Frequently Asked Questions
SHORTCUT
NOZE IoT Smoke Detector
1. Certifications and International Standards?
NOZE IoT smoke detector complies with EN 14604:2005 + AC:2008 standard, and the relevant standard is recognized by the Hong Kong Fire Services Department. Its signal spectrum also complies with the standards of the Hong Kong Communications Authority.
2. How to install, test and operate the smoke detector?
Please refer to NOZE instructional videos and product manuals, or contact NOZE customer service representative.
3. Battery life?
The battery life is approximately 5 years, and customers can purchase and replace the battery at our NOZE service center if necessary.
4. Can I install the smoke detector on my own?
According to the existing law of HKSAR, any individual is allowed to install, operate and maintain a stand-alone fire detection device without the authority’s pre-approval. The Hong Kong Fire Services Department also encourages citizens to install a stand-alone smoke detector at home as a way to enhance fire prevention.
5. Does the NOZE IoT smoke detector need to connect to the Wi-Fi or mobile phone signal in the property to use the LoRaWAN network?
No, we will not connect or use the broadband network or telephone lines in your home or property under normal circumstances. NOZE IoT smoke detector can still function normally if there is no Wi-Fi or cell phone signal in the property, or even in the absence of a stable power supply, .
6. Other service terms & conditions?
Please refer to the terms & conditions written in the NOZE Service Agreement.
Monthly Service Subscriptions
1. Monthly fee plan contract period?
The NOZE Basic and NOZE Pro monthly service plans have a minimum contract period of 12 months from the date of purchase.
2. NOZE Basic vs NOZE Pro monthly plans
NOZE Pro monthly service plan provides you with more comprehensive fire protection, please refer to the service introduction for details.
3. What models of fire extinguishers and fire blankets are available for the NOZE Pro monthly plan?
We adopt the models approved by the Hong Kong Fire Services Department and international sounding organizations. The chosen brand and model will depend on the actual situation. We will ensure that the fire extinguisher and fire blanket are new and in working condition prior to shipment.
4. Do I need to return the product after the service subscription period?
Customers subscribed to the NOZE Basic monthly fee plan must return the NOZE IoT smoke sensor after the contract period. Customers subscribed to the NOZE Pro monthly fee plan must return the NOZE smart smoke sensor, 2 kg dry powder fire extinguisher and fire blanket (in box) after the service subscription period ends .
5. Can I use the monthly plan service in any region?
No, the NOZE monthly plan service only covers HKSAR for the time being, and there may be additional charges for remote areas. If your address is located in a remote area, you will be contacted by NOZE customer service representative after placing your order, in which you can arrange to pay the remote area service fee or request a refund.
6. How to cancel the automatic renewal of the service contract?
Clients need to submit a written application at least 30 working days before the expiration of the service period. The detailed procedures are as follows:
- Email support@noze.tech to contact NOZE customer service representatives to request a “Notice of Termination of Service”. Please specify “Request for Termination of Service Notice” in the subject line of the email.—
- NOZE customer service representative will reply to the email within 5 working days with a “Notice of Termination of Service” attached. Customers can also obtain a “Notice of Termination of Service” in person at the NOZE repair center.
- After completing the “Notice of Termination of Service”, please return and submit it together with the equipment rented under the monthly service plan to the NOZE repair center in person or by an authorized agent. We do not accept any mail or online submission.
- If the information is confirmed to be correct, NOZE customer service representative will confirm the termination of service by email within 5 working days.
NOZE Service Center
Address: Fire X Fire Offline Store, Flat 5 G/F Block B, Hoplite Industrial Centre, No. 3-5 Wang Tai Road, Kowloon Bay, Kowloon
Opening Hours: Monday to Friday 09:00-18:00, Saturday 09:00-1600, Close on Sunday & public holidays
Support Hotline: (852) 2114 0500
Email: support@noze.tech
7. Other service terms & conditions?
Please refer to the terms & conditions written in the NOZE Service Agreement.
NOZE Application
1. How to download the NOZE app?
NOZE app is now available at Google Play and Apple App Store. Download now and experience our smart fire protection service.
2. How to log in and operate the app?
Please refer to our instructional videos and app tutorials.
3. Reset login account and password?
You can change your password by using your account email in the app. If you forget your account email, please contact NOZE customer service representative.
4. Data Protection and Privacy?
Your privacy is one of our major concerns. We adopt the secured LoRaWAN closed network to transmit data and always seek the most reliable data storage solution. To keep your account safe, you will have to set a password for app login purposes and the same account can only be logged in with one device concurrently.
5. Other service terms & conditions?
Please refer to the terms & conditions written in the NOZE Service Agreement.
Payment & Shipping
1. Accepted payment methods?
We accept the following online payment methods:
VISA, Master Card, PayPal, UnionPay, American Express, Discover, JCB, Diners
2. Payment Terms?
Since the minimum service contract period is 12 months, we will charge a one-time monthly service fee for 12 months.
3. Free shipping for online shopping?
All online shop purchases can enjoy free shipping. We will arrange SF Express or a delivery person to ship the goods to your door. Customers may be required to sign for the delivery note.
4. Delivery and courier service?
If you choose our delivery service, we will arrange the freight team or logistics contractor SF Express to deliver the goods. After the order is confirmed, the customer will receive the tracking number or the estimated delivery time of SF Express in the email. NOZE will not take any responsibility or make any compensation for any logistics courier problems, such as loss of delivery, damaged goods during delivery, delay in delivery, etc. Customers may need to claim compensation or make complaints to the logistics provider on their own.
5. When will my item be delivered?
The goods will generally be delivered to the customer’s delivery address within 2 to 14 days. The relevant information is only applicable to local express orders. For detailed information, please check with the logistics contractor.
6. Product insurance or special arrangements
Our courier service does not include any product insurance. For special courier arrangements, please email support@noze.tech or call (852) 2114 0500 before confirming your order.
Termination of Service & Return Policy
1. Return policy?
(The following terms are formulated in accordance with industry practices. In case of discrepancies between the Chinese and English versions, the Chinese version shall prevail.)
NOZE promises to provide a “30-day conditional return guarantee” from the day the customer receives the product (the date of receipt shall prevail). Return or refund conditions include the delivery of goods that does not match the goods listed in the order, production quality, defects and non-human damage problems, the product has passed the expiration date. Customers must apply for a return, exchange or refund within 30 days from the date of receipt of the goods, after the deadline will not be accepted. Product and packaging must be in the same condition as NOZE was sold with complete accessories, including all stickers and labels intact and unremoved and unused. Be sure to present a valid product delivery note or order receipt when returning, otherwise, we will not be able to process returns. All items can only be exchanged once. Some discounted products or promotional activities must be returned in full, and partial returns and refund applications will not be accepted. Unless the reason for return or refund is due to wrong delivery arrangements, the freight incurred during the process will be borne by the customer, and the final refund amount will be the net value of the goods. After NOZE confirms that the customer has successfully returned the goods, NOZE will arrange for a replacement or system refund, and will generally return your refund to your payment account within 14 working days. NOZE reserves the right of final decision on returns and exchange requests.
2. How to terminate the service?
Clients need to submit a written application at least 30 working days before the expiration of the service period. The detailed procedures are as follows:
- Email support@noze.tech to contact NOZE customer service representatives to request a “Notice of Termination of Service”. Please specify “Request for Termination of Service Notice” in the subject line of the email.
- NOZE customer service representative will reply to the email within 5 working days with a “Notice of Termination of Service” attached. Customers can also obtain a “Notice of Termination of Service” in person at the NOZE repair center.
- After completing the “Notice of Termination of Service”, please return and submit it together with the equipment rented under the monthly service plan to the NOZE repair center in person or by an authorized agent. We do not accept any mail or online submission.
- If the information is confirmed to be correct, NOZE customer service representative will confirm the termination of service by email within 5 working days.
NOZE Service Center
Address: Fire X Fire Offline Store, Flat 5 G/F Block B, Hoplite Industrial Centre, No. 3-5 Wang Tai Road, Kowloon Bay, Kowloon
Opening Hours: Monday to Friday 09:00-18:00, Saturday 09:00-1600, Close on Sunday & public holidays
Support Hotline: (852) 2114 0500
Email: support@noze.tech
3. Other service terms & conditions?
Please refer to the terms & conditions written in the NOZE Service Agreement.
LoRaWAN Network
1. What is a LoRaWAN network?
LoRaWAN (Long Range Low Power) network is a wireless network for the Internet of Things (IoT) that is widely used and provides civil services worldwide. The LoRaWAN network adopted by NOZE is a private network owned by NOZE, which is not open to the public except to provide NOZE services.
2. Is the LoRaWAN network safe?
We adopt the closed-loop LoRaWAN network to transmit NOZE alerts and information data, and will strive to maintain the confidentiality and security of the data. Your account is also protected by a custom password and can only be logged in on one device at a time, preventing accidental information leakage. In addition, the effective radiated power (ERP) of all our products does not exceed +14 dBm (25mW) in any direction, which meets the requirements of the Hong Kong Communications Authority, the International Commission on Non-Ionizing Radiation Protection (ICNIRP) and the World Health Organization, further proving our network is harmless to the human body.
Warranty & Maintenance
1. NOZE Service Center
Address: Fire X Fire Offline Store, Flat 5 G/F Block B, Hoplite Industrial Centre, No. 3-5 Wang Tai Road, Kowloon Bay, Kowloon
Opening Hours: Monday to Friday 09:00-18:00, Saturday 09:00-1600, Close on Sunday & public holidays
Support Hotline: (852) 2114 0500
Email: support@noze.tech
2. Warranty coverage & terms
Please refer to www.noze.tech/warranty-maintenance/ . NOZE reserves the right to amend these terms and conditions without prior notice, in case of any dispute, NOZE reserves the rights for any final decision.
3. How do I know the product warranty period?
All products are warranted for one year from the date of purchase unless otherwise specified. Please refer to the issue date of the receipt.
4. Can I extend the product warranty period?
Yes, please contact our customer service representative for details and charges.
Other Commonly Asked Questions
1. Enterprise solution?
Please feel free to contact our Customer Service Representative.
2. Bulk purchase?
We are eager to establish long-term customer relationships. Please feel free to contact our Customer Service Representative.
3. Request for product certificate & specification
Please feel free to contact our customer service representative.
4. Complaints & suggestions?
NOZE would love to hear from you. Should you have any complaints or suggestions, please contact us at +852 2114 0500 or via email at support@noze.tech . We strive hard to provide you with the best shopping experience!