Manufacturer Warranty Information.

Eligibility

All warranties provided by Thermasol after September 1, 2014 extend only to the original retail purchaser or end user of the product. Coverage is contingent upon proper use of the product in accordance with instructions and specifications published by Thermasol or the applicable product manufacturer.

Coverage does not apply to a product repaired or modified by a person not approved by Thermasol or the relevant manufacturer.

Proof of purchase

Proof of purchase from an authorized reseller is required to begin a warranty process except where prohibited by law.

Customers should retain the original invoice, order confirmation, product model, serial number, installation documentation, electrician information and registration confirmation where registration is required.

Products that are not eligible

The warranties are not valid for a product that:

• Has a defaced, altered, obscured or missing serial number.
• Was purchased used, refurbished, “as is” or in unknown condition.
• Was repaired or modified by a person not approved by the applicable manufacturer.
• Was installed, operated or maintained outside the published instructions and specifications.

Claim routing

Thermasol states that warranty claims must be handled directly through Thermasol unless a particular product category or brand specifies another claim process. Harvia heaters, controls and power boxes use the separate Harvia US support process described later on this page.

Residential-use restriction

Thermasol provides no warranty of any kind, expressed or implied, for a Thermasol residential generator installed or used in a non-residential setting.

Non-residential settings include, without limitation, hotels, spas, gyms, health clubs, Airbnb properties, VRBO properties and other short-term rental properties.

In-Home Limited Warranty

During the applicable In-Home period, Thermasol will repair or replace, at its discretion, generator parts found to contain manufacturing defects.

Thermasol will cover labor charges up to a standard, regionally appropriate service rate when the work is performed by a Thermasol service agent, if one is locally available, or by a qualified independent service technician selected by the customer.

After the In-Home warranty expires, the Factory Limited Warranty applies.

Factory Limited Warranty

Thermasol will replace defective parts for the life of the product for the original purchaser and will cover labor performed at its factory.

The customer is responsible for removing and reinstalling the generator and for shipping it to and from the factory in Round Rock, Texas.

Thermasol guarantees generator parts to be free from manufacturing defects in materials and workmanship under normal residential use.

PowerPak III and Day Spa Series

PowerPak III Series and Day Spa Series commercial generators carry a limited eighteen-month warranty beginning on the original purchase date for the original purchaser.

Coverage provides replacement parts only for manufacturing defects confirmed to qualify under the warranty. The customer is responsible for removal and installation.

PowerPak III labor provision

Labor coverage applies only to PowerPak III Series generators. Eligible labor charges may be covered up to a standard, regionally appropriate service rate when the work is performed by a Thermasol service agent, if locally available, or by a qualified independent service technician selected by the customer.

Commercial-generator exclusions

Commercial generator warranties exclude:

• Normal wear and tear.
• Damage caused by environmental conditions.
• Poor or inadequate maintenance.
• Unauthorized repairs or modifications.
• Improper water conditions.
• Operation outside the unit’s intended purpose.

The customer is responsible for product removal, installation and shipping to and from the factory.

Finish-related claims are governed by the separate Limited Finish Warranty contained in Custom Liquid 3.

One-year replacement warranty

The following accessories carry a one-year replacement warranty beginning on the original purchase date:

• Fog-Free Mirrors.
• In-Shower Lights.
• Shower Seats.
• Showerproof Speakers.
• Self-Powered Bluetooth Speakers.
• Digital Shower Valve.

The customer is responsible for removal, installation and shipping to and from the factory.

Scope of coverage

Harvia coverage applies to manufacturing defects only.

Warranty coverage does not extend beyond the original term, including when a product or component is replaced.

Harvia exclusions

The warranty excludes:

• Normal wear and tear or poor maintenance.
• Improper installation, including installation that does not comply with applicable codes, regulations or the installation requirements in the official installation manual.
• Chemical exposure, including spa water or oils placed on sauna stones.
• Installation by an uncertified electrician or unqualified service provider.
• Improper use, including a shower inside the sauna room, moisture intrusion or other misuse.
• Use of incompatible or cross-branded components. The heater, control and power units must be officially compatible and from the same approved brand system.

Costs not included

Labor reimbursement is not included. This exclusion applies to diagnosis, repairs, product removal, installation and shipping.

One-year limited warranty

EOS sauna heaters, power boxes and heating elements installed in residential or commercial environments carry a one-year limited warranty beginning on the original purchase date through an authorized dealer.

Coverage applies only to manufacturing defects.

EOS sauna stones

Decorative sauna stones supplied for selected EOS heaters carry a one-year warranty.

Degradation of other sauna stones is considered normal wear and is not covered.

EOS exclusions

The warranty excludes:

• Normal wear and tear or poor maintenance.
• Improper installation, including installation that does not comply with applicable codes, regulations or the installation requirements in the official installation manual.
• Chemical exposure, including spa water or oils placed on sauna stones.
• Installation by an uncertified electrician or unqualified service provider.
• Improper use, including a shower inside the sauna room, moisture intrusion or misuse.
• Use of incompatible or cross-branded components. The heater, control and power units must be officially compatible and from the same approved brand system.
• Installation of an EOS Mythos S45 heater in a residential setting.

Term and costs

The warranty does not extend beyond the original term when a product is replaced.

Labor reimbursement is not included for repairs, removal, installation or shipping.

Purchaser and installation restrictions

Sauna-room warranties apply only to the original purchaser and original installation address.

Coverage is limited strictly to manufacturing defects.

Normal wear and tear, wood weathering, ultraviolet discoloration and natural aging of materials are excluded.

Covered structural defects

Depending on the applicable sauna-room warranty, covered manufacturing, workmanship or material defects may include:

• Mis-cut or incorrectly cut components.
• Unusually rough lumber.
• Knot loss.
• Defects in included infrared components where infrared components are applicable.

Sauna-room exclusions

• Normal wear and tear.
• Improper installation, maintenance or use, including installation that does not comply with applicable codes, regulations or the official installation manual.
• Unauthorized alterations.
• Chemical damage to sauna heaters.
• Use of a shower inside a sauna room.

Installation and registration requirements

To qualify, the sauna room must be installed by a certified electrician or qualified service representative and registered within fifteen days of purchase.

Coverage remains limited to the original purchaser and original installation.

The warranty does not extend beyond the initial term when a product is replaced.

Labor reimbursement is not included for repairs, removal, installation or shipping.

One-year limited warranty

Cold plunges and hot soak tubs carry a one-year limited warranty covering qualifying defects in equipment components and structural materials.

Structural coverage

Structural coverage applies to manufacturing-related conditions such as improper cuts, material flaws or other defects affecting the integrity of the tub or plunge unit.

Equipment coverage

Equipment coverage applies to manufacturing defects in included operational and mechanical components, including:

• Pumps.
• Chillers.
• Heaters.
• Control systems.
• Electrical components.
• Plumbing assemblies.
• Other operational or mechanical parts supplied with the unit.

Purchaser and location restrictions

Coverage applies only to the original purchaser and original installation location.

The warranty covers manufacturing defects only.

Conditions not covered

• Normal wear and tear.
• Weathering.
• Surface discoloration.
• Cosmetic changes occurring over time.
• Damage or degradation caused by chemical exposure.
• Damage caused by improper water balance.
• Damage caused by harsh cleaning agents.
• Improper installation, including an installation not completed according to applicable code or the product installation manual.
• Installation by an uncertified electrician or unqualified service provider.
• Unauthorized modifications.
• Failure to maintain the product as recommended by Harvia or Thermasol.
• Misuse or improper operation.
• Use outside the intended residential or commercial application specified by the manufacturer.

Products and purchasers covered

The Limited Finish Warranty applies to the original retail purchaser or end user.

It covers manufacturing defects in materials and workmanship affecting finishes on:

• Steam controls.
• Lighting systems.
• Music systems.
• Steamheads.

Sealants, acids and cleaning materials

Use of lead-based or acidic sealants, acids, abrasive products or detergents voids the finish warranty.

Only neutral-curing sealants that do not react with metal or brass finishes may be used.

Customer responsibility

The customer is responsible for removing and reinstalling the product and for shipping it to and from the factory.

In addition to the product-specific exclusions stated elsewhere on this page, Thermasol states that warranties are void under the following circumstances:

1. Improper installation, including an installation that does not comply with applicable codes, regulations or the installation requirements in the official installation manual.
2. Use of a residential unit in a commercial application, including hotels, spas, gyms, health clubs, Airbnb properties, VRBO properties and other short-term rental properties.
3. Service performed by unauthorized personnel.
4. An inaccessible installation that prevents warranty service.
5. Unpaid non-warranty repairs.
6. Modification of the unit.
7. Use of non-Thermasol repair parts where Thermasol repair parts are required.
8. An altered or missing serial number.

1. Thermasol is not liable for indirect, special or consequential damages.
2. Thermasol is not responsible for delays in warranty service.
3. Local In-Home service is not guaranteed. A unit may require factory service.
4. Warranties are non-transferable.
5. Warranties are not valid for products purchased used, refurbished, “as is” or in unknown condition.
6. No salesperson, reseller, installer, representative or other agent may extend or create another manufacturer warranty.

Governing law and arbitration

Thermasol states that its warranties are governed by the laws of Texas and that disputes must be submitted to arbitration in Texas.

Inspection requirement

Materials or components claimed to be defective must be made available for inspection by Thermasol.

If Thermasol determines that an item is defective and covered, Thermasol reserves the right to repair, replace or adjust the product at its discretion.

Costs not covered unless expressly stated

Unless a specific warranty provision expressly states otherwise, the following are not covered:

• Field labor.
• Product removal.
• Product installation or reinstallation.
• Shipping costs.
• Consequential damages.

Refundable replacement deposit

Thermasol may require a refundable deposit before shipping certain replacement parts or replacement equipment.

The deposit is used to ensure that the allegedly defective item is returned for inspection, which is required for final warranty approval.

The deposit amount varies according to the component being replaced and is disclosed when the warranty claim is processed.

When the deposit is refunded

The deposit is refunded in full after the original item is received and inspected, provided the defect is confirmed to fall within the applicable warranty terms.

When the deposit may be forfeited

The deposit may be forfeited and full charges for the replacement product may apply when:

• The original item is not returned.
• The returned item was damaged by misuse, improper installation or another excluded condition.
• Inspection determines that the reported failure is not covered by the applicable warranty.

Return shipping

Shipping costs for returning allegedly defective items are the customer’s responsibility unless the manufacturer expressly agrees otherwise.

Prepare the following information before requesting support:

• Between Living order number.
• Original purchase date.
• Original purchaser’s name.
• Original installation address.
• Product name and model number.
• Product serial number.
• Clear photographs and video showing the reported condition.
• Installation documentation and electrician information where applicable.
• Product-registration confirmation where registration is required.
• A detailed description of symptoms and when they began.
• Maintenance records where relevant.
• A description of troubleshooting or service already attempted.

Between Living’s role

Between Living can assist with locating the customer’s order record and identifying the appropriate manufacturer-support route.

Between Living does not inspect the product, diagnose technical failures, authorize a manufacturer repair, approve a replacement or make the final warranty decision.