I. GENERAL INFORMATION
These are Xiaomi’s (“Xiaomi”, “we” or “our”) Overall Return Guidelines applicable only to products purchased by Consumer (“Consumer”, “You”) directly from Mi Technologies Philippines Corporation, a company incorporated under the Philippines law, with its registered address at Unit 1&2, 16th Floor, ORE Central Tower, 9th Avenue Corner 31st Street, Bonifacio Global City, Fort Bonifacio, City of Taguig, through our online shop www.mi.com/ph (“Website”).
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.
1. All Product(s) returns require a Return service number. You may obtain a service number by two ways:
1.1. Submit the Return/Replacement request on mi.com/ph order center available after logging in Consumer’s Mi Account.
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.
2. Before returning any products, ensure that you back up and delete your personal data and/or confidential information stored on the products. Sign out of any accounts associated with the product, including Xiaomi Mi Account and Google account on the Product(s). If the product can be connected to other devices, disconnect it before returning. Xiaomi is not be liable in any way for the loss of data if you fail to delete it before returning the Product(s).
3. Product(s) returned for refund that are received by Xiaomi under any of the following conditions are not eligible for return and will be rejected:
i. Product(s) was not purchased from 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 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.
iv. 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.
v. Product(s) that exhibits physical damage and malfunctions due to unavoidable disasters (e.g. floods, fires, earthquakes, lightning, and traffic accidents).
vi. 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.
vii. Product(s) which appears tampered, customized, or altered in any way.
viii. Any consumable product that already opened, such as hair clipper, toothbrush, shaver.
ix. 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.
x. 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.
II. STANDARD RETURN POLICY
You can return Product(s) purchased through the Website to Xiaomi only if they have manufacturing defects, for a refund or replacement, within seven (7) calendar days from the delivery date.
Note: At Xiaomi’s sole discretion, if the Product(s) are unavailable or out of stock for replacement, Xiaomi will issue a refund in accordance with this Return Policy.
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 if the 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/Replacement 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 via the order center by submitting the Return/Replacement request on mi.com/ph order center available after logging in Consumer’s Mi Account.
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.
2. After You fills out the return declaration, we offer you the option of returning the product via a freight prepaid option, You will receive a return label within 2 business days in an email sent to the address provided by the Consumer, which is an acknowledgment of Xiaomi's acceptance of the return request.
3. Then, You need to follow the instructions in the email: backup data and delete all personal data on the product, pack the Product(s) correctly, and order pick-up service to deliver it to Xiaomi Authorized Service Center. The proof of purchase shall be deliver to Xiaomi Authorized Service Center along with return products. The Product(s) must be sent for return to Xiaomi no later than 14 days after receiving the return label or your return shipping label will be invalid.
4. Then Xiaomi Authorized Service Center will process your return or replacement request upon receiving the Product(s).
5. After Xiaomi Authorized Service Center inspects the returned Product(s), and if they meet the return conditions, you will receive the refunds through your original payment method. For replacement request, a new product will be sent to you as soon as possible. If the returned Product(s) not meet the return conditions, by Xiaomi Authorized Service Center will directly send the Product(s) to You. In case of repair, Xiaomi will contact with You to agree the next steps.
V. ADDITIONAL RETURN INFORMATION
Bundles
Bundles include two or more items that can be purchased together in order to receive a discount.
Items sold as part of a Bundle cannot be returned individually for a refund.
PROMOTIONAL ITEMS AND GIFTS
Xiaomi may offer free promotional items with their Product(s). Xiaomi requires that promotional items be returned along with their Product(s).
NOT ELIGIBLE FOR RETURN
A) ITEM IS PAST THE RETURN PERIOD
If the Product(s) exceeds the eligible return period, it cannot be returned to Xiaomi. However, you 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, please contact Xiaomi Customer Service Center for further assistance.