Returns and Cancellation

• Can I only return one item from the bundle?

  Yes. You can return some of the products in your order while keeping others. However, if you ordered a bundle or have received a gift with your order, you may have to return the bundle or gifts to receive your full refund. Please see our Return Policy or Terms and Conditions of Sale for more details.

• I have placed an order but also an email saying that my order is cancelled.

  Please click TRACK ORDER to check if the order is cancelled or not. If it was cancelled, please order again.

• Can I cancel my order?

  You can cancel a purchased product before it's packaged in the HONOR warehouse. You can apply for cancellation by going to My Account after logging in. For guest orders, please contact HONOR service support team.

• I have returned my ordered devices. When will I be refunded?

  We will process your refund once the item arrived at warehouse. It usually take 7 – 14 working days to complete the refund process . please contact HONOR service support team or your bank for any abnormal matters.

• Can I replace my device for the same device but a different colour?

  No, sorry the colour of device can not be replaced.

• What actions should I perform before packing a product that I want to return?

  Please ensure returning all the items, including accessories

• My invoice was not shipped with my order.

  Please click TRACK ORDER where you can find the invoice in the order details.
  Or you can find it attached on the invoice email in your mailbox.
  -If you can't find/download the invoice as above. Please contact HONOR customer service for help.

• How long is the No Reason Return (withdrawal) period?

  You have 14 days to notify us if you wish to return a product. Generally, this starts on the day following your acceptance of the delivery. Please see the Terms and Conditions of Sale for more details.

• How can I return my item?

  If you buy your products with an account, you can submit your return request using the following methods:
  Log into your account;
  Go to "My Account";
  Select "Orders";
  Select the order you want to return / exchange;
  Select "REFUND" or "EXCHANGE";
  Fill in the information required for your return;
  Submit your return / exchange request;
  If you are shopping as a guest, please contact the HONOR support team to request your return / exchange. You may inform us of your decision within a period of 14 days.
  For other questions about your right of withdrawal, please refer to our Return and Exchange.

• Can I return a portion of my order?

  Yes. You can return some of the products in your order while keeping others. However, if you ordered a bundle or have received a gift with your order, you may have to return the bundle or gifts to receive your full refund. Please see our Return Policy or Terms and Conditions of Sale for more details.

• What happens if I don't return a product in full (e.g. didn't return the accessories)?

  Please return all accessories when they return the product, including complimentary gift. Otherwise the return can not be fully refunded.
  If the order cannot be fully returned due to force majeure, the corresponding write-off amount (not the payment amount) will be deducted.

• Can I choose DHL to return my parcel?

  Yes, DHL is our service carrier.

• Where can I download the return label?

  If you can't get the return label please contact HONOR customer service.

• I haven't received the return label, what should I do?

  Please contact the HONOR service support-customer service. We will either send you the label again or create a new label for you.

• Can I fill the pick up time in the system manually if there are no options suit for me?

  If you purchase products with an HONOR account or third-party account, you can choose the pick up on options.
  If you purchase as a guest, please contact HONOR customer service to apply for return/exchange.

• If DHL does not come to pick up the package on time, can I leave the returned package at the collection point?

  Please contact with DHL customer service for confirmation or arrange a re-pick up.

• How long does it take to process my refund?

  We will process your refund once the item arrived at warehouse. It usually take 7 - 14 working days to complete the refund process.