Warranty terms per product: hot tub, jacuzzi, outdoor sauna, cold plunge tub and heaters

Short answer: for private use, a 2-year warranty applies to hot tubs, jacuzzis, outdoor saunas and cold plunge tubs, 2 years on the heaters and 2 years on all electrical parts; the insulated cover and cover parts are not covered by the warranty. For professional use (rental, wellness, B&B, hotel, campsite) the period is 6 months. The warranty covers the functioning of parts, not their appearance, and lapses in the case of incorrect use, self-repairs, abnormal conditions and water that has stood for longer than a month. The current and complete terms are on q-rest.nl/garantie; that page is leading.

Overview per product

For heaters from brands other than Harvia, that manufacturer's warranty applies. For situations not covered in this table, consult q-rest.nl/garantie.

Hot tubs and jacuzzis

• What is covered: the functioning of the surround, tub shell, stainless steel and plastic parts, heater and all electrical parts for 2 years. On a jacuzzi this also includes the massage pump, the jets and pipework, the LED lighting and the control unit.
• Wood: wood is a natural material. Ageing and natural wood movement can cause slight leaks; this is not a manufacturing defect. Serious leaks, cracking or warping are not acceptable within the warranty period and will be repaired.
• Excluded: the insulated cover and cover parts, and everything listed under "when the warranty lapses". Maintenance according to the hot tub manual and putting your jacuzzi into use is a condition.

Outdoor saunas

• What is covered: the sauna for 2 years, whether self-assembled or installed by Q-rest; on Harvia heaters the manufacturer's warranty of 2 years; on all electrical parts of the sauna 2 years.
• Wood: here too, slight leaks and discolouration due to natural wood movement are not a defect; serious leaks, cracking or warping will be repaired within the warranty period. Maintenance according to maintaining sauna wood and sauna heater and sauna stones maintenance.
• Please note: modifications to the flue or self-installed heavy-duty power supply count as your own alterations and void the warranty.

Cold plunge tubs

• What is covered: the shell and surround of the Ice Tub Mini for 2 years.
• Excluded: the cover, discolouration of the wood, and frost damage to a filled tub that has been left standing during a frost period; see using a cold plunge tub.

Heaters and heating

• Stainless steel 316 wood-fired heater (internal or external): 2 years on functioning. Firing it dry and emptying it while hot are incorrect use and are not covered by the warranty; see wood-fired heater use and maintenance.
• Electric element, heat pump, control unit, sensors: 2 years as electrical parts. Scale build-up due to incorrect water treatment and damage from self-installed electrics are excluded; see setting the water balance.
• Sauna heaters: the manufacturer's warranty, 2 years for Harvia.

Function, not appearance

The warranty applies to the functioning of parts, not to their appearance. Colour variation, greying, small cracks, wood movement, minor scratches on a shell or discolouration of plastic are not warranty cases. With the maintenance described in this knowledge base, the appearance stays good for years.

When the warranty lapses

The warranty does not apply if:

• the damage was caused by incorrect use or use contrary to the instructions (for example firing dry, flammable liquids in the heater, standing on the cover, not winterising);
• the product has been repaired or modified by you or by third parties (for example your own alterations to electrics, the heater or the flue);
• the product has been exposed to abnormal conditions or handled carelessly;
• the water has stood in the hot tub or jacuzzi for longer than 1 month.

That last rule is often underestimated: a filled tub left unused and untreated for weeks is not just a hygiene problem but also a warranty issue. If you are not using the tub for an extended period, drain it; see winterising a hot tub and how often to change the water.

The warranty does not affect your statutory rights as a consumer: you are always entitled to a product that is fit for purpose.

Examples per product

How to report a defect

1. Gather your invoice number (or order or quotation number), the model and the year of manufacture.
2. Describe the problem clearly: what, since when, under what circumstances.
3. Take photos and/or videos of the defective part, plus an overview photo of the entire product.
4. Attach your maintenance log if the complaint relates to water or technical components.
5. Report it by email via the address on q-rest.nl/garantie or via q-rest.nl/garantie. Report transport damage on the same day as delivery.

What you can check yourself before reporting is described in requesting service.

Your maintenance log as evidence

For complaints about water-side parts (element, pump, heater, shell, jets), a simple log considerably speeds up the assessment. Note down weekly in one line: date, dose, measured pH, filter cycle, water change, and any anomalies such as error codes or leaks. The log shows that maintenance has been carried out according to the instructions and that the water has not stood for longer than a month.