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.
For financing option, we accept Barclays as payment service provider.

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.

Q1. Am I eligible for finance?

To apply for finance you must:
Be at least 18 years old;
Have been a UK resident for three years or more;
Be in full time work (16 hours or more per week), retired, or in receipt of disability allowance;
Earn at least £6,000 per annum;
Have a mobile phone number and an e-mail address;
Have a UK bank account from which direct debits can be taken;
Have no outstanding County Court Judgments (CCJs)

*This is subject to application, financial circumstances and borrowing history. If you do not have a valid email address, you will not be able to apply for finance. You must not substitute an email address, e.g. using the email address of a friend or partner.

Q2. How does the finance application process work?

After you have selected finance at the checkout, you will be offered the applicable finance terms. Once you have selected your finance term, you will be redirected to Barclays Partner Finance to complete your credit application. This is a short process where you’ll be asked to supply your name, address, employment and banking details, as well as additional information, like marital and residential status, and number of dependents, which will help Barclays Partner Finance make the credit decision.
Please also note, a mobile number and email address are mandatory for applying for a finance application. If you do not have a valid email address, you will not be able to apply for the finance. You must not substitute an email address. Should your application be accepted, you will then be presented with your finance agreement, which you will be able to sign with one click of your mouse or tap of your finger.

Q3. What information do i need to provide to apply for finance?

The exact information you'll need to provide will depend on what you're looking to purchase.

Usually we need to know your:
• personal details (name, address, date of birth, etc.)
• contact details (phone and email)
• employment details (income, place of employment, etc.)

You may also be required to provide proof of Identity during the application process.

Q4. I've been accepted for finance. What happens next?

If you decide to go ahead with your finance, you’ll need to carefully read the details of your agreement, along with the terms and conditions. You can then sign the finance agreement, either digitally or physically depending on how you applied.

We’ll send you a welcome letter on your finance start date, either via email or by post. Payments usually start one month after your finance start date, unless you have a deferral period for example for a Buy Now, Pay Later account.

Q5. I've been accepted. How long do I have to decide if I want to continue?

If your application has been approved, but you’d like to consider your options, you have 4 days to decide whether you'd like to sign your agreement and continue with the finance. Beyond 4 days, Xiaomi will cancel your order.

Q6. Why my application is declined?

You will be informed if your application has been declined. The lender is unable to share the reason for decline with us. Some reasons your application might be refused include:
. you do not meet the eligibility criteria (see above);
. adverse credit reference agency information;
. your credit score;
. you are considered to be overcommitted; or
. your existing account performance with other lenders.
The lender will give you the contact details for the credit reference agency used. They will also give you information on how to appeal the decision if you wish to discuss the matter. Please note that the lender is unable to discuss this over the telephone due to Data Protection rules. You should also note that each lender applies its own credit score to applicants so if you have recently been accepted for credit elsewhere this does not necessarily mean that appealing the decision on this basis alone will result in a change of decision.

Q7. What happens if my application isn't accepted?

If your application for finance isn't successful, then unfortunately Barclays Partner Finance will be unable to finance your purchase.
In this instance, you will receive a decline letter, both on-screen and by email. You will still have the option to purchase your items in full using a valid debit or credit card or PayPal.

Xiaomi Technology UK Limited is an appointed representative of Product Partnerships Limited which is authorised and regulated by the Financial Conduct Authority. Product Partnerships Limited’s FCA registration number is 626349 and its address is Suite D2 Joseph’s Well, Hanover Walk, Leeds LS3 1AB. Product Partnerships Limited’s permitted business is to act as a Principal for a network of Appointed Representatives who arrange regulated credit facilities for customers who are purchasing goods from them.
Xiaomi Technology UK Limited acts as a credit broker not a lender. We can introduce you to Clydesdale Financial Services Limited t/a Barclays Partner Finance (FRN 311753) who may be able to offer you finance facilities for your purchase. We will only introduce you to this lender. We will not receive a commission payment from Barclays Partner Finance if you decide to enter into an agreement. You may be able to obtain finance for your purchase from other lenders and you are encouraged to seek alternative quotations. If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk