I. GENERAL INFORMATION
This Overall Return Guidelines ("Return Policy") is applicable only to product(s) purchased by Consumer (“Consumer”, “You”) directly through online website www.mi.com/ph ( the “Website”) sold by Mi Technologies Philippines Corporation, (“Xiaomi”, “We” or “Our”) a company incorporated under the Philippines law, with its registered address at 16th Floor, Ore Central Tower, 9th Avenue with 31st Street, Bonifacio Global City, Taguig City, 1634, Philippines.
If you purchase products through any other sales channels, please contact directly the seller who sold the products to you.
All returns must comply with the Terms of Conditions available in our website mi.com/ph.
All return product(s) requires a Return Service Number (RSN) that you may obtain in the following:
1.1. Log-in to your Mi Account and submit the Return request in the Order Center.
1.2. Contact Xiaomi Customer Service Center through:
1.2.1 online chat, or
1.2.2 phone number (Monday to Saturday from 09:00 to 20:00): Toll-Free: 1800-1110-3128 (Free for Sun, Globe, BayanTek, Innove & Smart users); PSTN: (632) 8271-3230, or
1.2.3 email: service.ph@support.mi.com.
Before returning any product(s),please ensure that you back up and delete your personal data and/or confidential information stored in the product(s). Sign out any accounts associated with the product(s), including Xiaomi Mi Account and Google account. If the product can be connected to other devices, disconnect it before returning.Xiaomi shall not be liable or responsible for any loss or deletion of your data, if you fail to back-up, disconnect, disable or delete it before returning the product(s).
Product(s) subject for refund that falls under any of the following conditions shall not be eligible for return and shall be rejected for refund:
i. Product(s) was not purchased from the Website mi.com/ph.
ii. 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.
iii. Product(s) that was returned without the original packaging, items, accessories and its attachment including but not limited to the user manuals, cables, and all other items or accessories originally included in the product box. If incomplete condition upon receipt, the return requests shall be rejected.
iv. Product(s) that show physical damage due to improper use (e.g. dropping, pressure, exposure to liquids, etc.). On the otherhand, if the Product(s) received is in a defective, damage, or incorrect condition upon purchase, you may contact the Customer Service Center for further guidance.
v. Product(s) that exhibits physical damage and malfunctions due to unavoidable disasters caused by (e.g. floods, fires, earthquakes, lightning, and traffic accidents).
vi. Product(s) that shows damage by not using and maintaining the Product(s) in accordance with the instructions for use, including but not limited to, use of product at extreme temperatures, or use of unauthorized accessories, etc.
vii. Product(s) which appears tampered, customized, or altered in any way.
viii. Any consumable product(s) that was initially unboxed and already touched or opened, such as hair clipper, toothbrush, shaver.
ix. Product(s) that malfunction due to misused of accessories (e.g. scratch resistance, protective casing, etc.).
x. Product(s) sold by the Seller in bundle offers as part of the campaign, unless, all the Product(s) in the bundle offers were properly return in accordance with the requirement under this Return Policy.
II. STANDARD RETURN POLICY
You can return the Product(s) purchased through this Website for a refun upon showing proof of purchase or receipts when applying for relevant service, as set out below:
a) Manufacturing Issues
You may request for a refund within seven (7) calendar days from the delivery date.
b) Quality Issues
You may request for a refund within seven (7) calendar days from the delivery date.
For more information on the return process and policies, please see the Additional Return Information section of this page.
III. RETURN SHIPPING
Xiaomi will cover return shipping costs whenthe return meets the conditions above and offers the option to return of Product(s) via a pre-paid carrier. A return shipping label can be obtained by email after Return request successfully applied. A return product must be in accordance with Xiaomi’s return policy and logistic company policy. Customers must follow the return shipping instructions mentioned in Xiaomi's return policy and guide email.
IV. HOW TO RETURN A XIAOMI PRODUCT
The steps of return of Product(s) are as follows:
1. You can submit your return request to obtain the service number through:
a) Website by signing-in to your Mi Account and submitting the Return request available in the Order Center.
b) Xiaomi Customer Contact Center through:
i. online chat, or
ii. call our phone number (Monday to Saturday from 09:00 to 20:00): Toll-Free: 1800-1110-3128 (Free for Sun, Globe, BayanTek, Innove & Smart users); PSTN: (632) 8271-3230, or
iii. email: service.ph@support.mi.com
Note: If you are unable to create a return request, please contact Xiaomi Customer Contact Center for support.
Fill-out the return declaration, we will offer you the option of returning the product(s) via a freight prepaid. You will receive a return label within two (2) business days in the email address you provided, which serves as Xiaomi's acknowledgment of acceptance of the return request
You need to follow the instructions provided in your email, such as (a) to backup or delete all your personal data in the product, (b) properly pack the product(s) correctly, and (c) order pick-up service to deliver it to Xiaomi Authorized Service Center. The proof of purchase shall be delivered to Xiaomi Authorized Service Center along with the return product(s). The Product(s) to be returned must be sent to Xiaomi no later than fourteen (14) calendar days from receipt of the return shipping label, otherwise, your return shipping label will be invalid.
Then Xiaomi Authorized Service Center will process your return request upon receiving the Product(s).
Xiaomi Authorized Service Center will inspects the return product(s), and if they meet the return conditions, you will receive the refund through your original payment method. In cases of repair, Xiaomi will directly contact you to agree and follow the next steps or procedures.
V. ADDITIONAL RETURN INFORMATION
Bundles
a) Bundles include two or more items that can be purchased together in order to receive a discount.
b) Items sold as part of a Bundle cannot be returned individually for a refund.
PROMOTIONAL ITEMS AND GIFTS
Xiaomi may offer to provide free promotional items in the Product(s). Xiaomi requires that promotional items be returned along with the main Product(s).
NOT ELIGIBLE FOR RETURN
A) ITEM IS PAST THE RETURN PERIOD
If the Product(s) exceeds the eligible return period, a refund cannot be processed. However, your product may still be within the warranty period. To verify Xiaomi warranty coverage and options, please refer to Warranty Policy page(https://www.mi.com/ph/support/warranty/).
B) ITEM IS NON-REFUNDABLE OR NON-REPLACEABLE
If the Product(s) is non-refundable, non-replaceable or both, the Product(s) may still be within the warranty period. To verify Xiaomi warranty coverage and options, please refer to Warranty Policy page (https://www.mi.com/ph/support/warranty/).
If the Product(s) is within the return policy and time frame listed on the product page, but you cannot initiate a return request, please contact Xiaomi Customer Service Center for further assistance.