Warranty returns

Your warranty period kicks in starting from your date of purchase. Coverage applies to all parts and labour as follows:

• 1-year battery-operated products; and
• 2-year warranty for all plug products.

Please note the following:

• The listed warranty period information for Sterra is applicable for all purchases (order date) starting from 1 January 2026.
• A Sterra 7™ purchased in 2025 that was only installed in 2026 will fall under the old warranty scheme, with only 1 year of warranty provided free of charge.
• All water purifier warranty periods kick in upon installation – not your order date.

Scope of warranty coverage

Stryv and Sterra warrant that our products are 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, Stryv 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 an alternative remedy that the company reasonable deems as appropriate.

About SterraCare

Please note that SterraCare does not provide full free servicing. It covers replacement parts and site visit fee for manufacturer defects only.

In the event of a replacement, the warranty will not be extended and/or renewed.

To submit a claim, you must:

• Provide proof of purchase (order number, receipt, or invoice) and your contact details;
• Provide the product serial number, if applicable;
• Provide a clear description of the issue, including photos or videos where possible; and
• Follow our troubleshooting and instructions, including providing access for inspection and repair.

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

The warranty does not cover, without limitation:

Products not purchased from Stryv or Sterra Singapore, or authorised retailers in Singapore.

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

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.

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

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

Damage or malfunction resulting from improper installation, misuse, abuse, negligence, user error or failure to follow the 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.

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.
• blocking air inlets/outlets;

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

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

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

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

• Coverage period and pricing are stated on the relevant product page or purchase documentation.
• Coverage begins immediately after the Manufacturer Warranty expires, unless otherwise stated.
• SterraCare is tied to the specific product and order number and is non-transferable and non-refundable once activated.

What SterraCare covers
Subject to the same Warranty Exclusions, SterraCare generally covers:

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

Under SterraCare, Stryv 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.
• Site visit fee may still apply.
• Consumables, wear-and-tear items and exclusions in Warranty Exclusions remain excluded from SterraCare.

What SterraCare does not cover
SterraCare does not cover:

• issues excluded under Warranty Exclusions;
• 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.

Non-Stryv/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 SterraCare unless explicitly approved by Stryv in writing.

This section explains how service and repair fees work, both within and outside warranty.
Free repairs within the first 12 months

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

• Stryv will cover the cost of parts and labour for the repair.
• Where on-site service is reasonably required, Stryv will normally cover the technician’s visit fee, subject to accessibility and safety.
• This does not apply where the issue is excluded under Warranty Exclusions.

Site visit fee
A site visit fee (SGD $80) is a standard fee charged for sending a technician to your premises, regardless of whether a repair is ultimately carried out.

Stryv reserves the right to charge this 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 SterraCare extended warranty case where the site visit 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 amount and structure will be published on our website and may be updated from time to time.

Parts and materials charges

• Within Manufacturer Warranty: covered parts required to fix a valid manufacturing defect will be supplied at no charge.
• Under SterraCare: covered parts are included unless stated otherwise.
• Outside warranty and SterraCare: 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 Stryv and must be returned.

90-day repair service guarantee (workmanship)
For chargeable repairs carried out by Stryv (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 site visit fee for the repeat repair; and/or
• re-perform the repair.

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

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 Stryv/Sterra filters and accessories.

Failure to do so may void your warranty.

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

Stryv 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.

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