Support - Warranty | Xiaomi Philippines

LIMITED WARRANTY STATEMENT

This limited warranty shall apply to Xiaomi products. For ecosystem product defects under normal use circumstances, and at the discretion of the company, Xiaomi shall provide free of charge repair and/or replacement services within the warranty period.

The limited warranty period starts from the date the customer first purchases the product.

1. This limited warranty is only valid in Philippines, 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.

2. 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.

3. 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.

4. 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.

5. 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) Liquid damage due to liquid ingression.
   e) Deterioration of the product caused by normal wearing and tearing, including but not limited to rust or stains.
   f) Any other circumstances that are contradictory or are not in compliance with business ethics.

6. 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.

7. 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.

8. Repair or replacement will be carried out through the Xiaomi authorized service center.

9. The obligation under this warranty shall be limited to repair or providing replacement of parts only.

10. 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.

11. 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.

12. 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.

13. 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.

14. This warranty will automatically be expired on the expiry of the warranty period as specified herein.

15. No dealer/distributor/retailer has authority to vary the terms of above warranty.

16. Warranty is applicable only for products purchased in Philippines. Applicable service charges may be different for products purchased outside of Philippines.

17. Any issues relating to the Product, customer may send an email to service.ph@support.mi.com , or contact the Customer Service Center: 1-800-131-20048 (PLDT), 1-800-8386-5529 (Globe) Mon – Sat : 9am – 6pm.

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.

The limited warranty period starts from the date the customer first purchases the product.

1. This limited warranty is only valid in Philippines, 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.

2. 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.

3. 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.

4. 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.

5. 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) Liquid damage due to liquid ingression.
   e) Deterioration of the product caused by normal wearing and tearing, including but not limited to rust or stains.

6. 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.

7. Customer’s original invoice/receipt with corresponding model and serial number of the unit must be presented to claim warranty.

8. Repair or replacement will be carried out through the Xiaomi authorized service center.

9. For installation of TV product, customer may contact dealer/distributor/retailer who sell the product.

10. 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.

11. 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.

12. 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.

13. This warranty will automatically be expired on the expiry of the warranty period as specified herein.

14. No dealer/distributor/retailer has authority to vary the terms of above warranty.

15. Warranty is applicable only for products purchased in Philippines. Applicable service charges may be different for products purchased outside of Philippines.

16. Any issues relating to the Product, customer may send an email to service.ph@support.mi.com , or contact the Customer Service Center: 1-800-1312-0048, 1-800-8386-5529 (Monday to Saturday 09: 00-18: 00 pm).

Overall Return Guidelines OF Philippines MI.COM

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 16th Floor, Ore Central Tower, 9th Avenue with 31st Street, Bonifacio Global City, Taguig 1634, 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.