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          FAQ

          1 Your Account

          What are the benefits of creating an account?

          There are many benefits you can enjoy by creating an account, which include:
          Receiving promotion vouchers for subscribers.
          Receiving notifications about offers and promotions for products of interest.
          Tracking orders in Your Account.
          Submitting return/replacement requests in Your Account.
          Canceling a paid order in Your Account.

          How do I register?

          The easiest way is to click here.
          Alternatively:
          • Go to https://consumer.huawei.com/uk/.
          • Click this icon login image n the website and click Login / Register.
          • Select Register.

          You must provide a valid email address or phone number to complete your HUAWEI ID registration.

          What should I do if I forgot my password?

          You can click here to reset your password.
          Alternatively:
          • Go to https://consumer.huawei.com/uk/.
          • Click this icon login image n the website and click Login / Register.
          • Select Forgot password? or click More and go to Security center to reset your password.

          How can I change my HUAWEI ID information?

          When you register with your e-mail address or phone number:
          • Login and go to Account.• Click Check your personal data > Edit
          To modify your account personal information such as your nickname or login:
          • Log in and go to Account
          • Click Check your personal data> Personal information> Edit

          Do I need to create an account to make a purchase on Huawei website?

          No. You can make purchases on the Huawei website without registering an account through "Guest Checkout". If you do so, it's essential that the contact details are accurately completed. We use these details to send you your order information and contact you for any matters relating to your order.

          2 Order and Purchase

          Can I make a purchase through the hotline, live chat, or by email?

          No. We only accept orders made via the website or app.

          When will I get an order number?

          You will get an order number when you complete the payment.

          How do I know if an item is in stock?

          When an item is in stock, the Buy now or Add to Cart buttons will be available. If an item is out of stock, you will see Notify me instead. In this case, you can click Notify me to let you know when the item is available. Please note that we can not guarantee how long the stock will last and if the item is out of stock again, you’ll need to sign up again to be notified.

          Can I cancel my order?

          You can cancel your purchase prior to the packing process in a Huawei warehouse. You can do so via Your Account after logging in.

          How can I track my order?

          When using your HUAWEI ID:
          • Log in to your account and go to Orders.
          • Select the order you want to track. You will then be able to see the order status of this order.
          When using Guest purchase:
          • Click Order under this icon login image on the Huawei website;
          • Enter your email address, order number and verification code;
          • You can then view the status of your order by clicking View the status of the order.

          Can I edit the order information (recipient, address, etc.) after payment?

          No. You can not modify your order information after the payment has been made.

          Can I add another item to a placed order?

          No. You cannot add extra items to a placed order. You would have to place a new order.

          What kind of personal information do I have to provide when placing an order?

          When placing an order you are required to enter the full name, a valid address, and contact details of the recipient.

          3 Payment and Financing

          What payment methods are available on the Huawei Online Store?

          Currently available payment methods are:
          Credit / Debit Card: Visa, MasterCard, American Express

          Does the Huawei store have a maximum amount of payment?

          There is no maximum payment limit for Personal Orders. For Company orders, the payment limit is 5000 GBP (including VAT).

          Can I split the payment in several parts if the order exceeds my purchase limit?

          You must make the full payment for your order, currently we do not offer payment in instalments.

          What should I do if I was charged for the wrong amount?

          If you believe that you have been charged for an incorrect amount for your order, please contact our Customer Service Team and provide the order number and proof of payment.

          How long does it take for the payment to be refunded? What if I do not receive a refund?

          We will process your refund once the item comes back to us. It will normally take 7 – 14 working days for the refund to appear in your bank account, depending on your card issuer. If you do not receive the refund within this time period, please contact our Customer Service Team.

          If I want to cancel my order after paying, how can I get the money back?

          If you cancel your order or return your product within 14 days, the money will be refunded through the same method of payment.

          Can the invoice information be changed for business use or other reasons?

          We can change the information on an existing invoice for you. It is also possible to change personal invoices to business invoices and vice versa.
          To have the invoice information changed, you’ll need to contact our Customer Service team. Please include your order number and the changes that you wish to be made to the invoice.

          Can an invoice be created separately for each item in an order with multiple products?

          By default, only one invoice will be issued for one order. The system does not allow separating invoices for each item. If you need separate invoice for each item, you’ll need to make your purchase separately.

          4 Shipping

          When will my order be shipped out?

          If the items are in stock, generally 1 – 2 working days after the order has been placed. We will inform you if any items are temporarily out of stock or require more time to be delivered.

          What is the shipping fee?

          Delivery is free for orders of £99 or over. Delivery fee will be displayed on the payment page and in the order confirmation email.

          Which delivery company provides services for Huawei consumers in the UK?

          DHL.

          Can I change the shipping address for my order?

          You can use DHL “On Demand Delivery” to change the shipping address. The new shipping address must be within the UK. If you are unable to change the shipping address, you can contact the Huawei Customer Service for assistance.

          I placed an order of bundled products, but I didn't receive all the items. What should I do?

          Please contact the Huawei Customer Service for assistance.

          What should I do if my goods are damaged during shipment?

          If you item is damaged when you receive it, we suggest you to refuse the delivery. If you discover the damage after receipt, please contact the Huawei Customer Service as soon as possible. We also recommend that you take photos of the damage as evidence.

          Where can my order be delivered?

          We do not deliver to addresses outside the UK.

          Can I pick up my order at a Huawei Customer Service Center?

          No, pick up service is not available at the moment.

          Do I have to pay shipping costs when returning or replacing a product?

          If you are returning your product within 14 days after you receive your order from addresses within the UK, you could obtain a pre-paid return label from us. If you don’t use the return label provided by us, you may need to bear the delivery cost. To ensure that you will get the full refund, please also return all accessories. If you forget to send back any product accessories, you will need to return it at your own cost. For more detailed information, please also see our Terms of Sale. For product replacement, please contact Huawei Customer Service to confirm the shipping cost if there is any.

          5 Returns and Cancellation

          How long is the No Reason Return (withdrawal) period?

          You have 14 days to notify us if you wish to return a product. Generally, this starts on the day following your acceptance of the delivery. Please see the Terms of Sale for more details.

          I want to return a product during the no reason return period, but was unable to send it at that time. Am I still able to return it?

          Don't worry, you have a further 14 days to send the product(s) back to us after you have informed us of your wish to return the product(s). The 14-day period starts on the day after you submit your wish to return the product(s). Please see the Terms of Sale for more details.

          When can I cancel a paid order?

          You can cancel your purchase prior to the packing process in a Huawei warehouse. You can do so via Your Account (Orders) after you login.

          I haven't received the return label, what should I do?

          Please contact the Huawei Customer Service.We will either send you the label again or create a new label for you.

          Can I return part of my order?

          Yes. You can return some of the products in your order while keeping others. However, if you ordered a bundle or have received a gift with your order, you may have to return the bundle or gifts to receive your full refund. Please see our Return Policy or Terms of Sale for more details.

          Can I replace my products?

          You can replace your products if they are faulty. Your products can only be replaced with the same type of products. See the Return Policy and Terms of Sale for more details.
          If it has been less than 14 days since you received your order and you want to replace your product(s) with a different type of product, we suggest that you return the products to get a refund, and then place a new order for the products you want.

          What happens if I don't return a product in full (e.g. you don't return the accessories)?

          If any parts(s) or item(s) of a product are not returned, we may deduct an appropriate amount from the refund. If you return the missing item(s) at a later date, you must bear the shipping cost by yourself.

          What actions should I perform before packing a product that I want to return?

          If the product is a phone, please restore the phone to its factory settings to ensure all personal data is removed.
          This can be done by going to Settings > All > Backup & reset > Factory data reset on the phone.

          6 Warranty

          What should I do if I have lost the warranty certificate?

          We base our commercial warranty status on the device's SN number. In case of a claim, you will also be able to use the invoice as the basis for your warranty. Please see Warranty Notice for more details.

          How is a warranty period defined?

          Please see our Warranty Notice for details.

          How do I find the Huawei Customer Service?

          Please click here for more information about the Huawei Customer Service, including contact information and opening hours.

          How do I enquire the repair status of my product(s)?

          Please contact the Huawei Customer Service to receive information on the repair status of your product(s).

          How long does it take to repair a defective product?

          We will do our best to complete repairs in 14 days.

          Are there any costs for warranty repair if the device is repaired within the warranty period?

          Repairs performed under commercial and legal warranties are free of charge. For more details, please see our Terms of Sale and Warranty Notice.

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