faq

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 My Account.
Submitting return/replacement requests in My Account.
Canceling a paid order in My Account.

How do I register?

The easiest way is to click here.
Alternatively:
• Go to link.
• Click this icon login image on the website and click Login.
• Select Register.

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

What should I do if I forgot my password?

You can click here to reset your password.
Alternatively:
• Go to link.
• Click this icon login image on the website and click Login.
• Select Forgot password or click Help and go to Security Center to reset your password.

How can I change my HUAWEI ID information? (E-commerce / website information under your Huawei ID, or change information of Huawei ID)

When you register with your e-mail address or phone number:
• Login and go to Account
• Click Consult your personal information > Profile
To modify your account personal information such as your nickname or login:
• Log in and go to Account
• Click Consult your personal information > Profile > 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 "Continue as guest". 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 are only able to accept orders made via the website or App.

How soon after placing the order must the payment be made?

All payments must be completed within 24 hours, otherwise the order will be canceled.

How do I know if an item is in stock?

When an item is in stock, the Add to Cart button 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 be notified by email when the item is available.

How can I track my order?

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

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

No. You can't modify order information after the order is submitted.

Can I add another item to a placed order?

No. You cannot add extra items to an already 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, valid address, and contact details of the recipient. Please refer to Privacy Policy for detailed information.

3 Payment and Financing

What payment methods are available on the Huawei Online Store?

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

Does the Huawei store have a maximum amount of payment?

There is no maximum payment limit for personal orders. However, for orders placed with a Company title, the payment limit is ZAR 100, 000 (incl. VAT).

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

The payment can only be made once for each order, currently we do not accept installment payments. We recommend that you contact your bank to increase the maximum limit for your banking transactions.

What should I do if I have been charged for an incorrect amount?

If you believe that you have been charged for an incorrect amount for your order, please contact our Huawei Customer Service Center 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?

Usually, it takes 10 business days of such refund being granted to issue a refund, depending on your card provider. If you do not receive the refund within this timeline, please contact Huawei Customer Service Center.

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

If you cancel your order before it is packed or return your products within effective period in accordance with Return and Refund Policy, the money will be refunded by the same method of payment.

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

If you want to change your invoice information, please contact our Huawei Customer Service Center.

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

By default, there is only one invoice created for the entire order. The system does not allow creating separate invoices for each item. If you need an individual invoice for each item, you’ll need to purchase each of them in separate orders.

4 Shipping

When will my order be shipped out?

If the items are in stock, generally 2–4 business days after the order is 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?

Free delivery is available for all orders over ZAR 499.00 (incl. VAT). The shipping fee for orders up to ZAR 499.00 (incl. VAT) is ZAR 99.00 (excl. VAT). The shipping fee amount is displayed on the payment page and in the order confirmation email.

Which delivery company provides services for Huawei consumers in South Africa?

RAM Transport (South Africa) Proprietary Limited

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

Please sign after you confirm that all the items are complete. If you find any missing items, please reject them directly. If you have any questions, please contact the Huawei Customer Service Center for assistance.

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

If your goods show signs of damage when they are delivered to you, we suggest that you do not sign nor accept the package.
If you find any damage after opening the products package, please contact the Huawei Customer Service Center within 24 hours after receiving. We also recommend that you take photos of the damage as evidence.

Where can my order be delivered?

Orders can be only delivered to a valid address in South Africa. If your address is not available for delivery, our delivery partner will contact you to obtain the most convenient address that products can be delivered to.

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

No, you cannot.

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

If you want to return your product within effective period in accordance with Return and Refund Policy, you will receive a return label offering the pick-up service, which you can use to ship your product(s) back to Huawei free of charge. If you don't use the return label provided by Huawei, you may need to cover the shipping cost by yourself. Please note that we only provide one return label for each order. Therefore, if you need to return product accessories back to us, you will need to cover the shipping cost by yourself.

5 Returns and Cancellation

How long is the non-damaged Return (withdrawal) period?

You have 10 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 Return and Refund Policy for more details. Please note non-damaged Return (withdrawal) is only available if the package is not unpacked.

I want to return a product during the non-damaged return period, but was unable to send it at that time. Can I return it later?

Don't worry, you have a further 14 days to send the product(s) back to us after your return request is approved. Please see the Return and Refund Policy for more details.

When can I cancel a paid order?

You can cancel a purchased product before it's packaged in the Huawei warehouse. You can apply for cancellation by going to Orders after login. If it is a guest order, you can contact Huawei Customer Service Center for assistance.

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

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

Can I return a portion of my order?

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

Can I replace my products?

You can replace your products if they are faulty within effective period in accordance with Return and Refund Policy. Your products can only be replaced with the same type of products. See the Return and Refund Policy for more details.

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 reject your return request or deduct an appropriate amount of the missing parts from refund after confirming with you.

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 Policy for more details.

How is a warranty period defined?

Please see our Warranty Policy for details.

How do I find the Huawei Authorized Service Center?

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

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

Please contact the Huawei Customer Service Center 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 business 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 Warranty Policy.

7 Huawei Community

What is Huawei Community?

Huawei Community is the official fan club of HUAWEI. Here you can meet Huawei fans from every part of the World. This is a platform for experience and idea sharing, and a place where Huawei fans can connect with each other.

What can I get from Huawei Community?

You can get information and news about Huawei, such as the latest news, exclusive insights, or beta recruitment. Huawei Community also offers fun activities which are both fascinating and rewarding. And you can also meet likeminded friends here. In Huawei Community, you’ll meet fans around the World, who are passionate and resourceful just like you.

What makes Huawei Community different from other Huawei-related forums?

Huawei Community is the only official fans club website of Huawei, which means you can use the HUAWEI ID you already have to login without extra registration, communicate to Huawei teams directly, and get your own voices heard. The official Huawei teams include the admin team, the service team, and the engineer team. You can recognize them with the “Official Account” badges on their avatars. We also have excellent user moderators who are willing and ready to help anytime.

How can I contribute to Huawei Community?

Members in Huawei Community can share photos, tutorials, and discuss other interesting topics together such as games, Apps, even movies and music. You are more than welcome to share your opinions on the products and your daily life here. Great user content are spotted regularly by the admins and moderators, and will be pushed to the homepage, pinned to the top of the category list, or selected to the photography weekly column.

Is there any rule I need to follow?

As a matter of fact, yes. Although we are a diversified community, there are still basic manners to be observed. We have listed the most essential rules for building a better community here.

What benefit can I gain from Huawei Community?

As a community member, you can learn news and tricks related to all kinds of products; and you have the chance of winning super cool prizes by participating in various community activities. In addition, we have a user growth system to help you achieve higher performances. For detailed point gaining and user grading information, you can click here to learn more.

How can I create a new thread?

You can either click the ‘+’ icon on the homepage, or go to a specific section and then click the same icon. After you go to the thread editing page, put everything the page required, and then click ‘Submit’. Please make sure you post in the correct category, or your question might not get answered promptly. We also have a draft feature for you to save the writings for later editing. Each user can save up to 5 drafts, and all the drafts can be found in your personal user center.

What are those icons in the bottom of a thread?

The icons are useful tools you might need: Comment, Like, Collect, Share and Report. You can find your collected threads in your personal center’s collection section. If you see anything inappropriate, don’t hesitate to click the ‘Report’ icon. The admin team will get a notice to handle it.

How can I change my personal settings?

You can access your personal center by clicking your own avatar on the upper right corner on any page. You can change community-related settings in that page, however, any change on personal info such as avatar, username, phone number and etc. will be redirected to HUAWEI User Portal, a data center interface for all HUAWEI IDs.

Why do some users carry a small badge on their avatar?

The small badge is an identification for users to recognize community managing teams. There are several kinds of identities: admin, moderator, official account, etc. You can contact an admin or a moderator for any help you need on Huawei Community. We also have service staff in Huawei Community to solve your queries.

What are medals, and how can I get them?

Medals are honor badges in Huawei Community to show a member’s achievements. The medals will be displayed under a member’s avatar, or in their personal center. You can get medals by doing daily tasks such as log in, posting threads, comment threads, etc. Your personal medal center can be accessed in your personal center, where you can see all the medals names and your current progress.