Frequently Asked Questions
SHORTCUT
NOZE IoT Smoke Detector
1. Certifications and International Standards?
2. How to install, test and operate the smoke detector?
3. Battery life?
4. Can I install the smoke detector on my own?
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?
6. Other service terms & conditions?
Monthly Service Subscriptions
1. Monthly fee plan contract period?
2. NOZE Basic vs NOZE Pro monthly plans
3. What models of fire extinguishers and fire blankets are available for the NOZE Pro monthly plan?
4. Do I need to return the product after the service subscription period?
5. Can I use the monthly plan service in any region?
6. How to cancel the automatic renewal of the service contract?
- 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?
NOZE Application
1. How to download the NOZE app?
2. How to log in and operate the app?
3. Reset login account and password?
4. Data Protection and Privacy?
5. Other service terms & conditions?
Payment & Shipping
1. Accepted payment methods?
VISA, Master Card, PayPal, UnionPay, American Express, Discover, JCB, Diners
2. Payment Terms?
3. Free shipping for online shopping?
4. Delivery and courier service?
5. When will my item be delivered?
6. Product insurance or special arrangements
Termination of Service & Return Policy
1. Return policy?
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?
- 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?
LoRaWAN Network
1. What is a LoRaWAN network?
2. Is the LoRaWAN network safe?
Warranty & Maintenance
1. NOZE Service Center
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
3. How do I know the product warranty period?
4. Can I extend the product warranty period?
Other Commonly Asked Questions