Warranty Period: lifetime warranty on carbon heaters and 5 year general.
Kiva Wellness are the warranty providers for Kiva Wellness products. Kiva Wellness
warranty this product to be free from defects in materials and workmanship while in
normal domestic use for a period of one year on parts and labour (with the exception of
a life warranty on the carbon heaters) from the original date of purchase.
Do not return your sauna to the store you purchased from before contacting Kiva Wellness
directly.
LODGING A WARRANTY CLAIM
Should you experience any issues with your product, please follow the below steps to
lodge a warranty claim:
1. Contact Kiva Wellness and let them know the following details:
• Your warranty details including name, email and phone number
• Product name and model number
• Product serial number, found on the rating label of the product
• Explanation of how the damage occurred
• Photos of the damage or issue is highly benecial to expediting your claim
2. Kiva Wellness will assess your claim and respond within 24-48 hours. If the product
exhibits a defect while in normal domestic use and within the warranty period; Kiva
Wellness will either repair or replace the product or defective part free of charge.
3. In the event that the product is required to be sent to the service centre, the customer
is required to pay for all packing, freight and insurance costs for transit of the product to
Kiva Wellness. This is subject to the applicable consumer laws in your jurisdiction.
4. If the product, or one of its parts, qualies for replacement or service within the 30-day
period after the date of purchase, Kiva Wellness will arrange the shipping at no cost to
you.
5. Any product sent to Kiva Wellness must include a return authorisation form that will be
provided to you after your warranty claim is accepted. Failure to include this form may
result in the product being rejected from the warehouse or a delayed service time.
6. In the event that the warranty period for a product has expired, or if a product does not
qualify for warranty service, repair or replacement, customers can still buy replacement
parts or have products repaired by one of the Kiva Wellness service centres. Please contact
Kiva Wellness for further information. Kiva Wellness will contact you with a quote prior to
undertaking any service work outside of the warranty coverage.
7. Typical turn-around times to address warranty claims can be between 10-14 business
days, plus shipping, depending on location and type of damage or warranty claim.
8. In no event will the liability exceed the retail value of the product. We make no warranty
with respect to parts, from a source other than Kiva Wellness.
Warranty
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