Warranty PolicyUpdated 13 days 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

An 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 [email protected] with your order number.

What is covered

• Manufacturing defects and component failures under normal use
• Error codes or functional faults not resolvable through standard troubleshooting
• Structural defects not caused by misuse, environmental factors, or improper installation
• Electrical and mechanical failures arising from defects in materials or workmanship

What is not covered

• Normal wear and tear over time
• Cosmetic damage, including scratches, surface marks, or discolouration, that do not affect function
• Damage resulting from improper setup, misuse, or failure to follow care and maintenance instructions
• Environmental damage from improper storage, including freeze damage to tubs or chillers
• Moisture or water damage to electrical components resulting from improper use
• Natural wood movement, surface checking, or colour variation in cedar products (these are normal material characteristics and do not affect structural integrity)
• Damage caused by the use of non-approved cleaning products or chemicals
• Faults resulting from unauthorised repairs or modifications
• Damage caused by shared circuits, power surges, or incorrect voltage supply

Shipping contribution for free of cost shipments (US region only)

For warranty replacements, a flat shipping contribution of $9.95 applies across all regions. 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't hesitate to contact our support team.

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.

Warranty service location

Warranty 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:

• Vital+ may provide remote troubleshooting support where possible
• Warranty repair, replacement, or servicing may only be performed within the original country of purchase
• Any international shipping, customs duties, or import/export costs associated with returning a unit for service are the responsibility of the customer

Vital+ cannot guarantee the availability of parts, repair centres, or replacement units outside the original market of purchase.

Your consumer rights

This warranty is provided in addition to your statutory consumer rights, not in place of them.

• Australia and New Zealand: Australian Consumer Law applies
• United Kingdom: Consumer Rights Act 2015 applies
• United States: applicable state consumer protection laws apply

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.

How to file a warranty claim

To submit a warranty claim, please view our article here Initiate A Claim.

Eligibility assessment

Our team will assess your claim and provide a written outcome confirming eligibility or ineligibility based on the warranty terms above.

Resolution

If your claim is approved, we will offer one of the following resolutions at Vital+'s discretion based on the nature and severity of the defect:

• Replacement parts: 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.
• Chiller unit repair: Repairs are conducted at our service centre and typically take 10–20 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.
• Full unit replacement: Provided where repair is not feasible, or the defect is major. We will send you a like-for-like replacement unit.
• Refund or partial refund: 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.

Where Vital+ requires the return of a defective part or unit, we will provide direction on the return process.

Refusal of the warranty process

Our products are covered by a manufacturer'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.