Order Warranty

HYDRAGUN Limited Warranty and Technical Support

Limited Warranty Period

HYDRAGUN’s Limited Warranty provides you, the customer, with specific limited warranty rights from HYDRAGUN, the manufacturer, for the period stated on the product page. HYDRAGUN may also provide Technical Support at no additional cost for the entire duration of the Limited Warranty.

General Terms

The term "HYDRAGUN Product" refers solely to the hardware components and the necessary firmware. The Limited Warranty Period begins on the date of purchase, as indicated on your sales invoice (which is usually sent to customers via the order confirmation email). This invoice serves as your proof of purchase and may be required to obtain warranty service.

Repairs or replacements made under warranty do not extend the warranty period, except for the duration your device is being repaired or retained for warranty work.

If your HYDRAGUN Product needs repair due to a defect in materials or workmanship within the Limited Warranty Period, you are entitled to hardware warranty service as outlined in this document. HYDRAGUN may choose to repair or replace any defective component or hardware product during the Limited Warranty Period, provided they receive notice from you, the customer, about the defect within this period. HYDRAGUN Products may be made with new or functionally equivalent new and used materials. Repairs may involve using refurbished parts or replacing the product with a refurbished equivalent. Repaired or replaced products will match the performance and reliability of original, discontinued products. If a repaired or replaced product or part shows a defect in materials or workmanship within 90 days of the repair/replacement, or for the remainder of the original Limited Warranty Period, HYDRAGUN will again repair or replace the defective product or part.

All component parts or hardware products removed under the HYDRAGUN Limited Warranty become the property of HYDRAGUN. If your HYDRAGUN Product experiences recurring failures or if HYDRAGUN determines it cannot repair or replace the product, HYDRAGUN may choose to provide you with either (a) a replacement unit that is the same as or functionally equivalent to your original product in performance, or (b) a refund or credit of your purchase price instead of a replacement. This constitutes your exclusive remedy for defective products.

Any disputes arising from this Limited Warranty or related to your purchase of HYDRAGUN Products covered by this warranty—whether based on contract, tort, statute, fraud, or any other legal theory—will be governed by the laws of the country and state, province, or territory where you currently reside, without regard to its conflict-of-law principles.

Exclusions

HYDRAGUN does not warrant that the operation of HYDRAGUN Products will be uninterrupted or error-free. HYDRAGUN is not responsible for damage that occurs as a result of any failure to follow the instructions intended for the HYDRAGUN Product.

This Limited Warranty does not cover expendable or consumable parts. It also does not apply to any HYDRAGUN Product with a removed serial number, or one that has been damaged or rendered defective due to accident, misuse, liquid spills, abuse, contamination, improper or inadequate maintenance or calibration, or other external causes. The warranty does not cover damage from operation outside the usage parameters stated in the user documentation, cosmetic damage, improper use according to the rating plate, normal wear and tear (e.g. batteries, filters), interfacing with non-HYDRAGUN parts or supplies, improper site preparation or maintenance, environmental conditions not meeting HYDRAGUN's specifications, loss or damage during transit, weather, electrical outages, power surges, unauthorized modifications or service, improper installation of end-user replaceable parts, or blockage removal (contact HYDRAGUN Support for unblocking instructions). Additionally, this Limited Warranty does not cover products without an order number, or products purchased from an unauthorized retailer.

Using the HYDRAGUN Product for anything other than normal domestic household purposes voids the warranty. In addition, the use of some HYDRAGUN Products (namely the Supertub Cold Plunge, the HeatPod Sauna Blanket and the StretchPad Massage Mat) outside the country of purchase may also void the warranty. This is because some products are designed for either 100V or 240V, and cannot be used at both voltages. HYDRAGUN is also not responsible for unsupported configurations or parts intended for one system being installed in another system of a different make or model.

Product Specific Exclusions

Rechargeable Batteries

HYDRAGUN considers batteries a standard component of the HYDRAGUN Product. A standard battery is defined as having 300 cycles, while a long-life battery has 1000 cycles. Some HYDRAGUN Products may include an internal, rechargeable, non-removable battery that is not user-accessible and must be replaced by HYDRAGUN or an authorized service provider. 

For HYDRAGUN Products that include a rechargeable, removable battery designed for user replacement, HYDRAGUN warrants that it will provide a replacement if the battery shows a defect in materials or workmanship within one year from the purchase date of the HYDRAGUN Product in which the battery is installed, unless otherwise specified in this limited warranty.

Like all batteries, the maximum capacity of any battery within the HYDRAGUN Product will diminish over time or with use. The battery cycle life can vary based on factors such as product model, configuration, loaded applications, features, use, wireless functionality, and power management settings. Therefore, a decrease in maximum battery capacity or cycle life is not considered a defect in materials or workmanship, and is not covered under this HYDRAGUN Limited Warranty. The warranty for the battery only applies to defects in materials or workmanship that result in the battery failing to operate within the specified Limited Warranty Period. To determine if your battery has experienced a warranted failure, contact HYDRAGUN for instructions on how to perform diagnostic test.

Exclusive Remedy

These terms and conditions serve as the comprehensive and exclusive warranty agreement between you and HYDRAGUN concerning the HYDRAGUN Product you have purchased. They override any previous agreements, advertisements, or other representations, including those in HYDRAGUN sales materials or advice provided by HYDRAGUN, its agents or employees, or any non-HYDRAGUN agents or employees, that may have been made in relation to your purchase of the HYDRAGUN Product, unless part of a separate written agreement with HYDRAGUN or its authorized resellers. No alteration to the conditions of this HYDRAGUN Limited Warranty is valid unless it is documented in writing and signed by an authorized representative of HYDRAGUN.

Limitation of Liability

In the event that HYDRAGUN at its option provides you a refund or a product voucher for use on hydragun.com, the maximum liability of HYDRAGUN under this HYDRAGUN limited warranty is expressly limited to the price you paid for the HYDRAGUN product. Except as indicated above, in no event will HYDRAGUN be liable for any damages caused by the HYDRAGUN product or the failure of the HYDRAGUN product to perform, including any lost profits or savings, or loss of use, or special, incidental, or consequential damages. HYDRAGUN is not liable for any claim made by a third party or made by you for a third party. HYDRAGUN is not liable for any damages that may arise as a result of HYDRAGUN complying with its obligations under local law. This limitation of liability applies whether damages are sought, or a claim made, under this Limited Warranty or as a tort claim (including negligence and strict product liability), a contract claim, or any other claim. This limitation of liability cannot be waived or amended by any person. This limitation of liability will be effective even if you have advised HYDRAGUN or an authorized representative of HYDRAGUN of the possibility of any such damages. This limitation of liability, however, will not apply to claims for personal injury.

Customer Responsibilities

To avoid potential charges for issues not covered by your HYDRAGUN Limited Warranty—those not stemming from defects in materials and workmanship on HYDRAGUN Products—it is essential to cooperate with HYDRAGUN or its authorized service provider by:

  • Providing accurate and complete information when submitting a warranty claim;
  • Ensuring that the environment meets HYDRAGUN's requirements, including protecting products from corrosion, contamination, and spills;
  • Implementing temporary procedures or workarounds provided by HYDRAGUN while permanent solutions are being addressed;
  • Utilizing HYDRAGUN's remote support solutions whenever applicable. HYDRAGUN strongly advises utilizing available support technologies, as choosing not to deploy remote support capabilities may result in additional costs due to increased support resource requirements;
  • Cooperating with HYDRAGUN in attempting to resolve issues through online chat, email, or telephone. This may involve performing routine diagnostic procedures, installing additional software updates, removing third-party options, or substituting options;
  • Undertaking additional tasks as outlined within each type of warranty service described below and any other actions reasonably requested by HYDRAGUN to facilitate optimal warranty support.

Types of Hardware Warranty Service

The various types of warranty support services that may apply to the HYDRAGUN Product you've acquired are outlined below. Please note that not all services may be accessible in every country or region.

Self-Repair Warranty Service

HYDRAGUN Products are engineered with several Self-Repair parts to streamline repair processes and provide more flexibility in replacing defective components. If, during the diagnostic phase, HYDRAGUN determines that a repair can be executed using a Self-Repair part, HYDRAGUN will dispatch that part directly to you for replacement. 

You are obligated to collaborate with HYDRAGUN or an authorized service provider in resolving issues through chat, email, or telephone. This may entail conducting routine diagnostic procedures, installing software updates, removing third-party options, or substituting options. If you require assistance, you can reach out to HYDRAGUN technical support, and a technician will assist you via online chat, email, or telephone.

Documentation accompanying a replacement Self-Repair part specifies whether the defective part must be returned to HYDRAGUN. If return is necessary, you must send the defective part to HYDRAGUN within a specified timeframe, typically five (5) to fifteen (15) business days, along with the provided shipping material and associated documentation. Failure to return the defective part may result in HYDRAGUN billing you for the replacement. For Self-Repair situations, HYDRAGUN covers all shipping and part return costs and determines the courier/carrier to be used.

Unit Replacement Warranty Service

Your HYDRAGUN Limited Warranty may include a unit replacement warranty service. Under this service, if the HYDRAGUN Product you purchased is diagnosed as defective, HYDRAGUN will send a replacement unit directly to you. Upon receiving the replacement unit, you may need to return the defective HYDRAGUN Product to HYDRAGUN within a specified timeframe, typically five (5) to fifteen (15) days, using the packaging provided with the replacement unit. HYDRAGUN will cover the shipping and insurance costs for returning the defective product. Failure to return the defective product may lead to HYDRAGUN billing you for the replacement unit.

Pick-Up and Return Warranty Service

Your HYDRAGUN Limited Warranty may include a pick-up and return warranty service. With this service, HYDRAGUN will arrange for the defective HYDRAGUN Product to be collected from your location, repaired, and then returned to you. HYDRAGUN will cover all costs associated with repair, logistics, and insurance for this service.

Mail-In Warranty Service

Your HYDRAGUN Limited Warranty may include a mail-in warranty service. With this service, you will need to send your HYDRAGUN Product to an authorized HYDRAGUN service location for warranty repair. Once repaired, HYDRAGUN will return the product to you, covering all logistics and insurance costs.

Send-In and Return Warranty Service

Your HYDRAGUN Limited Warranty may include a send-in and return warranty service. With this service, HYDRAGUN will provide packaging for shipping your HYDRAGUN Product to their service center at their expense. However, you are responsible for covering freight costs and insurance for shipping the product to HYDRAGUN. You can coordinate with HYDRAGUN for inbound shipping arrangements and associated costs, or you may opt to use your own courier and cover shipping expenses. If you choose to use your own courier, you are accountable for insuring the HYDRAGUN Product during transit, and you assume the risk of loss or damage during shipping. Once HYDRAGUN receives the product, they will repair it and cover all costs for returning the repaired product to you.

Onsite Warranty Service

In some regions, your HYDRAGUN Limited Warranty may include onsite warranty service. Under this service, HYDRAGUN may, at its discretion, assess whether a defect in a HYDRAGUN Product can be rectified remotely, through the use of a Self-Repair part, or by scheduling a service call at the location of the defective product. If HYDRAGUN determines that an onsite service call is necessary to address a defect, the call will typically be scheduled during standard office hours, 

During onsite warranty services, you should:

  • Inform HYDRAGUN if the product is used in an environment posing potential health or safety hazards to HYDRAGUN employees or subcontractors;
  • Provide HYDRAGUN with sufficient, free, and safe access to all facilities, information, and systems necessary for timely support, subject to HYDRAGUN's reasonable security requirements;
  • Ensure all manufacturers' labels, such as serial numbers, are intact, accessible, and legible;
  • Maintain an environment consistent with product specifications and supported configurations.

Response Times

Response times are determined by the standard business days and working hours applicable to the location where the service is requested. Response times may also vary depending on the country you are located in, or due to supplier constraints. Unless specified otherwise, response times are calculated from the moment the end-user customer initiates contact until HYDRAGUN either schedules a suitable time for support or commences providing support or remote diagnostics. 

Contacting HYDRAGUN

If your HYDRAGUN Product experiences a defect in materials or workmanship within the Limited Warranty Period and the troubleshooting suggestions provided in the product documentation are insufficient, you can seek support through the following methods:

  1. Accessing additional support and troubleshooting information from the HYDRAGUN Support website at support.hydragun.com 
  2. Contact HYDRAGUN Customer Support. Before contacting HYDRAGUN Support, please have the following information available:
  • Order number;
  • Product serial number, model name, and product model number;
  • Applicable error messages, video and/or images;
  • Detailed questions.

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The information provided here is subject to change without prior notice. HYDRAGUN shall not be held liable for any technical or editorial errors or omissions contained herein.