Frequently Asked Questions
Payments
What payment methods do you accept?
What payment methods do you accept?
We accept secure online payments including:
- Major credit cards (Visa, Mastercard, Union Pay, American Express)
- Shop Pay
- Apple Pay
- Google Pay
- Payme
- AlipayHK
- Wechat pay
- FPS
- Octopus
Available payment options may vary depending on your country.
Is my payment secure?
Is my payment secure?
Yes.
All payments are processed through secure, encrypted payment gateways that comply with industry security standards (PCI-DSS).
We do not store your full credit card details on our servers.
What currency will I be charged in?
What currency will I be charged in?
Orders are processed in the currency displayed at checkout.
If your bank account is in a different currency:
- Your bank may apply exchange rates.
- Your bank may charge foreign transaction fees.
We do not control bank conversion rates or fees.
Why was my payment declined?
Why was my payment declined?
Payments may be declined for several reasons:
- Incorrect billing information
- Insufficient funds
- Bank fraud protection trigger
- International transaction restrictions
- Card expired
If your payment fails, please contact your bank first before retrying.
When will I be charged?
When will I be charged?
Your card or payment method is charged immediately upon successful order placement.
For installment providers, billing schedules are handled by the provider according to their terms.
Can I pay in installments?
Can I pay in installments?
Installment payment options may be available depending on your location and eligibility.
Please contact your bank to set up an installment plan on own.
These services are provided by third-party financial companies. Approval and repayment terms are determined by them.
We do not control approval decisions or financing terms.
Do you offer cash on delivery (COD)?
Do you offer cash on delivery (COD)?
Cash on delivery is not available for high-value devices due to fraud and logistics risks.
All orders must be paid in full before shipment unless otherwise arranged.
I was charged but did not receive an order confirmation. What should I do?
I was charged but did not receive an order confirmation. What should I do?
First:
- Check your spam or junk folder.
- Verify the email address entered at checkout.
If you were charged but did not receive confirmation, contact our support team with:
- Your full name
- Order date
- Last four digits of your card
- Screenshot of the transaction (if possible)
We will investigate immediately.
Do you store my payment information?
Do you store my payment information?
No.
We do not store full credit card numbers. Payment processing is handled by certified third-party processors compliant with international security standards.
Can I change my payment method after placing an order?
Can I change my payment method after placing an order?
Once an order is processed, payment methods generally cannot be changed.
If you need to modify your order, contact us immediately. If the order has not shipped, cancellation and re-ordering may be possible.
What if I suspect fraudulent activity?
What if I suspect fraudulent activity?
If you suspect unauthorized use of your card:
- Contact your bank immediately.
- Notify us so we can flag the transaction for review.
We reserve the right to cancel orders that appear suspicious or high risk.
Why was my order canceled?
Why was my order canceled?
Orders may be canceled due to:
- Suspected fraud risk
- Payment verification failure
- Mismatch between billing and shipping details
- High-risk geographic flags from payment processors
If your order was canceled and you believe this was an error, contact us for review.
Will I receive a receipt?
Will I receive a receipt?
Yes.
After successful payment, you will receive:
- Order confirmation email
Please keep your confirmation for warranty and support purposes.
Are there additional fees at checkout?
Are there additional fees at checkout?
The total amount charged at checkout includes:
- Product price
- Applicable taxes (if required)
- Shipping (if applicable)
International customers may still be subject to customs duties or import taxes upon delivery.
What if I need an official invoice?
What if I need an official invoice?
If you require a business invoice:
- Contact our support team after placing your order.
- Provide company name and tax details.
We will issue an official invoice where applicable.
Why does my bank show a foreign transaction fee?
Why does my bank show a foreign transaction fee?
If your bank account is in a different currency than the checkout currency:
- Your bank may apply currency conversion fees.
- Foreign transaction fees are charged by your bank, not by us.
For fraud prevention and customer protection, we reserve the right to verify identity, request additional documentation, or cancel orders deemed high risk by our payment security system.
Shipping
Where do you ship from?
Where do you ship from?
Orders are shipped from our warehouse in Hong Kong or directly from our factory. Depending on product availability and destination, items may ship from different locations.
This allows us to reduce delivery time and ensure safe packaging for hydrogen and light therapy devices.
Do you ship internationally?
Do you ship internationally?
Yes. Most of our products can ship to most countries worldwide.
Please contact us directly on Whatsapp or email to check shipping availability and rates based on your location.
Please note:
- Some countries may have import restrictions on certain devices.
- Products may be subjected to import tax which customers are responsible for payment.
- Customers are responsible for ensuring products can be legally imported into their country.
How long does shipping take?
How long does shipping take?
Delivery time depends on your location and product availability.
Typical estimates:
- Hong Kong: 1–3 business days
- Asia: 7-14 business days
- United States / Canada: 14-28 business days
- Europe: 14-28 business days
- Other regions: 14-28 business days
Delivery times are estimates and may vary due to customs processing, local carrier delays, or peak seasons.
When will my order ship?
When will my order ship?
Orders are typically processed within 1–2 business days after payment confirmation.
You will receive a confirmation email once your order has shipped, including tracking information where available.
Orders placed on weekends or public holidays will be processed on the next business day.
How can I track my order?
How can I track my order?
Once your order is received, you'll get a confirmation email. You should receive your product within 1-3 working days If the destination is in Hong Kong.
If you do not receive your order within 3 business days, please contact our support team.
For international shipping you will receive a tracking number and a confirmation email once the product is shipped.
Do I need to pay customs duties or import taxes?
Do I need to pay customs duties or import taxes?
International orders may be subject to customs duties, VAT, or import taxes.
These fees are determined by your country’s customs authority and are not included in our product or shipping price unless explicitly stated at checkout.
Customers are responsible for any applicable import charges.
What happens if my package is delayed in customs?
What happens if my package is delayed in customs?
Customs processing times vary by country and are outside our control.
If your package is held by customs:
- The carrier may contact you for additional information.
- You may be required to pay import duties or provide documentation.
We recommend responding promptly to any customs request to avoid return-to-sender situations.
What if my package is lost?
What if my package is lost?
If you do not receive your products within a week in Hong Kong or if tracking shows no movement for an extended period, please contact us.
We will:
- Investigate with the carrier
- Determine whether the package is delayed or lost
- Arrange a replacement or resolution where appropriate
Please note: claims must be made within a reasonable time after expected delivery.
What if my item arrives damaged?
What if my item arrives damaged?
If your package arrives damaged:
- Take clear photos of the packaging and product immediately.
- Contact us within 48 hours of delivery.
- Do not discard the packaging until the claim is resolved.
We will work with you to replace or resolve the issue as quickly as possible.
What happens if I entered the wrong shipping address?
What happens if I entered the wrong shipping address?
Please contact us immediately if you notice an error.
If the order has not shipped, we can update the address.
If the order has already shipped:
- We may not be able to reroute the package.
- Additional reshipping fees may apply.
Customers are responsible for providing accurate shipping information at checkout.
What if my package shows delivered but I did not receive it?
What if my package shows delivered but I did not receive it?
If tracking shows “delivered”:
- Check with neighbors or building management.
- Contact the carrier directly.
- Notify us within 48 hours.
Once a package is marked delivered by the carrier, responsibility may transfer to the recipient. We will assist in filing a carrier claim when appropriate.
Can I change or cancel my order after placing it?
Can I change or cancel my order after placing it?
Orders can be modified or canceled before shipment.
Once shipped, the order falls under our return policy.
Please contact us as soon as possible if you need changes.
Do you ship lithium battery products safely?
Do you ship lithium battery products safely?
Yes, Within Hong Kong and Macau. Otherwise it depends on the country which is shipped to and their custom regulation.
Products containing lithium batteries are shipped in compliance with applicable international transport regulations (IATA/ICAO/ADR where applicable).
This may result in separate packaging or longer transit times in certain countries.
Do you offer expedited shipping?
Do you offer expedited shipping?
Expedited options may be available depending on destination.
Shipping costs for expedited service are calculated in real time. Please contact us directly if expedited shipping is necessary.
What happens if my package is returned to sender?
What happens if my package is returned to sender?
ackages may be returned due to:
- Incorrect address
- Failure to pay customs duties
- Failure to collect
- Rejected delivery
If a package is returned, reshipping fees may apply.
Shipping times are estimates only and are not guaranteed. Delays caused by customs, carrier disruptions, weather, public holidays, or force majeure events are outside our control.
Returns
What is your return policy?
What is your return policy?
We offer a limited return policy for eligible products purchased directly from hfizz.com.
To qualify for a return:
- The request must be made within 14 days of delivery (or adjust to your preferred window).
- The product must be unused, undamaged, and in original packaging.
- All accessories, manuals, and components must be included.
Products that show signs of use, damage, or missing components may not qualify for a refund.
Which items are not eligible for return?
Which items are not eligible for return?
For hygiene and safety reasons, the following items are generally non-returnable:
- Opened hydrogen inhalation accessories (e.g., nasal cannulas, tubing, filter)
- Used hydrogen bottles or water generators
- Consumables or replacement parts
- Clearance or promotional items (if applicable)
This protects all customers and ensures safety compliance.
Can I return a product if I changed my mind?
Can I return a product if I changed my mind?
Change-of-mind returns are not accepted.
What if my product is defective?
What if my product is defective?
If your product arrives defective or malfunctions within the warranty period:
- Contact us with your order number.
- Provide photos and videos of the issue.
- Our team will troubleshoot or authorize a replacement.
Defective products are covered under our warranty policy, not the standard return policy.
How do I initiate a return?
How do I initiate a return?
To start a return:
- Email hcentral.hk@gmail.com or WhatsApp +852 9347 4298 our support team with your order number.
- State the reason for return.
- Wait for return authorization instructions.
Do not ship products back without authorization.
Unauthorized returns may not be accepted.
Who pays for return shipping?
Who pays for return shipping?
- Approved defective product returns: we cover replacement shipping where applicable.
- International return shipping costs are the responsibility of the customer unless otherwise agreed.
We recommend using a trackable shipping service.
When will I receive my refund?
When will I receive my refund?
Once we receive and inspect your returned item:
- Refunds are processed within 5–10 business days.
- Refunds are issued to the original payment method.
- Bank processing times may vary.
If the returned item does not meet eligibility criteria, we will contact you before processing.
Are shipping fees refundable?
Are shipping fees refundable?
Original shipping charges are non-refundable unless:
- The product was defective
- We shipped the wrong item
What if my product was damaged during shipping?
What if my product was damaged during shipping?
If your item arrives damaged:
- Take clear photos and videos of packaging and product immediately.
- Contact us within 48 hours of delivery.
- Keep all packaging materials.
We will work with the carrier to resolve the issue.
Can I exchange a product instead of returning it?
Can I exchange a product instead of returning it?
Exchanges may be possible depending on stock availability.
If you would like a different model or upgrade, contact our support team to discuss options.
Any price difference must be paid before shipment of the replacement.
What happens if I return a product used or damaged?
What happens if I return a product used or damaged?
If a returned product shows signs of use, damage, missing components, or non-original packaging:
- We may refuse the return, or
- A restocking fee may apply (for example 10–20%)
We will notify you before final processing.
What is your restocking fee?
What is your restocking fee?
A restocking fee of up to 10–20% may apply in cases of:
- Returns requiring repackaging
- Missing non-essential packaging components
Restocking fees help cover inspection, sanitization, and processing costs.
Do you accept returns on international orders?
Do you accept returns on international orders?
International returns are accepted under the same eligibility rules.
However:
- Customers are responsible for return shipping costs.
- Customs duties and original import taxes are non-refundable.
- We are not responsible for customs clearance delays on returned goods.
What if my package was refused or returned to sender?
What if my package was refused or returned to sender?
If a package is returned due to:
- Incorrect address
- Refusal to pay customs duties
- Failure to collect
We may deduct:
- Original shipping cost
- Return shipping fees
- Customs handling charges
before issuing any refund.
Can I cancel my order?
Can I cancel my order?
Orders may be canceled before shipment.
Once shipped, orders fall under the return policy.
Contact us immediately if you need to cancel.
For hygiene and safety reasons, hydrogen inhalation devices and personal-use medical wellness equipment may not be eligible for return once used.