Orca Leisure Warranty
With the purchase of one of our Orca Leisure range of hot tubs, we provide a one-year parts only warranty so that you can have the peace of mind that we’ll be there for you in the unlikely event your hot tub was to experience any issues. We can assure you that we not only offer the best service when purchasing a hot tub, but also will provide you with highly reliant support in the rare and unfortunate event that you may require afterwards.
1 Year PARTS ONLY
This warranty covers the goods Parts Only for 12 months from the date of delivery.
This warranty is valid for the original item, for the original purchaser, at the original delivery address only and is not
transferrable in any way shape or form to a subsequent purchaser. Should Orca Leisure, at any time, agree to exchange a
faulty item for a new item, the warranty on the replacement item shall run from the original delivery date and not from the
date at which the replacement item was installed. This applies to electrical equipment, pumps, control boxes etc as well as
entire units should they need exchanging.
Shell Surface Warranty – 1-Year.
The acrylic shell is warranted against water loss caused due to defects in the spa shell only, for one year from the original
date of purchase. This shell warranty does not cover any cosmetic damage or deterioration from chemical overuse or other
maltreatment of the spa shell.
Structure Warranty – 1-Year
Warrant the shell against water loss to the customer arising from structural failure for a period of 1 years.
Electrical Equipment Warranty – 1-Year.
Electrical components, specifically the pumps, heater and control system, are warranted against malfunctions due to
defects in workmanship or materials for one year from the original date of delivery.
In the unlikely event that a hot tub breaks down, simply phone our customer service team who will go through various
diagnostic checks. Once it has been established that there is indeed a fault that requires a replacement part then we can
arrange for the replacement part to be sent out to you. Parts shipped overseas will be subject to postage charges.
Warranties for other components.
The Spa Cover, Headrests, LED lamps, light lenses, fuses, cabinet finish and filter are warranted to be free from defects in
workmanship or materials at the time of delivery only. All other factory installed components, including, but not limited to,
LED light, fuses, speakers, skimmer, jets, air valves and other topside controllers are warranted against malfunction due to
defects in workmanship or materials for one year from date of delivery.
We can advise on the fitting of any spare parts. It is however recommended that a trained engineer is appointed to fit an
electrical or plumbing spare part.
N.B. UK Mainland only.
Should it be necessary for a Orca Leisure engineer to be required to fit any spare parts which have failed within the terms
of the warranty as set out above, a charge for mileage and labour will be made. We cannot accept any liability regarding
the installation of spare parts. We cannot offer a repair or parts fitting service on any tubs outside the UK Mainland. Your
statutory rights are not affected.
Please note that when requesting the return of rejected goods, the package and contents must in perfect condition. Any
returns requested based on purely cosmetic defects will be refused if the customer has signed our delivery paperwork
stating they are satisfied with the condition of the goods on delivery, or if the product returned is not in fully re-saleable
condition or the packaging has been removed or damaged. We request that you do not unpack or install the goods if you
plan to return them as this can damage the goods. We reserve the right to refuse a refund on the item, or deduct up to
30% of the original selling price from the refund amount. This does not affect your statutory rights.
PLEASE NOTE: Please call us to arrange collection of the returned goods. No goods will be accepted at the warehouse
without prior consent. You are responsible for the cost of returning the goods safely to our warehouse. We will refund your
money within 30 days of cancellation, less any delivery costs incurred. Returns outside this period will not be accepted.
Conditions of Warranty.
All warranties apply to the original customer, at the original address that the spa was installed. Your limited warranty does
not include the cost of shipping parts back to Orca Leisure Limited, or to an authorised repair agent for assessment. This
warranty does not include costs incurred by the use of non-authorised engineer. Customers must gain written consent
from Orca Leisure Limited before instructing any engineer not authorised by Orca Leisure. In all cases Orca Leisure Limited
has the sole responsibility for determining the cause and nature of a fault. Orca Leisure Limited determination is final. Orca
Leisure Limited reserve the right to provide a replacement spa of equivalent value if we deem it to be necessary. In such a
circumstance the customer shall be responsible for the cost of moving and installing the new spa into position.
The customer must report any discovered fault to Orca Leisure Limited within 10 days. An Orca Leisure representative will
then diagnose the fault over the telephone and may suggest a number of possible solutions for the customer to attempt. If
after these suggestions fail to resolve the fault, Orca Leisure will then send out an engineer. If an engineer is sent
out, payment of a call out/travel charge will be required from the customer. Payment of the callout/travel charge is
necessary before an engineer will be sent out. Call out fees are waived for any fault occurring in the first 30 days of delivery.
If the engineer determines that any fault is not covered under this warranty, the customer will be solely responsible for the
cost of any parts and the engineers onsite labour charge.
All warranties hereunder are void if the spa has been subject to chemical misuse or chemical imbalances, alterations or
modifications not authorised by Orca Leisure Limited, attempts to repair the spa not authorised by Orca Leisure Limited,
incorrect use of the spa including but not limited to running the spa dry or filling the spa up incorrectly, electrical
installation by a non qualified electrician, ice in the spa, incorrect winter preparation, or commercial use.
No part of the spa is warranted against chemical damage. This includes but is not limited to deposits of limescale on the
spa shell or on spa components. Correct chemical use is the sole responsibility of the customer.
Spa covers are not warranted against chemical burns.
The spa shell and components are not covered against any defects which may occur as a result of the customer not using
the cover while the spa is not in use.
This warranty does not cover damage arising from the use of unauthorised sanitisers such as Tri-Chlor, acids, calcium
hypochlorite, sodium hypochlorite, peroxides, any sanitizing chemical that may remain undissolved on the spa surface.
Damage to headrest pillows reported beyond the day of delivery will not be covered under warranty. Headrest pillows are
to be removed from the spa when not in use.
Orca Leisure will not be liable for loss of use of the spa, or any incidental expenses incurred as a result of the repair or
replacement of the spa. This includes but is not limited to permanent decking or surroundings, flooring, any other fixtures,
chemical loss, water loss or filter loss. Orca Leisure Limited will not be responsible for inadequate radio reception in
relation to the spas entertainment system. Orca Leisure Limited warranties are limited to the maximum amount of monies
received from the customer with respect to the sale of the spa.
All warranties apply from the date the original spa is delivered to the customer.
The full limited warranty is only valid if the customer returns the warranty registration form within 30 days of delivery.
Your warranty validation form must be returned with a copy of your Part P electrical installation certificate if applicable to your spa.
If you are having your hot tub delivered in advance of any electrical work being undertaken you must inform Orca Leisure of
When the electrical installation work has been undertaken and you have installed your hot tub, you must return the
validation certificate with a copy of the Part P installation certificate within 30 days of the issuing of the part P certificate to
validate this warranty.
All warranty claims must include a video which shows the hot tub serial number then panning, on the same video, to the
issue. This video can be sent to the Orca Leisure WhatsApp to email to an Orca Leisure Account Manager.