Xiaomi 12 Series VIP Exclusive Services (“Campaign”) is organized by Xiaomi H.K. Limited registered at Suite 3209, 32/F, Tower 5, The Gateway, Harbour City, 15 Canton Road, Tsim Sha Tsui, Kowloon, Hong Kong (“Organizer / Xiaomi”). This Campaign will commence from the date of the official launch of Xiaomi 12 / Xiaomi 12 Pro (“Product”) until the end of life of the Product as determined by the Organizer (“Campaign Period”). The Organizer reserves the right to reduce or extend the Campaign Period during any period without prior notice.
This Campaign is open to all consumers in Malaysia (“Consumer”) who purchased the Product from a participating authorized sales channel and activated locally within the Campaign Period.
(a) 24 Months Warranty
• The Product shall be free from defects in materials and workmanship under normal use for a period of twenty-four (24) months from the date Consumer purchased and activated the Product.
• Within the warranty period from the date of purchase, if a performance fault that is not caused by a normal use occurs on the Product, Consumer will enjoy free warranty services at the local designated Xiaomi authorized service center.
• Consumer must produce the original proof of purchase and warranty card of the Product for verification purpose. Xiaomi authorized service center will then verify the original proof of purchase and warranty card and determine whether the Product is eligible for this 24-month warranty.
• In the event Consumer is eligible for any free warranty services, Consumer is required to fully “backed-up” and/or delete all personal data before handling the Product to Xiaomi authorized service center. Please note that in the process of any warranty services, the Product content and software settings will be restored to factory settings and all personal data and settings in the Product will not be restored. Xiaomi shall not be liable if the contents in the Product’s data storage media were altered, deleted, or in any way modified during any warranty services.
• This 24-month warranty will not apply to the following scenarios and the Consumer shall bear the full cost of repairs or materials (charges will be subject to the provisions of Organizer or Xiaomi authorized service center):
o damage caused by transportation or loading and unloading during return or replacement or repair;
o product damaged caused by accidental or man-made behaviors, such as liquid damage, falling, input unsuitable voltage, excessive extrusion, main board deformation, etc. and other phenomena are also included, for example, the power adapter is damaged, cracked, broken or deformed, and the power cable is damaged, broken or bare;
o damage caused by force majeure events such as war, fire, typhoon, flood or earthquake or similar events beyond the control of the Organizer;
o damage caused by the use of non-original batter or battery leakage;
o Consumer does not provide the invoice of the purchase or delivery bill or warranty card;
o serial number and/or the IMEI number is inconsistent, damaged or has been removed or tampered;
o Product is counterfeit and has not been manufactured by Organizer;
o defect is caused by an unintended use or uses that are contrary to Organizer’s or the Organizer´s instructions, manuals or guidelines;
o defect arises from the Consumer’s own or unauthorized repair/manipulation/alteration/modification, or the use of non-authorized or non-original spare parts, software, or components on the Product;
o operational problems and malfunctions caused by software installation and configuration or computer viruses;
o weak signal due to telecommunication operator’s service problem;
o the warranty period has expired.
(b) One- Time Free Screen Replacement (within six (6) months upon purchase)
• During the period of six (6) months, starting from the date of purchase of the Product within the Campaign Period, Organizer will provide Consumer a one-time free screen replacement service for cracked display screen for the Product. This free screen replacement covers damage to the display screen of the Product due non-intentional action by Consumer (for example, non-intentional falling of the Product).
• Consumer must produce the original proof of purchase of the Product for verification purpose. Xiaomi authorized service center will then verify the original proof of purchase and determine whether the Product is eligible for one-time free screen replacement service.
• Consumer is only entitled to participate in this Campaign for one time and any repair of the screen, including the replacement of screen (if required), shall be free of charge.
• This one-time free screen replacement will not apply to the following scenarios:
o damage to the screen caused intentionally or with gross negligence;
o damages affecting only the surface of the screen, such as scratches or other aesthetic appearance of the screen;
o damages incurred by malware, unauthorized software or third-party apps used by the Consumer;
o usage of Product other than its normal and Consumer manner;
o spillage of food or liquid, corrosion, rust or the use of wrong voltage;
o lightning, accident or negligible use;
o damage caused by force majeure events such as war, fire, typhoon, flood or earthquake or similar events beyond the control of the Organizer;
o Consumer does not provide the invoice of the purchase or delivery bill;
o serial number and/or the IMEI number is damaged or has been removed or tampered;
o Product is counterfeit and has not been manufactured by Organizer;
o defect is caused by an unintended use or uses that are contrary to Organizer’s or the Organizer´s instructions, manuals or guidelines;
o defect arises from the Consumer’s own or unauthorized repair/manipulation/alteration/modification, or the use of non-authorized or non-original spare parts, software, or components on the Product;
o for any damages or alteration of the screen that requires replacement of a new Product, such replacement is subject to the legal warranty policy.
(c) One Time Out of Warranty Repair (Free of Labour Cost) within 12 Months After Purchase
• Customers are entitled to out-of-warranty repair free of labor cost for one time within 12 months following the date of purchase. Provided, however, that only the labor cost can be exempted, other material cost shall be subject to the respective Xiaomi authorized service center where the out-of-warranty repair is provided. Spare parts available under this out-of-warranty repair shall only include: motherboard, screen, battery, battery cover and others. The availability is subjected to the respective Xiaomi authorized service center.
(d) Loaner Phone
• Loaner phones are only offered to Consumers who has brought the Product to Xiaomi authorized service center for repair and the problem could not be solved on the same day (due to parts in transit, delivery delays and other technical issues).
• Consumer Identification: In consideration to offer the loaner phones, the authorized service center shall determine Customer by Product model or IMEI number.
• Application for a Loaner Phone: In order to apply for a loaner phone, the Consumer is required to fill in and sign the Loaner Phone Agreement. Upon receiving the loaner phone from the authorized service center, the authorized service center will record the detail of the loaner phone in the form of receipt. Loaner phone is not available for Consumer in which the Product is sent back by courier for repairs or the door-to-door maintenance service.
• Accountability: The Consumer must take reasonable and prudent precautions to protect the loaner phone against damage, loss or abuse while in the Consumer’s care, custody and control. If the loaner phone is damaged or lost, the Consumer must notify the Organizer immediately. Only the Organizer or Xiaomi authorized service center may service the loaner phone. The Consumer shall be held accountable and pay for the repairs, spare parts and related services.
• Model of loaner phone. All loaner phones are offered by the Organizer upon their discretion and the Consumer is not free to choose the model of the loaner phone.
(e) Exclusive Hotline Services
• Exclusive hotline services are only available to the Consumer during the warranty period of the Product.
• Hotline: 1800180112 | English, Mandarin, Bahasa Malaysia | Monday to Friday 9:00am – 6:00pm
(a) By participating in this Campaign, Consumer agrees to be bound by this Terms and Conditions and Organizer’s decisions are final and binding. Organizer’s decisions are final and there shall be no appeal entertained and/or allowed. Consumer shall not resort to court proceedings to review Organizer’s decision.
(b) This Campaign is an additional warranty provided by the Organizer during the Campaign Period on top of the existing legal warranty published on https://www.mi.com/global/service/warranty .
(c) By participating in this Campaign and providing the personal data, Consumer acknowledges that he/she agrees and consents to the use, processing and transfer of his/her personal data by Organizer as described in the Privacy Notice at https://www.mi.com/my/about/privacy .
(d) Organizer reserves the rights to modify and/or cancel any of the stated terms and conditions at any time without notice. Consumer are encouraged to check from time to time to view any amendments and/or changes made to the stated terms and conditions.
(e) To the fullest extent permissible by laws, Consumer agrees to discharge and release Organizer and its employees, officers ,directors, shareholders, agents, representatives, parent companies, affiliates, subsidiaries, licensees, advertising, promotion, fulfilment agencies and third party service providers, from any liabilities and claims (including from breach of contract, tort, negligence or any other cause of actions at law or equity) arising out of or in any way connected to this Campaign.
(f) The terms and conditions of this Campaign shall be governed by the laws of Malaysia and the parties submit to the exclusive jurisdiction of the courts of Malaysia.