warranty-claim
Make a warranty claim.
How the process works from first email to resolution and how to make it fast.
Something not working as it should? Here's the whole process, start to finish. The more detail you give us up front, the faster this goes.
- Your order number
- Clear photos or a short video showing the issue
- For the chiller and All-In-One: the serial number from the unit label
- When it started, and anything you've already tried
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Email us and describe the fault
Send it all to info@enhancedhuman.com.au. We reply within 48 business hours with the first round of troubleshooting steps.
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Work through troubleshooting with us
Troubleshooting comes before any claim can progress not as a hurdle, but because it makes sure we fix the actual problem rather than shipping parts and hoping. Depending on the fault it may take a round or two. Respond promptly and we'll match your pace.
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Claim assessment
If troubleshooting resolves it, we confirm and close the case. If not, we assess the fault against your warranty cover and give you a written outcome either way.
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Resolution
Approved claims are resolved by replacement parts, unit replacement, repair, or refund whichever fits the fault. Warranty freight within Australia is on us.
What troubleshooting looks like
| Product | Typical checks |
|---|---|
| Ice Drop Chiller | Probe placement and water depth, power supply and socket, ambient conditions, target-temperature settings, any error behaviour on the controller |
| Kiuas Dry Sauna | Heater connection and socket (direct to wall, no extension leads), preheat time, cabin zipped fully, temperature control settings |
| All-In-One Ice Bath | Filter bucket condition and flow, water level, error codes, ozone/filtration cycle, power supply |
| Steel & Red Pine baths | Chiller settings and flow, drain valve seated, water level, controller behaviour |
| Hemlock Sauna | Dedicated circuit and breaker, stove vs infrared mode, panel connections, controller reset |
Realistic timelines
Warranty resolutions aren't instant parts and units move by freight. From claim approval:
| Resolution | Typical time |
|---|---|
| Replacement parts (in stock) | 5–10 business days |
| Portable unit replacement | 7–14 business days |
| Premium unit repair or replacement | 2–6 weeks, depending on stock and freight we'll give you a specific estimate with the claim outcome, and offer parts or repair first where that's faster |
These are estimates from claim approval. Complex faults or parts availability can extend them if that happens, we tell you rather than go quiet.
If your claim isn't approved
If the fault falls outside cover wear and tear, misuse, freeze damage, unauthorised modification we'll explain exactly why, and you still have options: a repair quote at cost, or the right spare part to buy. We won't leave you without a path forward.
Tell us and we'll review it. And your rights under the Australian Consumer Law apply regardless of our warranty assessment for a major failure you're entitled to a replacement or refund under law. If we can't resolve it, Consumer and Business Services SA and the ACCC are the appropriate bodies.