Return policy

Overall Return Guidelines

These are OALE Mobile's ("OALE", “we” or “our”) Overall Return Guidelines applicable only to products purchased by you directly from the OALE.COM. If you purchase products through offline channels, please contact the final vendor who sells the products to you. All returns must meet the overall guidelines in order for the individual return policy to apply.

● All product returns require a RMA service order number. You may obtain a service number by contacting OALE Customer Contact Center through online chat or (+234) 704 257 862 (Monday to Saturday from 09:00 am to 18:00 pm (London Time). And you can also send email to service.ng@xiaooalemobile.com
● If you return items in which you've saved personal information, you must erase this information completely before sending the product back to us. For OALE phones, you also need to log out of your OALE account on the phone before returning.
● Purchase of items (i.e. OALE Robot Vacuum), please keep the original package for at least 30 days within the return policy period in case any return or replacement request.
● Products that are received by OALE in any of the following conditions are not eligible for return and will be rejected:

● Any product not purchased from OALE.COM
● Any product with missing, damaged, altered, or otherwise unreadable IMEI or serial number label, manufacturer model or part number label.
● Any product that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product.
● Any product that exhibits physical damage.
● Any product which appears tampered, customized, or altered in any way.
● Any consumable product that already opened, such as towels, pillow, toothbrush, mask.

Standard Return Policy

● For the products of proper quality: return for refund or replacement within 14 calendar days from the invoice or delivery date, which is later.
● or the products with manufacturing problems: return for refund or replacement within 30 calendar days from the invoice or delivery date, which is later.
● We will offer you the option to return the product via a pre-paid carrier option. A jiffy bag/label can be obtained after creating returns through OALE Customer contact center. You need to follow the mail instruction to pack the defective device and drop off to the nearest post office to deliver it to Authorized Service Partner. The proof of purchase shall be deliver to Authorized Service Partner along with device. Please be noted you need to deliver the product as soon as possible, or your return request number will be invalid.
● Return costs are free for refund and replacement returns of the same item within the return policy period, only provided the product are defective due to manufacturer reason.

Shipping Costs for Returns

OALE will bear the shipping costs in case of return/shipment of a defect covered by the warranty or in case of return within the first 14 days following the initial purchase. Declarations must comply with OALE'sdeclaration requirements. A pre-paid return label can be obtained after successful creation of a return order by the OALE service centre.
• Please follow the instructions in the confirmation of the return decision.
• Please keep the packaging of larger products (such as scooters, projectors) in order to have the appropriate packaging in case of return/shipment.

FURTHER INFORMATION ON RETURN

BUBDLE OFFERS

Products sold as part of a bundle cannot be returned individually for a refund. In order to receive a refund, all products in the bundle must be returned within the applicable OALE return period. If any products in the Bundle are defective, a replacement may be requested within the applicable OALE withdrawal period.

PROMOTIONAL ITEMS AND GIFTS

As part of its offers, OALE may provide free promotional items with its products. If you wish to obtain a refund for a product purchased together with its promotional items, all items must be returned. Otherwise, the return may be refused for a refund. To receive a replacement for a purchased item that included promotional items, the defective item must be returned. OALE may also offer gifts to valued customers for their continued support or on special occasions. These gifts are not part of a purchase and therefore do not need to be returned.

PRODUCT NO LONGER IN STOCK

If a product is no longer in stock, OALE will refund you. This covers replacement request.

How to return a OALE item

This tutorial will guide you through the process of how to return a OALE item on OALE.COM.

● First, you may request a RMA service number by contact OALE Customer Serivce.
● Next, you need backup data, erase all personal data with the product.
● Then OALE Authorized Service Center will dispatch the jiffy bag/label to the user. Please pack the defective device and drop off in the nearest post office to deliver it to OALEAuthorized Service Center. The proof of purchase shall be deliver to OALE Authorized Service Center along with device. To avoid the cancelation of your service order, please send back the device within 30 days after receiving the shipping label.
● Then OALE Authorized Service Partner will process your return request after received the product.
● You may use the waybill Number to track shipping status.

NO RETURN POSSIBLE

If you cannot create a return request, it may be for one of the following reasons.

THE TIME LIMIT FOR RETURNING THE ITEM HAS EXPIRED

The withdrawal period for your product has expired. If the withdrawal period for your product has expired, you can no longer return it to OALE. However, you can still exercise your rights under the legal warranty and/or a OALE commercial warranty that you may hold in order to obtain the repair or replacement of the product. See the "Warranty Terms" page for more information on available warranties.

NO REFUNDS OR REPLACEMENT OF THE PRODUCT IS POSSIBLE

There is no refund or replacement possible.
See the product page in the "Warranty and Returns" section for more information on the product return policy. Note however that even if a product cannot be returned to OALE, you can still benefit from a OALE warranty for repair. See the "Warranty conditions" page for more information on the warranty scope and warranty options.

OTHER

If a product is covered by the return policy and must be returned within the time period indicated on the product page, but still cannot be returned, please contact us.

OALE- CONTACT INFORMATION

You can reach our customer service as follows:
You can contact the OALE customer centre on 0800 916 0561 (Monday to Saturday from 9.00 am to 6.00 pm).
You can use our online chat. (Monday to Saturday from 9.00 am to 6.00 pm) contact us by e-mail at the following address: service.ng@xiaooalemobile.com .

OALE WARRANTY NOTICE for SMARTPHONE

THIS WARRANTY GIVES YOU SPECIFIC RIGHTS, AND YOU MAY HAVE OTHER RIGHTS CONVEYED BY LAWS OF YOUR COUNTRY, PROVINCE OR STATE. INDEED, IN SOME COUNTRIES, PROVINCES OR STATES, CONSUMER LAW MAY IMPOSE A MINIMUM WARRANTY PERIOD. OTHER THAN AS PERMITTED BY LAW, OALE DOES NOT EXCLUDE, LIMIT OR SUSPEND OTHER RIGHTS YOU MAY HAVE. FOR A FULL UNDERSTANDING OF YOUR RIGHTS WE INVITE YOU TO CONSULT THE LAWS OF YOUR COUNTRY, PROVINCE OR STATE.

This contractual Warranty applies only to the hardware components of OALE Product (hereafter “Product”) as originally supplied and does not apply to any software or other equipment that are owned by OALE or third parties for which an end-user license agreement or separate warranty/guarantee statements or exclusions are provided or intended to apply.

1. LIMITED PRODUCT WARRANTY

OALE warrants the original purchaser that your OALE Product shall be free from defects in materials and workmanship under normal use during the warranty period. Except otherwise provided by applicable law, the warranty lasts and is provided for 2 years. Notwithstanding the foregoing clause, OALE does not exclude, limit or suspend the minimum legal warranty period imposed by applicable law.

OALE does not warrant the operation of the Product will be uninterrupted or error-free.

2. REMEDIES

If a hardware defect is found and a valid claim is received by OALE within the Warranty Period, OALE will either (1) repair the Product at no charge, use new or refurbished replacement parts, (2) replace the Product with a new or refurbished product, or (3) refund the Product, excluding potential shipping costs.

In the event of a defect, to the fullest extent permitted by law, these are your sole and exclusive remedies. Shipping and handling charges may apply except where prohibited by applicable law. Any replacement hardware product will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer, or for any additional period of time that may be applicable in your jurisdiction.

3. HOW TO OBTAIN WARRANTY SERVICE

In accordance with applicable law, OALE may require the customer to furnish proof of purchase details and warranty card with IMEI of the Product. It is your responsibility to backup any data, software, or other materials you may have stored or preserved on the product. It is likely that such data, software, or other materials will be lost or reformatted during service, and OALE will not be responsible for any such damage or loss.

4. EXCLUSIONS AND LIMITATIONS

Unless otherwise stipulated by OALE, this Limited Warranty applies only to the Product manufactured by or for OALE, that can be identified by the "OALE" or “Mi” trademark, trade name, or logo affixed to it.

The Limited Warranty does not apply to any: (a) Damage due to acts of nature or God, for example, lightning strikes, tornadoes flood, fire, earthquake or other external causes; (b) Negligence; (c) Commercial use; (d) Alterations or modifications to any part of the Product; (e) Damage caused by use with non-OALE products; (f) Damage caused by accident, abuse, or misuse; (g) Damage caused by operating the Product outside the permitted or intended uses described by OALE or with improper voltage or power supply; (h) Damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of OALE or (i) failure to follow instructions relating to the Product's usage.

Recovery and reinstallation of software programs and user data are not covered under this Limited Warranty. No OALE reseller, agent, or employee is authorized to make any modification, extension, or addition to this Limited Warranty. If any term is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

Except as prohibited by laws or otherwise promised by OALE, the after-sales services shall be limited to the country or region of the original purchase.

Products which were not duly imported and/or were not duly manufactured by OALE and/or were not duly acquired from OALE or a Xiaomi’s official seller are not covered by the present warranties. As per applicable law you may benefit from warranties from the non-official retailer who sold the product. Therefore, OALE invites you to contact the retailer from whom you purchased the product.

The present warranties do not apply in Hong Kong and Taiwan.

5. IMPLIED WARRANTIES

Except prohibited by applicable law, all implied warranties (including warranties of merchantability and fitness for a particular purpose) shall be limited to the duration of this limited warranty. Some jurisdictions do not allow limitations on the duration of an implied warranty, so the above limitation may not apply to you.

6. LIMITATION OF DAMAGES

Except prohibited by applicable law, OALE shall not be liable for any incidental, indirect, special, or consequential damages, including but not limited to loss of profits, revenue or data, damages resulting from any breach of express or implied warranty or condition, or under any other legal theory, even when OALE has been advised of the possibility of such damages.

Some jurisdictions do not allow the exclusion or limitation of special, indirect, incidental or consequential damages, so the above limitation or exclusion may not apply to you.

7. EU WARRANTY SERVICE

In accordance with EU legislation, OALE offers a warranty service between countries where OALE officially sells its Products. If you have purchased your Product in Spain, France, Italy or Portugal, you can apply for warranty service in any of these countries.

8. Contact Information

You may obtain a service number by the following ways:

First, contacting OALE Customer Contact Center through (+234) 704 257 862 (Monday to Saturday from 09:00 am to 18:00 pm (London Time)

Second, you can also chat online to get service (Monday to Saturday from 09:00 am to 18:00 pm (London Time)

Third, you can send mails to OALE service mailbox as service.ng@xiaooalemobile.com

WARRANTY NOTICE for ECO-PRODUCT

THIS WARRANTY GIVES YOU SPECIFIC RIGHTS, AND YOU MAY HAVE OTHER RIGHTS CONVEYED BY LAWS OF YOUR COUNTRY, PROVINCE OR STATE. INDEED, IN SOME COUNTRIES, PROVINCES OR STATES, CONSUMER LAW MAY IMPOSE A MINIMUM WARRANTY PERIOD. OTHER THAN AS PERMITTED BY LAW, OALE DOES NOT EXCLUDE, LIMIT OR SUSPEND OTHER RIGHTS YOU MAY HAVE. FOR A FULL UNDERSTANDING OF YOUR RIGHTS WE INVITE YOU TO CONSULT THE LAWS OF YOUR COUNTRY, PROVINCE OR STATE.

1.LIMITED PRODUCT WARRANTY

OALE warrants that the Products are free from defects in materials and workmanship under normal use and use in accordance with the respective Product user manual, during the Warranty Period.

The duration and conditions related to the legal warranties are provided by respective local laws.

OALE warrants to the original purchaser that its OALE Product will be free from defects in materials and workmanship under normal use in the period mentioned above.

OALE does not guarantee that the operation of the Product will be uninterrupted or error free.

OALE is not liable for damages arising from non-compliance with the instructions related to the use of the Product.

2. REMEDIES

If a hardware defect is found and a valid claim is received by OALE within the Warranty Period, OALE will either (1) repair the product at no charge, (2) replace the product, or (3) refund the Product, excluding potential shipping costs.

3. HOW TO OBTAIN WARRANTY SERVICE

To obtain warranty service, you must deliver the Product, in its original packaging or similar packaging providing an equal degree of Product protection, to the address specified by OALE. Except to the extent prohibited by applicable law, OALE may require you to present proofs or proof of purchase and / or comply with registration requirements before receiving warranty service.

4. EXCLUSIONS AND LIMITATIONS

Unless otherwise stipulated by OALE, this Limited Warranty applies only to the Product manufactured by or for OALE and identifiable by the trademarks, trade name or "OALE" or "OALE" logo.

The Limited Warranty does not apply to any (a) Damage due to acts of nature or God, for example, lightning strikes, tornadoes, flood, fire, earthquake or other external causes; (b) Negligence; (c) Commercial use; (d) Alterations or modifications to any part of the Product; (e) Damage caused by use with non-OALE products; (f) Damage caused by accident, abuse or misuse; (g) Damage caused by operating the Product outside the permitted or intended uses described by OALE or with improper voltage or power supply; or (h) Damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of OALE.

It is your responsibility to backup any data, software, or other materials you may have stored or preserved on the product. It is likely that the data, software or other materials in the equipment will be lost or reformatted during the service process, OALE is not responsible for such damage or loss.

No OALE reseller, agent, or employee is authorized to make any modification, extension, or addition to this Limited Warranty. If any term is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

Except as prohibited by laws or otherwise promised by OALE, the after-sales services shall be limited to the country or region of the original purchase.

Products which were not duly imported and/or were not duly manufactured by OALE and/or were not duly acquired from OALE or a Xiaomi’s official seller are not covered by the present warranties. As per applicable law you may benefit from warranties from the non-official retailer who sold the product. Therefore, OALE invites you to contact the retailer from whom you purchased the product.

The present warranties do not apply in Hong Kong and Taiwan.

5. IMPLIED WARRANTIES

Except to the extent prohibited by applicable law, all implied warranties (including warranties of merchantability and fitness for a particular purpose) will have a limited duration up to a maximum duration of this limited warranty. Some jurisdictions do not allow limitations on the duration of an implied warranty, so the above limitation will not be applied in these cases.

6. DAMAGE LIMITATION

Except to the extent prohibited by applicable law, OALE shall not be liable for any damages caused by accidents, indirect, special or consequential damages, including but not limited to loss of profits, revenue or data, damages resulting from any breach of express or implied warranty or condition, or under any other legal theory, even if OALE has been informed of the possibility of such damages. Some jurisdictions do not allow the exclusion or limitation of special, indirect, or consequential damages, so the above limitation or exclusion may not apply to you.

7. OALE CONTACTS

You may obtain a service number by the following ways:

First, contacting OALE Customer Contact Center through (+234) 704257802 (Monday to Saturday from 09:00 am to 18:00 pm (London Time)

Second, you can also chat online to get service (Monday to Saturday from 09:00 am to 18:00 pm (C.A.T Time)

Third, you can send mails to OALE service mailbox as info@oalemobile.com