Warranty Policy

Warranty Policy for Monk Gen-One Smart Ice Bath

Warranty Period:
Monk offers a 12 months limited warranty from the date of purchase by the end user. The warranty covers defects in manufacturing and workmanship, and includes replacing parts shown to have defects in workmanship and covers defects or malfunctions that arise during normal use conditions. 

Component-Specific Warranties:

  • Shell superstructure: Covering water loss, cracks, or delamination due to defects in workmanship or materials.
  • Equipment and Controls: Covering malfunctions of pumps, heater, and control system.
  • Plumbing Components: Covering leaks due to defects in workmanship or materials.


Exclusions and Limitations:

  • Unauthorised self-repairs or repairs not carried out by a Monk electrician, normal wear and tear, damage due to misuse, accidents, aftermarket parts, power outages, restricted airflow, and neglect.
  • Warranty is void if the product is used commercially without prior approval, or altered, neglected, or misused.
  • The customer is responsible for regular maintenance of the product. Any problems or failures arising from failure to provide proper maintenance, including using harsh chemicals or cleaning agents, or housing Monk outside of its operating temperatures, will void this warranty. 
  • Repairs and replacements are only available within the UK & US. Monk is not responsible for products shipped overseas by customers. Coverage is limited to the UK & US.
  • Variations in colour, grain, and minor imperfections in the wood are not considered defects.

Operating Temperature Guidelines:
Our products are designed to operate efficiently within a temperature range of 0°C / 33.8°F to 40°C / 104°F, making them suitable for use in most climates during both winter and summer.

Please note that if the ambient temperature exceeds 40°C / 104°F, the cooling efficiency may decrease, leading to longer cooling times. We recommend using your product indoors if you reside in a region with high temperatures or humidity.

When the ambient temperature falls below 0°C / 32°F, the product should not be used, as the components may become compromised. For optimal performance and to avoid damage, we advise keeping the product indoors if temperatures drop to 0°C / 32°F or lower.

This information is crucial to maintaining your product's performance and ensuring coverage under our warranty.

Relocating your Monk Ice Bath:
The Monk ice bath must be moved by a professional removals team using specialist equipment such as a dolly, palette jack and lifting harnesses. The ice bath must remain horizontal during transport and should not be tipped or rolled. Improper handling will void the warranty and may cause significant damage.

Monk is not liable for injuries, property damage, or any damages to the ice bath, including scratches, dents, or internal issues resulting from unauthorised movement of the ice bath.


Remedies:
Monk will repair or replace defective products. If not feasible, Monk may reimburse the purchase price upon return of the product.

In the event of a defect covered by this warranty, Monk will, at its discretion, repair or replace the defective product or part. If a dispute arises regarding compliance with the warranties, it can be referred to an independent expert chosen by the parties or appointed by the President of the Law Society if the parties fail to agree.

Procedure for Claims:
Raise a support ticket on our website or email support@discovermonk.com with proof of purchase and defect description.

To make a warranty claim, customers should raise a support ticket on our help desk, including their order number from the original confirmation email, the name of the purchaser, date of purchase, and include as much information about the issue as possible. Alternatively, they can email support@discovermonk.com.

Most issues can be solved over the phone with a Monk engineer. Monk reserves the right to determine whether a covered part or item should be replaced or repaired. If an on-site repair covered under this Limited Warranty is necessary, the cost of part(s) are covered by Monk. However, if an on-site repair is not possible, Monk may, at its discretion, either provide a replacement unit, or have the product shipped to or from the in-house facility for repairs. Any repaired or replaced product will be warrantied for the remainder of the original applicable Limited Warranty period.

Customer Responsibilities:
Customers must follow the maintenance and care instructions provided in the user manual, accessible through our website and via the Help Desk QR code or link provided with the product, to keep the warranty valid. Customers are encouraged to report any defects within 30 days of discovering the defect to ensure timely processing of the warranty claim, and ensure issues do not escalate further.

Additional Terms:
Governing Law: UK laws.
Amendments: Policy changes communicated via our website.

Post-Warranty Support:
We’re here to keep you happy and plunging outside of your warranty, with continued support for issues after the warranty period. We can assist with repairs, but any associated costs will be borne by the customer.

Company Information:
Monk Global Limited, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ
Date of Policy: 01.01.2024