Customer Support

  • Return and Replacement policy

    OnePlus phones and accessories are made to the highest standards and undergo rigorous testing. If you are not satisfied with your OnePlus product for any reason, you may request a return within 15 calendar days of delivery. Once we approve your request and receive the product, we will give you a full refund.

    Hardware purchased directly from OnePlus is covered by a Limited Warranty on workmanship and materials, commencing from the date of delivery and for the duration of:

     

    Item Type Duration

    OnePlus One / OnePlus 2 / OnePlus X / OnePlus 3&3T / OnePlus 5

    (incl. battery)

    Return and Replacement

    Warranty

    15 Days

    12 Months

    Charger, Date Cable, Earphones, Power Bank

    Return and Replacement

    Warranty

    15 Days*

    12 Months

    Screen Protector, Flip Cover, Protective Case, StyleSwap Cover

    Return and Replacement

    Warranty

    15 Days*

    15 Days


    *Must be unopened and in original packaging.

    Return requests made outside of the 15-day period will not be accepted. We may also choose not to accept returns in the event of:

    • Defects or damages caused by misuse, neglect, physical damage, tampering, incorrect adjustment, normal wear and tear or incorrect installation after purchase.
    • Price fluctuations being the sole reason for return.
    • Customized customer contracts.

    In all cases, we will inspect the product and verify the fault. To qualify for a replacement or refund, devices must be in "as new" condition with the original packaging. Accessories must be sealed in their original packaging. We reserve the right to refuse a refund if the product returned is deemed to have been damaged.

    Please contact OnePlus customer service to request a return at https://oneplus.net/ca_en/support. Without a verified return request, the returned package will be declined. Return requests cannot be cancelled once they have reached "shipped" status.

    Once you've contacted OnePlus customer service and requested a return:

    • You will receive and be required to submit an Return Merchandise Authorization (RMA) form. Print out the RMA form and place it inside of the shipping package you're returning.
    • Include all items from your original shipment including devices, accessories, and documentation. Do not send additional add-ons such as your SIM card, cases, screen protectors, or headphones. If such items are shipped to us by mistake, we are not able to return them.
    • Before returning any unit for service, be sure to back up your data. You are responsible for the personal information stored in your phone - please erase all personal and sensitive data on the device before sending it to OnePlus. OnePlus will not be responsible for any disclosure of data still on the returned or serviced device.
    • During service, data stored on the device may be deleted and reformatted. OnePlus is not responsible for the loss of any software programs, data or other information contained in the product’s storage. Recovery and reinstallation of third party software programs, data and information are not covered under warranty.