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  • 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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  • You can buy directly from oneplus.net if you live in the following countries and regions:

     

    • Austria
    • Belgium (Nederlands)
    • Belgium (Français)
    • Bulgaria
    • Canada (Français)
    • Canada (English)
    • Croatia
    • Cyprus (ελληνικά)
    • Cyprus (Türk)
    • Czech Republic
    • Denmark
    • Estonia
    • Finland
    • France
    • Germany
    • Greece
    • Hong Kong
    • Hungary
    • India
    • Indonesia
    • Ireland
    • Italy
    • Latvia
    • Lithuania
    • Luxembourg (Français)
    • Luxembourg (Deutsch)
    • Malta
    • Netherlands
    • Poland
    • Portugal
    • Romania
    • Slovakia
    • Slovenia
    • Spain
    • Sweden
    • United Kingdom
    • United States


    We only ship to the countries listed above. Many of our customers in other countries use friends or mail-forwarding services to receive their order, but OnePlus does not officially support or endorse third-party services.
    OnePlus products are also available from authorized retailers in Bahrain, Israel, Kuwait, Malaysia, Oman, Qatar, Saudi, Singapore, UAE etc - please check https://oneplus.net/retailers for the full list of stores.
    If your country isn't covered yet, don't worry - we are constantly expanding our efforts to reach OnePlus fans all over the world. Tune into the OnePlus Forums, Facebook, Twitter and Google Plus pages to keep on top of news releases.

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  • You may cancel your order under the "My Orders" section of your OnePlus Account, as long as the cancel order button is active and your order is under pending shipment. Once your order has been processed and shipped, cancellation will not be possible and you may refuse the parcel upon delivery; we will issue a refund once we've inspected and received your parcel. 

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  • For complete details about your plan, including provider information, limitations and exclusion, refer to the Coverage Summary and sample Terms and Conditions.

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  • You may request return of 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 refund,minus the shipping fee. If there is any defective product within your bundle (i.e. charger, cable, etc.), please contact our customer support team for a warranty inquiry.

     

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  • We have two shipping methods for most regions - Standard and Priority. You can select one of these during checkout. The cost will be automatically calculated for your order. 

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  • If you are here, 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". Include a short description, along with the necessary attachments
    3. Sit back and relax. Our OnePlus team will follow up with further steps.

     

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  • Please confirm that the credit card information has been filled in correctly. If this is the case, please try again after a few minutes. If the problem persists, check with your credit card issuer or try a different method of payment. You may also try to use a different payment method, i.e. PayPal. If the payment still fails, please send us a screenshot of the error message.

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  • First, you will want to look into why it might have failed, there could be various reasons:

     

    1. A problem with the credit card
    2. Your online Payment Gateway settings
    3. Incorrect card details provided during payment

     

    Here is a list of actions you could take: 

     

    1. Make sure that your debit/credit card details are correct when making a purchase.
    2. Try to use an alternative card or payment method such as PayPal if possible.
    3. Contact your debit/credit card provider with the error message, they may be able to identify the issue you are having.
    4. If you are still having transaction problems, please contact us with details of the error message.

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  • CVV Number (“Card Verification Value”) is a 3 digit number available on the back of your credit/debit (VISA®, MasterCard®) card. On American Express® branded credit or debit card it is a 4 digit numeric code located on the front of the card.


    This code is often used for verification purposes, especially for online purchases to prevent fraud. Providing the CVV number implies that the person placing the order has physical possession of the card.

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  • Rest assured that we do not collect or store your credit card details. All payments are handled by either PayPal or Cybersource, based on your method of payment. Once you reach the final stage of the checkout process, you will be taken directly to PayPal’s / Cybersource' secure site. Your credit card details are never accessible to us.

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  • Currently, the available payment methods for purchasing from our website are PayPal and Credit Card. For PayPal inquires, please contact PayPal directly at 1-888-221-1161 (U.S.) or 1-402-935-2050 (calling from outside the U.S.) For Credit Card inquires, please contact your issuing bank for more information. 

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  • After placing an order, you will have 3 hours to complete the payment. OnePlus will also send out reminders. Orders will be cancelled automatically if the payment is not completed within 3 hours. Don't worry if you miss the 3-hour window! Simply re-purchase the items when you’re ready! We are open for everyone, every minute!  

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  • If you are using a PayPal account, please make sure that your shipping address exactly matches the address that you have on file of PayPal. An extra space or missing punctuation can cause the payment to fail. Once you have amended your shipping information, please try again.

    If you are using a Credit Card, please make sure that all credit card information is correctly filled in. Your order can be found in the Pending Payments tab under My Account.

    If payment problems persist, please contact PayPal or try a different method of payment. PayPal's phone numbers are: 1-888-221-1161 (US), 1-402-935-2050 (if calling from outside the US)

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  • 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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  • 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.

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  • If you are here, 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". Include a short description, along with the necessary attachments
    3. Sit back and relax. Our OnePlus team will follow up with further steps.

     

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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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  • 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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  • OnePlus phones purchased on oneplus.net come with a limited warranty of 1 year 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, present your original Proof of Purchase (invoice), model and serial number of the product, and photo 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.

     

    The limited warranty does not cover:

     

    • Defects or damage resulting from accidents, neglect, misuse or abnormal use; abnormal conditions or improper storage; exposure to liquid, moisture, dampness, sand or dirt; unusual physical, electrical or electromechanical stress.
    • Scratches, dents and cosmetic damage, unless caused by OnePlus.
    • Defects or damage resulting from excessive force or use of metallic objects on the touch screen.
    • Devices that have the serial number or the IMEI number removed, defaced, damaged, altered or made illegible.
    • Ordinary wear and tear.
    • Defects or damage resulting from the use of the product in conjunction or connection with accessories, products, or ancillary/peripheral equipment not furnished or approved by OnePlus.
    • Any physical feature defects or damage resulting from improper testing, operation, maintenance, installation, service, or adjustment not furnished or approved by OnePlus.
    • Defects or damage resulting from external causes such as collision with an object, fire, flooding, dirt, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse, or improper use of any electrical source.
    • Defects or damage resulting from cellular signal reception or transmission, or viruses and other software problems introduced into the product.
    • Products not purchased from oneplus.net.


    Please contact OnePlus Customer Service for enquiries regarding Limited Warranty.

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  • You may request return of 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 refund,minus the shipping fee. If there is any defective product within your bundle (i.e. charger, cable, etc.), please contact our customer support team for a warranty inquiry.

     

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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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  • 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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  • Neither party will be responsible for any delay or failure to comply with these terms if the delay or failure arises from any cause beyond their reasonable control (wars, natural disasters, extreme weather conditions, etc.).

     

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  • All returned product(s) will be fully inspected. To qualify for a refund, the product(s) must be in new condition and, if possible, with the original sealed packaging intact. We reserve the right to provide a partial refund or refuse a refund if the returned goods are deemed to have been damaged. You can refer to the details of the OnePlus Return Policy here. Please note, the return shipping fee for the rejected items will not be covered by OnePlus.

    Partial Refunds

    You may receive a partial refund in the original form of payment for the items listed below.

    Please note: All returns will be inspected at our service centers. The refund amount will not include the original shipping and handling fee. Should the device not meet the requirements, we reserve the right to reject the return.

     

     

    Your Return

    Receive

    Non-defective items that are returned opened and within
    the item’s return policy period.

    85% of item's purchase price

    Non-defective items that are returned unopened and
    beyond the return policy period.

    50% of item's purchase price

    Items received in the following condition may be subject to
    a partial refund or rejection:
    1. Items not in original condition, damaged, no retail box,
    missing accessories
    2. User made physical damage

    Maximum 50% of item's purchase price
    Rejected items will be returned to sender


    Item's outside the limited warranty period.


    0% of item's purchase price

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  • 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 (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 full 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. 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/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.

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  • To return an item, please submit a ticket at https://oneplus.net/support.

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