Once your products purchased on this website are delivered, you have 14 days to decide whether or not to keep them. This period starts after the day you received your products. You then have a further 14 days to send the products back after you submit your return request. This period starts after the day you submit your return request.
If you are returning the product(s) from addresses in the United Kingdom (excluding Jersey, Guernsey and Isle of Man), you can obtain a pre-paid return label from us. You can choose the pick up (Monday to Friday, excluding Bank Holidays) or drop off service offered by our designated courier. If you don’t use the return label provided by us, you may need to bear the cost of returning the products.
The products must be returned in a good and undamaged condition. You will be responsible for any reduction in value of the product as a result of handling the goods more than is necessary to inspect them. To ensure that you will get the full refund, please also return all accessories.
For more detailed information, please also see our Terms of Sale.
You can also return your product to Huawei for exchange within 14 days of receipt. Please note: Your products can only be replaced with the same product.
If you are a consumer, we are under a legal duty to supply products that are in conformity with this contract. If the products your purchase are defective or turn out to be faulty, you can exercise your legal rights. If you wish to exercise your legal rights to reject products you must return them to us. We will pay the costs of postage or collection.
Please note: We also recommend you to use the original packaging when returning the products.
How to send the products back?
If you purchase your products with a Huawei account, you can use the following processes to submit your return request:
- Login to your account;
- Enter into “My Account”;
- Select “Orders”;
- Select the order you want to return/ replace;
- Select “Return”;
- Select return reasons and the package status;
- Submit your return request;
- A return label will be sent to you via email
If you purchased as a guest, please contact our customer service team through https://consumer.huawei.com/uk/contact-us/ or on 800 088 6700 from Mon to Fri: 09:00 - 21:00, Sat: 09:00 - 17:00. Except Bank Holidays.
For other ways to inform us about your decision to withdraw from your contract after 14 days, please see our Terms of Sales.
You may cancel an order that you purchased before it is packaged. If you do so, we will initiate your refund immediately after we receive your cancellation request.
If you would like to return your products after your receipt, we will refund within 14 days of receiving your return request. However, we may delay refunding you if we haven't received the goods or evidence that you've returned them. To refund you we will use the same payment method you used for your order. Once we receive your products or evidence that you have sent it to us, a refund is initiated immediately. However, the specific time until you receive the refund also depends on your payment bank.
From time to time, Huawei may offer bundled products or provide you with a gift if you purchase in our Huawei Online Store. These bundles and gifts are only provided under the condition that you keep the products. To receive your full refund, we recommend that you return the bundled products and gifts in their entirety. If you are not be able to do so, you may have to pay us a proportionate compensation or we may reduce your refund.
You are always welcome to contact Huawei Customer Service by hotline / live chat / email when you return / replace your products. Huawei is always well prepared for the best service for you.
Nothing in this refund policy will affect your legal rights.