Warranty Policy
We Stand Behind
Every Product We Sell
All products are genuine OEM, covered by the original manufacturer's warranty. We'll help resolve any issue — quickly and fairly.
Genuine OEM only
Claims in 3–5 business days
DOA: contact within 7 days
Warranty at a Glance
Coverage
OEM Manufacturer
DOA Window
7 days from delivery
Claim Review
3–5 business days
Proof Needed
Order # + photos
Remedy
Repair / Replace / Refund
Coverage Overview
Terms set by each manufacturer — check your product page for specifics.
Covered
- Defects in materials or workmanship
- Manufacturing failures under normal use
- Dead-on-arrival (DOA) units
- Electronics & control board faults
- Shipping damage (reported in 7 days)
Excluded
- Improper install or modification
- Normal wear on filters & membranes
- Freeze, flood, or poor water quality
- Misuse or skipped maintenance
- Damage from not following guidelines
How to File a Claim
Straightforward — give us what we need to move fast.
1
Email us your order number
Send to support@stratuswatersystems.com with your order number and the item you're claiming on.
2
Describe the issue + attach photos
Include photos of the product, install, any error codes, and the model/serial label.
3
We review & coordinate
Most claims reviewed in 3–5 business days. We coordinate with the manufacturer and keep you updated throughout.
4
Resolution — repair, replace, or refund
Remedies follow manufacturer terms. We'll communicate clearly before anything is finalized.
DOA or shipping damage? Contact us within 7 days of delivery with packaging photos. Don't discard original packaging until resolved.
Frequently Asked Questions
Varies by manufacturer and product type. Electronics often carry longer terms than consumables. Check the product page or email us with your order number for specifics.
Consumables aren't covered for normal wear or clogging, but manufacturing defects in new filters are addressed under the manufacturer's policy. Always install per guidelines and replace on schedule.
Remedies — repair, replacement, or refund — follow the manufacturer's warranty terms based on the defect. We coordinate the process and communicate clearly before anything is finalized.
Not always — many homeowners install successfully. Warranties typically exclude damage from improper installation though. If you're unsure, contact us and we can connect you with professional installers.
Most claims are reviewed within 3–5 business days after we receive all details. Complex cases may take a bit longer — we'll keep you informed throughout.
Your Stratus order number is enough to start a claim — we'll pull the details on our end. Keep your order confirmation email handy.
Have a Warranty Question?
Email us your order number and we'll help right away — usually within 1 business day.
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