Warranty and Repair
Warranty & Repair.
2 year warranty on all devices — extendable to 3 years with a maintenance contract. If your device fails, our serviceteam is there for you right away.
Germany
Austria
Switzerland
Liechtenstein
Luxembourg
24/7 Emergency
Device failure?
Call us immediately — including nights and weekends.
+49 545 263 499 31
For critical failures in your practice
For new & existing customers
Free +1 year warrantyextension
Sign a maintenance contract before your 2 year warranty expires — and extend your warranty free of charge to 3 years.
No surcharge — 100 % free of charge
Valid only with active, timely maintenance
Fixed price — no hidden costs
In a warranty case, Steri24 covers all costs.
The Steri24 warranty — completely worry-free
Everything included. No ifs, no buts.
In a warranty case we cover all costs — you pay nothing.
- Travel — the technician comes to you, free of charge
- Repair — labour fully covered
- Spare parts — all required parts included
- Manufacturing defect — replacement with a factory-new device
- Installed spare parts receive another 1 year of warranty
Not covered:
Wear from improper operation, missing maintenance or external influence
Device defective outside the warranty? We help.
1
Submit a request
Via online form, email or phone. You tell us the device, serial number and preferred date.
2
Free remotediagnosis & costestimate
Our service centre clarifies the issue in advance by phone — we solve many problems directly without a technician on site.
3
Technician on site
Your Steri24 technician arrives with the right spare parts — immediate repair directly in your practice.
4
Protocol & invoice
You receive a test protocol and invoice — with 1 year of warranty on all installed spare parts.
Further links
Warranty & complaints
Repair & service
Maintenance & contracts
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Frequently Asked Questions
Warranty and Repair – key questions answered clearly.
How long does the standard warranty on Steri24 devices last?
All devices come with a standard 2-year warranty. With a maintenance contract, the warranty is extended free of charge to 3 years. You are therefore comprehensively protected from the outset.
How do I extend my warranty to 3 years?
Sign a maintenance contract before the 2-year warranty expires and have the due maintenance carried out on time. Your warranty is then extended free of charge to 3 years - at no extra cost. The prerequisite is active, timely maintenance.
Does extending the warranty to 3 years cost anything?
The extension to 3 years is completely free of charge with a maintenance contract. The only costs that arise are the regular costs for the maintenance that is due anyway. There is no separate fee for the third warranty year.
What is covered in a warranty case?
In a warranty case, Steri24 covers all costs: the technician's travel, the labour for the repair, as well as all required spare parts. In the event of a manufacturing defect, we replace the device with a factory-new one. You pay nothing.
Do you also cover travel costs in a warranty case?
Yes, in a warranty case the technician's travel is fully free of charge. The technician comes to you at your practice and repairs the device on site, without any travel or transport costs for you.
What happens in the event of a manufacturing defect?
If there is a manufacturing defect, we replace your device with a factory-new one under the warranty. This means you are fully protected even against rare production faults.
What is not covered by the warranty?
Not covered are wear caused by improper operation, damage resulting from missing or neglected maintenance, and damage from external influence. With proper use and regular maintenance, the warranty applies as described.
Do installed spare parts receive their own warranty?
Yes, all spare parts installed during a repair receive an additional 1 year of warranty. This applies both within and outside the device warranty.
My device has failed - who do I contact immediately?
For critical failures in your practice, you can reach our 24/7 emergency service by phone - including nights and weekends. This helps get your practice operational again as quickly as possible.
Is there an emergency number available at night and on weekends too?
Yes, for critical device failures a 24/7 emergency service is available that can also be reached at night and on weekends. It is intended for new and existing customers whose device has failed.
In which countries do you offer warranty and on-site service?
We offer warranty and service in Germany, Austria, Switzerland, Liechtenstein and Luxembourg. In these countries, trained technicians and service partners come to you on site.
How do I report a defect or repair need?
You can conveniently submit a request via online form, email or phone. Please provide the device, serial number and your preferred date, and we will take care of the next steps.
How does a repair at Steri24 work?
After your request, a free remote diagnosis is carried out first. If the problem cannot be solved by phone, a technician comes on site with the right spare parts and repairs directly at your practice. To conclude, you receive a test protocol and an invoice.
What is a free remote diagnosis?
With the free remote diagnosis, our service centre clarifies the fault in advance by phone. Many problems can be solved this way directly, without the need for a technician on site - saving time and money.
What information do you need for my repair request?
Please have the device model, the serial number and your preferred date ready. A brief description of the fault and, if possible, photos of the protocol help our technicians narrow down the cause more quickly.
Where do I find the serial number of my device?
The serial number is usually on the device's rating plate (often on the back or underside) as well as in the documents supplied. We need this number for clear identification when you submit a repair request.
What do I receive after a repair?
After the repair is completed, you receive a test protocol and an invoice. We additionally grant 1 year of warranty on all installed spare parts.
Do I have to send in my device for repair?
In most cases a technician comes to you on site, so the device does not have to be sent in. Depending on the case, a repair at the factory is alternatively possible - we coordinate this individually with you.
Do you still offer repairs after the warranty has expired?
Yes, we repair and maintain your device even after the warranty has expired - and also without an existing maintenance contract. The usual service and spare parts costs then apply.
My device is defective outside the warranty - do you still help?
Yes, we also help you outside the warranty. Submit a request via form, email or phone; after a remote diagnosis you receive a cost estimate, and a technician repairs the device on site or at the factory.
How quickly is a technician on site in the event of a defect?
In the event of a defect, our technicians are usually on site within 1-2 working days, depending on location. For critical failures, the 24/7 emergency service is additionally available.
Do I receive a loan device during a repair?
Yes, we provide a limited number of loan devices, especially in the event of a repair, so that your work is not interrupted. The loan device is delivered with the necessary accessories.
How quickly do I receive a replacement in a warranty case?
A replacement or loan device is usually available within a few days in the event of a defect or warranty case. This allows you to bridge the time until your own device is repaired.
Is the maintenance contract worthwhile for the warranty?
Yes. The maintenance contract itself is free of charge, secures the legally required maintenance and extends your warranty free of charge to 3 years. We remind you of the due date in good time.
When do I have to sign the maintenance contract in order to extend the warranty?
Ideally, you sign the maintenance contract before the 2-year warranty expires and have the due maintenance carried out on time. The free extension to 3 years applies only with active, timely maintenance.
Does the warranty extension lapse if I miss the maintenance?
The free extension to 3 years applies only with active and timely maintenance. If the due maintenance is not carried out, the standard 2-year warranty remains in effect. We therefore remind you of the date in good time.
Are there hidden costs with the maintenance contract?
No, there are no hidden costs. The maintenance contract itself is free of charge; only the fees for the maintenance actually carried out apply, and these are transparently shown at a fixed price.
Can I return or withdraw from a device after delivery?
Yes, you can return or withdraw from an unused device within the statutory withdrawal period. Please use the online withdrawal form and ideally coordinate the return with us in advance; depending on the case, shipping costs may apply.
Where do I find the withdrawal form?
The online withdrawal form is linked on the page. Fill it out and send it to us; we are happy to coordinate the return with you in advance by phone or email.
How do I submit a complaint?
You submit a complaint via the linked online form. Describe the problem as precisely as possible and provide the device and serial number, then we will review your request and get back to you with the next steps.
What is the difference between warranty and statutory warranty of conformity?
The statutory warranty of conformity is your right in the case of defects that already existed at delivery. The warranty is an additional, voluntary commitment by Steri24 - in a warranty case we fully cover travel, labour and spare parts.
Who carries out repairs on my Steri24 device?
Repairs are carried out by our own trained service technicians or authorised service partners - either on site at your practice or at the factory. This ensures professional repair is guaranteed at all times.
Can you also repair devices from other suppliers?
We generally cannot repair devices from other manufacturers, as we lack the matching spare parts and manufacturer approvals. As an alternative, we are happy to recommend a suitable new Steri24 device with full warranty and full service.
What does a repair outside the warranty cost?
The costs depend on the effort and the spare parts required. After a free remote diagnosis, we provide you with a transparent cost estimate, so you have clarity about the expected costs before the repair.
How can I check the status of my repair?
You can ask our service centre about the current processing status at any time by email or phone. We check the status and get back to you as soon as the technician has inspected your device.
How long are spare parts available for my device?
We keep spare parts in stock for many years - geared to the devices' expected service life of around 25 years. This keeps your device repairable long after purchase.
Are there service partners in my region?
Yes, we have a dense network of trained service partners. You can find the nearest location in your region on our service map; we are also happy to name the right contact on request.
What should I do if my autoclave displays an error code?
Note the error code and, if possible, photograph the protocol. Many messages can be quickly clarified via remote diagnosis; submit a service request and a technician will get back to you with a proposed solution.
My device smells burnt - what should I do?
Switch the device off immediately and unplug it. Then report the incident promptly via our service form or by phone so that a technician can check the cause. Do not put the device back into operation until then.
Water is leaking from the door of my device - is this a warranty case?
Water leaking at the door usually indicates a worn or incorrectly seated door seal. Submit a service request with photos; a technician checks whether it is a wear or warranty case and replaces the seal if necessary.
My device shows 'maintenance due' - is it defective?
This message usually does not indicate a defect, but rather that maintenance is due (time- or cycle-based). Send us the device data, then we check whether the message only needs to be reset or whether maintenance is due.
Can I fix minor problems myself before calling the service?
For some messages it is worth checking the basics such as the power cable, fuse, water level and correctly inserted thermal paper. If that does not help, submit a service request - our remote diagnosis solves many cases without a technician on site.
How do I contact technical support?
You can reach our technical support via the online service form, email or phone. For critical failures, the 24/7 emergency service is additionally available. Have the device model and serial number ready, this speeds up processing.
Which service modules are there around warranty and repair?
Around warranty and repair we offer warranty processing, complaint handling, repair requests, a troubleshooting portal as well as maintenance packages and maintenance contracts. You can find the relevant links and forms on the page.
What is Steri24's service advantage over other suppliers?
Steri24 combines fair prices with a large, fast on-site service network in Germany, Austria, Switzerland, Liechtenstein and Luxembourg. In a warranty case we cover all costs - something many established expensive manufacturers do not offer in this form.
Why should I buy from Steri24 instead of another supplier?
When buying from Steri24, you benefit from on-site installation, maintenance and repair from a single source, as well as a 2-year warranty, extendable to 3 years free of charge. You have one contact for device and service - without the surcharge of established expensive suppliers.
Does the warranty also apply in Switzerland?
Yes, warranty and service also apply in Switzerland; trained technicians and service partners come to you on site with free travel. Service costs there may differ from those in Germany and Austria.
I am an existing customer - does the 24/7 emergency service apply to me too?
Yes, the 24/7 emergency service is available to both new and existing customers. If your device has critically failed, simply call us - including nights and weekends.
How do I find out which device suits me best and is well protectable?
Use our autoclave configurator or our personal consultation. We recommend a suitable device including warranty, maintenance and service options, so that you are protected in the long term.
Which email address do I contact for service and repair?
For matters relating to service and repair, you can reach us at support@certoclav.com as well as via the online service form. Provide the device, serial number and a brief description of the fault, then we will get back to you promptly.