Sans

<p>If your Sans product is not working properly, contact our support team so we can help diagnose the issue and determine the best next step.</p><h2 id="what-to-send-us">What to send us</h2><p>Please include a detailed description of what is happening. If possible, send a short video showing the problem. This helps our technical team identify the issue and recommend a solution more efficiently.</p><h2 id="warranty-support">Warranty support</h2><p>If your product is still within its warranty period, we&#x2019;ll review the issue and confirm whether it qualifies for a replacement. Sans warranty coverage includes:</p><ul><li>Water purifier: 3 years</li><li>Air purifier: 5 years</li><li>Showerhead: 1 year</li><li>Water bottle: 1 year</li></ul><p>You do not need to register your product to request warranty support. Once we review the issue and confirm the warranty status, we&#x2019;ll explain the next steps.</p><h2 id="what-happens-next">What happens next</h2><p>Depending on the issue, we may send a replacement unit. In most cases, you will not need to return the defective unit, but our support team will confirm what applies to your situation.</p><p>Contact us through <a href="mailto:hi@livesans.com">email</a>, live chat, or our support page to get started.</p>

Follow these steps if your Sans product is not working properly, including what information to send and how warranty replacements are handled.

What should I do if my Sans product does not work properly?

Returns & Exchanges

Are there financing options available for purchasing a Sans product?

Can I use my HSA/FSA card to purchase Sans purifiers?

Do you offer military discounts?

Where can I find my order number?

Is there a phone number available for customer inquiries?

Can I change the color of my order after purchase?

Do you offer Gift Cards?

General Order Support

Air Purifier Best Practices

How do I understand the PM2.5, PM10, and VOC buttons on my Sans air purifier?

Can I purchase Sans air filters without a subscription?

How often should I replace my air filter?

Do Sans air purifiers come with professional-grade HEPA filters?

Will Sans show me the air quality in my space?

How do I handle air purification in a 1,600 sq ft home?

Does Sans air purifier help with pet hair and dander?

Is a power adapter needed to use the Sans air purifier internationally?

Can the Sans air purifier run continuously?

Does the Sans air purifier consume a lot of energy?

How should I operate my Sans air purifier to maintain air quality?

Does Sans air purifier work on bacteria and viruses?

Can the Sans air purifier filter mold and mold spores?

What does it mean when the air purifier's ring turns orange?

What should I do if my Sans air purifier's sensors aren't responding to strong scents?

How do I set my Sans air filter to auto mode?

How do I reset the filter light on my air purifier?

What are the timer settings on my Sans air purifier, and how do they work?

Are Sans air filters washable?

How can I identify which Sans air unit I have for filter replacement?

Where is the filter replacement indicator located on the Sans air purifier?

Air Purifier Troubleshooting

Sans Air Purifiers

Do you provide undercounter water purifier systems?

What is the pH level of the water after purification?

Does water in the Sans filter come into contact with plastic?

Can I get both hot and cold water from the purifier?

What material is the Sans water purifier made of?

How often should I replace the filters in my Sans water purification system?

Can I reuse the wastewater in my Sans water purifier?

Does the Sans water purifier remove fluoride?

How do I properly set up my Sans water purifier for auto-fill functionality?

What is reverse osmosis and how does it differ from other filtration?

Do I need to connect the Sans water purifier to a water pipe, or do I manually fill it?

What is the capacity of the Sans water purifier's tank and pitcher?

What should I do if my Sans water purifier leaks?

How do I descale my Sans water purifier?

Should the packing tape on the water filter cartridges be removed?

How often do the water filters need to be replaced?

How do I reset my Sans water purifier?

Water Purifier Troubleshooting

Descaling Kit Instructions

When should I descale my water purifier?

Descaling

Sans Water Purifiers

Does the Sans Showerhead soften my water?

How often do I need to change my shower filter?

How do I replace my showerhead filter?

How can I adjust the water pressure from my showerhead?

Why is water leaking from my showerhead?

What comes in the Sans Showerhead box?

Sans Showerhead

Products Questions & Troubleshooting

How can I track my order?

What happens if I receive an unwanted shipment?

Why did I not receive my entire order in one delivery?

What should I do if my Sans product shipment is incorrect or damaged?

What should I do if my Sans product arrives damaged?

Do You Ship to Hawaii or Alaska?

Shipping

How do I manage my Sans filter subscription?

How can I unsubscribe from my recurring subscription?

What should I do if I want to pause my subscription temporarily?

How do I cancel an order or subscription?

Subscription

What is Sans' Return Policy?

How can I initiate a product return?

Do you provide prepaid return labels for returns?

What is the policy for returning a product during the trial period?

How can I request a replacement under warranty for a defective unit?

Do Sans products come with a warranty?

Warranty & Policies

About Sans

What to send us

Warranty support

What happens next

What should I do if my Sans product does not work properly?Updated 13 days ago

What to send us

Warranty support

What happens next