warranty - Xiaomi Saudi Arabia

XIAOMI ECO-PRODUCT WARRANTY NOTICE

This contractual warranty (“Warranty”) provided by Xiaomi Smart Co. Limited (“Xiaomi”) applies only to the hardware components of Xiaomi Products purchased hereunder (hereafter “Product”) that can be identified by the “Xiaomi” or “Mi” trademark, trade name, or logo affixed to it and shall not apply to any other Xiaomi branded products whether purchased prior or after. It also does not apply to any software or other equipment that are branded or sold by Xiaomi or third parties.

LIMITED PRODUCT WARRANTY

Xiaomi warrants in addition to your statutory rights, that the Products are free from manufacturing defects. The following warranty period (“Warranty Period”) applies to Products used in accordance with their ordinary use and with a reasonable standard of care, during the Warranty Period.

The Warranty Period and specifications are subject to the laws of the Kingdom of Saudi Arabia.

Notwithstanding the foregoing clause, Xiaomi does not exclude, limit or suspend the minimum legal warranty period imposed by applicable law.

Xiaomi does not guarantee that the operation of the Product will be free from performance or operational defects.

Xiaomi is not liable for damages arising from failure to comply with the Product User Manual or from negligent use.

REMEDIES

If a hardware defect is found and a valid claim is received by Xiaomi within the Warranty Period, Xiaomi will either (1) repair the product at no charge, (2) replace the product, or (3) refund the Product, excluding potential shipping costs, according to the Warranty Service instructions below.

HOW TO OBTAIN WARRANTY SERVICE

To obtain the warranty service (“Warranty Service”), you must deliver the Product in its original packaging, to the address specified by Xiaomi at the time of your request or take it to Xiaomi authorized service center (“Xiaomi Authorized Service Center”). In accordance with applicable law, Xiaomi may require you to provide proof of purchase details and a warranty card with serial number of the Product.

Before returning any Product for Warranty Service, it is your sole responsibility to backup any information, data, software, or other materials you may have stored or preserved on the Product. You also need to sign out of your Xiaomi Mi account, Google account and other personal accounts on the Product(s) such as Xiaomi/Redmi smart watches, Xiaomi/Redmi bands, etc. 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).

Xiaomi may conduct diagnostic tests on your Products to identify the causes of failures/defects. It is likely that such information, data, software, or other materials will be lost or reformatted during the provision of the Warranty Service, and Xiaomi will not be responsible for any such damage or loss. Recovery and reinstallation of software programs and user data are not covered under this Warranty.

EXCLUSIONS AND LIMITATIONS

The Warranty does not apply to any: (a) Damage due to acts of nature or God, for example, lightning strikes, tornadoes, flood, fire, earthquake or other external causes; (b) Negligence by the customer; (c) Commercial use; (d) Alterations or modifications to any part of the Product; (e)  Damage caused by use with non-Xiaomi products; (f) Damage caused by accident, abuse, or misuse; (g) Damage caused by operating the Product outside the permitted or intended uses described by Xiaomi or with improper voltage or power supply; (h) Damage caused by services (including upgrades and expansions) performed by anyone who is not a representative of Xiaomi or (i) failure to follow instructions relating to the Product User Manual.

No Xiaomi reseller, agent, or employee is authorized to make any modification, extension, or addition to this Warranty.

If any term of this Warranty is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

Except as prohibited by law or otherwise agreed by Xiaomi, any aftersales services shall be limited to the country of the original purchase.

Products which were not duly imported and/or were not duly manufactured by Xiaomi and/or were not duly acquired from Xiaomi or a Xiaomi’s official seller are not covered by the present Warranty.

You may benefit from warranties from the non-official/unauthorized retailer who sold the product. Therefore, Xiaomi invites you to contact the retailer from whom you purchased the product.

The present warranties do not apply outside of the Kingdom of Saudi Arabia.

IMPLIED WARRANTIES

Except to the extent prohibited by applicable law, all implied warranties (including warranties of merchantability and fitness for a particular purpose) shall be limited to the duration of this Warranty.

DAMAGE LIMITATION

Except to the extent prohibited by applicable law, Xiaomi shall not be liable for any damages caused by accidents, indirect, special or consequential damages, including but not limited to loss of profits, revenue or data, damages resulting from any breach of express or implied warranty or condition, , even if Xiaomi has been informed of the possibility of such damages. Some jurisdictions do not allow the exclusion or limitation of special, indirect, or consequential damages, so the above limitation or exclusion may not apply to you.

EXPLANATIONS FOR OUT-OF-WARRANTY REPAIRS

1. The prices listed in the page of out-of-warranty spare parts price page (https://www.mi.com/sa-en/support/spare-parts-price/) are purely Xiaomi's indicative estimates. The indicative estimated prices stated are in Saudi Riyal and inclusive of 15%VAT. They may be different from the repairs quotation for your device offered by the Xiaomi Authorized Service Center, because Xiaomi is not allowed to influence the prices that Xiaomi Authorized Service Centers may offer in the context of their independent relationship with you.

2. The above prices are provided in compliance with applicable transparency requirements. If they did not include the estimated price of all spare parts, please consult the Xiaomi Authorized Service Center for spare parts prices that are not listed above.

3. After inspecting the device, Xiaomi Authorized Service Center will decide and inform the customers of the total amount by email (for mail-in repair). The total costs will include labor expenses, spare parts prices and round trip (i.e., 2-way) shipping costs (if it's a mail-in repair). If the quotation and the relevant terms of Warranty Services are accepted by the customers, the repair process will begin, and the quotation will be legally binding.

4. In case the Product has been sent to Xiaomi Authorized Service Center, and the quotation has been rejected by the customers, the inspection fee and the round trip (i.e., 2-way) shipping costs (if it's a mail-in repair), decided by the Xiaomi Authorized Service Center and communicated previously under the previous point, will still need to be paid by the customers, after which the customers can get the Product back or the device will be sent back to them (for mail-in repair).

5. The estimated prices mentioned above may be amended Customer shall have the sole responsibility to confirm the price on the website (https://www.mi.com/sa-en/support/spare-parts-price/) as it may be updated from time to time.

6. In order to save your time, before you head to Xiaomi Authorized Service Center, it is recommended to call the Service Center first to confirm the availability of spare parts.

NOTICE AFTER REPAIRED

1. Handling of defective parts or products

•  For in-warranty repairs or replacements, all defective parts or products shall become the property of the Xiaomi Service Centre and shall be retained accordingly.

•  For out-of-warranty repairs or replacements, the defective parts or products shall be returned to the end-user together with the repaired product.

2. Storage, Transfer, and Abandonment of Repaired or Unrepaired Products

• The Service Centre shall store repaired or unrepaired products for a maximum period of three (3) months from the date of notification to the end-user.

• In the event the end-user fails to collect the product within this period, the product shall be transferred to Xiaomi’s Main Service Warehouse.

• Any product claimed after transfer to the Xiaomi Main Service Warehouse shall be subject to a storage and handling fee of SAR 100, payable by the end-user prior to the release of the product.

• If the product remains unclaimed for a period of six (6) months from the original notification date, the product shall be deemed abandoned by the end-user. In such case, all ownership rights of the end-user shall be considered forfeited, and Xiaomi shall have the full right, at its sole discretion, to dispose of, recycle, or otherwise manage the product in compliance with applicable environmental and waste-management regulations. Xiaomi shall bear no further liability or obligation to the end-user with respect to such product.

3. General Provisions

• Xiaomi reserves the right to modify or update this notice in order to comply with any changes in applicable laws or regulations.

• For any clarification, end-users may contact Xiaomi’s authorized customer-service channels.

CONTACT INFORMATION

Any issues relating to the product, a Customer may contact Xiaomi Customer Contact Center through the online chat or call our hotline number at 8001202002 (available between Sunday to Thursday at 10:00-19:00); or email support: service.sa@support.mi.com.

The contact person for the after-sale services may be any person in Xiaomi’s Authorized Service Center, Xiaomi’s authorized distributors or the final vendor who sold the products to you.

XIAOMI TV WARRANTY NOTICE

This contractual warranty (“Warranty”) provided by Xiaomi Smart Co. Limited (“Xiaomi”) applies only to the hardware components of Xiaomi TV Products (Mi TV, main parts and its accessories) purchased hereunder (hereafter “Product”) that can be identified by the “Xiaomi” or “Mi” trademark, trade name, or logo affixed to it. and shall not apply to any other Xiaomi branded products whether purchased prior or after. It also does not apply to any software or other equipment that are branded or sold by Xiaomi or third parties. Nothing in these Terms and Conditions affect your statutory rights.

LIMITED PRODUCT WARRANTY

Xiaomi warrants in addition to your statutory rights, that the Products are free from manufacturing defects. The following warranty period (“Warranty Period”) applies to Products used in accordance with the respective Product user manual, their ordinary use and a reasonable standard of care, during the Warranty Period.

The Warranty Period and specifications are subject to the laws of the Kingdom of Saudi Arabia.

Notwithstanding the foregoing clause, Xiaomi does not exclude, limit or suspend the minimum legal warranty period imposed by applicable law.

Xiaomi does not guarantee that the operation of the Product will be free from performance or operational defects.

Xiaomi is not liable for damages arising from failure to comply with the Product User Manual or from negligent use.

REMEDIES

If a hardware defect is found and a valid claim is received by Xiaomi within the Warranty Period, Xiaomi will either (1) repair the product at no charge, (2) replace the product, or (3) refund the Product, excluding potential shipping costs, according to the Warranty Service instructions below.

HOW TO OBTAIN WARRANTY SERVICE

To obtain the warranty service (“Warranty Service”), you must first contact Xiaomi Customer Contact Center as your request may either require the mail-in service or onsite service. If the mail-in service (free of logistics charges) applies to your request, you must deliver the Product, in its original packaging or similar packaging providing an equal degree of Product protection, to the address specified by Xiaomi at time of your request. In accordance with applicable law, Xiaomi may require you to provide proof of purchase details such as invoice, delivery bill, etc.  

Before returning any unit for service, it is your responsibility to backup any data, software, or other materials you may have stored or preserved on the product. You also need to sign out of your Xiaomi Mi account, Google account and other personnel accounts on the Product(s). 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). Xiaomi may conduct diagnostic tests on customers' products to identify the causes of failures/defects. It is likely that such data, software, or other materials will be lost or reformatted during service, and Xiaomi will not be responsible for any such damage or loss.

Before returning any Product for Warranty Service, it is your sole responsibility to backup any information, data, software, or other materials you may have stored or preserved on the Product. You also need to sign out of your Xiaomi Mi account, Google account and other personal accounts on the Product(s). 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).

Xiaomi may conduct diagnostic tests on your Products to identify the causes of failures/defects. It is likely that such information, data, software, or other materials will be lost or reformatted during the provision of the Warranty Service, and Xiaomi will not be responsible for any such damage or loss. Recovery and reinstallation of software programs and user data are not covered under this Warranty.

EXCLUSIONS AND LIMITATIONS

The Warranty does not apply to any: (a) Damage due to acts of nature or God, for example, lightning strikes, tornadoes, flood, fire, earthquake or other external causes; (b) Negligence by the customer; (c) Commercial use; (d) Alterations or modifications to any part of the Product; (e)  Damage caused by use with non-Xiaomi products; (f) Damage caused by accident, abuse, or misuse; (g) Damage caused by operating the Product outside the permitted or intended uses described by Xiaomi or with improper voltage or power supply; (h) Damage caused by services (including upgrades and expansions) performed by anyone who is not a representative of Xiaomi or (i) failure to follow instructions relating to the Product User Manual.

No Xiaomi reseller, agent, or employee is authorized to make any modification, extension, or addition to this Warranty.

If any term of this Warranty is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

Except as prohibited by law or otherwise agreed by Xiaomi, any aftersales services shall be limited to the country of the original purchase.

Products which were not duly imported and/or were not duly manufactured by Xiaomi and/or were not duly acquired from Xiaomi or a Xiaomi’s official seller are not covered by the present Warranty.

You may benefit from warranties from the non-official/unauthorized retailer who sold the product. Therefore, Xiaomi invites you to contact the retailer from whom you purchased the product.

The present warranties do not apply outside the Kingdom of Saudi Arabia.

IMPLIED WARRANTIES

Except to the extent prohibited by applicable law, all implied warranties (including warranties of merchantability and fitness for a particular purpose) shall be limited to the duration of this Warranty.

DAMAGE LIMITATION

Except to the extent prohibited by applicable law, Xiaomi shall not be liable for any damages caused by accidents, indirect, special or consequential damages, including but not limited to loss of profits, revenue or data, damages resulting from any breach of express or implied warranty or condition, , even if Xiaomi has been informed of the possibility of such damages. Some jurisdictions do not allow the exclusion or limitation of special, indirect, or consequential damages, so the above limitation or exclusion may not apply to you.

EXPLANATIONS FOR OUT-OF-WARRANTY REPAIRS

1. The prices listed in the page of out-of-warranty spare parts price page (https://www.mi.com/sa-en/support/spare-parts-price/) are purely Xiaomi's indicative estimates. The indicative estimated prices stated are in Saudi Riyal and inclusive of 15% VAT. They may be different from the repairs quotation for your device offered by the Xiaomi Authorized Service Center, because Xiaomi is not allowed to influence the prices that Xiaomi Authorized Service Centers may offer in the context of their independent relationship with you.

2. The above prices are provided in compliance with applicable transparency requirements. If they did not include the estimated price of all spare parts, please consult the Xiaomi Authorized Service Center for spare parts prices that are not listed above.

3. After inspecting the device, Xiaomi Authorized Service Center will decide and inform the customers of the total amount by email (for mail-in repair). The total costs will include labor expenses, spare parts prices and round trip (i.e., 2-way) shipping costs (if it's a mail-in repair). If the quotation and the relevant terms of Warranty Services are accepted by the customers, the repair process will begin and the quotation will be legally binding.

4. In case the Product has been sent to Xiaomi Authorized Service Center, and the quotation has been rejected by the customers, the inspection fee and the round trip (i.e., 2-way) shipping costs (if it's a mail-in repair), decided by the Xiaomi Authorized Service Center and communicated previously under the previous point, will still need to be paid by the customers, after which the customers can get the Product back or the device will be sent back to them (for mail-in repair).

5. The estimated prices mentioned above may be amended. Customer shall have the sole responsibility to confirm the price on the website (https://www.mi.com/sa-en/support/spare-parts-price/) as it may be updated from time to time.

6. In order to save your time, before you head to Xiaomi Authorized Service Center, it is recommended to call the Service Center first to confirm the availability of spare parts.

NOTICE AFTER REPAIRED

1. Handling of defective parts or products

•  For in-warranty repairs or replacements, all defective parts or products shall become the property of the Xiaomi Service Centre and shall be retained accordingly.

•  For out-of-warranty repairs or replacements, the defective parts or products shall be returned to the end-user together with the repaired product.

2. Storage, Transfer, and Abandonment of Repaired or Unrepaired Products

• The Service Centre shall store repaired or unrepaired products for a maximum period of three (3) months from the date of notification to the end-user.

• In the event the end-user fails to collect the product within this period, the product shall be transferred to Xiaomi’s Main Service Warehouse.

• Any product claimed after transfer to the Xiaomi Main Service Warehouse shall be subject to a storage and handling fee of SAR 100, payable by the end-user prior to the release of the product.

• If the product remains unclaimed for a period of six (6) months from the original notification date, the product shall be deemed abandoned by the end-user. In such case, all ownership rights of the end-user shall be considered forfeited, and Xiaomi shall have the full right, at its sole discretion, to dispose of, recycle, or otherwise manage the product in compliance with applicable environmental and waste-management regulations. Xiaomi shall bear no further liability or obligation to the end-user with respect to such product.

3. General Provisions

• Xiaomi reserves the right to modify or update this notice in order to comply with any changes in applicable laws or regulations.

• For any clarification, end-users may contact Xiaomi’s authorized customer-service channels.

CONTACT INFORMATION

Any issues relating to the product, Customer may contact Xiaomi Customer Contact Center through the online chat or call our hotline number at 8001202002 (available between Sunday to Thursday at 10:00-19:00); or email support: service.sa@support.mi.com.

The contact person for the after-sale services may be any person in Xiaomi’s Authorized Service Center, Xiaomi’s authorized distributors or the final vendor who sold the products to you.

Return Policy mi.com/sa

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.