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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.
You can buy directly from oneplus.net if you live in the following countries and regions:
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.
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.
For complete details about your plan, including provider information, limitations and exclusion, refer to the Coverage Summary and sample Terms and Conditions.
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.
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.
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.
You can find the manual at https://oneplus.net/support/downloads
Signing in to your OnePlus official website will be required when purchasing from our store or posting on our official forums.
You can either sign up for a OnePlus account via your email address or sign in with your Facebook or Google account.
Streamlining the OnePlus account services means that our customer service agents are able to view your orders and account status while viewing your ticket. This ensures a faster response from our customer service team.
Unfortunately, you cannot alter a username. If it is a matter of privacy, please submit a ticket or contact an admin on the forum requesting help.
Please follow the steps to below to edit your OnePlus Account email address:
1. Sign in to your OnePlus Account. If you are unable to sign in to your OnePlus account, please first try resetting the password.
2. Once you've signed in, select "Edit Email Address" and enter in your new email address.
4. Enter the password associated with the account. Once we authenticate the password, a confirmation link will be sent to your new email address along with a notification to your old email address.
5. You will have 24 hours to confirm the link.
6. If the confirmation link expires, simply repeat the steps again to edit your email address. We hope this helps!
(Note: Please check to make sure OnePlus emails are not entering your spam or junk folder!)
Please follow the steps below to reset your OnePlus Account password: 1. Select "Forgot Password" located just below the "Login" button when you sign in to your OnePlus Account
2. Enter the email address of the account you wish to reset the password for.
3. If an account associated with said email exists, a password reset link will be sent to the email address (Note: this may take a couple of minutes)
4. Once you receive the confirmation link, simply click the link and follow the quick and simple steps to reset your password We hope this helps! (Note: Please make sure OnePlus emails are not entering your spam or junk folder)
You may unsubscribe from our newsletter at any time using the following methods: By emailClick on the "Unsubscribe" link at the bottom of any OnePlus Newsletter.
If you are not able to confirm the new email address of your account within 24 hours, the new email address will not be updated. You will be able to log in using your old email address. If you fail to receive the confirmation email after you reset your password or email address, the email may be caught in your spam filter. If you are still unable to locate the confirmation email, please send an email to [email protected] for assistance.
You may contact Assurant by visiting plusclaims.com or calling 1-866-708-6570.
Here are the supported bands for the OnePlus 3
Network Connectivity:GSM: 850, 900, 1800, 1900 MHz
North America model:WCDMA: Bands 1/2/4/5/8FDD-LTE: Bands 1/2/4/5/7/12/17/30CDMA EVDO: BC0
Europe/Asia model: WCDMA: Bands 1/2/5/8FDD-LTE: Bands 1/3/5/7/8/20TDD-LTE: Bands 38/40
China model:WCDMA: Bands 1/2/5/8FDD-LTE : Bands 1/3/7TDD-LTE: Bands 38/39/40/41TD-SCDMA : Bands 34/39CDMA EVDO: BC0
You may also visit our OnePlus 3 specs page for more details.
You may cancel the protection plan at any time by calling 1-866-708-6570. Cancellation provision varies by state. Refer to your actual Terms and Conditions for details.
Prices in different countries to which we ship depend on operating costs, taxes, and other factors. It is our goal to set the lowest feasible prices for each market.
If you have ordered a OnePlus device at the original price fewer than 14 days before a price drop announcement, we will issue you a refund for the price difference.
Currently, you may purchase the protection plan for the OnePlus 3, OnePlus 2 and OnePlus X devices. Please stay tuned as we are working on making it available for more of our products.
Currently, the option to purchase the protection plan is only available before finalizing your OnePlus device order.
In the product page, you will have the option to purchase the optional protection plan. Simply add the protection plan of your choice to your order.
The On-Guard Plus 24 and On-Guard Plus 18 protection plans protect your OnePlus device against accidental damage (including drops, spills and cracks) from day one, plus mechanical breakdown, after the manufacturer's warranty expires. The On-Guard 12 protection plan protects your OnePlus device against mechanical breakdown after the manufacturer's warranty expires.
Normally, customs fees are already paid for. If you encounter a situation where you are asked to pay additional fees we strongly advise that you decline the payment. If you have already paid, please keep the invoice or evidence of payment and contact OnePlus customer support as soon as possible.
This could be an order status delay. Please check your account after 24 hours. If the status still is still "pending" after 24 hours, please contact us and we will forward your issue to our Payments team.
Unfortunately once an order is placed you will not be able to change the shipping method, Be sure to double check before giving the go-ahead!
You may track your order by visiting links below depending on the courier used：
Or you can track your order by visiting: OnePlus tracking
Once your order has been processed, your shipping times will vary depending on the shipment method selected:
Please note: These shipping time frames are only guaranteed under normal circumstances. Shipping times may be delayed due to uncontrollable circumstances such as weather delays, customs etc.
Rest assured you have not been charged twice. Please contact your card issuer, as the money could be held by the bank.
Most of our couriers will make three attempts at delivery before marking a parcel as undeliverable. Once your parcel is marked as undeliverable it will be returned to warehouse. Once we received your returned parcel we will then process a refund to the original account used to purchase the item(s). If you have any questions, please do not hesitate to contact OnePlus Support.
Items shipped via priority are shipped by air which results in faster delivery times. Once a parcel is shipped via priority it will take 1 – 3 business days to arrive. Standard shipping is more economically friendly and will take up to 4 – 7 business days to arrive. We strongly suggest priority shipping as it is faster and a better overall experience.
First you should confirm the tracking information and the outer packaging, check if there are any breakages or abnormal damage. Then, please open your parcel in front of the courier to confirm the quantity and marque of merchandise and packing list. If there is anything abnormal, please contact OnePlus Customer Support.
If you received wrong or missing merchandise please contact OnePlus Support ASAP with photo evidence of your claim. Once we receive your claim we will process it ASAP.
If you feel that your parcel is lost or missing, please contact OnePlus Support ASAP. We will carry out a full investigation to determine the next steps. Once we obtain all of the relevant information it will take 5 to 7 business days to process. We will do our best to handle your case ASAP.
If you noticed that your parcel is damaged when you sign for it, please request the courier to make an abnormal remark on the shipping label. Please keep the original packaging and contact support ASAP. When you contact us, be sure to include pictures and evidence along with your claim. Once we obtain all of the relevant information it will usually take 5 to 7 business days to process.
If you notice that your tracking number has not been updated for an extended period of time please contact OnePlus Support ASAP. Once we obtain all of the relevant information it will take 5 to 7 business days to process. We will do our best to handle your case ASAP.
Shipping fees depend on your shipping address. If the shipping address is a remote area, the shipping fee may be higher than usual.
When you click “Checkout”, the items in your cart will be reserved for you. Please note that the order must be paid within 3 hours. Adding a product to your cart does not reserve the item for you.
This may happen when the product is in stock while browsing, but the product is out of stock when you click the button. You can try again when it is in stock.
If the product runs out of stock between adding it to the cart and checking out, that item will not appear on the order page.
Please check your region in the footer of our website and select the country with which your address is associated.
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.
First, you will want to look into why it might have failed, there could be various reasons:
Here is a list of actions you could take:
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.
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.
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.
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!
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)
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.
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.
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.
If you're here, then before we take you through the refund process, we would first like to apologize for the mishap and inconvenience.
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.
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.
Unfortunately, we do not currently sell specific parts.
By providing us with videos and photos, you will help our repair team identify the issue and expedite the diagnostic process.
We've moved the Tech support FAQ to Warranty and repairs page, please click here for more information.
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.
Please contact OnePlus Customer Service for enquiries regarding Limited Warranty.
Please visit our OnePlus One China customer service webpage or contact [email protected]
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.
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.).
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.
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.
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 accessories2. User made physical damage
Maximum 50% of item's purchase priceRejected items will be returned to sender
Item's outside the limited warranty period.
0% of item's purchase price
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:
Return and ReplacementWarranty
15 Days12 Months
15 Days*12 Months
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:
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:
To return an item, please submit a ticket at https://oneplus.net/support.
Post your questions and get help from our OnePlus community, you can also look for existing forum threads for quick help. Visit our OnePlus Forum
Can't find what you are looking for? Please contact our support by submitting a ticket, live chat or give us a call +1 (858) 609-6590.