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Home > Warranty

WARRANTY

WARRANTY RETURN POLICY
WARRANTY

XIAOMI WARRANTY NOTICE FOR SMARTPHONE

THIS WARRANTY GIVES YOU SPECIFIC RIGHTS, AND YOU MAY HAVE OTHER RIGHTS CONVEYED BY LAWS OF YOUR COUNTRY, PROVINCE OR STATE. INDEED, IN SOME COUNTRIES, PROVINCES OR STATES, CONSUMER LAW MAY IMPOSE A MINIMUM WARRANTY PERIOD. OTHER THAN AS PERMITTED BY LAW, XIAOMI DOES NOT EXCLUDE, LIMIT OR SUSPEND OTHER RIGHTS YOU MAY HAVE. FOR A FULL UNDERSTANDING OF YOUR RIGHTS WE INVITE YOU TO CONSULT THE LAWS OF YOUR COUNTRY, PROVINCE OR STATE.

This contractual Warranty applies only to the hardware components of POCO Product (hereafter “Product”) as originally supplied and does not apply to any software or other equipment that are owned by Xiaomi or third parties for which an end-user license agreement or separate warranty/guarantee statements or exclusions are provided or intended to apply.

1. LIMITED PRODUCT WARRANTY

Xiaomi warrants the original purchaser that your POCO Product shall be free from defects in materials and workmanship under normal use during the warranty period. Except otherwise provided by applicable law, the warranty lasts and is provided for 2 years. Notwithstanding the foregoing clause, Xiaomi does not exclude, limit or suspend the minimum legal warranty period imposed by applicable law. Xiaomi does not warrant the operation of the Product will be uninterrupted or error-free.

2. 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, use new or refurbished replacement parts,
(2) replace the Product with a new or refurbished product, or
(3) refund the Product, excluding potential shipping costs.
In the event of a defect, to the fullest extent permitted by law, these are your sole and exclusive remedies. Shipping and handling charges may apply except where prohibited by applicable law. Any replacement hardware product will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer, or for any additional period of time that may be applicable in your jurisdiction.

3. HOW TO OBTAIN WARRANTY SERVICE

In accordance with applicable law, Xiaomi may require the customer to furnish proof of purchase details and warranty card with IMEI of the Product. It is your responsibility to backup any data, software, or other materials you may have stored or preserved on the product. 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.

4. EXCLUSIONS AND LIMITATIONS

Unless otherwise stipulated by Xiaomi, this Limited Warranty applies only to the Product manufactured by or for Xiaomi, that can be identified by the "Xiaomi" or “Mi” or “POCO” trademark, trade name, or logo affixed to it.
The Limited 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;
(c) Commercial use;
(d) Alterations or modifications to any part of the Product;
(e) Damage caused by use with non-Xiaomi or non-POCO 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 service (including upgrades and expansions) performed by anyone who is not a representative of Xiaomi or
(i) failure to follow instructions relating to the Product's usage.
Recovery and reinstallation of software programs and user data are not covered under this Limited Warranty. No Xiaomi reseller or POCO reseller, agent, or employee is authorized to make any modification, extension, or addition to this Limited Warranty. If any term 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 laws or otherwise promised by Xiaomi, the after-sales services shall be limited to the country or region 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 warranties. As per applicable law you may benefit from warranties from the non-official 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 in Hong Kong and Taiwan.

5. IMPLIED WARRANTIES

Except 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 limited warranty. Some jurisdictions do not allow limitations on the duration of an implied warranty, so the above limitation may not apply to you.

6. LIMITATION OF DAMAGES

Except prohibited by applicable law, Xiaomi shall not be liable for any incidental, 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, or under any other legal theory, even when Xiaomi has been advised of the possibility of such damages. Some jurisdictions do not allow the exclusion or limitation of special, indirect, incidental or consequential damages, so the above limitation or exclusion may not apply to you.

7. EU WARRANTY SERVICE

In accordance with EU legislation, Xiaomi offers a warranty service between countries where Xiaomi officially sells its Products. If you have purchased your Product in Spain, France, Italy or Portugal, you can apply for warranty service in any of these countries.

8. CONTACT INFORMATION

You may obtain a service number by the following ways: First, contacting POCO Customer Contact Center through (+0044) 0800 9160561 (Monday to Saturday from 09:00 am to 18:00 pm (London Time) Second, you can also chat online to get service (Monday to Saturday from 09:00 am to 18:00 pm (London Time)
Third, you can send mails to POCO service mailbox as support.uk@po.co

RETURN POLICY

RETURN POLICY

GENERAL RETURN POLICY

This is the general return policy of Xiaomi ("MI", "We", "Us" or "Our"), which applies only to products purchased directly from the POCO website. All returns must comply with the general policy in order for the above mentioned return policy to apply.

 All product returns require a Return Merchandise Authorization (RMA) number. You can contact us to obtain an RMA number.
 If you are returning products in which you have stored personal data, you must have completely deleted this data before returning the product to us. In the case of a POCO phone, you must also log out of the IM account before returning the POCO phone to us.
 If you purchase large products (such as scooters) and you are returning them or requesting a replacement, please keep the original packaging for at least 14 days; this is the cooling-off period.

Products received by Xiaomi that fall into one of the following categories cannot be returned and the return will be rejected:

 Any product not purchased at Xiaomi or POCO.
 All products with missing, damaged, altered or otherwise illegible serial numbers, manufacturer's model or part number and/or warranty marks.
 All products returned without the original packaging and accessories (including original packaging, manuals, cables and any other items originally included with the product). Returns received in this condition will be refused.
 Damaged product received. If you have received your product damaged, please contact our customer service to receive special instructions on how to deal with this issue. This contact and the actions related to the report of the damaged product will not be considered as a return.
 Any product that appears to have been altered, customised or modified in any way.
 Any consumable product that already opened, such as towels, pillow, toothbrush, mask.

STANDARD RETURN POLICY

 Return for refund within 14 days from the date of receipt for any reason whatsoever.
 Return for replacement within 30 days from the date of receipt if the product is defective for reasons for which the manufacturer is responsible.
 We offer you the possibility to return the product via a prepaid freight option. A return slip number can be requested by e-mail after a return has been arranged by POCO's customer contact centre.
 For more information on our return procedure and policies, please see the General Return Policy and Additional Return Information sections of this page.

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 14 days following the initial purchase. Declarations must comply with POCO's declaration requirements. A pre-paid return label can be obtained after successful creation of a return order by the POCO 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

BUBDLE 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 POCO return period. If any products in the Bundle are defective, a replacement may be requested within the applicable POCO withdrawal period.

PROMOTIONAL ITEMS AND GIFTS

As part of its offers, POCO 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.

HERE'S HOW RETURNING A POCO ITEM WORKS

This tutorial will guide you through the process of returning an item purchased from po.co/uk.

 First of all, you can request an RMA number via the POCO customer contact centre. In this case, you will receive an e-mail with information on your prepaid stamp.
 Then, to secure your data, you must delete all personal data related to the product.
 Then follow the instructions in the email: Pack the product correctly, go to the nearest delivery point and fill in the transport tracking document. You can also print the waybill document before going to the delivery point. The delivery company will transport the product to a XIAOMI Authorized Service Centre. To avoid cancellation of your return order, please return the unit within 30 days of receiving the shipping label.
 The XIAOMI Authorized Service Centre will process your return request after receiving the product.
 You can track the status of the shipment using your shipment tracking number.

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.

POCO - CONTACT INFORMATION

You can reach our customer service as follows:
You can contact the POCO customer centre on 0800 916 0561 (Monday to Saturday from 9.00 am to 6.00 pm).
You can use our online chat. (Monday to Saturday from 9.00 am to 6.00 pm) contact us by e-mail at the following address: support.uk@po.co.

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