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 MI.COM. If you purchased products through offline channels, please contact the final vendor who sold 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 0800 021 1888 (Monday to Friday from 09:00 am to 18:00 pm (London Time). And you can also send email to service.uk@support.mi.com
● If you return devices in which you've saved personal and/or confidential information, you must back up and 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.
● Purchase of devices (i.e. Mi Robot Vacuum), please keep the original package for at least thirty (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 within fourteen (14) calendar days from the invoice or delivery date, which is later. (MI.COM Enterprise order’s products are not applicable to return.)
● or the products with manufacturing problems: return for refund or replacement within thirty (30) calendar days from the invoice or delivery date, which is later. (MI.COM Enterprise order’s products are applicable to manufactural defects replacement.)
● We will offer you the option to return the product via a pre-paid carrier option. A jiffy bag/label can be obtained after you submit your return/replacement request to obtain the service number through: website via the order center, Xiaomi Support (https://www.mi.com/uk/support); or Xiaomi Customer Contact Center. You need to follow the mail instruction to pack the device and drop off to the nearest post office to deliver it to Authorized Service Center. The proof of purchase shall be deliver to Authorized Service Center 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.
SHIPPING COSTS FOR RETURNS
Xiaomi will bear the shipping costs in case of return/shipment of a defect covered by the warranty or in case of return within the first fourteen (14) days following the initial purchase. Declarations must comply with XIAOMI's declaration requirements. A pre-paid return label can be obtained after successful creation of a return order by the XIAOMI service centre.
• Please follow the instructions in the confirmation of the return decision.
• Please keep the packaging of larger products (such as scooters, projectors) in order to have the appropriate packaging in case of return/shipment.
FURTHER INFORMATION ON RETURN
BUNDLE OFFERS
Products sold as part of a bundle cannot be returned individually for a refund. In order to receive a refund, all products in the bundle must be returned within the applicable XIAOMI return period. If any products in the Bundle are defective, a replacement may be requested within the applicable XIAOMI withdrawal period.
PROMOTIONAL ITEMS AND GIFTS
As part of its offers, XIAOMI may provide free promotional items with its products. If you wish to obtain a refund for a product purchased together with its promotional items, all items must be returned. Otherwise, the return may be refused for a refund. To receive a replacement for a purchased item that included promotional items, the defective item must be returned. XIAOMI may also offer gifts to valued customers for their continued support or on special occasions. These gifts are not part of a purchase and therefore do not need to be returned.
PRODUCT NO LONGER IN STOCK
If a product is no longer in stock, XIAOMI will refund you. This covers replacement request.
HOW TO RETURN A XIAOMI DEVICE
This tutorial will guide you through the process of how to return a Xiaomi device on MI.COM.
● Firstly, you can submit your return/replacement request to obtain the service number through: website via the order center, Xiaomi Support (https://www.mi.com/uk/support); or Xiaomi Customer Contact Center.
● Next, shipping label will be emailed to you within 2 working days, please check in your spam box if you didn't receive in your inbox.
● The Xiaomi Authorized Service Center will dispatch the jiffy bag to you within 3 to 5 working days. Please backup data, erase all personal data with the device.
● Then pack the device, attach together with the proof of purchase and drop off in the nearest post office to deliver it to Xiaomi Authorized Service Center. To avoid the cancellation of your service order, please send back the device within 15 days after receiving the shipping label.
● You may use the waybill number to track shipping status.
● Then Xiaomi Authorized Service Center will process your return request after receiving the product.
NO RETURN POSSIBLE
If you cannot create a return request, it may be for one of the following reasons.
THE TIME LIMIT FOR RETURNING THE ITEM HAS EXPIRED
The withdrawal period for your product has expired. If the withdrawal period for your product has expired, you can no longer return it to XIAOMI. However, you can still exercise your rights under the legal warranty and/or a XIAOMI commercial warranty that you may hold in order to obtain the repair or replacement of the product. See the "Warranty Terms" page for more information on available warranties.
NO REFUNDS OR REPLACEMENT OF THE PRODUCT IS POSSIBLE
There is no refund or replacement possible.
See the product page in the "Warranty and Returns" section for more information on the product return policy. Note however that even if a product cannot be returned to XIAOMI, you can still benefit from a XIAOMI warranty for repair. See the "Warranty conditions" page for more information on the warranty scope and warranty options.
OTHER
If a product is covered by the return policy and must be returned within the time period indicated on the product page, but still cannot be returned, please contact us.