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Home > Support > Payment FAQ

Payment FAQ

Q1. What are my payment options?

Answer: Our website offers two payment methods: payment in full or payment by installments (for certain products only). For payment in full, we accept the following credit or debit cards: For payment by installments, we accept Klarna's/Paypal installment payment service.

1. Your payment instruction

We may allow you to provide your payment instruction to us in any way which we may notify to you from time to time. The way in which you provide your payment instruction can depend on the type of payment you are making – for example:
If you are paying for a purchase or making a donation, many sellers and/or fund collectors allow you to provide your payment instruction to us in a dedicated PayPal checkout or other PayPal payment collection integration on their site.
You can use the “Send Money” feature when you log into your PayPal account to send a payment to someone.
We may require you to authenticate your instruction (i.e. give us the information that we need to be sure that it's you giving us the instruction, such as submitting your correct log-in information – this could include your e-mail address and password) and otherwise successfully log into your PayPal account to provide to us your payment instruction.
We may offer you to select certain recipients for a faster payment experience, which makes them a "trusted beneficiary" for your future payments made to that recipient. We will not normally ask you to log in (with password, PIN or similar) for these payments when they are made. You can access and edit your list of trusted beneficiaries in your PayPal account at any time.

2. Cancelling your payment instruction

Once you provide you payment instruction to us, you may not cancel it, except if it is a payment instruction under a billing agreement (see below for more details).

3. How long will my payment take?

Your payment to another user will leave your account within the Business Day after we receive your complete payment instruction.
The payment will leave your account within two Business Days if we receive your complete payment instruction:
On a day which is not a Business Day.
After 4.00pm on a Business Day.
We may allow you to ask us to make your payment on a specific later date, in which case your payment will leave your account on that later date.
Other provisions in this user agreement may cause the above timeframes to be extended.

4. Refunds to your account

How refunds can happen
We may allow the recipient of your payment to:

5. PayPal‘s online dispute resolution process

If you're unable to resolve a transaction related issue directly with a seller, you must follow our online dispute resolution process through the Resolution Centre to pursue a claim under PayPal Buyer Protection. You may also file a claim (Step 2 below) by calling us and speaking to an agent. The steps you must follow are described below, and if you do not follow these steps your claim may be denied:
Step 1: Open a dispute within 180 days of the date you made the payment. This might allow you to start a direct conversation with the seller regarding your issue with the transaction that may help resolve the dispute. If you are unable to resolve the dispute directly with the seller, proceed to Step 2. We will place a hold on all funds related to the transaction in the seller's PayPal account until the dispute is resolved or closed.
Step 2: Escalate the dispute to a claim for reimbursement within 20 days after opening the dispute, if you and the seller are unable to come to an agreement, or we will automatically close the dispute. You can escalate the dispute to a claim for reimbursement through the Resolution Centre. The seller or PayPal may also escalate the dispute to a claim at this point. If you are making an Item Not Received claim, PayPal may ask you to wait at least seven days from the dispute filing date to escalate the dispute.
Step 3: Respond to PayPal's requests for documentation or other information, after you, the seller or PayPal escalates your dispute to a claim for reimbursement. PayPal may require you to provide receipts, third party evaluations, police reports or other documents that PayPal specifies. You must respond to these requests in a timely manner as requested in our correspondence with you.
Step 4: Comply with PayPal's shipping requests in a timely manner, if you're filing a Significantly Not as Described claim. PayPal may require you, at your expense, to ship the item back to the seller, to PayPal or to a third party (which will be specified by PayPal) and to provide proof of delivery.
Step 5: PayPal will make a final decision (including automatically closing any dispute or claim), in its sole discretion, based on the coverage and eligibility requirements set forth above, any additional information provided during the online dispute resolution process or any other information PayPal deems relevant and appropriate under the circumstances.

Q2. Is payment by installments accepted for all products?

Answer: Payment by installments is currently only available for certain products. You can check whether it is available for the product you are buying when you select the payment method.

Q3. How many installments are allowed, and what are the interest rates?

Answer: The final decision on your installment plan and interest rates is made by our installment service provider, Klarna, according to your credit rating, so you cannot select these on the Xiaomi website. More information is available at: //www.klarna.com/uk/customer-service/

Q4. When paying by installments, are there requirements for maximum and minimum payment amounts for each payment?

Answer: When paying by installments, the maximum single payment is 800 GBP and the minimum is 1 GBP.

Q5. When paying in full, if payment is unsuccessful, what is the usual reason?

Answer: Unsuccessful payments are usually due to the following: (1) You entered the SMS verification code sent by your bank incorrectly.

Q6. How long does it take for refunds to arrive if I cancel an order, refuse delivery or return goods?

Answer: Our start-times for processing refunds vary for these three scenarios. Here are the specifics:
(1) Order cancellation: We will start processing your refund as soon as you cancel your order.
(2) Delivery refusal: If you refuse to accept a package, it will be returned to our warehouse in 5 working days to 2 months. We will start processing your refund as soon as the package arrives at our warehouse.
(3) Returns: The package will be mailed to our aftersales branch within approximately XX working days after you send it back. The aftersales branch will inspect the goods within approximately 2 working days. Provided the goods meet our returns criteria, we will immediately start processing your refund at that point.

From the time we start processing your refund, Visa and MasterCard refunds will be returned to your card-issuing bank in 3-5 working days, and all other refunds in 5-7 working days. The maximum will be 15 working days, at which point your order status will be updated to "Refunded." Your card-issuing bank will usually return the funds to your card within 14 working days after it receives the refund, although some banks may take a month.

If you have still not received the refund after this time, you can contact our Customer Service team for information.
Customer Service tel.: 0800 916 0561
Customer Service email: service.uk@xiaomi.com

Q7. If I choose to pay by installments and I cancel an order, refuse delivery or return goods, will my interest payments be refunded?

Answer: Currently we only offer payment by installments for certain products, and it is interest-free. Therefore, if you cancel an order, refuse delivery or return goods, the original price will be what is refunded.

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