FAQ
1. Order & Payment
Q: What payment methods do you accept?
A: We accept online payment (FPX, credit/debit card) for website orders and bank transfer for WhatsApp orders.
Q: Can I pay a deposit instead of full payment?
A: For website orders, full payment is required. For WhatsApp orders, a non-refundable RM50 booking fee is required to secure your installation slot.
2. Delivery & Installation
Q: How long does it take to schedule installation?
A: After payment or booking fee is received, our team will contact you within 3–5 working days to arrange free installation.
Q: Is installation free?
A: Yes, standard installation is free for all water purifiers within West Malaysia.
Q: What if I’m not home during installation?
A: Please inform us at least 24 hours in advance to reschedule. Missed appointments may incur a revisit fee.
3. Product & Usage
Q: Do your water purifiers use Korean filtration technology?
A: Yes, all Hydrolux water purifiers use advanced Korean 4-stage filtration systems.
Q: Are your filters JAKIM Halal certified?
A: Yes, our filters are officially JAKIM Halal certified. All filter materials and manufacturing processes comply with JAKIM’s Halal requirements, making them fully safe and suitable for Muslim households. If you would like to see the Halal certificate, please contact our team—we are happy to provide it upon request.
Q: Can I install the purifier myself?
A: We recommend professional installation to ensure proper setup and warranty coverage.
Q: How often do I need to replace the filters?
A: Most filters should be replaced every 12 months, depending on usage and water quality.
4. Warranty & After-Sales
Q: What warranty do you offer?
A: All Hydrolux water purifiers come with a 1-year warranty covering manufacturer defects (not including consumables or misuse).
Q: How do I request warranty service?
A: Contact us via email (sales@hydrolux.com.my) or WhatsApp (+6014-793 6682 / +6011-1255 1941) with your order number and issue details.
5. General & Contact
Q: How can I contact customer support?
A: Email sales@hydrolux.com.my or WhatsApp +6014-793 6682 / +6011-1255 1941 during business hours (Mon–Sat, 10am–6pm).
Q: Can I view or purchase your products offline?
A: Currently, we operate online only and do not offer a showroom or walk-in purchase option.