Warranty
- Return Policy
- Xiaomi Phone
- Smart Devices
- Xiaomi Accessories
- Xiaomi TV
RETURN POLICY OF MALAYSIA MI.COM (https://www.mi.com/my)
This Return Policy applies only to product(s) (“Product(s)”) purchased from www.mi.com/my (“Website”). If you purchased product(s) from an online website or offline stores other than the Website, please refer to the relevant online website or offline store for the return policy. This Return Policy only reflects procedures relating to cases where you submit the return to Xiaomi Technologies (Malaysia) Sdn Bhd (the “Seller”).
STANDARD RETURN POLICY
You can return for refund and/or replace the Product(s) purchased through the Website to the Seller as follows:
a) Product (s) of proper quality:
You can return for refund, without any reason, within seven (7) calendar days from the delivery date or the invoice, which is later; OR
b) Product (s) of manufacturing problems:
You can return for refund or replacement within fifteen (15) calendar days from the delivery date or the invoice, which is later.
Note: Subject to the sole discretion of the Seller, if the Product(s) may not be available or no longer in stock for refund and/or replace, the Seller shall refund according to the terms under this Return Policy.
HOW TO RETURN OF PRODUCT TO THE SELLER
The steps of return of Product(s) for refund and/or replace are as follows:
1. Self-return request
You can submit your return request to obtain the service number through:
a) Website via the order center, Xiaomi Support (https://www.mi.com/my/support)); or
b) Xiaomi Customer Contact Center through online chat or call our hotline number at 1800-180-112 (available between Monday to Friday at 09:00-18:00); or
c) Email support: service.my@support.mi.com.
Note: If you are unable to create a return request, please contact Xiaomi Customer Contact Center for support.
2. Pick up the Product(s) by the Logistics Service Provider
(1) Seller offers the option to return of Product(s) via a pre-paid carrier. After creating the return waybills through Xiaomi Customer Contact Center, you shall obtain a tracking number and the email instruction to pack the Product(s) promptly. And, the designated logistics provider, namely GD Express Sdn Bhd (“Logistics Service Provider”) shall arrange to pick up your Product(s) at the specified delivery location and deliver to our Authorized Service Center within 2 business days or otherwise. Please note that each return waybills shall be invalid within 14 days, and the return request will be cancelled accordingly.
(2) Before sending the Product(s), you shall back up and delete your personal data and/or confidential information stored in the Product(s). You also need to sign out of your Xiaomi Mi account and Google account on the Product(s) such as Xiaomi phones/pads. If your Product(s) is a product that can be connected to other devices belonging to you, please make sure to disconnect the Product(s) from your devices before returning the Product(s). The Seller shall not be liable in any way for the loss of data that is not deleted by you prior to the return process
(3) In order for your Product(s) return request to be accepted by the Seller, you must properly pack the Product(s) for return and include the original or photocopy of the Product invoice and the printout of a tracking number with the return waybills together with the Product(s). For more detailed information about packaging, you can review the “PACKING INFORMATION” section below.
(4) Pack your Product(s) in accordance with the information in the Packaging Information section and deliver the Product together with the product return code to the Logistics Service Provider within 7 days from the date of receipt return code sent to you. Please review step above for the return code request process.
3. Track your shipment
After you deliver your return package to the Logistics Service Provider that the Seller has an agreement with, the Logistics Service Provider will send the Product to the Seller or to a center determined by the Seller.
You can use the shipping code to track the status of your shipment. Regarding the free returns policy, please review the “FREE RETURN” policy herein under the section below.
4. Process for refund or replacement
Seller will process your return request within the legal period after receiving the Product(s) you want to return. Subject to the original payment method, after examining the returned Product(s), the Seller shall refund the Product(s) price to you via the payment method you used when purchasing the Product(s), within 14 days from the date on which the notification regarding the use of the right of withdrawal is received. For the replacement, after examining the returned Product(s) at Seller’s sole discretion, if it meets the replacement condition, the new Product(s), subject to STANDARD RETURN POLICY, will be sent to your original order’s delivery address.
If there is a situation where you cannot exercise your right of withdrawal in accordance with the legislation, or if the Product(s) is in a non-refundable condition or non-replaceable condition (Please see “NON-REFUNDABLE OR NON-REPLACABLE PRODUCTS”, the Product(s) will be returned directly to you by the Seller.
PACKAGING INFORMATION
When returning the Product(s) purchased, you must send them to the Seller by packaging them together with all kinds of accessories, devices, and similar attachments and promotional products (“Attachment”), if any, in addition to the Product(s) in the original box/package in which the Product(s) were delivered to you by the Seller, otherwise, the return of Product(s) may be refused for a refund, upon the sole discretion of Seller.
In addition, you should put the Product(s) and its Attachment in the package that you will send to the Seller, together with the original or photocopy of the Product(s) invoice and the hardcopy of a tracking number with the return waybills that we have sent to you in line with your return request.
FREE RETURN
If you return the Product(s) through the Logistics Service Provider specified in this Return Policy and engaged with the Seller, the return costs will be borne by the Seller. If the return is sent to the Seller through a company other than the Logistics Service Provider that the Seller has contracted with, the costs of the return are your responsibility. Please find the requirement in the “STANDARD RETURN POLICY” “HOW TO RETURN OF PRODUCT TO THE SELLER” and other relevant information under this Policy for more details.
REPLACEMENT REQUEST
The procedures and conditions regarding the return stipulated in this Return Policy are also applicable for Product(s) exchange requests. In this context, you can request a replacement of the Product(s) purchased by following the steps in the “HOW TO RETURN OF PRODUCT TO THE SELLER” of this Return Policy.
NOT ELIGIBLE FOR RETURN AND/OR REPLACEMENT
You may not return and/or replace Product(s) under the following conditions:
(a) PRODUCTS PAST THE RETURN PERIOD
Product has passed the product return period as stated under this Policy. You cannot apply for a Product Return to the Seller, but you can still apply for repairs to the Product according to the warranty period applicable to the Product unit.
Further information regarding the scope and options of the Xiaomi warranty can be accessed through https://www.mi.com/my/support/warranty/
(b) NON-REFUNDABLE OR NON-REPLACABLE PRODUCTS
It is not possible to return your product to the Seller if there is an occurrence of any of the following:
(1) Product(s) was not purchased from the Website.
(2) Product(s) with lost, damaged, modified, or illegible IMEI or serial number labels, manufacturer's model, and/or warranty labels in part or in whole.
(3) Product(s) that is returned without all original packaging, initial items and its Attachment including but not limited to the Product box, user manuals, cables, and all other items originally included in the Product box. Product return requests received in incomplete condition will be rejected.
(4) Product(s) that show physical damage due to improper use (e.g. dropping, pressure, exposure to liquids, etc.). The exception in this condition is if you receive the Product(s) in a defective, damaged, or incorrect condition since the beginning of the purchase. In this condition, you may contact the Customer Service Center for further guidance. This condition is not included in the category of Product Return application.
(5) Product(s) that exhibits physical damage and malfunctions due to unavoidable disasters (e.g. floods, fires, earthquakes, lightning, and traffic accidents).
(6) Product(s) that show damage due to you not using and maintaining the Product(s) in accordance with the instructions for use, including but not limited to use at extreme temperatures, use of unauthorized accessories, etc.
(7) Product(s) which appears tampered, customized, or altered in any way.
(8) Any consumable product that already opened, such as hair clipper, toothbrush, shaver.
(9) Product(s) that have malfunctioned due to accessories (scratch resistance, protective casing, etc.). Products in this condition cannot be used as a reason for returning the Product to get a replacement unit.
(10) Product(s) that the Seller has sold as part of a bundle offers campaign, unless all Product(s) in the bundle offers campaign are properly returned in accordance with the requirement under this Return Policy.
LIMITED WARRANTY STATEMENT
This limited warranty shall apply to Xiaomi products. For handset defects under normal use circumstances and at the discretion of the company, Xiaomi shall provide free of charge repair service within the warranty period.
Item | Warranty Period | Scope of Warranty | Warranty service |
Hardware product main parts | 1 year | Labor and parts | Walk in |
Xiaomi original adapter and other accessories packaged with the product | 6 months | Labor and parts | Walk in |
The Limited Warranty starts from the day the customer receives the product.
SUPPLEMENTARY SPECIFICATION
This limited warranty is only valid in Malaysia, and the product is not eligible for any international warranty service. To the fullest extent permitted by law, warranty service may only be performed by Xiaomi or Xiaomi authorized service centers.
Xiaomi may conduct diagnostic tests on customers' products to identify the causes of failures/defects. Before returning any unit for service, customer should back up data and remove any confidential and/or personal information from the product. Xiaomi is not responsible for damage or loss of any program, data, or removable storage media.
Prior to contacting a Xiaomi service agent, please prepare to provide the following information is at hand:
Model, serial number, and IMEI number if available.
Customer’s full address and contact information.
Purchase order number, a copy of the customer’s original invoice/receipt.
The warranty in respect of a repaired product/part will continue to be warranted for the remaining of its warranty period, or 30 days from the date of completion of repair, whichever is longer.
The warranty will continue in the event that the product is found to be defective after OTA upgrade released by Xiaomi officially (no hardware defects).
This warranty does not cover the following cases:
The product serial number, IMEI number or warranty seal is illegible or has been removed, erased, defaced, altered, and/or tampered. If any accessory or external part of the product is missing.
Any damage occurs in/on outer surface of the product, including but not limited to cracks, dents or scratches on the exterior cases, screens, camera lenses, buttons and other attachments.
Deterioration of the product caused by normal wearing and tearing, including but not limited to rust or stains;
Any other circumstances that are contradictory or are not in compliance with business ethics.
Xiaomi will determine whether a product is "Out of Warranty" at the company’s discretion according to the standards listed above. Repair of Out of Warranty products shall be separately quoted by the Xiaomi service center and respective service shall be provided upon service fee payment.
PREMIUM SERVICE TERMS AND CONDITIONS
XIAOMI SMARTPHONE INTERNATIONAL WARRANTY SERVICE
LIMITED WARRANTY STATEMENT
This Accessory Products Limited Warranty covers smart devices sold on www.mi.com/my/ .
Item | Repair | Scope of Warranty | Warranty service | Warranty Support Document |
Mi Band | 1 year (excluding strap), accessories 6 months | Labor and parts | Walk in | Purchase Order No. |
Mi TV Box | Box 1 year, accessories 6 month | Labor and parts | Walk in | Purchase Order No. |
Mi Router | 1 year, accessories 6 months | Labor and parts | Walk in | Purchase Order No. |
Mi Air Purifier | 1 year (excluding filter), accessories 6 months | Labor and parts | Walk in | Purchase Order No. |
Mi LED Desk Lamp EN | 1 year, accessories 6 months | Labor and parts | Walk in | Purchase Order No. |
Mi Watch | 1 year (excluding wristband) | Labor and parts | Walk in | Purchase Order No. |
Mi Smart Scale/Mi Body Composition Scale | 1 year | Labor and parts | Walk in | Purchase Order No. |
Xiaomi Robot Vacuum | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Xiaomi Vacuum Cleaner | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Xiaomi Smart Humidifier | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Xiaomi Smart Dehumidifier | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Xiaomi Smart Fan | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Xiaomi Electric Kettle | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Xiaomi Smart Blender | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Xiaomi Smart Cooking Robot | 2 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Hair Dryer | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Electric Shaver | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Pet Feeder | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Xiaomi Smart Pet Fountain | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Hair Clipper | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Bluetooth Toothbrush | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Smart Camera | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
Dashcam | 1 year for Main parts, 6 months for accessories, no warranty for consumable, cosmetic accessories | Labor and parts | Walk in | Purchase Order No. |
The Limited Warranty starts from the day the customer receives the product.
During the warranty period, if any accessory defect is inspected and confirmed by a Xiaomi authorized service center, a free replacement service shall be provided.
SUPPLEMENTARY SPECIFICATION
This limited warranty is only valid in Malaysia, and the product is not eligible for any international warranty service. To the fullest extent permitted by law, warranty service may only be performed by Xiaomi or Xiaomi authorized service centers.
Xiaomi may conduct diagnostic tests on customers‘ products to identify the causes of failures/defects. Before returning any unit for service, customer should back up data and remove any confidential and/or personal information from the product. Xiaomi is not responsible for damage or loss of any program, data, or removable storage media.
Prior to contacting a Xiaomi service agent, please prepare to provide the following information is at hand:
Model, serial number, and IMEI number if available.
Customer’s full address and contact information.
Purchase order number, a copy of the customer’s original invoice/receipt.
This warranty does not cover the following cases:
The product serial number, IMEI number or warranty seal is illegible or has been removed, erased, defaced, altered, and/or tampered. If any accessory or external part of the product is missing.
Any damage occurs in/on outer surface of the product, including but not limited to cracks, dents or scratches on the exterior cases, screens, camera lenses, buttons and other attachments.
Warranty service of the Mi Band strap will be invalid if it becomes dirty, damaged due to contact with chemical agents, sharp objects, improper handling, accident, abuse, or etc. And under abnormal use or conditions such as sauna, swimming, etc.
General maintenance, password reset assistance, cleaning, application update/installation , product demonstration, or any other service other than repair/replacement;
Deterioration of the product caused by normal wearing and tearing, including but not limited to rust or stains;
Any other circumstances that are contradictory or are not in compliance with business ethics.
Xiaomi will determine whether a product is “Out of Warranty” at the company’s discretion according to the standards listed below. Repair of Out of Warranty products shall be separately quoted by the Xiaomi service center and respective service shall be provided upon service fee payment.
Violation of the warranty terms, invalidate warranty, expired warranty, or other reason.
During the warranty period, in the event of a violation which is defined as customer induced damage, such as self-repairs, exposure to water, damage caused by misuse, alternation, failure to comply with product manual, etc.
LIMITED WARRANTY STATEMENT
This Accessory Products Limited Warranty covers smart devices sold on www.mi.com/my/ .
Item | Repair | Scope of Warranty | Warranty service | Warranty Support Document |
|---|---|---|---|---|
Power Banks | 6 months | Labor and parts | Walk in | Purchase Order No. |
Headphones | 6 months | Labor and parts | Walk in | Purchase Order No. |
Batteries | 6 months | Labor and parts | Walk in | Purchase Order No. |
Battery Chargers | 6 months | Labor and parts | Walk in | Purchase Order No. |
Adapters | 6 months | Labor and parts | Walk in | Purchase Order No. |
USB Cables | 6 months | Labor and parts | Walk in | Purchase Order No. |
LED Light Prime | 6 months | Labor and parts | Walk in | Purchase Order No. |
USB Fan | 6 months | Labor and parts | Walk in | Purchase Order No. |
Bluetooth Speaker | 1 year | Labor and parts | Walk in | Purchase Order No. |
Mi Scale | 1 year | Labor and parts | Walk in | Purchase Order No. |
Mi Selfie Stick | 1 year | Labor and parts | Walk in | Purchase Order No. |
Mi Rollerball Pen | 1 year | Labor and parts | Walk in | Purchase Order No. |
Mi WiFi Repeater | 1 year | Labor and parts | Walk in | Purchase Order No. |
Yeelight LED lightbulb | 1 year | Labor and parts | Walk in | Purchase Order No. |
Mi Headphones Comfort | 1 year ,accessories 6 months | Labor and parts | Walk in | Purchase Order No. |
Mi Bluetooth Headset Basic | 1 year | Labor and parts | Walk in | Purchase Order No. |
Laptop | Main Device 2 years; Accessories (adapter & cable) 12 months; 7 days quality issue replacement | Labor and parts | Walk in | Purchase Order No. |
The Limited Warranty starts from the day the customer receives the product.
During the warranty period, if any accessory defect is inspected and confirmed by a Xiaomi authorized service center, a free replacement service shall be provided.
SUPPLEMENTARY SPECIFICATION
This limited warranty is only valid in Malaysia, and the product is not eligible for any international warranty service. To the fullest extent permitted by law, warranty service may only be performed by Xiaomi or Xiaomi authorized service centers.
Xiaomi may conduct diagnostic tests on customers‘ products to identify the causes of failures/defects. Before returning any unit for service, customer should back up data and remove any confidential and/or personal information from the product. Xiaomi is not responsible for damage or loss of any program, data, or removable storage media.
Prior to contacting a Xiaomi service agent, please prepare to provide the following information is at hand:
Model, serial number, and IMEI number if available.
Customer’s full address and contact information.
Purchase order number, a copy of the customer’s original invoice/receipt.
This warranty does not cover the following cases:
The product serial number, IMEI number or warranty seal is illegible or has been removed, erased, defaced, altered, and/or tampered. If any accessory or external part of the product is missing.
Any damage occurs in/on outer surface of the product, including but not limited to cracks, dents or scratches on the exterior cases, screens, camera lenses, buttons and other attachments.
General maintenance, password reset assistance, cleaning, application update/installation , product demonstration, or any other service other than repair/replacement;
Deterioration of the product caused by normal wearing and tearing, including but not limited to rust or stains;
Any other circumstances that are contradictory or are not in compliance with business ethics.
Xiaomi will determine whether a product is “Out of Warranty” at the company’s discretion according to the standards listed below. Repair of Out of Warranty products shall be separately quoted by the Xiaomi service center and respective service shall be provided upon service fee payment.
Violation of the warranty terms, invalidate warranty, expired warranty, or other reason.
During the warranty period, in the event of a violation which is defined as customer induced damage, such as self-repairs, exposure to water, damage caused by misuse, alternation, failure to comply with product manual, etc.
LIMITED WARRANTY STATEMENT
This limited warranty shall apply to Xiaomi products only. For product under normal use circumstances and at the discretion of Xiaomi authorized service center shall provide free of charge repair and/or replacement service within the warranty period.
Product | Warranty Period | Warranty service |
|---|---|---|
MI TV | 24 Months | On-Site |
Main Parts | 24 Months | On-Site |
Accessories (Remote Control, the base) | 6 Months | Walk in/On-Site |
The limited warranty period starts from the date the customer first purchases the product.
This limited warranty is only valid in Malaysia, and the product is not eligible for any international warranty service. To the fullest extent permitted by law, warranty service may only be performed by Xiaomi or Xiaomi authorized service centers.
Xiaomi may conduct diagnostic tests on customers' products to identify the causes of failures/defects. Before returning any unit for service, customer should remove any confidential and/or personal information from the product. Xiaomi is not responsible for damage or loss of any program, data, or removable storage media.
Prior to contacting a Xiaomi service agent, please prepare to provide the following information is at hand: a) Model, serial number if available. b) Customer’s full address and contact information. c) Purchase order number, a copy of the customer’s original invoice/receipt.
The warranty in respect of a repaired product/part will continue to be warranted for the remaining of its warranty period, or 30 days from the date of completion of repair, whichever is longer.
This warranty does not cover the following cases: a) If the product serial number or warranty seal is illegible or has been removed, erased, defaced, altered, and/or tampered. If any accessory or external part of the product is missing. b) Any natural wear and tear, usage under extreme conditions, damage due to improper care (accident, misuse, damage due to improper care (accident, misuse or negligence) and damage caused by lightning, abnormal voltage, acts of god such as floods, fires or earthquakes. c) If any damage occurs in/on outer surface of the product, including but not limited to cracks, dents or scratches on the exterior cases, screens, buttons and other attachments. d) Deterioration of the product caused by normal wearing and tearing, including but not limited to rust or stains; e) Any other circumstances that are contradictory or are not in compliance with business ethics.
Xiaomi will determine whether a product is "Out of Warranty" at its discretion according to the standards listed above. Repair of Out of Warranty products shall be separately quoted by Xiaomi authorized service center and respective service shall be provided upon service fee payment.
Warranty is only limited to the first purchaser of this product and it is not transferrable. Customer’s original invoice/receipt with corresponding model and serial number of the unit must be presented to claim warranty.
Repair or replacement will be carried out through the Xiaomi authorized service center.
For installation of TV product, customer may contact dealer/distributor/retailer who sell the product.
The obligation under this warranty shall be limited to repair or providing replacement of parts only.
In case of any damage during transit by Customer, the product shall be repaired by the authorized service center on chargeable basis and warranty for unexpired period to continue from the date the customer first purchases the product.
Xiaomi and/or Xiaomi authorized service center reserves the right to retain any parts or components replaced at its discretion, in the event of a defect being noticed in the equipment during warranty period.
Replacement of parts would be at the sole discretion of Xiaomi. In case the replacement of the entire unit is being made, the same model shall be replaced and if such model has been discontinued, it shall be replaced with the model equivalent as deemed by Xiaomi.
In the event of any unforeseen circumstance, and spares not being available, Xiaomi’s prevailing depreciation rules will be binding on the Customer to accept as a commercial solution in lieu of repairs.
This warranty will automatically be expired on the expiry of the warranty period as specified herein.
No dealer/distributor/retailer has authority to vary the terms of above warranty.
Warranty is applicable only for products purchased in Malaysia. Applicable service charges may be different for products purchased outside of Malaysia.
Any issues relating to the Product, customer may send an email to service.my@support.mi.com , or contact the Customer Service Center: 1800 18 0112 (Monday to Friday 09: 00-18: 00 pm).