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Terms & Conditions

 

STERRA – TERMS OF SERVICE

1. OVERVIEW

This website is operated by Sterra Tech Pte. Ltd. (“Sterra”, “we”, “us”, “our”). Throughout the site, the terms “we”, “us” and “our” refer to Sterra. Sterra offers this website, including all information, tools and services available from this site to you, the user (“you”, “your”), conditioned upon your acceptance of all terms, conditions, policies and notices stated here (collectively, the “Terms”).

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by these Terms, including any additional terms and conditions and policies referenced herein and/or available by hyperlink.

These Terms apply to all users of the site, including without limitation users who are browsers, customers, merchants, and/or contributors of content.

If you do not agree to all the Terms, you may not access the website or use any Services.

Our store is hosted on Shopify Inc., which provides us with the online ecommerce platform that allows us to sell our products and services to you.

Nothing in these Terms is intended to limit any rights you may have under applicable consumer protection laws in Singapore.

2. ONLINE STORE TERMS

By agreeing to these Terms, you represent that you are at least the age of majority in your country of residence, or that you are the age of majority and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorised purpose nor may you, in the use of the Service, violate any applicable laws (including but not limited to copyright laws).

You must not transmit any worms, viruses or any code of a destructive nature. A breach or violation of any of the Terms will result in an immediate termination of your access to the Services.

3. GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time, subject always to applicable law.

You understand that your content (excluding credit card information) may be transferred unencrypted and involve:

  • transmissions over various networks; and

  • changes to conform and adapt to technical requirements of connecting networks or devices.

Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission from us.

Headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

4. ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

We are not responsible if information made available on this site is not accurate, complete or current. Material on this site is provided for general information only and should not be relied upon as the sole basis for making decisions without consulting more complete or more timely sources of information.

Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but have no obligation to update any information except as required by law.

You agree that it is your responsibility to monitor changes to our site.

5. MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice.

We shall not be liable to you or any third party for any modification, price change, suspension or discontinuance of the Service, except as required by applicable law.

6. PRODUCTS, SERVICES AND SHOWROOMS

Certain products or services may be available exclusively online and may have limited quantities. 

We make every effort to display as accurately as possible the colours and images of our products. We cannot guarantee that your device’s display of any colour will be accurate.

We reserve the right (but are not obligated) to:

  • limit the sales of our products or services to any person, geographic region or jurisdiction;

  • limit the quantities of any products or services that we offer;

  • discontinue any product at any time; and

  • change product descriptions or pricing without prior notice.

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected, except to the extent required by law or covered by our warranty.

We operate Sterra showrooms and retail locations where you may experience and purchase products in person. Details of locations, opening hours, and appointment booking are available on our website and may change from time to time.

7. DELIVERY, INSTALLATION AND RELOCATION

7.1 Delivery of Products

Delivery timelines stated on product pages or in order confirmations are estimates only. Actual delivery times may vary due to stock availability, third-party logistics, scheduling and other factors.

  • In-stock small items (e.g. air purifiers, dehumidifiers, vacuums, accessories) are typically delivered via third-party courier within the indicative timeframe stated on the product page or order confirmation.

  • Large items (e.g. water purifiers, massage chairs, mattresses, bed frames) will require scheduling of delivery and/or installation using our online scheduling tool.

We are not liable for any loss or damage arising from reasonable delays in delivery.

7.2 Customer Responsibilities for Delivery & Installation

You are responsible for:

  • ensuring that a person aged 18 or above is present to receive and inspect the products;

  • ensuring that access pathways, lifts, staircases and the installation area are safe, unobstructed and suitable for delivery and installation;

  • checking products immediately upon delivery/installation and informing our team of any visible damage or defects before our team leaves the premises.

Where you sign off on a successful delivery/installation, this will be taken as confirmation that the product was received in good physical condition (except for latent defects not reasonably discoverable then).

If access is restricted or unsafe, we reserve the right to:

  • decline delivery and reschedule (with a rescheduling fee); or

  • cancel the order and refund you (less any applicable fees and costs already incurred).

7.3 Damage During Delivery or Installation

We will take reasonable care during delivery and installation. However:

  • We are not liable for pre-existing defects or weakness in your property (walls, flooring, tiles, pipes, cabinets, countertops, fittings, furniture, etc.).

  • We are not liable for damage caused by non-ideal circumstances that have been clearly explained to you before proceeding (e.g. tight staircases, fragile surfaces, unusual installation requests, non-standard plumbing/electrical conditions). Where you consent to proceed after such explanation, you accept the associated risks.

You must report any visible damage attributable to delivery/installation before our team leaves the premises. We may not be able to consider claims made after that point.

7.4 Rescheduling and No-Show Fees

If you need to reschedule delivery or installation:

  • Rescheduling within the allowed notice period (as stated on our website or order confirmation) is typically free.

  • Rescheduling or failed delivery attempts with short notice, or no-shows, may incur a rescheduling fee or additional delivery fee. The applicable fees will be published on our website.

7.5 Relocation of Water Purifiers

We may offer relocation services for water purifiers:

  • The first relocation within the manufacturer warranty period may be free, as stated on your product page or order confirmation (if applicable).

  • Subsequent relocations, and relocations outside the warranty period, will be subject to a relocation fee and any additional materials required.

Relocation services are subject to site assessment and feasibility.

8. PRODUCT WARRANTY TERMS AND CONDITIONS

This Section 8 sets out the Manufacturer Warranty provided by Sterra for new products purchased from Sterra Singapore or Sterra-authorised retailers in Singapore.

Nothing in this section limits any statutory rights you may have under applicable consumer protection laws.

8.1 Manufacturer Warranty Coverage Period

The manufacturer warranty period begins from the date of delivery and/or installation, whichever is earlier, as recorded in our system.

Product Category Manufacturer Warranty Period
Sterra Air Purifiers 1 year
Sterra Water Purifiers 1 year
Sterra Dehumidifiers 1 year
Sterra Vacuums 1 year
Sterra Massage Chairs 1 year
Sterra Bed Frames 1 year
Sterra Mattresses 10 years (on structural defects only; see product-specific terms)

We may offer additional written warranties for certain models; if so, those specific terms will apply in addition to this section.

8.2 Scope of Manufacturer Warranty

During the applicable warranty period, Sterra warrants that the product is free from manufacturing defects in materials and workmanship under normal domestic use, subject to the terms and exclusions below.

Where a valid warranty claim is accepted, Sterra will, at its sole discretion:

  • repair the product; or

  • replace the product or defective component(s) with new or refurbished parts of equivalent performance; or

  • provide another remedy that we reasonably deem appropriate.

The remedy chosen by Sterra is your exclusive remedy for warranty claims.

8.3 Warranty Claim Requirements

To make a warranty claim, you must:

  1. Provide proof of purchase (order number, receipt, or invoice) and your contact details;

  2. Provide the product serial number, if applicable;

  3. Provide a clear description of the issue, including photos or videos where possible; and

  4. Follow our troubleshooting and instructions, including providing access for inspection and repair.

Warranty service must be arranged directly through Sterra via our official support channels. Any repairs or modifications performed by unauthorised parties may void the warranty.

8.4 What Is Not Covered (Warranty Exclusions)

The Manufacturer Warranty does not cover, without limitation:

  1. Products not purchased from Sterra Singapore or authorised Sterra retailers in Singapore.

  2. Accessories, freebies and complimentary items bundled with the main product unless explicitly stated otherwise.

  3. Consumables and wear-and-tear components, including but not limited to:

    • filters and filter cartridges;

    • hoses, tubing, seals, O-rings, gaskets and washers;

    • nozzles, detachable water tanks, containers, drawers and trays;

    • solenoid valves, pumps, thermoelectric (TEC) modules and similar flow-path or thermal components considered subject to normal wear;

    • remote controls, cables and external cords;

    • foam, comfort layers and fabric covers (for mattresses, chairs and cushions) subject to normal use and body impressions;

    • cosmetic parts that do not affect functionality.

  4. Normal wear and tear, scratches, dents, discoloration, rust, stains, odours or other cosmetic damage that does not affect the performance of the product.

  5. Installation not performed by Sterra or authorised partners, where Sterra installation is required for warranty.

  6. Damage or malfunction resulting from improper installation, misuse, abuse, negligence, user error or failure to follow the Owner’s Manual, including but not limited to:

    • using the product for non-domestic or commercial purposes (e.g. restaurant, hotel, public facility) unless explicitly approved;

    • using incorrect power supply, extension cords or overloading sockets;

    • placing water purifiers or appliances near heat sources (e.g. ovens, stoves, direct sunlight) or in areas with insufficient ventilation;

    • blocking air inlets/outlets;

    • operating the product in environments outside recommended temperature or humidity ranges;

    • using incompatible or non-Sterra filters, accessories or parts;

    • tampering with or modifying internal components;

    • improper cleaning, chemical exposure or liquid ingress where not intended.

  7. Damage arising from external causes, including but not limited to:

    • power surges, lightning, faulty building wiring, or unstable voltage;

    • plumbing issues, building leaks, or water-supply problems;

    • fire, flood, natural disasters or pests.

  8. Damage discovered after delivery/installation where such damage could reasonably have been identified and raised at the time of delivery/installation but was not.

  9. Loss or damage to property, contents, food, or other items arising from product malfunction (e.g. loss of stored food in a fridge).

  10. Any products where the serial number is removed, defaced or tampered with.

8.5 Customer Obligations During Warranty Period

You must:

  • use the product in accordance with the Owner’s Manual;

  • perform recommended basic maintenance (e.g. filter replacement, cleaning);

  • not attempt to modify or repair the product yourself or via an unauthorised service provider;

  • provide reasonable assistance and access for inspection and repair.

Failure to do so may void your warranty.

8.6 Sterra Care – Extended Warranty

Sterra Care is an optional extended warranty that you may purchase as an add-on for eligible products.

  • Sterra Care coverage period and pricing are stated on the relevant product page or purchase documentation.

  • Sterra Care coverage begins immediately after the Manufacturer Warranty expires, unless otherwise stated.

  • Sterra Care is tied to the specific product and order number and is non-transferable and non-refundable once activated.

8.6.1 What Sterra Care Covers

Subject to the same Warranty Exclusions in Section 8.4, Sterra Care generally covers:

  • Mechanical and electrical failures caused by manufacturing defects, which arise under normal domestic use during the Sterra Care coverage period.

Under Sterra Care, Sterra may, at its discretion:

  • repair the product; or

  • replace defective components with new or refurbished parts of equivalent performance; or

  • provide another remedy we reasonably deem appropriate.

Unless clearly stated otherwise on the product page:

  • Parts required to remedy a covered fault are included under Sterra Care.

  • Call-out fees and labour charges may still apply (see Section 9).

Consumables, wear-and-tear items and exclusions in Section 8.4 remain excluded from Sterra Care.

8.6.2 What Sterra Care Does Not Cover

Sterra Care does not cover:

  • issues excluded under Section 8.4;

  • consumables, filters, O-rings, seals, tubing, valves, pumps and similar wear parts unless explicitly stated;

  • cosmetic damage or minor defects not affecting functionality;

  • accidental damage, misuse, abuse or external events;

  • damage caused by unauthorised repairs or modifications.

8.6.3 Non-Sterra Filters and Accessories

The use of non-Sterra filters, parts or accessories with Sterra products may cause performance issues or damage.
Using such items will void both the Manufacturer Warranty and Sterra Care unless explicitly approved by Sterra in writing.

9. SERVICE, REPAIRS, CALL-OUT FEES AND LABOUR FEES

This section explains how service and repair fees work, both within and outside warranty.

9.1 Free Repairs Within First 12 Months

For products within the Manufacturer Warranty period, and where the issue is confirmed by Sterra to be a covered manufacturing defect:

  • Sterra will cover the cost of parts and labour for the repair.

  • Where on-site service is reasonably required, Sterra will normally cover the technician’s visit (no call-out fee), subject to accessibility and safety.

This does not apply where the issue is excluded under Section 8.4.

9.2 Call-Out Fees (On-Site Visit Fee)

A call-out fee is a standard fee charged for sending a technician to your premises, regardless of whether a repair is ultimately carried out.

Sterra reserves the right to charge a call-out fee in the following situations:

  • For any product outside the Manufacturer Warranty period;

  • For any product where the issue is found to fall outside warranty coverage (e.g. misuse, wear and tear, consumables, installation/environment issues);

  • For any Sterra Care extended warranty case where the call-out fee is not explicitly included;

  • For diagnostic visits where:

    • no fault is found; or

    • you decline to proceed with a chargeable repair; or

    • access is not available or the visit cannot proceed due to circumstances at your premises.

The current call-out fee amount and structure will be published on our website and may be updated from time to time.

9.3 Labour Fees

A labour fee is charged for the technician’s time spent performing actual repair work (e.g. disassembly, part replacement, reassembly, testing), whether on-site or off-site.

Sterra reserves the right to charge labour fees in the following situations:

  • For repairs on products outside the Manufacturer Warranty period;

  • For repairs under Sterra Care, where labour is not explicitly included;

  • For repairs of issues that are not covered under warranty due to exclusions in Section 8.4;

  • For repeated service requests that are found to arise from misuse, improper installation, or non-compliance with our instructions.

Labour fees will be quoted to you before proceeding with chargeable repair. You may decide whether to proceed.

9.4 Parts and Materials Charges

  • Within Manufacturer Warranty: covered parts required to fix a valid manufacturing defect will be supplied at no charge.

  • Under Sterra Care: covered parts are included unless stated otherwise.

  • Outside warranty and Sterra Care: parts and materials will be chargeable. A repair quotation will be provided before work begins.

Any parts or products replaced in the course of a repair become the property of Sterra and must be returned.

9.5 90-Day Repair Service Guarantee (Workmanship)

For chargeable repairs carried out by Sterra (outside Manufacturer Warranty), we may offer a limited workmanship guarantee for a defined period (e.g. 90 days) on the specific repair performed. If the same problem reoccurs within that period due to workmanship, we may, at our discretion:

  • waive labour fees for the repeat repair; and/or

  • waive call-out fees; and/or

  • re-perform the repair.

This does not apply to new or different issues, wear and tear, environmental factors, or user misuse.

10. REPAIR PROCESS & LIMITATION OF REMEDIES

All repair work will be assessed by Sterra’s operation team, who will determine whether:

  • remote troubleshooting is sufficient;

  • an on-site visit is required; or

  • off-site workshop repair or product collection is required.

Sterra may choose the most practical and safe option.

Where a product is deemed beyond economical repair or repeated repairs have not resolved a covered defect, Sterra may, at its discretion:

  • offer a replacement product of the same or similar model; or

  • offer a partial refund or alternative remedy.

The chosen remedy will be your exclusive remedy, to the maximum extent permitted by law.

Sterra is not required to provide a new replacement or refund for every defect, as long as we are able to provide a repair or reasonable remedy consistent with your consumer rights.

11. ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed:

  • by or under the same customer account;

  • using the same credit card; and/or

  • using the same billing and/or shipping address.

In the event that we change or cancel an order, we may attempt to notify you using the contact details provided.

You agree to provide current, complete and accurate purchase and account information, and to promptly update your information so that we can complete your transactions and contact you as needed.

12. OPTIONAL TOOLS

We may provide you with access to third-party tools over which we do not monitor or have control.

You acknowledge and agree that we provide access to such tools “as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability arising from or relating to your use of optional third-party tools.

Any use of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms of the relevant third-party provider(s).

13. THIRD-PARTY LINKS

Certain content, products and services available via our Service may include materials from third parties.

Third-party links on this site may direct you to websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and will not have any liability for any third-party materials, products or services.

Please review carefully the third party’s policies and make sure you understand them before you engage in any transaction.

14. USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS

If you submit ideas, suggestions, proposals, plans, reviews or other materials (collectively, “Comments”), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any Comments that you forward to us.

We are under no obligation to:

  1. maintain Comments in confidence;

  2. pay compensation for any Comments; or

  3. respond to any Comments.

You are solely responsible for any Comments you make and their accuracy. You agree that your Comments will not violate any third-party rights or contain unlawful, abusive or obscene material.

15. PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy, which forms part of these Terms.

16. ERRORS, INACCURACIES AND OMISSIONS

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions (e.g. product descriptions, pricing, promotions, offers, shipping charges, transit times, availability).

We reserve the right to correct any errors, inaccuracies or omissions and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order), to the extent permitted by law.

17. PROHIBITED USES

In addition to other prohibitions set forth in the Terms, you are prohibited from using the Site or its content for any unlawful or unauthorised purpose, or to violate any applicable laws, infringe intellectual property rights, harass or abuse others, submit false or misleading information, upload malicious code, spam, scrape, or interfere with security features.

We reserve the right to terminate your use of the Service for violating any of the prohibited uses.

18. DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

Except as expressly provided in these Terms or required by law, the Service and all products and services delivered to you are provided “as is” and “as available”, without any representation, warranties or conditions of any kind, either express or implied, including implied warranties of merchantability, fitness for a particular purpose, durability, title and non-infringement.

To the maximum extent permitted by law, Sterra and its officers, employees, affiliates, agents, contractors, and suppliers shall not be liable for any:

  • indirect, incidental, punitive, special or consequential damages;

  • loss of profit, revenue, savings, data or use; or

  • loss or damage arising from your use of the Service or any product, or any claim related in any way to your use of the Service or product.

In any case where our liability cannot be excluded under law, our total aggregate liability to you in respect of any claim related to a product or service shall not exceed the amount actually paid by you for that product or service.

Nothing in these Terms is intended to exclude or limit liability where it would be unlawful to do so.

19. INDEMNIFICATION

You agree to indemnify, defend and hold harmless Sterra and our affiliates, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers and employees from any claim or demand, including reasonable legal fees, made by any third party due to or arising out of your breach of these Terms or your violation of any law or the rights of a third party.

20. SEVERABILITY

If any provision of these Terms is determined to be unlawful, void or unenforceable, such provision shall be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed severed from these Terms. This shall not affect the validity and enforceability of any remaining provisions.

21. TERMINATION

These Terms are effective unless and until terminated by either you or us.

You may terminate these Terms at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any provision of these Terms, we may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination.

22. ENTIRE AGREEMENT

These Terms and any policies or operating rules posted by us on this site (including our Privacy Policy and any product-specific warranty terms) constitute the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals.

Any ambiguities in the interpretation of these Terms shall not be construed against the drafting party.

23. GOVERNING LAW

These Terms and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Singapore, without regard to conflict of law principles.

24. CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms at any time on this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms by posting updates and changes on our website. Your continued use of our website or the Service following any changes constitutes acceptance of those changes.

25. CONTACT INFORMATION

Questions about the Terms of Service, warranty or service policies should be sent to:
📧 hello@sterra.sg