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, 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. Monk is not responsible for products shipped overseas by customers. Coverage is limited to the UK.
  • Variations in colour, grain, and minor imperfections in the wood are not considered defects.

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 printed material delivered 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