Warranty Policy

 

This Warranty Terms & Conditions ("Warranty T&C") govern all Sterra products purchased on or after 1 January 2026, unless otherwise stated. By purchasing or using a Sterra product, the customer agrees to be bound by the terms below.

PRODUCT WARRANTY

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

Warranty Duration Overview

Note:

• These new warranty duration will only be applicable for all purchases (order date) starting 1 Jan 2026.
• If CX bought Sterra 7 in 2025 but only installing in 2026, they will be under the old warranty scheme (1 year FOC warranty only).
• All water purifier warranty periods will officially start upon installation, NOT order date. 

1. 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.

For Tankless Water Purifiers (Sterra 7):

• Within first year FOC Warranty: Parts, labour, and call-out are fully covered.
• After first year FOC Warranty: Replacement parts for manufacturer defects are covered; call-out and labour fees apply. Any other issues caused by wear and tear, misuse, environmental damages, use of non-Sterra parts and filters will be fully chargeable and borne by customers.
• After FOC Warranty but within SterraCare: Replacement parts for manufacturer defects are covered; call-out and labour fees apply. Any other issues caused by wear and tear, misuse, environmental damages, use of non-Sterra parts and filters will be fully chargeable and borne by customers.

For all other Sterra products:

• Within first year FOC Warranty: Parts, labour, and call-out are fully covered.
• After FOC Warranty but within SterraCare: Replacement parts for manufacturer defects are covered; call-out and labour fees apply. Any other issues caused by wear and tear, misuse, environmental damages, use of non-Sterra parts and filters will be fully chargeable and borne by customers.

SterraCare does not provide full free servicing. It covers replacement parts for manufacturer defects only and does not include call-out or labour fees.

2. 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.

3. What Is Not Covered (Warranty Exclusions)

The Manufacturer Warranty does not cover, without limitation:

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

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

3.3 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.

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

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

3.6 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.

3.7 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.

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

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

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

4. 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.
• Use only genuine Sterra filters and accessories

Failure to do so may void your warranty.

5. 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.

5.1 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.

5.2 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.

5.3 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.

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STANDARD SERVICE FEES (REPAIRS, CALL-OUT FEES AND LABOUR FEES)

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

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.

2. Call-Out Fees (On-Site Visit Fee)

A call-out fee (SGD $50) 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.

3. Labour Fees

A labour fee (SGD $80) 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.

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.

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.

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TRANSFERABILITY

All warranties, including SterraCare, are valid only for the original purchaser and original or approved relocated installation address, unless otherwise approved in writing by Sterra.

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CHANGES TO WARRANTY TERMS

Sterra reserves the right to amend these Warranty T&C without prior notice. The applicable terms are those in effect at the time of product purchase.

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GOVERNING LAW

These Warranty T&C shall be governed by and construed in accordance with the laws of Singapore.

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For warranty claims or service requests, please contact Sterra Customer Support through official Sterra channels.