HUAWEI Support

Terms and Conditions

These Terms and Conditions govern the promotion and/or benefit known as “HUAWEI Care+”, offered by HUAWEI Technologies (Malaysia) Sdn. Bhd. (hereinafter referred to as “HUAWEI”).

By participating in this promotion and/or receiving this benefit, you acknowledge and agree to be bound by these Terms and Conditions (hereinafter referred to as “the Rules”).

Territory of Application:
Malaysia

Eligible Devices:
HUAWEI Pura 80 Series, HUAWEI Mate X6, HUAWEI Mate X7, HUAWEI Mate XT, HUAWEI WATCH D2, HUAWEI WATCH Ultimate, HUAWEI WATCH | ULTIMATE DESIGN, HUAWEI WATCH D2 2025, HUAWEI WATCH Ultimate 2, HUAWEI WATCH Ultimate 2 2025, HUAWEI MatePad 12 X sold through official HUAWEI Malaysia channels and authorised distributors.

1. Product Overview

1.1 What is HUAWEI Care+?

HUAWEI Care+ is an official device protection service from HUAWEI, designed to extend the life and reliability of your device. The service includes:

Accidental Damage Protection
Covers physical damage caused by accidental collision, drop, extrusion, liquid intrusion, etc. Customers may be entitled for repair services at any HUAWEI Authorized Service Center in Malaysia by paying a service fee, provided the repair falls under Accidental Damage Protection.

(For the mainboard, front cover, rear cover and camera faults, each component is charged with a service fee of RM 99, while other components are repaired free of charge.)

Screen Protection (except Foldable Device)
If the screen of your HUAWEI device is broken or cracked due to accidental collision, accidental drop, or pressure during normal use, you are eligible for a one-time replacement of the original HUAWEI screen.

If other parts of the device are damaged along with the screen, these damages are not covered under the HUAWEI Screen Protection Service. If the screen cannot be replaced due to damage to other parts, or if the replacement could potentially damage the screen, you must first pay for the repair of the damaged parts before using the Screen Protection Service to replace the screen.

Screen Protection (Foldable Device)
If the main (internal) screen is broken, cracked, or malfunctioned due to accidental collision, dropping, or crushing of the HUAWEI Mate X6 and HUAWEI Mate XT device under normal use, you can use the Screen Protection Service (Foldable Device) to repair it (only one repair service is available, and a service fee will be charged for the repair).

The HUAWEI Mate X6, Mate X7 charges as follows:
If only the main screen is replaced, a service fee of RM300 will be charged;
If only the cover screen is replaced, a service fee of RM200 will be charged;
If the main screen and the cover screen are replaced at the same time, a service fee of RM500 will be charged.

The HUAWEI Mate XT charges as follows:
If only the screen is replaced, a service fee of RM 600 will be charged.

Extended Warranty
Cover an additional 1 year warranty with free repairs for non user related defects at HUAWEI Authorized Service Centers.

Battery Replacement
Within 12 months from activation, customers are entitled to Battery Replacement if the battery health drops below 85% of its original capacity.
(Check via: Settings > Battery > Battery Health > Battery Capacity)

See relevant sections below for further details.

1.2 Validity Period

HUAWEI Care+ is valid for 12 months or 24 months from the date of device purchase (based on the official purchase receipt). Coverage ends at 11:59 PM on the expiry date.

2. Availability

2.1 Eligible Product Models

Category	Model
Smartphone	HUAWEI Pura 80
	HUAWEI Pura 80 Pro
	HUAWEI Pura 80 Ultra
	HUAWEI Mate X6
	HUAWEI Mate X7 (Claim)
	HUAWEI Mate XT
Wearable	HUAWEI WATCH Ultimate
	HUAWEI WATCH D2
	HUAWEI WATCH D2 2025
	HUAWEI WATCH | ULTIMATE DESIGN
	HUAWEI WATCH Ultimate 2
	HUAWEI WATCH Ultimate 2 2025 (Claim)
Tablet	Others (HUAWEI MatePad 12 X)

2.2 How to Check Your HUAWEI Care+ Coverage

Customers may verify their coverage using any of the following:

Channel	Method
My HUAWEI App	Open app > Support > Quick Services > Benefits
Support Website	Visit: Warranty Checker, enter your device's Serial Number (SN)
Customer Hotline	Call or chat via: Contact Us

Note: HUAWEI Care+ is tied to your device‘s Serial Number (SN).

2.3 Activation of HUAWEI Care+

HUAWEI Care+ activates automatically after purchase. Activation timelines may vary:

Purchase Channel	Activation Time
HUAWEI Malaysia Official Store	Within 24 hours of purchase or within 3 days after claiming
Authorised Retailers	Upon syncing warranty registration

3. HUAWEI Care+ – Accidental Damage Protection

3.1 How to Use

If your device experiences accidental damage (accidental collision, drop, extrusion, liquid intrusion, etc), and is within the coverage period:

• You may request repair via:
• HUAWEI Authorized Service Center in Malaysia
• Online Customer Support Chat
• Postal Pickup Service (if applicable)

3.2 Conditions for Use

• Device must be within the 12-month or 24-month Care+ coverage
• Damage must be accidental and unintentional
• Service fee must be paid by the customer

3.3 Usage Limit

Only one (1) accidental damage repair is allowed within the 12-month or 24-month coverage.

3.4 Exclusions (Coverage Will Be Denied If):

• Coverage has expired
• Serial number (SN), product ID, or warranty label is missing or tampered
• Charger damage affects device operation
• Software/data loss unrelated to basic function
• Unauthorized repair or disassembly
• Intentional or fraudulent damage (HUAWEI reserves legal rights)

4. HUAWEI Care+ – Screen Protection

4.1 How to Use

If the device screen is accidentally damaged within the coverage period, you may request Screen Protection service through the following channels:

• HUAWEI Authorized Service Center
• Online Chat Support
• Postal Pickup Service (if available)

4.2 Conditions for Use

• Device must be within the valid HUAWEI Care+ Screen Protection coverage period
• Screen damage must be eligible for repair or replacement based on inspection results
• Service fees, if any, will be subject to the applicable HUAWEI Care+ policy

4.3 Usage Limit

Screen Protection service is available according to the coverage entitlement during the HUAWEI Care+ validity period, subject to in-store inspection and assessment results.

4.4 Exclusions (Coverage Will Be Denied If)

• Coverage period has expired
• Product ID, SN barcode, or warranty label is missing or damaged
• Damage is caused by unauthorized repairs, modifications, or disassembly
• Damage is due to intentional or criminal acts
• Software issues or data loss unrelated to screen functionality
• Indirect or consequential losses (e.g. loss of profits, business interruption, downtime)

5. HUAWEI Care+ – Extended Warranty

5.1 How to Use

If your device encounters performance issues or hardware malfunction within the extended warranty period, you may request repair service via:

• HUAWEI Authorized Service Center
• Online Chat Support
• Postal Pickup Service (if available)

5.2 Conditions for Use

• Device must be within the valid HUAWEI Care Extended Warranty coverage period
• Service is provided free of charge for eligible repair or replacement of covered components
• Proof of purchase and valid service plan activation are required

5.3 Usage Limit

• The extended warranty covers one additional year beyond the standard manufacturer warranty (total of up to 2 years coverage)
• Repairs and part replacements are limited to hardware or functional defects not caused by external factors
• Service eligibility is subject to inspection and verification at the HUAWEI Authorized Service Center

5.4 Exclusions (Coverage Will Be Denied If):

• The extended warranty coverage period has expired
• The Product ID, SN barcode, or warranty label is missing, altered, or damaged
• Damage is caused by unauthorized repairs, modifications, or disassembly
• Damage results from accidents, misuse, liquid exposure, or external force
• Software issues or data loss unrelated to hardware functionality
• Any intentional, fraudulent, or criminal act causing damage
• Indirect or consequential losses, such as loss of data, profits, or downtime

6. HUAWEI Care+ – Battery Replacement

6.1 How to Use

If the battery drops below 85% capacity within 12 months of purchase, you may request Battery Replacement via:

• HUAWEI Authorized Service Center
• Online Chat Support
• Postal Pickup Service (if available)

6.2 Conditions for Use

• Device must be within 12-month Care+ battery coverage
• No cost to customer for the Battery Replacement

6.3 Usage Limit

The battery is eligible for replacement if its health drops below 85% during the 12-month coverage period (subject to in-store inspection results).

6.4 Exclusions (Coverage Will Be Denied If):

• Coverage has expired
• Product ID, SN barcode, or warranty label is missing/damaged
• Charger failure affects device
• Unauthorized repairs or disassembly
• Software/data loss unrelated to basic function
• Intentional or criminal damage
• Indirect damage (loss of profits, downtime, etc.)

* By owning HUAWEI Care+ (“Service”) or requesting for the services pursuant to the Service, you consent to the collection, use, disclosure, transfer, storage and such other processing of the personal data provided, including contact details, device details, you service information by HUAWEI for the purposes relating to the Service pursuant to the applicable personal data protection laws in Malaysia, including the Personal Data Protection Act 2010. HUAWEI will use and process the personal data provided for purposes related to Service, including but not limited to the provision of the Service and any administrative matters to facilitate the management and organizing of this Service. The personal data provided will be disclosed to and processed by the operators of the HUAWEI Authorised Service Center for purposes of relating to the Service. The personal data provided may further be disclosed and/or transferred to HUAWEI's principal head of office in China, to Singapore where its data storage server is located, and to any of its offshore affiliates or group of companies for the purpose of facilitating and supporting HUAWEI based on the similar purposes stated above. Whenever HUAWEI discloses and/or transfers your personal data to 3rd party or outside Malaysia, HUAWEI will ensure that appropriate security measures are taken. HUAWEI will retain the personal data provided for this Service for no longer than is necessary for the purposes of the Service, unless extending the retention period is required or permitted by law. If you object to the processing of personal data for the purposes stated herein, you will not be able to purchase or use the Service. For more information on how HUAWEI protects personal data and how you can exercise your rights to access, correct and limit the personal data provided herein, please visit and read: https://consumer.huawei.com/my/support/service-privacy-notice/.

* Dengan memperoleh HUAWEI Care+ (“Perkhidmatan”) atau meminta perkhidmatan menurut Perkhidmatan, anda bersetuju dengan pengumpulan, penggunaan, pendedahan, pemindahan, penyimpanan dan pemprosesan lain data peribadi yang diberikan, termasuk butiran hubungan, butiran peranti, maklumat perkhidmatan anda oleh HUAWEI Technologies (Malaysia) Sdn. Bhd. (“HUAWEI”) untuk tujuan yang berkaitan dengan Perkhidmatan menurut undang-undang perlindungan data peribadi yang terpakai di Malaysia, termasuk Akta Perlindungan Data Peribadi 2010. HUAWEI akan menggunakan dan memproses data peribadi yang diberikan untuk tujuan yang berkaitan dengan Perkhidmatan, termasuk tetapi tidak terhad kepada penyediaan Perkhidmatan dan sebarang urusan pentadbiran untuk memudahkan pengurusan dan penganjuran Perkhidmatan ini. Data peribadi yang diberikan akan didedahkan kepada dan diproses oleh pengendali HUAWEI Authorised Service Center untuk tujuan berkaitan dengan Perkhidmatan. Data peribadi yang diberikan mungkin selanjutnya didedahkan dan/atau dipindahkan kepada pejabat utama HUAWEI di China dan ke Singapura dimana letakknya pusat penyimpanan data dan kepada mana-mana sekutu luar pesisir atau kumpulan syarikatnya untuk tujuan memudahkan dan menyokong HUAWEI berdasarkan tujuan serupa yang dinyatakan di atas. Setiap kali HUAWEI mendedahkan dan/atau memindahkan data peribadi anda kepada pihak ketiga atau luar Malaysia, HUAWEI akan memastikan langkah keselamatan yang sesuai diambil. HUAWEI akan mengekalkan data peribadi yang disediakan untuk Perkhidmatan ini tidak lebih daripada yang diperlukan untuk tujuan Perkhidmatan, melainkan melanjutkan tempoh pengekalan diperlukan atau dibenarkan oleh undang-undang. Jika anda membantah pemprosesan data peribadi untuk tujuan yang dinyatakan di sini, anda tidak akan dapat membeli atau menggunakan Perkhidmatan. Untuk maklumat lanjut tentang cara HUAWEI melindungi data peribadi dan cara anda boleh menggunakan hak anda untuk mengakses, membetulkan dan mengehadkan data peribadi yang disediakan di sini, sila lawati dan baca: https://consumer.huawei.com/my/support/service-privacy-notice/.