In this Returns Policy, “Xiaomi”, “we”, “us” and “our” means Xiaomi Technology Australia Pty Ltd (ABN 50 685 941 244).

The rights under our Returns Policy are offered in addition to your rights under the Australian Consumer Law.

Importantly, our Returns Policy only applies to products purchased from our online shop located at www.mi.com/au (“the Website”). If you purchased our products from another retailer and wish to return them, please contact the other retailer for information on their returns policies.

1. Change of mind returns

If you want to return a product purchased from our Website or the Mi Store to us for an exchange voucher or a refund of the purchase price because you have changed your mind about your purchase, you can do so by submitting a return/replacement request within fourteen (14) calendar days from the delivery date of your purchased product.

The product must be in good condition, including that it is unused, undamaged and unopened in its original packaging. Any promotional items or bonus gifts received with your purchase must also be returned in their original, unopened condition to qualify for a full refund. You must also comply with the return requirements set out in section 4 of this Returns Policy.

If these requirements are not satisfied, including where a bonus gift is not returned, we can choose not to offer an exchange voucher or refund for change of mind returns. In such cases, Xiaomi reserves the right to deduct the current value of the unreturned bonus gift from your total refund amount.

2. When will we not accept a change of mind return

Xiaomi will not accept the return of the following products under the change of mind policy:

i. product(s) that were not directly purchased from the Website or the Mi Store;

ii. product(s) which were manufactured according to your specifications and intended to meet your individual needs;

iii. product(s) which, after delivery, due to their nature, become inseparably combined with other items;

iv. product(s) which are delivered in a sealed packaging which, once opened, cannot be returned for health protection or hygiene reasons if the packaging has been opened after delivery, such as electric toothbrush head or electric shaver heads;

v. digital versions of any software;

vi. software, audio and video recordings.

Under the Australian Consumer Law, products on the list of exclusions can be returned if they are faulty, not fit for purpose or do not match the sample or description.

3. Other type of returns

(a) Products that do not comply with the statutory consumer guarantees. 

We accept returns of products purchased via our Website or the Mi Store where:

• the product is faulty or is not of acceptable quality;

• the product is not fit for its intended purpose; or

• the product does not match our description of the product.

Subject to our consideration of the returned products and without otherwise limiting your rights and remedies under the Australian Consumer Law, if you returned a product within 30 (thirty) days from the date you received the product on the basis it does not comply with one or more of the statutory consumer guarantees, then we will replace or refund the purchase price for the product.

For products returned after that 30 (thirty) day period, we may repair the product where it is appropriate and permissible to do so.

You must comply with the return requirements set out in section 4 of this Returns Policy, including by providing proof of purchase.

(b) Under our Warranty Policy.

Some of our products come with voluntary warranties against defects that provide specific remedies and returns processes. For more information on these warranties and how to claim under them, see our Warranty Policy page (https://www.mi.com/au/support/warranty/).

Please note that we do not offer voluntary warranties against defects for all of our products – only those types of products specified in our warranty notice as outlined above are subject to and covered by those voluntary warranties, and only to the extent specified in that policy. For those products which are not subject to voluntary warranties or where those voluntary warranties do not otherwise apply, your statutory rights under the Australian Consumer Law apply.

4. How to return a product to us

(a) To return a Product you must obtain a return service number. You may obtain a service number by:

i. submitting a Return/Replacement request via the Website’s order centre which is available after logging in to your Mi Account; or

ii. contacting Xiaomi Contact Centre through online chat via our Website, phone [1800270852] (Monday to Friday from 09:00 to 18:00 AEST), or email: [service.au@support.mi.com].

(b) After Xiaomi provides you with a return service number, we will provide you with a return label within 2 (two) working days for you to return the product via prepaid postage. The return label will be sent to the email address you provided to us.

(c) Once you’ve received your return label you must post the product to us within 14 (fourteen) days by dropping it off to a post office. You must pack the product correctly using the original packaging including all accessories, retail boxes, manuals, cables, any bonus gifts or promotional items, and any items included with the product and include the original proof of purchase (i.e., receipt or invoice).

(d) Before returning the product, you must ensure that you back up and delete your personal information and/or confidential information stored on the product. Please ensure that you also sign out of any accounts associated with the product, including your Xiaomi Mi Account on the product(s) and disconnect any Bluetooth connections. We are not liable or responsible in any way for the loss of your data if you fail to delete it before returning the product.

(e) If the product is large, heavy, or hard to move, please let us know when you submit your return request so that we can arrange appropriate shipping or collection for the product.

(f) Once we receive the returned product, we will inspect the product to ensure that it meets the return conditions set out in this Returns Policy. In the case of returns for products that do not meet the statutory guarantees, we will also consider the condition and age of returned products prior to providing a repair, exchange or refund. If a product fault is the result of misuse, neglect or damage caused by the user we may refuse to repair, replace or provide a refund for the product.

(g) If the product meets the return conditions set out in this Returns Policy, we will provide to you a refund for the purchase price, an exchange voucher, a replacement product or a product repair (as applicable).  

(h) We will only issue refunds using your payment method used to make the original purchase, which includes the same card or digital platform (such as mobile or watch payment, e-wallet etc.). If that original payment method is not available, we may determine in our discretion by what payment method we will issue the refund.

(i) If a product is returned without the associated promotional gift(s), or the gift is returned not in a saleable condition, the value of the gift (at its current RRP) will be deducted from the refund amount. This applies to the extent permitted by the Australian Consumer Law.