My warranty has expired and my product needs repair. Can Sterra still help?Updated 22 days ago
If your Sterra product is experiencing an issue, we are here to help. Before reaching out to our team, we highly recommend checking our step-by-step At-Home Troubleshooting Guidelines to see if the issue can be resolved quickly at home.
If you still need technical assistance, please follow the steps below to submit a priority support request:
Step 1: Submit a Request via our Support Portal
Log In: Go to our Sterra Support Portal. Enter the email address or phone number associated with your order, then input the one-time verification code sent to you.
Select Your Order: Locate the relevant order and click the "Report Issue" button.
Choose the Category: Select "The items in my order are defective." This will automatically generate a priority ticket and send a confirmation to your email inbox.
Step 2: Provide Photos or Videos of the Issue
Once you receive the confirmation email in your inbox, reply directly to that email with:
A detailed description of the problem.
Clear photos or a short video demonstrating the product issue.
Alternative Contact Methods: If you prefer, you can email your order number along with the photos/videos directly to [email protected], or message our team via WhatsApp at +65 3165 0198.
What Happens Next?
Assessment: Our technical team will review your photos or videos to evaluate the unit. If a repair is needed, we will provide you with the Site Visit fee quote
Scheduling and Visit: Once the fee is settled, we will immediately schedule a service appointment or issue a solution to get your product back up and running. The cost for the spare parts to be used during the repair visit will be quoted on the spot before the technician starts the repair.