S p a   &   G a r d e n    L u x e

Birchwells Warranty Policy
Effective Date: January 2024

At Birchwells, we take pride in the quality and craftsmanship of our wood-fired hot tubs. This Warranty Policy explains the coverage provided with your purchase and the conditions required to maintain warranty protection.

1. Warranty Coverage

Birchwells warrants that its hot tubs are free from manufacturing defects in materials and workmanship for a period of 24 months from the date of delivery.

Where a valid warranty claim is accepted, Birchwells may, at its sole discretion:

• Repair the defective component;
• Supply replacement parts;
• Replace the affected product;
• Provide a partial or full refund.

The chosen remedy shall be final.

2. Timber Care Requirements

Compliance with the Birchwells Care & Maintenance Guide is a condition of warranty coverage.

Customers are responsible for maintaining the hot tub in accordance with the latest Care & Maintenance Guide published by Birchwells, including but not limited to timber protection, water treatment, storage and winter care requirements.

3. Proof of Maintenance

For any warranty claim involving the timber structure, Birchwells reserves the right to request evidence that the hot tub has been maintained correctly. Birchwells may also request evidence of water treatment, cleaning and storage practices where relevant to the warranty claim.

Acceptable evidence may include:

• Receipts for wood oil or treatment products;
• Dated photographs
• Maintenance logs
• Other supporting documentation reasonably requested by Birchwells.

Where sufficient evidence cannot be provided, Birchwells reserves the right to reject the warranty claim.

4. Installation Requirement

Birchwells hot tubs are engineered to be leak-free when assembled and installed in accordance with the supplied instructions.

The customer is responsible for ensuring that:

• The hot tub is assembled correctly
• All fittings are properly installed
• The tub is positioned on a suitable, level foundation
• Installation instructions are followed in full.

5. Leak Warranty Exclusion

Birchwells does not warrant against leaks resulting from:

• Incorrect assembly;
• Improper installation
• Failure to follow installation instructions
• Uneven or unsuitable foundations
• Damage caused during assembly
• Modifications made after delivery.

Any leak-related claim may require the customer to provide photographs, videos or other evidence demonstrating correct installation.

Where a customer alleges that a manufacturing defect has caused a leak, the customer must provide reasonable evidence that the hot tub was assembled and installed in accordance with Birchwells' instructions before a warranty claim can be assessed.

6. Natural Characteristics of Timber

Wood is a natural material and will naturally expand, contract and change appearance over time.
The following are not considered defects:

• Minor cracks or checking
• Colour variation
• Weathering
• Surface movement
• Grain variations
• Knots and natural timber features.

7. Exclusions

This warranty does not cover:

• Normal wear and tear;
• Cosmetic damage occurring after delivery;
• Damage caused by neglect or misuse;
• Damage caused by improper maintenance;Frost or freeze damage;
• Damage resulting from unauthorised repairs or modifications;
• Damage arising from incorrect assembly or installation.
• Damage resulting from failure to follow the Birchwells Care & Maintenance Guide;
• Damage resulting from inadequate water treatment or sanitisation;
• Damage caused by bacterial growth, algae, mould, mildew or biofilm;
• Damage resulting from improper storage of an empty hot tub;
• Damage resulting from prolonged drying of timber components;
• Damage resulting from excessive moisture, humidity or inadequate ventilation during storage.

8. Making a Warranty Claim

To make a warranty claim, please contact Birchwells and provide:

• Order number;
• Proof of purchase;
• Description of the issue;
• Photographs and/or videos;
• Evidence of maintenance where relevant.

Claims should be submitted as soon as reasonably possible after the issue is discovered.

9. Statutory Rights

This Warranty Policy is provided in addition to, and does not affect, any rights available under applicable consumer protection laws in England and Wales.