The Ultimate 10 Year Warranty


Your Comprehensive Crystec Warranty Covers

Diamond Cast Shell Structural Warranty

Crystec Spas warrant that the Diamond Cast Spa shell structure will not leak due to defects in workmanship and materials for a period of ten (10) years from the date of purchase.

Diamond Cast Shell Surface Warranty

Crystec Spas warrant that the exterior Diamond Cast acrylic surface finish will be free from blistering and cracking due to a defect in material or workmanship for a period of ten (10) years from the date of purchase.

Duratec Cabinet Warranty

Crystec Spas warrant the Duratec cabinet material to be free from defects in material and workmanship for a period of ten (10) years from date of purchase. This includes cracking, peeling and de-lamination but excludes fading and weathering of the Duratec cabinet which can naturally occur over time.

Plumbing Warranty

Crystec Spas warrant that the plumbing components will be free from defects in workmanship and materials for a period of ten (10) years from the date of purchase. This includes leaks from all internal and external fittings and bonded parts.

Electrical Component Warranty

Crystec Spas warrant that the factory-installed electrical components (pumps, the heater, the air blower and the electrical control systems) will be free from defects in workmanship and materials for a period of ten (10) years from the date of purchase. This excludes UV-C bulbs & Ozonator, which are recommended to be changed once annually.

LumiTec LED Light & Audiotec Music System Warranty

Crystec Spas warrant that all lights within the Spa and the Audiotec music systems including speakers will be free from defect in workmanship and materials for a period of ten (10) years from the date of purchase.

Non-Electrical & Non-Plumbing Components Warranty

Crystec Spas warrant that the components not covered within the plumbing and electrical terms above (including internal head rests, steps and the Spa lid) will be free from defects in workmanship and materials for a period of ten (10) years from the date of purchase. This excludes fading due to chemical use and weathering which can occur naturally over time.

 

 

Conditions

All warranties are subject to an annual service carried out by a Crystec Authorised Service Engineer. Any Hot Tub that does not have an annual service within 30 days from each annual anniversary of purchase, will no longer be supported by the manufacturer’s warranty. Any movement of the spa from its original position or change of ownership from the original purchaser must be authorised/carried out by a Crystec Spas authorised engineer.

All warranties apply to the original customer from the date of original installation, at the original address that the Spa was installed. The warranty does not include engineer mileage or labour costs if no fault is found. The warranty does not include costs incurred using an unauthorised engineer. Customers must gain written consent from Crystec Spas before instructing any engineer not authorised by Crystec Spas. In all cases Crystec Spas has the sole responsibility for determining the cause and nature of a fault and Crystec Spas’ determination is final. Crystec Spas reserve the right to provide a replacement Spa of equivalent value if we deem it to be necessary.

All warranties apply from the date the Spa is delivered to the customer, which must be supported with evidence of the signed delivery by and authorised Crystec engineer.

This warranty shall be void if the failure or defect was attributable to any extrinsic cause, accidental damage, improper use, modification, adaptation, neglect, wear and tear, improper installation and improper connection with any peripheral, external electrical fault.

 

Exclusions

The customer must report any damage to the Spa at the time of delivery.

The customer must report any subsequent discovered fault to Crystec Spas within 28 days from delivery.

A Crystec Spas representative will then diagnose the fault over the telephone and may suggest several possible solutions for the customer to attempt. If these suggestions fail to resolve the fault, Crystec Spas will send out an engineer in accordance with the service levels indicated below.

If an engineer visit is required, a call out charge of 95 Euros will be payable in advance. A full refund shall be processed within 48 hours if a warranty fault is confirmed by a Crystec Spas Engineer.

We are unable to guarantee that any issues can be resolved on the initial visit and if a return visit is required out of warranty a quote will be provided.

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 engineer’s onsite labour charge. Charges will be applied at €95 for the first hour, then €50 per hour thereafter.

 

Chemical Conditions

Due to variations in the standard of chemicals available in the marketplace and the fact that we are unable to determine the quality of non-Crystec products, it is a condition of all our warranties that only Crystec Spas products should be used in your Spa. This condition serves to protect the safety of the Spa as well as its users. The use of unauthorised chemicals in your Spa will result in your warranty being void. Headrests, Covers, Speakers and any other components shall not be covered by warranty in the event of chemical misuse or overusing chemicals. This condition includes but is not limited to chemicals, fragrances and cleaning products.

 

Service Levels

Support Hours: Monday-Friday 09:00-17:00

P1 - Spa is unusable with no immediate workaround available
RESOLUTION SLA*1
SLAs for Faults & Issues
(Time to Contact & Restore)
14 Business Days

P2 - Spa degraded on an intermittent basis or noncritical fault component
RESOLUTION SLA*1
SLAs for Faults & Issues
(Time to Contact & Restore)
24 Business Days

*1 Please note that a time and date will be provided in line with the above timescales and you must ensure that a responsible adult over 18 is in attendance for the duration of our engineers visit and able to sign off any completed works. From time to time we may need to amend your appointment date and/or time due to business needs and in this situation, we will provide you with at least one days’ notice for matters that are within our control.

 

 

Exclusions

All warranties hereunder are void if the Spa has been subject to chemical imbalances, alterations, or modifications not authorised by Crystec Spas. To comply with the terms and conditions of your warranty, no chemicals and/or other products should be added to your bathing water unless supplied by Crystec Spas for that set purpose. Attempts to repair the Spa not authorised by Crystec Spas, incorrect use of the Spa including but not limited to running the Spa dry or filling the Spa incorrectly, electrical installation by a non-qualified electrician, ice in the Spa, incorrect winter preparation, or commercial use will render the warranty void. No part of the Spa is warranted against chemical damage. This includes but is not limited to deposits of lime scale on the Spa shell or any of its components. Correct chemical use is the sole responsibility of the customer.
The Spa shell and components are not covered against any defects which may occur because of the customer not using the cover while the Spa is not in use. The Spa shell and components are not covered against any defects which may occur because of the customer not maintaining the operation of the tub unless a formal shut down has been completed (for example turning the tub off and leaving it for a prolonged period of time while full).
The warranty does not cover damage arising from the use of unauthorised sanitisers such as tri-chlor, acids, calcium hypochlorite, sodium hypochlorite, peroxides or any sanitizing chemical that may remain undissolved on the Spa surface. Damage to covers or pillows reported beyond the day of delivery will not be covered under warranty.
Examples of non-warranty requests include but are not limited to: Headrests, lids and peripherals fading or becoming damaged from the use of chemicals, Control Panel Errors (Correctable within the user settings), Components such as jets that require screwing in, low water and poor water quality, poor maintenance of filters and chemical management.

 

Disclaimer

Crystec Spas will not be liable for loss of use of the Spa, or any incidental expenses incurred because of the installation, 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. Crystec Spas will not be responsible for inadequate radio reception in relation to the Spas entertainment system.

 

Exclusion of Third-Party Rights

This plan is only for your benefit. No rights or benefits will be given to any other third party under the plan, unless agreed in writing by Crystec Spas Ltd.

 

 

Chemical Guidance

Understanding Chemicals

Chlorine
Eliminates bacteria and potentially harmful organisms which is essential when dealing with large volumes of warm water. Ensuring that chlorine levels are adequate within your Hot Tub requires a daily check (using test strips) and helps to keep the PH at a satisfactory level. It is a very simple task and takes just 2 minutes. Chlorine is available in granule and tablet form for use with a tablet dispenser.

Bromine
Similar to Chlorine and effective over a wider range of PH levels. Bromine is slightly more stable at higher temperatures with a more subtle odour. Also available in tablet form for use with a tablet dispenser.

Antifoam
This is used to destroy unsightly foam (caused by detergents in your clothes or cosmetics etc) that may form on the surface of your water. It is a quick and safe way to break down the foam, simply add the stated dose to your water while pumps are running.

Non-Chlorine Shock
The ultimate product for water oxidation. It destroys bathers waste but also totally clarifies your water so that your Spa not only looks great but feels great too. Essential after heavy usage in your Spa.

pH Plus
pH is a measure of how acidic or alkaline your bathing water is. The ideal range for skin and your Spa is between 7.2 and 7.6. If your pH drops below 7.2, pH Plus will increase the level back to the desired range.

pH Minus
Likewise, pH Minus will decrease the level of your waters pH. In hard water areas where calcium deposits can build up, this product is very effective.

Filter Cleaner
Rapidly removes grease and oil from your filter cartridge. Regularly cleaning your filter will help you Spa to function better and ensure the clarity of your water is sparkly. Rinse filter with a hosepipe to remove any larger particles of debris then put the filters in a bucket of water with the filter cleaner overnight. The following day, thoroughly clean with a hosepipe and allow the filters to dry naturally ready for the next use.

Surface Cleaner
Specially formulated for use in Spas, not only is Surface cleaner effective, but it can also be used on all internal Spa surfaces without upsetting the pH level. Great for removing those unsightly water/scum lines.

Hot Tub Flush
Removes the build-up of soaps and oils and scum that may sit and linger in your Hot Tubs plumbing. Hot Tub Flush is used prior to draining the spa and gives a deep and thorough clean every time.

Spa Fragrances
Administered through a convenient inbuilt aromatherapy cartridge and dispersed directly into the bathing water. A variety of scents are available. Aromatherapy has proven therapeutic benefits and can improve your overall mood.

All chemicals should be used in accordance with the instructions which are clearly detailed on the label of each unit.

 

 

Maintenance Routine

Daily
Test the Chlorine or Bromine levels using our 4-Way Test Strips to ensure that your Spa is adequately sanitised and dose your Spa according to the instructions on your Crystec purchased packaging.
Test Spa pH levels to ensure they fall between 7.2 and 7.6. If not within these parameters a simple dose of pH Plus or pH Minus should resolve the issue. Again, use according to instructions.
If the water is foaming, use Anti-Foam as per the instructions for immediate effect.

Weekly
‘Shock’ the Spa with a suitable oxidising agent such as Non chlorine shock (Oxygen Shock) or Spa Granular Shock (Calcium Hypochlorite) this is a fast-acting formula for rapid water recovery.

Fortnightly
Rotate your filters every second week depending on usage. The filter is the work horse of your Spa and if put under too much pressure, the clarity of your water will suffer. Having replacement filters that you can rotate means that you can maintain the highest water clarity and avoid down time during the cleaning process. Allowing the filters to dry completely before replacing them ensures a cleaner and safer bathing environment whilst strengthening the paper fibers and prolonging the life of the filter.

Monthly
If you live in an area with hard water (high Calcium) adding de-scaler or pH Minus to your Spa will reduce calcium build up and prolong the life of your Spa.

Periodically
System Flush - use Hot Tub Flush to give yours Spa’s plumbing system a really thorough clean. Introduce the recommended amount the night before you drain the Spa and after a short cycle of the pumps, allow it to settle. Drain your Spa the following day and rest easy knowing that all of the internal plumbing has been deeply and thoroughly cleansed.

This process is highly recommended, and essential for prolonging the lifetime of your Spa.