Sterra Moon — 3-Pin Adapter or Power Cord DamagedUpdated 17 hours ago
If your Sterra Moon’s 3-pin power adapter or electrical cord has sustained physical damage—such as bent pins, frayed wires, deep cuts in the insulation, or a cracked housing—please remain completely calm. Your safety is our absolute highest priority, and we have streamlined replacement protocols ready to address this immediately.
A damaged power cord represents a Physical Power Line Compromise. To prevent any electrical stress, sudden voltage fluctuations, or damage to your air purifier's internal circuit board, the compromised hardware must be retired and replaced with a fresh component.
Because the power adapter is an external, modular accessory, you do not need to replace your entire air purifier chassis. We can easily ship a brand-new power delivery unit directly to your home.
Critical Safety Protocol & Replacement Request Sequence
To guarantee a safe setup in your home, immediately unplug the damaged power cord from the wall outlet and stop using it.
Please log into our Customer Support portal to notify our logistics team so we can dispatch your new hardware right away:
1.Record a Continuous 1-Minute Verification Video
Place your disconnected Sterra Moon power adapter and cord on a flat surface under clear lighting. Record a continuous video of at least 1 minute capturing the component.
Start the video by showing the power cord completely disconnected from the wall, then slowly pan the camera over the cable and adapter housing to clearly capture the exact spots where the structural damage, fraying, or bending is located. Let the camera run continuously for a full minute.
2.Submit Your Direct Replacement Request
Log into your account portal, attach your 1-minute documentation video, and copy-and-paste the following message directly to our live agents:
Log in to our Customer Support Portal.
Submit a support ticket describing the issue.
Attach a short video (at least 1 minute long) showing the error happening. This will help our technical team diagnose and resolve the issue much faster for you.
📌 Support Message Template: "The 3-pin adapter/power cord for my Sterra Moon is damaged. I have followed the Help Center safety guide and immediately disconnected the compromised line from the wall outlet to eliminate any hazard. I have attached the required 1-minute troubleshooting video clearly showing the physical damage on the cord/adapter for immediate review and new adapter delivery coordination."