At Theralpine, we stand behind the quality and durability of our products. All Theralpine products bought through theralpine.com are covered by a two-year guarantee from the date of delivery. In addition to this guarantee, you have statutory rights against your seller in case of defects. Exercising those rights is free of charge, and they are not restricted by this guarantee.
What's Covered
This guarantee applies to the original purchaser and covers:
- Manufacturing defects in materials or workmanship
- Structural components of the ice bath tub
- Internal parts of electronic components, where applicable (e.g. chillers)
What's Not Covered
This guarantee does not cover:
- Normal wear and tear (e.g. filters, hoses, seals, gaskets)
- Minor cosmetic variations caused by the rotational molding process
- Scratches, discoloration, or other signs of use that occur after installation
- Damage caused by misuse, negligence, improper installation, freezing, commercial use, or modifications
- Improper storage or failure to follow our care and safety guidelines
- Use of chemicals, cleaning or disinfecting agents not approved in the operating manual
- Use of non-original spare parts or filters, and repairs or interventions by third parties not commissioned by us
- Damage caused by a faulty power supply or an improper electrical connection
Inspection Upon Delivery
Please inspect your order immediately upon delivery.
Please report transport damage, ideally within 48 hours of receipt, by emailing hello@theralpine.com and providing:
- Your order number
- Description of the issue
- Clear photos or video of the damage
This lets us claim the damage directly from the carrier and send you a replacement quickly. Your statutory warranty rights are not affected.
How to Make a Guarantee Claim
To make a guarantee claim, contact our support team at hello@theralpine.com.
For chillers, we ask you to take part in a remote diagnosis (photos, videos, error messages) before returning the unit. You'll be asked to provide:
- Proof of purchase (e.g. order confirmation or receipt)
- Description of the issue
- Photo and/or video evidence
Resolution Process
For a defect covered by this guarantee, we provide free of charge:
- Repair, where possible
- Replacement of parts or of the full unit
We offer a partial or full refund only as an optional alternative that you may accept. We expressly agree in advance any chargeable inspection or transport service outside your statutory or contractual entitlements.
We bear the costs of repair or replacement under this guarantee, including transport.
Chillers
Chiller Pro and Chiller Lite units are covered by this guarantee. Normal wear of filters, hoses and seals is excluded from the guarantee.
Non-Transferable
This guarantee is valid only for the original purchaser and is not transferable to subsequent owners.
Legal Notice
The guarantor is your contracting party: for deliveries to Switzerland or Liechtenstein, Theralpine AG, Wolleraustrasse 41a, 8807 Freienbach, Switzerland; for deliveries to all other countries, THERALPINE LLP, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom. The guarantee applies to products delivered to the countries listed in our shipping policy. These guarantee terms are also an annex to our Terms, which you receive as a PDF with the order confirmation.
Please report defects as soon as possible after discovering them at hello@theralpine.com. In some countries, for example Switzerland, a late notice of defects can put your claims at risk.