VIP EXCLUSIVE SERVICES TERMS AND CONDITIONS

Xiaomi 13 Ultra - VIP EXCLUSIVE SERVICES TERMS AND CONDITIONS

This offer is in addition to the consumer rights granted by the statutory guarantee, according to the terms and conditions published on: https://www.mi.com/my/service/warranty/.

1.       SCOPE OF APPLICATION AND BENEFICIARIES

This offer is limited to selected Xiaomi smartphones (only applicable to the following specific models: Xiaomi 13 Ultra) (hereinafter the “Product(s)”) purchased through any Xiaomi official sales channels (online or offline) and activated in the Territory of Malaysia (hereinafter the “Territory”). This offer is provided 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 (hereinafter “Xiaomi” or “we”).

Only consumers that have purchased and activated the aforementioned Products in the Territory are eligible to benefit from this offer (hereinafter “Beneficiaries” or “you”) at the conditions described below.  

2.       AFTERSALES SERVICES

This offer will include the following additional after-sale services:

i. 24-Month Warranty (please refer to ‎4.1.) ;

ii. Out-of-warranty repairs with free labor costs (please refer to point 4.2.);

iii. Spare phone (please refer to point ‎4.3.);

iv. Exclusive services (please refer to point ‎4.4.).;

v.  Xiaomi Smartphone International Warranty Service (please refer to point‎4.5.)

(hereinafter, “Services”)

3.       PERIOD OF THE SERVICES

- 24-Month Warranty: twenty four (24) months from the date the Beneficiaries purchased the Product

- Out-of-warranty repairs with free labor costs: twelve (12) months from the date the Beneficiaries purchased the Product

- Spare Phone: twenty four (24) months from the date the Beneficiaries purchased the Product

- Exclusive Services: twenty four (24) months from the date the Beneficiaries purchased the Product

- Xiaomi Smartphone International Warranty Service: twenty four (24) months from the date the Beneficiaries purchased the Product

4.       SERVICES DESCRIPTION

4.1  24-MONTH WARRANTY

The Product shall be free from defects in materials and workmanship under normal use during TWENTY FOUR (24) months from the date Beneficiaries purchased the Product (hereinafter, “Warranty Period”).

If a hardware defect is found and a valid claim is received by Xiaomi within the Warranty Period, Beneficiaries will be eligible to get the Product be repaired or be replaced for free in accordance to “Warranty Notice for Smartphone” https://www.mi.com/my/service/warranty/.

 In the event Beneficiaries are eligible for any free warranty services, Beneficiaries are advised 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 service will not apply to the following scenarios and Beneficiaries shall bear the full cost of repairs or materials (charges will be subject to the provisions of Xiaomi or Xiaomi Authorized Service Center):

l  damage caused by transportation or loading and unloading during return or replacement or repair;

l  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;

l  damage caused by force majeure events such as war, fire, typhoon, flood or earthquake or similar events beyond the control of Xiaomi;

l  damage caused by the use of non-original batter or battery leakage;

l  Beneficiaries do not provide the invoice of the purchase or delivery bill or warranty card if it is required;

l  serial number and/or the IMEI number is inconsistent, damaged or has been removed or tampered;

l  the Product is a counterfeit and was not manufactured by Xiaomi.

l  defect is caused by an unintended use or uses that are contrary to Xiaomi’s or the Xiaomi´s instructions, manuals or guidelines;

l  defect arises from the Beneficiaries’ own or unauthorized repair/manipulation/alteration/modification, or the use of non-authorized or non-original spare parts, software, or components on the Product;

l  operational problems and malfunctions caused by software installation and configuration or computer viruses;

l  weak signal due to telecommunication operator’s service problem;

l  the Warranty Period has expired.

 

4.2   OUT-OF-WARRANTY REPAIRS WITH FREE LABOR COSTS

Beneficiaries are eligible for ONE (1) out-of-warranty repair (“OOW Repair”) for free within TWELVE (12) months from the date Beneficiaries purchased the Product(hereinafter, “OOW Repair Period”). Only labor fees can be exempted, other spare parts cost and/or logistic cost shall subject to the respective Xiaomi Authorized Service Centre where the OOW Repair is provided.

1.Mechanism of the OOW repair

During the OOW Repair Period, Beneficiaries may:

i. Deliver the Product to Xiaomi Authorized Service Center for on-site OOW Repair

Beneficiaries may deliver the Product directly to one of the Xiaomi Authorized Service Centers listed below under Annex I " Xiaomi Authorized Service Centers" for the OOW repair.

Xiaomi Authorized Service Center will verify the original proof of purchase to determine whether the Product is eligible for the OOW Repair.

Xiaomi Authorized Service Center will inspect and provide the Beneficiaries with a work estimation for the OOW Repair. Please note that the cost of spare parts and, if necessary, logistics cost is not included under OOW Repair and shall be borne by the Beneficiaries.

Based on the work estimation provided, Beneficiaries shall decide whether to proceed with the OOW Repair. If Beneficiaries decide not to proceed with the OOW Repair, the Product will be returned to Beneficiaries and any inspection costs incurred will be borne by the Beneficiaries.

ii. Contact the Xiaomi Customer Service via local mi.com for mail-in OOW Repair

Beneficiaries shall contact Xiaomi Customer Service during the OOW Repair Period through the contact information as listed below at Annex I and apply for the OOW Repair.

Xiaomi Customer Service will request Beneficiaries to provide invoice of the purchase or delivery bill and IMEI number of the Product, in order to verify whether the Product is eligible for mail-in OOW Repair.

Upon receipt of the Product at mail-in repair center, Xiaomi Authorized Centre will inspect and provide the Beneficiaries with a work estimation for the OOW Repair.. Please note that the cost of spare parts and logistics is not included under OOW Repair and shall be borne by the Beneficiaries.

Based on the work estimation provided, Beneficiaries shall decide whether to proceed with the OOW Repair. If Beneficiaries decide not to proceed with the OOW Repair, the Product will be returned to Beneficiaries and any inspection costs and logistics cost incurred will be borne by the Beneficiaries.

2.This OOW Repair does not apply to or cover the following situations: 

  1. The serial number and/or IMEI number is damaged or has been removed or tampered with;

  2. The Product is a counterfeit and was not manufactured by Xiaomi.

4.3   SPARE PHONE

In order to be eligible for a Spare Phone, Beneficiaries is required to visit one of the Xiaomi Authorized Service Center (listed below under Annex I) during the period of TWENTY FOUR (24) months from the date Beneficiaries purchased the Product.  Spare Phone is only offered to Beneficiaries who has brought the Product to Xiaomi Authorized Service Center for repair but the repair could not be finalized on the same day (for example due to parts in transit, delivery delays and other technical issues).

1.Mechanism of the Spare Phone service

Xiaomi Authorized Service Center will require Beneficiaries to:

i. Firstly, provide information of the Product (model of Product and IMEI number). Xiaomi Authorized Service Center will verify the eligibility for the application of this Spare Phone service.

ii. Secondly, once confirmed that all the conditions are met, Xiaomi Authorized Service Center will provide the Spare Phone to the Beneficiaries.

iii. The Beneficiaries will need to fill in and sign the “Spare Phone Lending Agreement” setting out all the conditions and obligations of Spare Phone service.

iv. Once the Product has been repaired, Xiaomi Authorized Service Center will notify the Beneficiaries and the Beneficiaries shall return the Spare Phone as per the conditions set out in the Spare Phone Lending Agreement.

2.Conditions of the Spare Phone

Spare Phone is offered at the discretion of Xiaomi and it may be either new or refurbished phones or the same model as the Product. The Beneficiaries are not free to choose the model of the Spare Phone.

Accessories or spare parts (including but not limited to charger or cable) generally will not be provided together with the Spare Phone. Where provided, the Beneficiaries must return all the items to Xiaomi Authorized Service Center.

Beneficiaries must take reasonable measures to protect the Spare Phone against damage, loss or abuse while in the Beneficiaries’ care, custody and control. If Beneficiaries fail to return the Spare Phone due to theft or loss, the Beneficiaries shall be liable for damages. In case the Spare Phone returned by Beneficiaries are damaged, Beneficiaries shall be liable for the cost to repair the damage.

4.4   EXCLUSIVE SERVICES

During the Services period, Beneficiaries can also benefit from additional hotline services: 

-  You can contact the XIAOMI Customer Service on 1800180112 (Monday to Friday 9am - 6pm).

Nonetheless, Beneficiaries may contact regular Xiaomi Customer Service through the contact information provided in Annex I.

4.5   Xiaomi Smartphone International Warranty Service

Beneficiaries who purchased Xiaomi 13 Ultra will be eligible for the Xiaomi Smartphone International Warranty Service (including SWAP repair service and software upgrade service) at the designated service center(s) of Xiaomi in the markets listed in the terms and conditions of Xiaomi Smartphone International Warranty Service for Xiaomi 13 Ultra. The services under this international warranty service will be provided: (1) in accordance with the laws and standards in the market where the services are provided, to the extent permitted by local laws, and (2) based on the availability of materials in this market, to ensure that the Product can be used normally in the market where services are provided.

Please refer to the terms and conditions of Xiaomi Smartphone International Warranty Service for Xiaomi 13 Ultra https://www.mi.com/my/service/support/xiaomi13ultra-iws.html  to get more information.

5. MISCELLANEOUS

5.1. Data Privacy: Xiaomi attaches great importance to your privacy and is committed to ensuring the security of your personal information. Xiaomi strictly complies with all applicable laws and privacy policies for processing your personal information necessary to provide after-sales services (including maintenance, repair and/or spare phone lending services) to you.

Xiaomi will act as the data controller and we will collect, store and use your information (name, phone number, email address, ID number) and the device information strictly for the purpose of providing you with the Services under this Terms and Conditions. Please note that we may share also this information with any of our Xiaomi Authorized Service Centers, if necessary.

To exercise your data protection rights and find out more about our privacy policies, please visit:  https://privacy.mi.com/all/languages/.  

Please be sure to delete all your files, log out your Xiaomi account and disable your security password when returning the Spare Phone, including but not limited to your personal and/or confidential documents and data. You are responsible for: (a) erasing all data (including personal and/or confidential files and data from the Spare Phone); and (b) fully back-up all data you wish to retain, before returning the Spare Phone to Xiaomi Authorized Service Center. Xiaomi assumes no responsibility for any data loss and privacy issues caused by your personal documents or data remaining on or not being deleted from the spare phone when you return it back.

5.2. The maintenance of some components may be required for replacement of spare parts. Therefore, the repaired products or parts may not be the original ones.

5.3. This offer is only applicable to the Products described above on clause 1. Other Xiaomi smartphones or products will not be eligible for this offer.

5.4. The Beneficiaries acknowledge that the general terms and conditions described on https://www.mi.com/my/service/warranty/ remain applicable. In the event of a contradiction between these Terms and Conditions and the general terms and conditions described on the relevant www.mi.com page, these Terms and Conditions shall prevail. These terms and conditions are subject to Malaysia Law.

THIS AFTERSALES OFFER DOES NOT EXCLUDE, LIMIT OR SUSPEND OTHER RIGHTS YOU MAY HAVE. FOR A FULL UNDERSTANDING OF YOUR RIGHTS, WE INVITE YOU TO CONSULT THE LAWS OF YOUR COUNTRY, PROVINCE OR STATE.

 

ANNEX I

XIAOMI AUTHORIZED SERVICE CENTERS AND XIAOMI SERVICE CONTACT INFORMATION

Xiaomi Authorized Service Centers

https://buy.mi.com/my/support/after-sales/local-repair

Xiaomi Service contact

Web chat: www.mi.com/my

Xiaomi Customer Service phone: 1800180112 (Monday to Friday 9am - 6pm).

Email address: service.my@support.mi.com