product and your situation, we can offer:

• Repair at cost: Where the fault is repairable, we'll provide a quote for the work involved.
• Spare parts: Where a specific component is at fault, we'll point you to the right part you can purchase.
• Upgrade path: In some cases, we can offer a discounted upgrade as an alternative to repair.

Not happy with the outcome?

• Let us know and we'll review it.
• Fault assessment requires hands-on product training or deep technical knowledge of the hardware.
• What looks like a major failure often isn't and only expert diagnosis can confirm that.

Our technical team are best placed to make that call, and we'll always explain our reasoning clearly. 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.

Have a question about your warranty coverage before making a claim? See the Warranty Policy article for a full breakdown by product and region.