Customer Support

  • Is the OnePlus One water resistant or waterproof?

    The OnePlus One is not Ingress Protection (IP) certified for water and dust resistance. However, we designed the OnePlus One to hold up to day-to-day environmental factors; using your device in light rain or wet hands should not damage your phone.

    However, please be aware that your warranty may be void if liquid damage indicators inside your OnePlus One are triggered.

  • All OnePlus phones are not Ingress Protection (IP) certified for water and dust resistance. However, we have designed each device to hold up to day-to-day environmental factors. Using your device in light rain or with wet hands should not damage your phone, provided that water exposure is kept to a minimum.
    However, please be aware that your warranty may be void if liquid damage indicators inside your OnePlus device are triggered.

     

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  • Please see below for a quick step-by-step tutorial for creating an RMA:


    Step 1: Head over to your "My Orders" page and click the 'service request' button to begin your repair and warranty claim.
    Step 2: Select RMA Type. You can select Return, Replacement, or Repair.
    Step 3: Choose the "Items".
    Step 4: Fill in "Reasons" and upload an attachment.
    Step 5: Confirm your email.
    Step 6: Choose or input an address.
    Step 7: Submit the RMA request.


    If you successfully submitted the RMA, you can find it under My Account > Service Request.


    Please note: Self Service RMA is only applicable to devices purchased on OnePlus.net. You will need to contact OnePlus Customer Support Team if you purchased your device from one of our official distributors.

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  • OnePlus phones purchased on oneplus.net come with a 2-year limited warranty, starting from the date of delivery. Unless otherwise specified, this warranty covers the hardware components of the Product as originally supplied and does not cover, or partially covers, software, consumable items, or accessories even if packaged or sold together with the Product. This warranty is only redeemable within the original country or region of purchase.
    The limited warranty only covers product defects caused by workmanship or build materials. To make a claim, please present your original Proof of Purchase (invoice), model and serial number of your product, and photographic evidence of the product’s defects to OnePlus Customer Service at https://oneplus.net/support.
    OnePlus may use rebuilt, reconditioned or new parts and components when repairing any product. Alternatively, we may replace the defective product entirely with a rebuilt, reconditioned or new OnePlus product.

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  • Please visit our OnePlus One China customer service webpage or contact [email protected] for more information regarding warranty and customer support options.

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  • If you are not satisfied with your OnePlus product(s) for any reason, you may request a return within 15 calendar days of delivery. To do so, please submit a support ticket requesting the return or replacement. Our support agents will guide you through the Return Merchandise Authorization process. While you don't have to specify a reason, we would certainly appreciate your feedback. Once your package is received and checked toverify that warranties are still valid, we will issue a full refund or a replacement for all eligible product(s).
    Please note that all accessories must be new and unopened to be elligible for refunds. To qualify for a replacement or refund, devices must be in "as new" condition and, if possible, with the original sealed packaging intact. Accessories must be sealed in their original packaging. If the accessory is returned for no reason, then we will deduct the return shipping fee from the returned amount. 

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  • If your device has more than 3 dead pixels or if the dead pixel is greater than 0.15mm in size, we can offer a replacement.  

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  • You may request to return the complete bundle for any reason within 15-day of delivery. Once we approve your request and receive the product, we will give you a full refund. If there is any defective product within your bundle, i.e. charger, or cable, please contact our customer support team for warranty inquiry.  


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  • The technical process of rooting or unlocking the bootloader does not void the warranty of a OnePlus device. However, we strongly suggest for you to only root or unlock the bootloader of your OnePlus device if you are confident in your understanding of the risks involved.
    By accessing resources regularly unavailable to the software, you may damage your hardware during or after the procedure. Such damage is not covered under warranty. In warranty handling, we will first need to verify that any faulty behavior is unrelated to rooting / unlocking.

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  • If you're here, then before we take you through the refund process, we would first like to apologize for the mishap and inconvenience.

    Return/Replacement Process:

    1. Provide clear pictures of the entire parcel: packaging box and phone device box.

    2. Submit a ticket under "Warranty and Repair" and include a short description along with the necessary attachments  

    3. Sit back and relax. Our team at OnePlus will follow up with further steps. 

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  • Our repair services are strictly limited to repairing or replacing your device. We will not be able to handle add-on accessories you purchased during this process.  

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  • Unfortunately, we do not currently sell specific parts.  

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  • By providing us with videos and photos, you will help our repair team identify the issue and expedite the diagnostic process.  

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