Replacement Policy

Replacement

Our return policy allows you to get a complete replacement of the product within the specified timelines mentioned below if it is found to be functionally defective or is not as in accordance with specifications as advertised.

In such a case, please report the issue to us by contacting our support team https://www.oneplus.in/support/contact?from=foot or by directly visiting any of our service centers. As a part of our troubleshooting process, we might ask you to download certain diagnostic tools to detect the issue with the device and post validation of the complaint, we would initiate the replacement procedures.

You can refer to the section below to find out the return policy for each category that we sell:

Product Category	Defect(s) covered	Return window (From the date of purchase)
Handsets	Manufacturing defect/Dead on Arrival	15 days
Television & Monitors	Manufacturing defect/Dead on Arrival	30 days
Screen protectors and Mobile cases	Product damage/defect	15 days
Gear (Badges, Keychains, T-shirts, Bags)	Product damage/defect	15 days
Other accessories	Product damage/defect	15 days

Note: - For the televisions bought from OnePlus directly, this policy shall overrule the general returns policy.

(Replacement of television is offered if the product is found to be dead on arrival or has manufacturing defects in it. Unboxing of the device and installation will be handled by OnePlus service engineers and if any issue is identified with the product during the process, we shall initiate replacement. Customers should refrain from unboxing the product as that would void the replacement warranty of the product.)

Frequently Asked Questions

1.What happens if a problem occurs post installation?

Our products undergoes stringent quality measures before it is sold hence in the unlikely event that you identify a defect in the product, please reach out to our Support team https://www.oneplus.in/support/contact?from=foot or book for repair by logging in to your OnePlus account:

OnePlus Support (Support - OnePlus (India))

Select ‘Repair Service’- Request Repair

· Click on ‘Book a repair’.

· Update the device details and contact information.

· Select the convenient slot for device inspection.

· Submit the request.

Post successful submission of the request, our Service team will review the request and appoint a service engineer who would visit your premises and diagnose the device. Based on the defect found, resolution will be provided.

2.How do I track repair status?

For the request raised through OnePlus care App, you can track the status in the App itself. If raised through OnePlus call center/service center, you will receive the reference ID and message notifications with the progress of the request.

3.Do I need to pay for repair?

If the product is within warranty period, service charges are not applicable for any manufacturing defect. For devices out of warranty, charges may apply. Our Service team will share an estimate before proceeding with the repair.

1.What is the TAT for a repair request of mobile device?

The repair services usually get completed within 7 to 10 working days for pick-up services whereas for direct walk-ins, the repair gets completed in 2 hours.

2.How will the product be collected from me?

For the approved cases, we generally arrange for pick-up and drop of the product to your location. Please note that the facility is not available PAN India and please reach out to our support team to check the feasibility in your location.

3.I do not have the brand box; will you reject the returned item?

We will be approving replacement only if the below conditions are met:
• Once we determine that there is no customer induced damage (scratches, dents etc.) other than the defect reported.
• All the in-the-box accessories such as manuals, freebies etc. must be returned.
• Product's original packaging/ box should be undamaged.
• The serial number of the product should match and the MRP tag also must be included.