This Return Policy of HUAWEI TECH UAE FZ LLC DUBAI BRANCH (“we”, “us”, “our” or “Huawei”) governs the return, replacement and repair of the Products sold on [https://consumer.huawei.com/ae-en/] (“Platform”). This Return Policy is incorporated by reference in the “Terms and Conditions of Sale” and should be read in accordance with the definitions and references contained therein.
Should there be any inconsistency between this Return Policy and the Terms and Conditions of Sale, this Return Policy will take preference.
This Return Policy is a guidance on how you can return the Products in case of withdrawal or when the Products are defective.
1 RETURN OF NON-DAMAGED PRODUCTS
1.1 Once your Products purchased on this Platform are delivered, you have seven (7) days to decide whether or not to keep them, provided that the Products have not been opened and the packaging is in its original condition. You have a further seven (7) days to send the Products back. The former period starts after the day you receive your Products, and the later period starts after your return request is approved by Huawei. You will receive a return label with “pick up” service which you can use to ship your Products back to Huawei without any personal cost. If you don’t use the return label offered by Huawei, you might need to cover the shipping cost by yourself.
1.2 All Products that are returned must be in the original packaging and must be returned together with all the accessories and any bundled promotion items provided together with the Products. These accessories and bundled promotion items are only provided under the condition that you keep the Products. To receive your refund, we recommend that you return the accessories and bundled promotion items in their entirety. If you are not be able to do so, you may have to pay us a proportionate compensation.
1.3 The Products which you would like to return should be without any damage; a diminished value caused by a necessary inspection is not a defect. If you cannot return the Products to Huawei in whole, or only in a deteriorated condition, you must compensate Huawei for their value if necessary.
2 REPLACEMENT OR REPAIR OF DEFECTIVE PRODUCTS
2.1 If you buy the Products on this Platform and your Products are defective or turn out to be faulty, your statutory consumer rights applies. These statutory consumer rights are in addition to your rights under the voluntary Huawei Warranty Policy.
2.2 When the Products you purchase do not operate well or are not functional due to a manufacturing defect, you can request for replacement within fourteen (14) days after your receipt of the Products or repair within warranty period in accordance with our Warranty Policy. Please Contact Us and we will arrange for the faulty Product to be returned to us for evaluation. If the test result shows the Product to be defective or faulty after our inspection, we may in accordance with United Arab Emirates consumer law either repair or replace them. If no fault is found, the Product will be returned to you and we shall be entitled to charge related shipping cost from you. You can also go to or use Huawei Postal Repair Service to ship your Products to Huawei Authorized Service Center.
2.3 Please note: We also recommend you to use the original packaging when returning the products.
2.4 *Kindly note that the following issues/problems will not constitute “manufacturing defects” and will not entitle you to any repair or replacement:
(a) Defects arising from normal wear and tear;
(b) Defects resulting from any unauthorised alteration or repair of the Product;
(c) Damages to the Product caused by misuse or abuse;
(d) Damage from failure to operate the Product in terms of the manufacturer’s instructions;
(e) Damage caused by operating the Products with accessories that are not from the manufacturer; and
(f) Any/all defects excluded from the manufacturer’s warranty policy.
2.5 Kindly do NOT accept delivery of any Product that is visibly damaged. Should you accept a Product and thereafter determine that the Product is damaged, kindly report this to us within twenty-four (24) hours, so that we can assess if the Product damage arose after delivery.
2.6 Faults resulting from normal wear and tear, including Products that have been damaged or altered in any way either by you, or anyone that is not our employee or the Product's manufacturer, will not entitle you to any product repair, replacement or refund.
2.7 Under no circumstances will we be held liable for any damage arising from any misuse or abuse of the Products, including any data loss whatsoever from Products returned for exchange or repair.
3 HOW TO SEND THE PRODUCTS BACK?
3.1 If you purchase your Products with a Huawei account, you can use the following process to submit your return request:
(a) Login to your account;
(b) Click on Orders;
(c) Choose the order you want to return;
(d) Click Return button;
(e) Choose your return reason;
(f) Fill in the necessary information for your return;
(g) Submit your return request;
(h) Wait for the approval by Huawei customer service and then a return label will be sent to your account (label printing is not required);
(i) Pack the Products to be returned/replaced with original package;
(j) Wait for courier to pick up;
(k) Keep the proof of handing over the package to courier in case of any disputes.
3.2 If you purchase as a guest, please Contact Us to request your return.
4.1 You may cancel an order that you purchase before it is packaged. If you do so, we will refund your payments within (14) days after we receive your cancellation request. However, the specific time until you receive the refund also depends on your payment bank
4.2 If you would like to return your Products after your receipt, we will refund all payments we have received from you (except for the shipping cost) no later than fourteen (14) days of receiving your return request. However, we may delay refunding you if we haven't received the Products or evidence that you've returned them. To refund you we will use the same payment method you use for your order except COD. For COD, we will refund to the payment channel account as designated by you in a formal written format. Once we receive your Products and the inspection is passed, a refund will be initiated as soon as possible. However, the specific time until you receive the refund also depends on your payment bank.
4.3 You are always welcome to Contact Us when you return/replace your Products. Huawei is always well prepared for the best service for you.
Last updated: 24 February 2021