Return policy
Overall Return Guidelines
These are Xiaomi’s (“Xiaomi”, “we” or “our”) Overall Return Guidelines applicable only to products purchased by you directly from the MI.COM. If you purchase products through offline channels, please contact the final vendor who sells the products to you. All returns must meet the overall guidelines in order for the individual return policy to apply.
- All product returns require a RMA service order number. You may obtain a service number by contacting Xiaomi Customer Contact Center through online chat or (+0044) 0800 9160561 (Monday to Saturday from 09:00 am to 18:00 pm (London Time). And you can also send email to service.uk@xiaomi.com
- If you return items in which you've saved personal information, you must erase this information completely before sending the product back to us. For Xiaomi phones, you also need to log out of your Xiaomi account on the phone before returning.
- Return shipping costs may be deducted from your refund depending on the reason for return. (i.e. if a return initiated for a defective product that powers on and works properly upon inspection).
- Purchase of items (i.e. Mi Robot Vacuum), please keep the original package for at least 30 days within the return policy period in case any return or replacement request.
Products that are received by Xiaomi in any of the following conditions are not eligible for return and will be rejected:
- Any product not purchased from MI.COM
- Any product with missing, damaged, altered, or otherwise unreadable IMEI or serial number label, manufacturer model or part number label.
- Any product that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product.
- Any product that exhibits physical damage.
- Any product which appears tampered, customized, or altered in any way.
- Any consumable product that already opened, such as towels, pillow, toothbrush, mask.
Standard Return Policy
- For the products of proper quality: return for refund or replacement within 14 calendar days from the invoice or delivery date, which is later.
- or the products with manufacturing problems: return for refund or replacement within 30 calendar days from the invoice or delivery date, which is later.
- We will offer you the option to return the product via a pre-paid carrier option. A jiffy bag/label can be obtained after creating returns through Xiaomi Customer contact center. You need to follow the mail instruction to pack the defective device and drop off to the nearest post office to deliver it to Authorized Service Partner. The proof of purchase shall be deliver to Authorized Service Partner along with device. Please be noted you need to deliver the product as soon as possible, or your return request number will be invalid.
- Return costs are free for refund and replacement returns of the same item within the return policy period, only provided the product are defective due to manufacturer reason.
Return shipping
Xiaomi will only pay for return shipping if an item is defective due to manufacturer reason (no fault of customer). The item must be within its Xiaomi return policy. A waybill number can be obtained short message after creating RMA through MI Customer contact center.
- Return shipping costs may be deducted from your refund depending on the reason for return(i.e. a return initiated for a defective product that powers on and works properly upon inspection).
- Purchase of large items (i.e. scooter，laser projector), please keep the original package for at least 30 days within the return policy period in case any return or replacement request.
- Return shipping costs may vary depending on the product size and weight, as per the standard below
| Return shipping charges | Scope | |
|---|---|---|
| Phone | 4.9 pounds | UK |
| Scooter | 5.9 pounds | UK |
| Self-Balance Vehicle | 5.9 pounds | UK |
| Laser Projector | 5.9 pounds | UK |
| Scale | 5.9 pounds | UK |
| Other accessories | 4.9 pounds | UK |
How to return a XIAOMI item
This tutorial will guide you through the process of how to return a Xiaomi item on MI.COM.
- First, you may request a RMA service number by contact Xiaomi customer contact center.
- Next, you need backup data, erase all personal data with the product.
- Then Xiaomi ASP will dispatch the jiffy bag/label to the user. Please pack the defective device and drop off in the nearest post office to deliver it to ASP. The proof of purchase shall be deliver to ASP along with device.
- Then Xiaomi authorized service center will process your return request after received the product.
- You may use the waybill Number to track shipping status.
Additional Return Information
Combo and Kit Specials
Combo and Kit Specials include two or more items that can be purchased together in order to receive a discount.
Items sold as part of the Combo and Kit Specials may be returned individually for replacement within the applicable Return Policy Period for that individual item.
Items sold as part of the Combo and Kit Specials cannot be returned individually for a refund.
Promotional Items and Gifts
Xiaomi may offer free promotional items with their products. To receive a full refund on a purchase that offers promotional items all items must be returned
Out-of-Stock (Back-Order) Items
If Xiaomi no longer carries an item that is sent in for replacement, or if that item is simply out of stock, Xiaomi will issue you a refund.
Not eligible for return
If you are unable to create a return, it may be due to one of the following reasons.
Item is past the return period
If your item is past the eligible return period, you can no longer return it to Xiaomi, but you may still have a warranty with Xiaomi for repair or replacement. To verify Xiaomi warranty coverage and options, please refer to Warranty Policy page.
Item is non-refundable or non-replaceable
Your item is non-refundable, non-replaceable or both. To check an item’s return policy, please refer to the Warranty & Returns section on the item’s product page. However, please be aware that even if your item is not returnable to Xiaomi, you may still have a warranty with the Xiaomi for repair or replacement. To verify Xiaomi warranty coverage and options, please refer to Warranty Policy page.
Other reason
If an item is within the return policy and time frame listed on the item’s product page, but you cannot create a return, please contact us for further assistance.