Most units can be fixed.

Your unit goes to Russ, who designed it — or to a trained technician in your own region, if you bought it from a retailer there.

Try a few things first ↓
A hand holding a wrench, reaching out of a large chrome gear

There are three ways this usually goes.

Start with the first two to resolve the problem at home — if neither settles it, we’ll take it from there.

1 — TRY THIS

Check the troubleshooting guide for your unit

There is a troubleshooting guide for every unit — written for exactly this moment. Most people find their answer in a minute or two.

Read the guides →

2 — TRY THIS

Swap the accessory that wears out

It is usually a worn part, not the unit. Cords, electrodes, sponge sleeves and airstones are all meant to be replaced — try a fresh one.

See what we stock →

3 — STILL NOT SURE?

Contact us

Describe the issue and we’ll help resolve it for you — a small fix you can do at home, a part we send out to you, or guidance if it needs a technician to look under the lid.

Email us →

"Thank you so much for your extraordinary support and help. I really appreciate your commitment to your customers. I have seen it firsthand. I have received the shipment today. The unit is working perfectly well. I am very pleased with the repair. I highly value SOTA’s products." — Abdulaziz Alhashemi Qatar

What it costs.

Under warranty

Warranty length depends on which unit you have — one to three years, and it is printed in your manual. If the fault is under warranty, the repair is on us.

Out of warranty

There is a small base repair fee to determine the issue, then we reach out to you with the cost to repair your unit.

If it cannot be fixed

Occasionally a unit has reached the end. We will tell you plainly, and give you a few options on what to do next.

Tell us about your unit.

It takes about two minutes. Our Customer Experience team reads every request and replies by email.

Both numbers are on a small label on the unit — inside the battery compartment, or on the underside of the Magnetic Pulser and Water O3zonator.

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