Sterra Nova — Smoke Coming Out or Burning SmellUpdated 5 hours ago
At Sterra, your home's safety is our absolute highest priority. Under no circumstances should an air purifier emit smoke, a burning plastic smell, or an electrical odor.
If you notice smoke or a burning smell coming from your Sterra Nova, please follow these safety steps immediately:
1. Cut the Power Safely
Do not touch the physical power buttons on the unit if you see active sparks or if the top panel feels extremely hot.
Disconnect from the wall: Go straight to your wall outlet and turn off the switch at the socket (if applicable), then carefully pull the plug out of the wall.
If you cannot safely reach the plug due to heavy smoke or sparks, immediately turn off the electricity to that room via your home’s main breaker/fuse box.
2. Move the Unit to a Safe Area
Once the machine is completely unplugged and safe to handle, move it away from flammable items such as curtains, carpets, beds, or wooden furniture.
3. Do Not Attempt to Restart the Unit
⚠️ CRITICAL WARNING: Never plug the Sterra Nova back in or attempt to turn it on to "test" it after a smoking or burning incident, even if the smell seems to fade.
4. Contact Our Customer Support Team Immediately
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.
When you message us, please state: "Urgent: Safety Issue - Sterra Nova Smoking" so our automated routing pushes you to the front of the line to speak with a human agent. Please have your order number ready so we can arrange an immediate return and investigation.