Every Capsule Whales home comes with a 3-Year Limited Warranty. Our aim is to provide clear protection, a straightforward claims process and direct support throughout the warranty period.
1. WARRANTY COVERAGE
The Capsule Whales 3-Year Limited Warranty begins on the handover date stated in your documentation.
The warranty covers specified defects in materials, manufacture and workmanship affecting covered parts of the capsule.
Subject to the full Warranty Terms & Conditions, coverage includes:
• Primary structural frame and structural connections
• Capsule shell and fixed construction
• Factory-installed electrical wiring and distribution
• Factory-installed plumbing and pipework
• Factory-installed doors and windows
• Internal wall and ceiling construction
• Fixed interior components
• Specified sealing and weatherproofing
• Manufacturing and factory assembly workmanship
Appliances and Third-Party Equipment
Branded appliances, air-conditioning systems, electronic equipment, smart-home devices and other third-party products are covered by their respective manufacturer warranties.
Warranty periods and conditions vary by product and manufacturer.
Where appropriate, Capsule Whales will assist with identifying the relevant manufacturer warranty and product information.
2. WARRANTY EXCLUSIONS
The Capsule Whales warranty is designed to cover specified manufacturing, material and workmanship defects.
The warranty does not cover:
• Normal wear and tear
• Routine maintenance
• Cosmetic deterioration associated with normal use or ageing
• Accidental or deliberate damage
• Misuse, neglect or improper operation
• Failure to follow supplied operating or maintenance instructions
• Damage caused by unauthorised structural alterations or modifications
• Damage caused by drilling, cutting or modifying covered parts of the capsule
• Damage caused by incorrectly performed third-party repairs or installations
• Customer-caused electrical overloads or inappropriate electrical connections
• Damage caused by unsuitable foundations or site preparation outside Capsule Whales' responsibility
• Ground movement or instability outside the capsule itself
• Damage caused by inappropriate lifting, moving or relocation after handover
• Fire, flooding, theft, vandalism, impact or other external events
• Environmental conditions exceeding the stated design specifications
• Damage resulting from failure to carry out required maintenance
An alteration or third-party repair does not automatically cancel the entire warranty. Coverage might be affected where such work caused or contributed to the reported defect.
The warranty does not replace buildings, contents or other appropriate property insurance.
3. FILING A WARRANTY CLAIM
If you identify a problem which you believe falls within your warranty, please report the issue as soon as reasonably possible after becoming aware of it.
Warranty Support
Email: hello@capsulewhales.com
Telephone: +44 20 4064 1480
You are welcome to contact our team by telephone for initial assistance. All formal warranty claims and supporting evidence must then be submitted by email to:
Please provide:
• Your full name and contact details
• Order or contract number
• Capsule model and serial number, where available
• Handover date
• A clear description of the issue
• Date the issue was first identified
• Clear photographs or video showing the affected area
• Any other relevant information requested by our support or technical team
Once received, Capsule Whales will review the information and advise you of the next steps.
4. REPAIR PROCESS
Our first step is normally a remote technical assessment.
Our team will review the information, photographs and videos supplied. We might request additional information or reasonable checks to help establish the cause.
Where further assessment is required, Capsule Whales will arrange a technical inspection or site visit.
Where a claim is accepted under the warranty, Capsule Whales will determine the appropriate corrective action based on the nature and extent of the defect.
Corrective work might include:
• Adjustment
• Rectification
• Resealing
• Refinishing
• Repair
• Reinforcement
• Repair or replacement of the affected component
• On-site work by an authorised technician
Our objective is to correct the covered defect and restore the affected part to an appropriate working condition.
The warranty does not provide an automatic entitlement to replacement of the complete capsule.
Accepted warranty repairs are carried out without charge to the customer, subject to the Warranty Terms & Conditions.
5. REPLACEMENT PARTS GUIDE
Individual components sometimes require repair or replacement during normal ownership.
Examples include:
• Electrical switches and sockets
• Internal lighting components
• Handles, hinges and locks
• Door and window hardware
• Cabinet and furniture hardware
• Taps, valves and shower components
• Seals and other serviceable components
• Filters, pumps and water-system components
Where a component forms part of an accepted warranty claim, Capsule Whales will determine whether repair or component replacement is appropriate.
Approved compatible parts should be used where required to preserve safety, performance and applicable warranty coverage.
Structural elements must not be removed, cut or modified without prior written approval from Capsule Whales.
Capsule Whales will provide guidance on appropriate replacement parts where required.
6. CAPSULE MAINTENANCE RESPONSIBILITIES
Proper maintenance supports the performance, safety and lifespan of your capsule.
Customers are responsible for:
• Following supplied operating and maintenance instructions
• Maintaining suitable foundations and site conditions where these fall outside Capsule
Whales' scope of works
• Protecting plumbing and water systems against freezing where required
• Cleaning ventilation systems and filters at recommended intervals
• Keeping external drainage clear
• Maintaining serviceable seals and finishes where routine maintenance is required
• Reporting significant defects promptly
• Avoiding unauthorised structural modifications
• Providing reasonable access for inspection and warranty work
Failure to carry out required maintenance might affect warranty coverage where the failure caused or materially contributed to the reported issue.
7. TRANSPORT DAMAGE PROCEDURE
Transport damage is handled separately from defects arising during the 3-year warranty period.
Customers should inspect the capsule carefully at delivery and handover.
Any visible damage should be:
• Photographed clearly
• Recorded on the available delivery documentation
• Reported to Capsule Whales as soon as possible
• Supported by photographs or video showing the affected area
Where transport is arranged by Capsule Whales, we will review reported transport damage and coordinate the appropriate next steps under the applicable delivery, transport and insurance arrangements.
Transport damage reports should be sent to:
Telephone support is available on:
+44 20 4064 1480
Damage identified after delivery will be assessed according to the circumstances and available evidence.
8. RETURNS POLICY
Capsule Whales homes are manufactured to individual customer specifications.
Cancellation and return rights therefore depend on the stage of the order, the customer's sales agreement, the nature of the product and applicable UK law.
Once production has commenced, cancellation or changes might result in costs relating to work already completed, materials ordered, manufacturing commitments and other reasonable losses.
Capsule Whales does not accept the return of a bespoke capsule solely because a customer changes their mind after manufacture, except where a cancellation right or other remedy applies under applicable law or the customer's agreement.
Applicable deposit, cancellation and refund conditions are set out in the customer's sales agreement.
Nothing in this policy limits applicable statutory consumer rights.
9. SERVICE VISIT PROCEDURE
Where an on-site inspection or repair is required, Capsule Whales will coordinate the appropriate service visit.
The process is:
1. Submit the issue to hello@capsulewhales.com with photographs, video and the relevant capsule information.
2. Capsule Whales reviews the information and determines whether further technical assessment is required.
3. Where an on-site visit is required, our team will contact you to arrange an appropriate date.
4. The customer must provide safe and reasonable access to the capsule and affected systems.
5. Our technician assesses the issue and completes or recommends the appropriate corrective work.
There is no charge for an approved service visit required to complete an accepted warranty repair.
Where inspection establishes that the issue falls outside the warranty, reasonable inspection, travel, labour, parts or other service charges might apply.
Where chargeable work is required, Capsule Whales will explain the proposed work and applicable costs before the repair proceeds.
WARRANTY & REPAIR SUPPORT
For warranty claims, repairs and technical support:
Email: hello@capsulewhales.com
Telephone: +44 20 4064 1480
All formal warranty claims, photographs, videos and supporting documentation must be submitted by email.
The information on this page provides an overview of the Capsule Whales 3-Year Limited Warranty and support process. Full coverage is subject to the Capsule Whales Warranty Terms & Conditions, the customer's sales agreement, applicable manufacturer warranties and applicable UK law.
The Capsule Whales warranty is provided in addition to applicable statutory rights and does not restrict those rights.
