FAQs Have a question? Check out these FAQs

• How long will it take to carry out after sales services for phones bought during the Soft Launch?

  Aftersales services such as repair and replacement for phones bought during the Soft Launch will take longer than they typically do in other countries. The average time would be at least 12 to 13 days.

  Once you submit your repair service request we will process your request within 24 hours. Once approved, you will receive an email from our support team with further instructions. Please ship the parcel at your convenience.

  After our Service Center receives your package our engineers will complete a thorough inspection of your device. The inspection and repair process will take up to 2 business days. During the inspection process, if your device is identified as out of warranty (details please see Privacy & Legal), our customer care team will contact you with an option to either repair the device for a quoted price or have your device returned to you in case repair quotation was refused.

  Upon repair, we will ship back your device in a secure package and provide a tracking number for your convenience.

• What can I return?

  You can return products purchased at www.oneplus.net within 15 days of delivery for a refund or replacement. Please note, you must return data cable and charger together with your device to be eligible for return. Accessory returns must be in new condition with original packaging. For details of our return policy, please refer to Privacy & Legal.

• Why I can’t submit a service request?

  If you failed to submit a service request it might be because of the following reasons:

  Your request is already under process

  Your request has exceeded the return/replacement period.

  If stated possibilities don't apply please reach out to us through support.