UAE CUSTOMERS

Part 1 — Warranty

Warranty period

Nebula products carry a 2-year limited warranty. The warranty runs from the date of delivery or customer collection, or from the agreed collection date where the Goods are not collected, whichever is earliest.The warranty applies to the original purchaser, or the original gift recipient, for as long as the product remains in their possession. Defects must be reported within the warranty period.

What is covered

The warranty covers the repair or replacement of parts that fail because of a defect in materials or workmanship during normal use, as described in the product manual for the model supplied. This includes the condensing unit, water pump, electrical control panel and wooden top.

What is not covered

The warranty does not cover damage or failure resulting from:

• Adding chemicals to the water, other than those specified in the product manual for the model supplied or approved by Nebula in writing.
• Failing to maintain or replace filters as set out in the product manual.
• Operating the product with low water flow, or continuing to operate it after a low-flow alarm.
• Restricted airflow to the heat rejection unit, including installation without the clearances set out in the product manual.
• Electrical supply faults, including brownouts, blackouts and voltage fluctuations.
• Alterations, unauthorised modifications, neglect, misuse, or operation outside the specification of the model supplied.
• The use of non-genuine or non-original replacement parts or accessories.
• Repairs carried out by anyone other than Nebula or an approved Nebula service provider.
• The use of harsh chemicals or cleaning agents on the product.

The following are also not covered:

• Safety device trips. A trip of an RCD/ELCB, pressure, flow, water level or temperature cut-out is not a defect. Resetting is the Buyer's responsibility, as set out in clause 8 of the Terms of Sale and the product manual.
• Consumables. Replacement filters and UV bulbs are consumable items and are the Buyer's responsibility. Nebula is not responsible for parts lost or damaged during filter replacement.
• Natural materials and wear, as described under Materials and finishes below.

Any of the above may void the warranty.

Routine maintenance

Routine maintenance and resets described in the product manual may be carried out by the owner and do not affect the warranty. All other repairs must be carried out by Nebula or an approved Nebula service provider.

Materials and finishes

Tub and frame. Each unit is built around a galvanised steel sub-frame with a stainless steel tub. The stainless steel grade for each model is stated on its Technical Data Sheet. Stainless steel is highly durable and corrosion-resistant when cared for as set out in the product manual, including keeping water circulating and avoiding stagnant water.Wooden tops. Wooden tops are made from treated African Teakwood, finished for water resistance in Middle East conditions, and are covered against defects in materials and workmanship for the warranty period. Wood is a natural material: variations in colour, grain and figure, and natural imperfections, are not defects. Weathering of outdoor units, dents, scratches and marks from use are not covered, and their upkeep and repair are the owner's responsibility.

Making a warranty claim

Contact Nebula at info@nebula-me.ae or +971 58 588 0928 with:

• Your name and contact details
• Proof of purchase showing the purchase date
• The model and, where available, serial number
• A description of the issue, with photos or video where possible

How claims are handled

Most warranty issues can be resolved by phone with a Nebula engineer. Where an on-site repair is needed within the warranty period, Nebula covers the cost of parts, shipping and engineer attendance within mainland UAE. Outside mainland UAE, repairs are carried out under remote supervision from a Nebula engineer.Most on-site repairs are completed in a single visit. Where a product is defective or damaged, Nebula will repair or replace it within 45 days.

After the warranty period

Nebula may continue to offer phone support after the warranty period ends. Parts, labour and shipping are then chargeable.

Part 2 — Cancellations & Returns

Cancelling before dispatch

Standard-specification Goods may be cancelled before dispatch, in which case 25% of the deposit paid is refundable, as set out in clause 9 of the Terms of Sale. Bespoke Goods cannot be cancelled after drawing approval — see Schedule A of the Terms of Sale.

Returns within 30 days of delivery

If a product does not meet your expectations within 30 days of the fulfilment date, contact Nebula. Our first aim is to resolve the issue, by telephone support or an in-person visit. If the issue cannot be resolved, or you prefer not to proceed with a resolution, you may request a full refund.To be accepted for return, the product must be in impeccable condition, without excessive wear or damage, including marks and scratches.Bespoke Goods are non-returnable from the date of drawing approval — see Schedule A of the Terms of Sale.

How to request a return

Contact Nebula at info@nebula-me.ae or +971 58 588 0928. Nebula will authorise the return and arrange collection, and covers collection costs within the UAE.Please keep the original packaging ready, but do not repack the product yourself. At collection, a Nebula representative will assess the product's condition and pack it for return to our workshop.

Inspection and deductions

Every returned product is inspected at collection before a refund is issued. Any damage found will be recorded and deducted from the refund amount.

International returns

For returns from outside the UAE, all shipping costs, customs taxes and duties are the customer's responsibility. These may be paid directly or deducted from the refund.

Refund processing

Once collection and inspection are complete, Nebula will process the refund and notify you by email. Refunds may take 7–14 days to appear on your statement, depending on your bank or card provider.