huawei customer service

Participants agree to these terms and conditions (the “Terms and Conditions”). Any information or instructions related to the service published by HUAWEI Technologies (UK) Co., Ltd. (“HUAWEI”), with its registered offices at Earley East, Thames Valley Park Drive, Reading, England, RG6 1PT about the promotion at https://consumer.huawei.com/uk/support/huawei-care-screen-protection/ form an integral part of these Terms and Conditions. Participants are advised to save or print these Terms and Conditions for future reference.

1. Important Information on Consumer Law

1.1 The Free HUAWEI Care –Screen Protection (12 Months) (“Service”) is separate and in addition to the legal rights of consumers under the laws governing the sale of consumer goods, and, therefore, does not affect, change or replace such rights.

2. Service Description

2.1 The Service is available for the product(s) as listed below ("Qualifying Product") purchased through the HUAWEI UK Online Store (https://consumer.huawei.com/uk/offer/):

Qualifying Product: HUAWEI MatePad 11.5 2025

2.2 The Service is valid for 12 months from the date of valid Proof of Purchase (POP) date* of the Qualifying Product (“Service Period”).
* "POP" or "Proof of Purchase" means: a paper invoice, E-invoice, or invoice copy of the original retail purchase of the Qualifying Product (excludes Qualifying Product not sold as new, excludes purchases from sellers on marketplace platforms).

2.3 The Service entitles the participant to claim one (1) free screen repair or screen replacement during the Service Period in the event of Accidental External Damage to the Qualifying Product. Accidental External Damage means physical damage, such as cracks or breaks, to the screen. The repair or replacement is limited to the parts necessary to resolve the Accidental External Damage, including the front glass, LCD, and/or sensors attached to the screen.

2.4 The Service must be claimed within the Service Period. The Service cannot be claimed after the expiry date and the Service Period cannot be extended.

2.5 Only one free Service shall be permitted per Qualifying Product.

2.6 The Service may only be redeemed via HUAWEI Authorised Service Centres in the UK (“Service Centre”) as provided in the information available at: https://consumer.huawei.com/uk/support/express-repair/.

2.7 The Service is subject to availability at the Service Centre, during designated service hours, subject to available capacities.

2.8 The Qualifying Products and spare parts are subject to availability while stocks last.

2.9 The Service is not transferrable or exchangeable and applies to the original purchaser only.

3. Service Limitations

3.1 During the Service Period, HUAWEI will repair or replace the damaged screen at its discretion. Repair or replacement may involve the use of a functionally equivalent reconditioned unit or parts.

3.2 The Service covers only the screen repair/replacement. It excludes damage to other components (e.g., motherboard, speakers, casing, or accessories).

3.3 All replaced defective products, parts, boards or equipment shall become the property of HUAWEI.

4. Service Exclusions

4.1 The Service does not cover:

4.1.1 damage or defects (except the screen) which is excluded by HUAWEI’s Limited Warranty (for further details about the Limited Warranty see: https://consumer.huawei.com/uk/support/warranty-policy/);

4.1.2 damage or defects caused by:

(a) abuse or misuse, including intentional damage or use of the Qualifying Product in a manner for which it was not intended (e.g. bent or deformed);

(b) fire, water, or exposure to extreme heat;

4.1.3 a Qualifying Product with a serial number that has been altered, defaced or removed, or Qualifying Product that has been opened, serviced, modified or altered by anyone other than HUAWEI or an authorized representative of HUAWEI, or Qualifying Product that contains component parts that are not authorized by HUAWEI;

4.1.4 cosmetic damage (except the screen) that does not affect functionality (e.g. scratches, dents and discoloration); or normal wear and tear.

4.2 If the Qualifying Product falls under any exclusion or is otherwise not covered by the Service, the Service Centre may provide a repair estimate and such repair shall be at the participant’s expense.

5. How to claim the Service

5.1 To request a repair under this Service, the participant must contact HUAWEI within the Service Period. The Service is carried out by the Service Centre via HUAWEI’s postal repair service (Terms and conditions apply). To book a Service, please visit: https://consumer.huawei.com/uk/support/express-repair/.

5.2 HUAWEI may check the serial number of the Qualifying Product in order to assess if the Qualifying Product is eligible for the Service.

6. Limitation of Liability

6.1 HUAWEI is not liable for losses arising from breaches of these Terms and Conditions by the user.

6.2 Users must back up data before submitting the Qualifying Product for the Service. HUAWEI is not responsible or liable for the damage to or loss of any programs, data, SIM card or removable storage media and you are advised to back-up your data before sending your Qualifying Product to HUAWEI or an Authorized Service Centre for repair or replacement under the Service.

6.3 To the extent permitted by local laws, HUAWEI shall not be liable for any loss which is not a reasonably foreseeable consequence of a breach by HUAWEI of these Terms and Conditions. HUAWEI shall not be liable to you for any loss of profits, revenue, anticipated savings contracts or time arising out of your use of or inability to use the Qualifying Product.

6.4 Nothing in these Terms and Conditions shall exclude or limit HUAWEI’s liability for death or personal injury caused by its negligence, fraud, fraudulent misrepresentation or any other liability that cannot be limited or excluded by law.

6.5 HUAWEI is not responsible for delays outside its control. If our fulfilment of the Service is delayed by an event outside our control then HUAWEI will contact you as soon as possible to let you know and will take steps to minimize the effect of the delay.

6.6 In any event, HUAWEI and its supplier’s liability shall be limited to the amount actually paid by the consumer for the Qualifying Product or the current replacement value, whichever is greater.

7. Miscellaneous

7.1 HUAWEI reserves the right, to the fullest extent permitted by law, to: (a) disqualify any participant; or (b) modify, suspend, terminate, withdraw or cancel the Service, as appropriate.

7.2 HUAWEI shall have the right, where necessary, to undertake all such action as is reasonable to protect themselves against fraudulent or invalid claims including, without limitation, to generate or require further verification as to proof of purchase, as well as the identity, age, and other relevant details of a participant, deny the Service, or terminate the Service due to excessive fraud. This process may involve HUAWEI sharing information with third parties.

7.3 If any provision of these Terms and Conditions is held invalid by any law, rule, order or regulation of any government, or by the final determination of any court of a competent jurisdiction, such invalidity shall not affect the enforceability of any other provisions not held to be invalid.

7.4 These Terms and Conditions shall be governed and construed in accordance with English Law and subject to the exclusive jurisdiction of the English Courts.