Monk Cocoon Warranty Policy (UK & EU)

1.0 Warranty Period

Monk offers a 24-month limited warranty from the date of delivery to the original end user.

This warranty covers defects in materials and workmanship under normal residential use.

Coverage includes repair or replacement of defective components, or replacement of the unit if a repair is not feasible.

2.0 Component-Specific Warranties

• Tub structure: defects in hard shell, valves, or materials causing air or water leaks under normal use.
• Fittings and connectors: defects in components provided by Monk that prevent proper use or connection.

3.0 Exclusions and Limitations

This warranty does not cover:

• Normal wear and tear, surface marks, or minor aesthetic changes from use.
• Damage caused by sharp objects, pets, or environmental exposure (e.g. sunlight, freezing).
• Damage or discolouration caused by the use of harsh chemicals
• Use of third-party chillers or accessories that are not Monk-approved.
• Commercial, rental, or group use without prior written approval (voids this warranty)
• Operation contrary to Monk’s care, setup, and maintenance instructions.
• Self-repair, modification, or unauthorised servicing.

4.0 Operating & Safety Guidelines

To ensure continued warranty coverage, you must use and maintain your Monk Cocoon strictly in accordance with the Safety & Operating Instructions provided in the Monk Cocoon User Manual, available in your user manual.

Failure to follow these guidelines - including cleaning, water care, and storage - may void your warranty.

5.0 Service Process

5.1 Remote Troubleshooting

All warranty claims begin with remote troubleshooting. You may be asked to provide photo or video evidence to support diagnosis. Failure to provide this may delay or invalidate a claim.

5.2 Courier Replacement

• If a covered defect is confirmed, Monk will arrange a courier replacement or component shipment.
• Replacements may include refurbished units that have been inspected, sanitised, and tested to “as new” standards.

5.3 EU Customers

Monk Cocoon products shipped to the EU are sold on a Delivery Duty Unpaid (DDU) basis.

If import duties or VAT are charged on warranty replacements, Monk will reimburse these costs once valid proof of payment (e.g. courier/customs receipt) is provided. Monk will not reimburse duties on return shipments unless pre-agreed.

6.0 Remedies and Warranty Continuation

• If a defect covered under this warranty is confirmed, Monk will repair or replace the product at its discretion.
• Any repaired or replaced product remains covered for the remainder of the original 24-month period; the warranty period does not reset or extend.

7.0 Procedure for Claims

1. Contact support@discovermonk.com or raise a ticket at discovermonk.com.
2. Include your order number, delivery date, issue description, and supporting photos or video.
3. Monk will assess eligibility and confirm next steps.

8.0 Customer Responsibilities

• Use, and store the Cocoon as per official guidance.
• Avoid prolonged exposure to direct sunlight.
• Avoid exposure to freezing temperatures.
• Keep the tub clean and free of debris.
• Report any issues promptly to prevent further damage.

Failure to comply with these responsibilities may void warranty coverage.

9.0 Post-Warranty Support

Monk provides paid replacement and repair support beyond the warranty period, subject to parts availability.

Additional Terms

Governing Law: England & Wales.

Service Region: UK & EU.

Statutory Rights: This Limited Warranty is in addition to your rights under the Consumer Rights Act 2015 (UK) and Directive (EU) 2019/771 (EU).