Refund & Return Policy

Who is Eligible for Refund or Exchange?

We offer refund and exchange of a product only in the following situations:

1) Wrong Product Delivered

• If you receive an incorrect product, we will arrange a free pickup.
• Once we receive the wrong product, we will dispatch the correct item or process a refund within 7 working days.
• The product must be unused, and the packaging of the product must be intact.
• The product must be sealed in its original packaging.
• All supporting documents you have received must be returned with the product including purchase receipt, price tags, labels, warranty card and accessories.

2) Received a Damaged Product

• If your order arrives damaged, you must record a clear unboxing video as proof and submit that video within 12 hours of delivery to be eligible for a claim.
• You may request a refund by providing the video as a proof.
• For mobile phones, refund, replacement or repair services will be determined by the After Sales Department.
• If video proof is not provided or the video is recorded after the unboxing of the product, the refund request will not be accepted.

Important Notes

• Hygiene-sensitive fabric products (such as towels, pillows and Mi Bunny) cannot be returned if their packaging has been opened.
• If your claim is proven correct then you can decide whether you want to exchange the product or want a refund.

How to Claim a Refund or Return

If you received a faulty product, we’ve got you covered! Submit a claim request by contacting Xiaomi Sales Customer Service at 03-111-169-111, and we’ll resolve the issue as soon as possible. 

Note 

• To submit a return or refund claim, the customer must provide a clear unboxing video within 12 hours after receiving the product. Claims submitted without a valid video proof within this time will not be accepted.
• All items are physically examined and verified by Xiaomisale representatives before proceeding for replacements or refunds. 
• Your refund or replacement will be processed once our aftersales team receives the product physically. Our team will review the product and then decide if it qualifies for a refund or replacement. 
• For warranty claims send the faulty product to our aftersales to proceed. Read our Warranty & Repair policy for further information.