Customer service
1 Delivery time and pre-order
1.1 What is the standard delivery time for your products?

If you order before 20:00, the product will be delivered the next day. Please note that we must have the product in stock and that it is not on pre-order. Note: this only applies to orders within the Netherlands and Belgium. More information about other countries can be found here: https://www.xiaomiproducts.nl/en/service/verzending/. Orders placed at the weekend will be dispatched on Monday.

1.2 What does pre-order mean on your website?

When a product is listed on our website as pre-order, it means that we do not currently have it in stock. Often there is a date listed when we expect to be able to deliver the product. If that date is not mentioned, it will most likely take at least another three weeks. Of course you can still order the product and it will be delivered as soon as it arrives!

1.3 Is the pre-order date always the date I get my product delivered?

Unfortunately, we cannot always deliver your order on the date stated, as it is an estimate and we are dependent on our suppliers. In some cases, you may therefore receive the product a little earlier or a little later.

1.4 I ordered a product before 8pm, it is not a pre-order and I still have not received it, how is this possible?

In some cases, a delivery takes a little longer if it is a larger package, as PostNL may take a little longer to process it. It is also possible that the payment has not been completed yet. Please log in to your XiaomiProducts account to check the status of your payment. Of course it is also possible that the package was delivered to your neighbours.

1.5 I have placed an order with several products, but there is also a pre-order included. When will I receive my order?

To avoid double shipping costs, we send everything at once. If you would like to receive your order in two shipments, you can transfer the shipping costs (NL= €4,95 - BE= €5,95) and mention your order number. Always send us a message about this! For shipping costs to other countries, please consult this page: https://www.xiaomiproducts.nl/en/service/verzending/

2 Returns
2.1 I have received my order, but would like to return it anyway. What is the best way to do this?

You can always return an order within 14 days of receipt. It is important that the product is still in new condition and is returned in the original undamaged packaging. For hygienic reasons, an exception applies to our earphones.

2.2 What about the return costs?

If you return a product within 14 days, you must pay the return costs.

2.3 I have received a different product than I ordered, how can I correct this?

If it is an incorrect delivery from us, we can provide you with a return label. As soon as we have received the product, we can send you the correct product. Please inform us about this by e-mail.

You can of course also re-order, in which case you will receive the correct product the very next day. We will refund the money of your first order after receiving the wrong article.

2.4 I have returned my product to you, when can I expect a response?

We can be very busy and the return process takes a bit more time. Because of this, the response time from us varies. It may take between 2-7 days before you receive a response regarding your return.

3 Product information
3.1 Where can I find the product information per product?

In principle, most of the specifications and information can be found on the product page itself. If there is anything incomplete, you can probably find it on the internet. If you really can't work it out, you can of course always contact us directly.

3.2 I can't connect my product with my phone or with the app, what can I do?

Most products can be factory reset or hard reset. It is important that you then delete it from the Bluetooth cache data by clicking on the (i) icon and clicking on "forget device". It should then be possible to pair the device again using the right app!

3.3 For some products on your website I have the option to buy it "second hand", what does this mean?

Second hand products are always like new and have a two year warranty just like new products. There may be a small scratch on the product, the packaging may be damaged, or the customer may not have been satisfied with the product. The stock of these second-hand products varies and is often minimal. So be quick!

4 Ordering and payment
4.1 What payment methods do you offer on the website?

Via our website you can pay with the following payment methods:

- IDEAL
- PayPal
- Visa card
- MasterCard
- Bancontact
- BANK CARD
- SOFORT Banking
- Belfius
- ING HomePay
- American Express
- Giropay
- Meastro
- Bank transfer
- Cash on pickup

4.2 Can I also collect a product from your warehouse in Barneveld?

This is possible, but you must first place an order via our website. At the checkout, you can indicate that you want to collect it from our warehouse in Barneveld. You can choose to pay for it via the website or by debit card at our warehouse. Please note: you will receive a separate pick-up confirmation when your order is ready.

4.3 Do you have a valid discount code at the moment?

Every now and then we have a nice promotion or discount code, which we almost always communicate in our newsletter or on our socials. So follow Xiaomiproducts on Facebook, Instagram and subscribe to our newsletter.

4.4 During the checkout process, I (accidentally) chose to collect from the warehouse. How can I still have it delivered to my home?

This is always possible and there are two options. We can cancel the order so that it can be placed again, whereby you can opt for home delivery. You can also transfer the shipping costs to NL11INGB0007367166 stating the order number.

5 Warranty
5.1 My product is not working properly anymore, can I claim warranty?

We offer a standard two-year warranty on technical faults, unfortunately user damage is not covered by the warranty. Many of our smart products and earphones are resettable, we always recommend doing this first and then resetting or pairing the product. This solves a large part of the problems. It is also useful to check whether your device has the latest firmware.

5.2 What about warranty on larger and more expensive products?

Of course, you also have a two-year warranty on this product, but the warranty process is often slightly different.


In the first instance, we will have to contact the supplier regarding the handling of the product. On that basis, we will be able to give you a deadline for the repair/replacement of the product. Most repairs can be done on site, but in some cases we have to send the product for repair. Therefore, the return process for a large/expensive product takes a little longer than for other products.

 

6 Other
6.1 You have the lowest price guarantee. I see the product cheaper elsewhere, what can I do?

In this case, it is important that both web shops apply the same conditions. These include the same delivery time, warranty period and the fact that the company must also be based in the Netherlands. If all of this is correct, then you can email us about it!