Warranty & Aftercare

At Andes Pacific Pty Ltd, product quality, safe operation and long-term ownership experience are central to the way each product is specified, supplied and supported. This page sets out the warranty coverage and aftercare expectations for Andes hot tubs and related accessories, and is intended to sit alongside the full Terms and Conditions of Sale and any product-specific owner’s manual.

Warranty notice

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Any warranty offered by Andes Pacific Pty Ltd is provided in addition to, and does not replace, any rights or remedies available under the Australian Consumer Law.

1. Who gives this warranty

This warranty is given by Andes Pacific Pty Ltd ACN 696 296 081.

Customer service and warranty claims:

  • Email: contact@andeshottubs.com.au

2. Coverage period

Unless a different period is stated in writing on your invoice, product page, quotation, owner’s manual or product-specific warranty schedule, the following express warranty periods apply from the date of delivery to the original purchaser for residential use in Australia:

2.1 Stainless steel structural components

  • The stainless steel inner shell, liner or barrel of Andes stainless steel hot tubs is covered by a 50-year structural warranty against structural failure caused by defective materials or faulty workmanship, where that failure results in loss of water-holding integrity or structural unsuitability for normal intended use.

2.2 Timber cladding and timber structural elements

  • Cedar or other timber cladding and timber structural elements are covered by a 2-year structural workmanship warranty against structural failure caused by defective materials or faulty workmanship.
  • Natural ageing, weathering, fading, movement, checking, splitting, cracking, grain variation, resin bleed, colour change and texture variation are natural characteristics of timber and are not defects.

2.3 Components and parts

  • Pumps, heaters, filters, controllers, lighting, plumbing assemblies, burner assemblies, stainless bands, flues, fittings, insulation systems, steps, seats, fences, covers supplied with the product, and other standard components supplied by Andes are covered by a 2-year manufacturer-backed parts warranty against failure caused by defective materials or faulty workmanship, subject to the exclusions below.

2.4 Accessories and furniture

  • Optional accessories, handrails, towel rails, external steps, cover lifters, freestanding furniture and similar non-core add-ons are covered by a 1-year warranty against failure caused by defective materials or faulty workmanship, unless a different period is stated in writing.

2.5 Labour

  • For valid express warranty claims accepted within the first 12 months from delivery, Andes will generally cover reasonable labour for repair work authorised by Andes.
  • After 12 months, the express warranty is ordinarily limited to the supply of replacement parts or components only, unless Andes states otherwise in writing or the Australian Consumer Law requires a broader remedy in the circumstances.

3. Residential use only unless agreed otherwise

Unless expressly stated otherwise in writing, this warranty applies to personal residential use only. Commercial, short-term rental, hospitality, event, wellness studio, display, or other high-usage commercial applications are excluded from this standard warranty and require a separate written commercial warranty.

4. Geographic scope

This warranty applies only to products supplied by Andes Pacific Pty Ltd for use in Australia.

Andes does not warrant freight damage, electrical compliance, certification suitability, serviceability, replacement part availability, regulatory compliance or product performance for products exported, resold, relocated, installed or operated outside the approved market of sale, unless Andes has expressly confirmed coverage in writing before purchase.

Electrical components supplied by Andes are intended only for the voltage, standards and certified use environment for which they were sold. Use outside the approved country, supply standard, or certified installation environment is at the customer’s sole risk.

5. Conditions of warranty

This express warranty applies only if:

  • the product has been installed, commissioned, operated, maintained and stored in accordance with Andes instructions, the product manual and good industry practice;
  • all electrical work has been completed by a properly licensed electrician and protected by an appropriately rated RCD or other legally required protection device where applicable;
  • all plumbing and site works have been completed competently and lawfully;
  • the product has not been misused, abused, overheated, run dry, over-fired, frozen, chemically damaged, modified or repaired by an unauthorised person;
  • water chemistry has been maintained within recommended parameters where relevant;
  • the product has not been damaged by transport, relocation, impact, neglect, vermin, pests, corrosion from external contaminants, storm, flood, fire, lightning or other external causes;
  • the customer has followed all safety, drain-down, storage and aftercare instructions; and
  • proof of purchase and product identification details can be provided.

6. What is not covered

This warranty does not cover:

  • freight damage, transit damage, or damage not notified within the required delivery-claim period;
  • cosmetic blemishes, minor dents, scratches, packaging marks or superficial imperfections that do not materially affect normal use;
  • timber weathering, greying, colour variation, shrinking, swelling, checking, warping, splitting, cracking, tannin bleed or other natural timber movement;
  • surface rust, tea staining, discolouration, oxidation or cosmetic changes that can occur over time in stainless steel products, especially in coastal, corrosive or harsh environments;
  • deterioration caused by failure to oil, seal, ventilate, drain, cover or store the product appropriately;
  • overheating, running a heater or burner without adequate water, over-firing, or using incorrect fuel, fuel loading or ignition method;
  • damage caused by poor water chemistry, over-chlorination, bromine misuse, salt misuse, scale, biofilm, corrosion, mineral staining or unsuitable cleaning chemicals;
  • damage caused by improper installation, inadequate foundations, site movement, non-compliant electrical work, non-compliant plumbing, inadequate drainage, or unsuitable positioning;
  • damage resulting from subsequent relocation or transport of an assembled product;
  • commercial use, rental use, or any use beyond normal residential domestic use unless covered by a separate written commercial warranty;
  • consumables including filters, sacrificial anodes, seals, gaskets, batteries, globes, water-treatment consumables and similar wear items unless defective on delivery;
  • ordinary wear and tear, abuse, neglect, accidental damage, storm damage, flood, fire, pests, vermin or force majeure events; and
  • costs relating to building works, landscaping, cranage, lift equipment, removal, reinstallation, decking removal, fencing, council approvals, access works, electrician attendance, plumbing attendance or accommodation.

7. Customer responsibilities

To protect the product and preserve warranty eligibility, the customer should:

  • inspect the product immediately on delivery and notify Andes promptly of any freight damage or shortage;
  • follow the owner’s manual and all safety instructions;
  • maintain correct water chemistry and servicing intervals;
  • oil cedar or other timber finishes at least once a year, and more often in dry, high-UV, coastal or harsh environments;
  • keep the product drained, ventilated and dry when not in use, where required by the product design and manual;
  • use an appropriate weather cover where recommended;
  • ensure children are supervised and all pool or spa barrier laws are complied with; and
  • retain records of maintenance, servicing, water testing and any fault events.

8. Local regulations and site compliance

The customer is solely responsible for ensuring compliance with all local laws, regulations, approvals and safety requirements relating to the installation and use of the product, including pool and spa barrier requirements, electrical rules, plumbing rules, fire safety, structural loading, drainage, development approval and local council requirements.

Any information given by Andes about site suitability, fencing, building approvals, electrical setup or local regulation is general in nature only and must be independently verified by the customer with qualified trades and relevant authorities before reliance.

Andes is not responsible for the cost of building alterations, slab works, structural works, access modifications, delivery retries, removal, reinstallation, labour, or replacement-related site works resulting from local compliance issues or site-specific constraints.

9. How to make a warranty claim

To make a warranty claim, the customer must:

  1. Stop using the product if continued use may cause further damage or create a safety risk.
  2. Notify Andes in writing as soon as possible after becoming aware of the issue and, for express warranty purposes, within 7 days of first noticing the defect.
  3. Provide the proof of purchase, serial number, delivery date, photographs and videos of the issue, a clear description of the defect, and any maintenance or water chemistry records reasonably requested.
  4. Give Andes or its authorised service provider reasonable access to inspect, test, diagnose and, where applicable, repair the product.
  5. Follow any reasonable troubleshooting steps requested by Andes before a site visit or parts dispatch is arranged.

Claims should be sent to:

  • Email: contact@andeshottubs.com.au

10. Claim assessment and remedies

If a valid claim is accepted under this express warranty, Andes may, subject to the Australian Consumer Law:

  • repair the product;
  • replace the defective component;
  • supply replacement parts;
  • resupply equivalent goods; or
  • refund the price paid for the affected component or product, where repair or replacement is not reasonably available.

The remedy chosen by Andes under the express warranty does not limit any remedy the customer may be entitled to under the Australian Consumer Law where that law gives the customer a right to choose or seek a different outcome for a major failure.

11. Costs of making a claim

The customer is responsible for the reasonable cost of transporting goods to and from an Andes service point or authorised repairer for assessment, and any site-access costs, unless the Australian Consumer Law requires Andes to bear those costs or Andes agrees otherwise in writing.​​

If Andes confirms a valid major-fault consumer law claim, Andes will comply with its obligations under the Australian Consumer Law, including in relation to any reasonable transportation or reimbursement obligations that apply in the circumstances.

12. Delivery damage and immediate reporting

Any visible freight damage, packaging damage, shortage or incorrect item must be noted on the delivery receipt and reported to Andes immediately.

Any concealed freight damage or internal transit damage must be notified to Andes and the freight carrier within 24 hours of delivery, together with photographs and supporting details. Claims made outside that period may be prejudiced because freight carriers often reject late transit claims.

13. Product-specific care notes

Timber products

Timber is a living natural material. Variations in colour, grain, texture and movement are part of the character of the product. Regular oiling, ventilation, shade management and moisture control will materially improve longevity and appearance.

Stainless steel products

Small blemishes, tea staining or superficial surface rust can occur over time, particularly in coastal or corrosive environments. These issues are generally maintenance matters rather than structural failures and should be addressed in accordance with the Andes care and maintenance guide.

Burners, heaters and temperature safety

Never operate a wood-fired heater or burner without adequate water in the tub. Always confirm that water temperature is safe before bathing, and supervise users carefully. Damage caused by overheating, over-firing, dry firing or misuse is excluded from warranty coverage.

Electrical products

Electrical components must be installed to applicable Australian standards and protected by the required circuit protection devices. Damage caused by non-compliant installation, power quality issues, water ingress from poor installation, or use outside the certified environment is excluded.

14. Transfers and resale

This warranty is provided only to the original purchaser and is not transferable unless Andes expressly agrees otherwise in writing.

15. Entire warranty page

This page is a summary of Andes’ standard residential warranty and aftercare position. It should be read together with the Andes Terms and Conditions of Sale, the owner’s manual, any product-specific warranty schedule and any quotation or invoice issued for the relevant order.

Where there is any inconsistency, the Australian Consumer Law prevails to the extent required by law.