After Sales & Support

Warranty & After-Sales Support

Buying a sauna, hot tub or cold plunge is a long-term investment. At Polaris Sauna, our support does not end when your product is delivered.

If you have a question or experience a problem, you contact us directly in Ireland. We will assess the issue, help with technical questions and coordinate replacement parts or manufacturer support where required.

Warranty Support for Private Customers

Products and individual components may include manufacturer warranty coverage, often for up to two years for private residential use. The exact coverage depends on the product, component and applicable manufacturer terms.

Polaris Sauna remains your direct point of contact throughout the process. You do not need to contact manufacturers abroad yourself.

Complimentary 1-Year On-Site Repair Service

Private residential customers also receive a complimentary one-year Polaris On-Site Repair Service within the mainland Republic of Ireland.

If a reported issue is accepted as a covered material or manufacturing defect and an on-site visit is reasonably necessary, we will arrange the inspection and repair without charging for reasonable travel or labour.

We will normally assess the issue first using photographs, videos or a telephone conversation. This often allows us to identify the quickest and most practical solution.

How Support Works

If you experience an issue:

1. Contact Polaris Sauna with your order details.
2. Send us a short description together with photographs or a video.
3. We assess the issue and explain the next step.
4. Where necessary, we organise replacement parts, technical support or an on-site repair.

Our aim is always to find a practical solution with as little inconvenience as possible.

What Is Not Covered

Warranty and complimentary on-site support apply to covered material and manufacturing defects.

Normal wear and tear, natural timber movement or weathering, cosmetic ageing and damage caused by incorrect installation by the customer, misuse, accidental damage or inadequate maintenance are not considered manufacturing defects.

Timber is a natural material, so minor cracks, colour changes, knots and seasonal movement can occur without affecting the safety or function of the product.

If an inspection shows that the issue is not a covered defect, any potential call-out or repair cost will always be explained before chargeable work is carried out.

Support Beyond the First Year

After the complimentary On-Site Repair Service has ended, we will continue to support you with eligible manufacturer warranty claims, replacement parts, technical guidance and repair planning.

Where on-site work is chargeable, the cost will be agreed with you in advance.

Commercial Use

Private residential warranty and on-site service offers do not apply to commercial, rental, hospitality, public or shared-use installations.

Commercial warranty and service coverage is specified separately in the individual quotation and order confirmation based on the product and intended use.

Your Statutory Rights

Manufacturer warranty coverage and the Polaris On-Site Repair Service are additional benefits and do not affect your statutory consumer rights.

Full warranty and service conditions are available in our Terms and Conditions.

Contact Us

If you need help after delivery, simply contact Polaris Sauna with your order details.

You deal directly with us in Ireland, and we will guide you through the next steps.

In summary

After delivery, you are not dealing with manufacturers in different countries.

You deal with Polaris Sauna.

We take care of the rest.