Overall Return Guidelines
I. General Information
1. These are Xiaomi’s (“Xiaomi”, “we” or “our”) Overall Return Guidelines applicable only to products purchased by Consumer (“Consumer”, “You”) directly from Xiaomi Smart Co. Limited through its online shop at www.mi.com/sa (“Website”).
2. Xiaomi Smart Co. Limited is a limited liability company incorporated under the laws of the Kingdom of Saudi Arabia, with commercial registration number 1009194371, tax identification number (TIN) 312857557900003, and a registered address at 7421 King Fahad Road Al Olaya District Unit 1141 Riyadh 12212 – 3143, the Kingdom of Saudi Arabia (“KSA”).
3. If You purchase products through any other sales channels, please contact the seller who sold the products to You.
4. All returns must comply with the Terms of Conditions of [the Kingdom of Saudi Arabia] available through mi.com/sa.
5. All Product(s) returns require a Return service number. You may obtain a service number by two ways:
(i) Submit the Return/Replacement request on mi.com/sa order center available after logging in Consumer’s Mi Account.
(ii) Contact Xiaomi Customer Service Center through:
· online chat, or
· phone number: (8001202002) (Sunday to Thursday from 10:00 to 19:00), or
· email: service.sa@support.mi.com
6. 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 liable in any way for the loss of data if you fail to delete it before returning the Product(s).
7. 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/sa,
(ii) Product(s) which were non-prefabricated, manufactured according to the customer’s specifications and intended to meet their individual needs, unless such Product(s) are defective or do not meet the agreed specifications,
(iii) Product(s) which, after delivery, due to their nature, become inseparably combined with other items,
(iv) Product(s) which are delivered in a sealed packaging which, once opened, cannot be returned if the packaging has been opened after delivery,
(v) Product(s) are online, downloadable or digital versions software, unless such Product(s) cannot be downloaded due to a software issue or do not conform to the agreed specification ,
(vi) software, audio and video recordings in an open package.
Please refer to Article 13(2) of the E-Commerce Law (issued by Royal Decree No. M/126, dated 10 July 2019) and Article 11 of the Implementing Regulations of the E-Commerce Law (issued by the Ministry of Commerce, dated 14 January 2020) for more details.
8. The Product(s) shall be returned with all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product.
II. Standard Return Policy
You can return the Product(s) purchased through the Website to Xiaomi as follows:
1. Product (s) of proper quality:
In accordance with Article 13(1) of the E-Commerce Law (issued by Royal Decree No. M/126, dated 10 July 2019), You can return for refund, without any reason, within seven (7) calendar days from the delivery date provided that the Products are not ineligible for a refund under Part I, Article 7 of this Return Policy and the Product(s) are returned with the original packaging, sealed and unopened; OR
2. Product (s) of manufacturing problems:
In case the lack of conformity of the Product(s);
(i) You can request replacement within fourteen (14) days from the delivery date (after fourteen (14) days, replacement is not applicable); OR
(ii) You can apply to your legal warranty rights under K.S.A. Laws within two (2) years with the purchase agreement existing at the time of its delivery of the Product(s) unless Xiaomi has specified a longer shelf life of the Product(s).
More information is available on Warranty Policy page [for Arabic: https://www.mi.com/sa-ar/support/warranty/ & for English https://www.mi.com/sa-en/support/warranty/].
Note: Xiaomi may choose to replace if You request a repair, or Xiaomi may choose to repair if You request a replacement, if meeting the conditions to adapt the Product(s) to the purchase agreement in the manner chosen by You is impossible or would involve excessive costs for Xiaomi. If the costs of both repair and replacement are impossible or excessive, Xiaomi has the right to refuse to adapt the Product(s) to the purchase agreement.
For more information on Website return process and policies, please see the Additional Return Information sections of this page.
III. Return Shipping
Xiaomi will bear the return shipping costs in the case set forth above. Xiaomi reserves the right to refuse to cover the cost of returning the Product(s) if, due to the nature of the product (e.g. size or weight), it cannot be sent back in the usual way by mail. A return product must be in accordance with Xiaomi’s return policy and logistic company policy. A return shipping label can be obtained by email after Return/Replacement request successfully applied.
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:
You can submit your return request to obtain the service number through:
1. Website via the order center by submitting the Return/Replacement request on mi.com/sa order center available after logging in Consumer’s Mi Account.
2. Xiaomi Customer Contact Center through:
(i)online chat, or
(ii)call our hotline number at (8001202002) (available between Sunday to Thursday at 10:00-19:00); or
(iii)Email support: service.sa@support.mi.com.
Note: If you are unable to create a return request, please contact Xiaomi Customer Contact Center for support.
3.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.
4.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 drop off to the nearest post office or order pick-up service (if applicable) 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.
5.Then Xiaomi Authorized Service Center will process your return request upon receiving the Product(s).
6.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
· 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 [for Arabic: https://www.mi.com/sa-ar/support/warranty/ & for English https://www.mi.com/sa-en/support/warranty/].
· 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 [for Arabic: https://www.mi.com/sa-ar/support/warranty/ & for English https://www.mi.com/sa-en/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.
Nothing in this policy shall limit rights of Consumers under applicable laws.