Warranty & Maintenance
Your KeiCo product is designed to be enjoyed for years, but warranty cover and long-term performance depend on the product type, installation scope, use, environment and ongoing maintenance. This page explains the key warranty and maintenance points to help you care for your product properly.
Warranty cover is in addition to your statutory rights. Nothing on this page is intended to remove or restrict rights you may have under applicable UK consumer law.
Warranty overview
Warranty cover for KeiCo products may include manufacturer warranties on components and equipment, KeiCo workmanship cover where KeiCo completed the installation, structural warranty where stated, and any active KeiCo Care™ or Signature Care™ plan.
The exact cover applicable to your order depends on the product page, quotation, warranty document, order confirmation and any service plan in place. If you are unsure what cover applies to your product, please contact us with your order details.
Manufacturer warranties
Heaters, controllers, chillers, pumps, spa components, lighting and other third-party components may be covered by the relevant manufacturer’s warranty. Manufacturer warranties are subject to the manufacturer’s own terms, installation requirements, servicing requirements and exclusions, which may vary by brand and product.
KeiCo installation workmanship
Where KeiCo completes installation works, workmanship cover applies to the installation scope carried out by KeiCo for the period stated in the quotation, order confirmation or warranty document. This cover relates to the quality of KeiCo’s own workmanship and does not extend to third-party works, customer-supplied goods, or works outside KeiCo’s agreed scope.
Structural warranty
Eligible KeiCo sauna and wellness structures may include structural warranty cover under normal domestic use where stated. The exact duration and terms are as stated on the product page, quotation, warranty document or order confirmation.
Commercial, public, hospitality, rental, gym, spa or high-frequency use may require a different product specification, service plan or warranty position. Please disclose intended commercial or high-use environments before purchase so the correct specification and warranty position can be confirmed.
KeiCo Care™ and Signature Care™
KeiCo Care™ and Signature Care™ are aftercare and maintenance options for eligible installations. These may include servicing visits, heater checks, stone inspection, structural adjustment, wood care guidance, safety checks and extended structural protection where applicable.
Timber movement and natural materials
Timber is a natural material. Outdoor timber products may expand, contract, settle, weather, fade, crack, check, release resin or move slightly due to moisture, heat, cold, humidity and seasonal conditions. This is a normal characteristic of natural wood and is not unique to any particular product or manufacturer.
Maintenance responsibilities
Customers are responsible for routine maintenance after delivery or handover. Depending on the product, this may include regular cleaning, ensuring adequate ventilation, drying down after use, applying timber treatment or oil, checking fixings or straps, heater care, stone care, water care, drainage checks and seasonal inspection.
Routine maintenance checklist
As a general guide, customers should:
- Keep the sauna or wellness product clean and well ventilated.
- Allow timber to dry naturally after use.
- Check fixings, straps, doors and moving parts periodically.
- Inspect sauna stones and replace them when degraded or as advised by the manufacturer.
- Follow heater, controller and equipment manufacturer instructions.
- Maintain water quality, filters and chemical balance where applicable.
- Check drainage and avoid standing water around or beneath the product.
- Re-treat external timber where required.
- Report issues early with photographs or videos so they can be reviewed promptly.
Sauna heater, stones and controls
Sauna heaters, stones, sensors, control panels and WiFi or app controls require correct installation, correct use and ongoing care. Stones may need to be checked, repositioned or replaced over time as part of normal maintenance. Heaters should be used only in line with the manufacturer’s instructions, including load capacity, ventilation requirements and operating cycles.
Cold plunge, hot tub and water systems
Cold plunges, hot tubs, chillers, filters, pumps and water systems require correct water care, filtration, cleaning, chemical balance where applicable, drainage and appropriate frost or weather precautions. Poor water care, blocked filters, incorrect chemical use or inadequate maintenance can affect performance, component lifespan and warranty cover.
Consumables and wear items
Some parts are consumable or wear items and may require periodic replacement as part of normal ownership. This may include sauna stones, lamps, seals, filters, cartridges, water-care products, batteries, heating elements or similar components, depending on the product.
Electrical exclusions
Where KeiCo does not complete second-fix electrical connection and commissioning, KeiCo’s workmanship warranty does not cover third-party electrical installation, circuit design, cable sizing, isolator, RCD/RCBO/MCB selection, earthing, control wiring, sensor wiring, WiFi/control setup, nuisance tripping, commissioning or faults caused by third-party electrical works.
Base, drainage and site conditions
Warranty cover may be affected by unsuitable bases, poor drainage, ground movement, standing water, unstable decking, inadequate ventilation, restricted access, third-party groundworks or site conditions outside KeiCo’s agreed scope. Ensuring the base and site are correctly prepared before installation is an important part of protecting your product long-term.
Warranty exclusions
Warranty cover may not apply in the following circumstances:
- Misuse, neglect or accidental damage
- Lack of maintenance or failure to follow care instructions
- Normal wear and tear
- Natural timber movement or cosmetic weathering
- Unsuitable base or foundation
- Poor drainage or standing water
- Storm, flood, frost, fire or extreme weather damage
- Unauthorised modifications or repairs
- Third-party installation or electrical works
- Incorrect electrical supply
- Commercial or high-frequency use environments where not specified at the time of order
- Failure to follow operating or maintenance instructions
- Consumables or wear items unless covered by manufacturer terms
Domestic and commercial use
Warranty terms may vary depending on whether the product is used domestically, commercially, in hospitality, rental, gym, spa, public or high-frequency environments. Commercial or non-domestic use should be disclosed before purchase so the correct specification, maintenance requirements and warranty position can be confirmed.
How to make a warranty claim
To raise a warranty query or claim, please email orders@thekeico.com with as much of the following information as possible:
- Order number
- Name and contact details
- Product or model
- Installation date, if applicable
- Description of the issue
- Photographs or videos
- Serial numbers where relevant
- Maintenance history where relevant
- Electrical certificates where relevant
- Installer or electrician findings where relevant
If your concern relates to delivery damage, missing items or a recent delivery issue, please also review our Returns & Cancellations guidance.
How KeiCo can help
KeiCo will review the information provided and advise on the most appropriate next step. Depending on the issue, this may include remote troubleshooting, manufacturer liaison, guidance on maintenance or adjustment, a service visit, parts assessment, or repair and replacement options where applicable.
Our aim is to help you get the most from your product and to resolve any genuine issues as efficiently as possible.
