Warranty & Aftercare

Every product we sell carries the full warranty of the manufacturer who built it. What we add is that you never have to deal with that manufacturer yourself.

How a warranty claim works

If something goes wrong, you contact us — not the factory. We open the claim, provide the manufacturer with the evidence they require, and manage the process through to resolution. You should not have to negotiate with a workshop in another country in a language you may not speak.

Warranty terms vary by product and are stated on each product page. They typically cover manufacturing defects and structural failure, and typically exclude normal weathering, damage from incorrect installation, and wear to consumable parts.

Transit damage is different

Damage that occurs in transit is not a warranty matter and is handled on a much shorter timescale. Inspect the crate on arrival, photograph any damage before signing, and report it to us within 48 hours. See our delivery page for the full procedure.

Installation affects your cover

Manufacturers exclude liability for faults caused by installation that does not follow their instructions. If a product arrives with a visible defect, do not install it or attempt a repair before contacting us — starting work on a defective item can end the manufacturer's responsibility for it.

Care and maintenance

Thermo-treated timber requires no staining or sealing. The surface silvers naturally with UV exposure; this is the material behaving as intended, not a defect. Clean with a soft brush and water.

Stainless steel and powder-coated aluminium should be rinsed with fresh water periodically, particularly within a few kilometres of the coast, to remove salt deposits before they mark the finish.

Water systems — hot tubs, cold plunge units and outdoor showers — must be either kept in use or fully drained and dried before a hard frost. Water left standing in pipework and pumps over winter is the single most common cause of damage in this category, and it is not covered by any manufacturer warranty.

Making a claim

Email info@veldorahaven.com with your order number, photographs, and a description of the fault. We respond within one working day and will tell you what the manufacturer requires next.