Privacy & Legal

OnePlus is committed to protecting the privacy of our users. We do not use, store or disclose your information in ways other than those outlined in this Privacy Policy. To better serve you, we may collect information that can be used to identify you. We will not use that information in ways other than laid out in this document. OnePlus reserves the right to change or modify this document at any time. Please let us know if you have any questions.

The information we collect and how it is used

In order to better serve you, we collect both personal and non-personal information. The information we collect may include your name, email address, postal address and phone number. Your information may be used in the following ways:

• When you visit our website, your IP address' geolocation data is used to present you with the most relevant currency and shipping options.
• When you subscribe to the OnePlus newsletter, we collect your email to send you news and promotions.
• When you create a OnePlus Account, we collect your name and email to validate your account and send you notifications.
• When you participate in our promotions or order products from the OnePlus website, we collect your postal address and telephone number for logistical purposes.
• When we ship your order, your postal address will be given to our logistics partners to facilitate delivery.

Managing your personal information

We may occasionally send you news on our products and promotions. If you wish to unsubscribe you may do so in your OnePlus Account. You may also modify your information by updating your profile or by sending us a request at https://www.oneplus.com/hk/support.

Disclosure to third parties

We share relevant information with various third-party businesses so that they may provide us with services such as email, website analytics, targeted promotions, payment processing, order processing and delivery. Third party partners are also obligated to protect your privacy and never receive your full account information.

In order to optimize your user experience, OnePlus uses third-party service providers that offer certain analytics and user interaction services in connection with our website. These services include the collection and tracking of certain data and information regarding the characteristics and activities of visitors to this site. We may disclose Visitor data, including Personally Identifiable Information, to certain such providers in order to obtain these services.

Third-party service providers include, but are not limited to, Google Analytics, Kissmetrics, and Optimizely. Kissmetrics' full Privacy Policy can be found here. Visitors may opt out of such analytic and user interaction services via Kissmetrics’ Opt-Out Feature, the Opt Out of Optimizely Tracking page, and the Google Analytics Opt-out Browser Add-on.

Cookies

Cookies are small pieces of data sent from web servers that are stored on your device. We use cookies to remember your preferences and facilitate online shopping. You may disable cookies in your browser if you do not wish to accept them.

Children's privacy

In accordance with the Children's Online Privacy Protection Act of 1998 (COPPA), we do not knowingly collect information from children under 13.

Location-based Services

In order to better provide recommendations, navigation, weather and other related services, OnePlus may collect, use and share with partners relevant information regarding the real-time location of your OnePlus device or online login. This information will be collected anonymously.

Information security

We use industry standard security measures to ensure your personal information is safe. Payments on oneplus.net are handled by PayPal or CyberSource and transmitted using the Secure Sockets Layer protocol (SSL) with 2048-bit encryption. OnePlus does not store or have access to your payment details. Your credit/debit card information is retained via PayPal’s or CyberSource’s servers.

Third Party Policies

OnePlus’ website and devices may contain links and services offered by third parties. For example, online purchases are handled via PayPal. OxygenOS® also uses a suite of applications provided by Google. Information collected by such third parties is governed by their own privacy and legal policies.

Commitment to Privacy

At OnePlus, we take your privacy very seriously. If you have any questions regarding privacy or would like to make a complaint regarding a privacy breach, please feel free to contact us. We may periodically update our Privacy Policy. When we update our Privacy Policy, we will post the most recent date on which the policy was updated.

18F Tairan Building, Block C, Tairan 8th Road, Chegongmiao, Futian District
Shenzhen, Guangdong 518040 China

Website terms of service

These Terms of Service apply to the website and all subdomains at oneplus.net. All content on this site, including but not limited to text, images, code, design and layout, is owned and controlled by OnePlus. No part of the site and its content may be reproduced, republished or distributed without the express permission of OnePlus. Our services are provided on an as-is and as-available basis, without warranty. We reserve the right to modify these terms and terminate our services at any time. By using this website you agree to the terms laid out in this document.

Usage of the site

You grant OnePlus the right to use, reproduce, modify and distribute any non-personal, non-confidential content you post. You may not post unlawful, inflammatory, obscene, or otherwise threatening content to our site. Any such content will be deleted and the associated accounts suspended. You may not access unauthorized parts of the site or use the site in any way that will disrupt our services.

Payments

Prices and currencies displayed at checkout are final. OnePlus does not charge extra transaction fees. If you are paying for your order with an international credit or debit card, the price displayed in your card statement may vary in accordance with exchange rates. Your bank or card issuer may also charge additional foreign conversion charges and fees, which may increase the overall cost of your purchase. Please contact your bank or card issuer regarding any fees incurred. Note: seller is located in Hong Kong.

Payments on oneplus.net are handled by PayPal or CyberSource and transmitted using the Secure Sockets Layer protocol (SSL) with 2048-bit encryption. OnePlus does not store or have access to your payment details. Your credit/debit card information is retained via PayPal’s or CyberSource’s servers.

Cancellations

OnePlus makes every effort to supply the Products listed in your Order Confirmation. In some situations, however, we will need to cancel your order. For example, (1) the item is no longer in stock; (2) the item is no longer being produced; (3) there is a price fluctuation; or (4) a Third Party notifies OnePlus that cancellation is necessary. If this is the case, OnePlus will cancel your order, notify you of the cancellation, and timely refund the money you have paid toward the Order. Unless the case involves violations of applicable national law, refund of the money you have paid toward an order will be the extent of OnePlus' liability to you for a cancelled order.

Warranty Policy

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://www.oneplus.com/hk/support.

Any repair and replacement service covered by warranty, along with shipping and handling, will be free within the first 1-year period.

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.

The limited warranty does not cover:

• Defects or damage resulting from accidents, neglect, misuse or abnormal use; abnormal conditions or improper storage; exposure to liquid, moisture, dampness, sand or dirt; unusual physical, electrical or electromechanical stress.
• Scratches, dents and cosmetic damage, unless caused by OnePlus.
• Defects or damage resulting from excessive force or use of metallic objects on the touch screen.
• Devices that have the serial number or the IMEI number removed, defaced, damaged, altered or made illegible.
• Ordinary wear and tear.
• Defects or damage resulting from the use of the product in conjunction or connection with accessories, products, or ancillary/peripheral equipment not furnished or approved by OnePlus.
• Any physical feature defects or damage resulting from improper testing, operation, maintenance, installation, service, or adjustment not furnished or approved by OnePlus.
• Defects or damage resulting from external causes such as collision with an object, fire, flooding, dirt, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse, or improper use of any electrical source.
• Defects or damage resulting from cellular signal reception or transmission, or viruses and other software problems introduced into the product.
• Products not purchased from oneplus.net.
• Repair conducted by un-official repair centers.

Please contact OnePlus Customer Service for enquiries regarding Limited Warranty.

Return and Replacement Policy

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:

*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:

• Defects or damages caused by misuse, neglect, physical damage, tampering, incorrect adjustment, normal wear and tear or incorrect installation after purchase.
• Price fluctuations being the sole reason for return.
• Customised customer contracts.

In all cases, we will inspect the product and verify the fault. To qualify for a replacement or refund, devices must be in "as new" condition and, with the original packaging. 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://www.oneplus.com/hk/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:

• You will receive and be required to submit an Return Merchandise Authorization (RMA) form. Print out the RMA form and place it inside of the shipping package you're returning.
• Include all items from your original shipment including devices, accessories, and documentation. Do not send additional add-ons such as your SIM card, cases, screen protectors, or headphones. If such items are shipped to us by mistake, we are not able to return them.
• Before returning any unit for service, be sure to back up your data. You are responsible for the personal information stored in your phone - please erase all personal and sensitive data on the device before sending it to OnePlus. OnePlus will not be responsible for any disclosure of data still on the returned or serviced device.
• During service, data stored on the device may be deleted and reformatted. OnePlus is not responsible for the loss of any software programs, data or other information contained in the product’s storage. Recovery and reinstallation of third party software programs, data and information are not covered under warranty.

Shipping Policy

Orders are shipped within 2 business days of payment. Orders made during promotional periods and special events, may have longer shipping times, at the discretion of OnePlus. In such cases, customers will be informed in advance separately.

All goods are inspected and sealed before delivery to avoid damage.

OnePlus will keep you updated on your order status via email. Orders cannot be cancelled once they have reached "order being prepared" status.

How is shipping calculated?

Shipping is calculated based on shipping address and shipping method. The following options can be selected during checkout:

Priority Shipping (2 business days processing time + 1-3 business days)

Please note that delivery dates are estimates only. Additional charges will be necessary for shipping addresses in remote locations. We are unable to ship to P.O. Box addresses.

Returns

To return an item, please submit a ticket at https://www.oneplus.com/hk/support.

Events Beyond Reasonable Control

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.).

No Waiver

We retain our rights to take action at any time in the event of failure to comply with these terms.

Trademarks and copyright

Certain trademarks belong to third parties and may not be used without permission. See their respective websites for more information.

Disclaimer

We are not liable for any loss or damages that may arise from using our services.

Changes

We reserve the right to update this document at any time without prior notification.

This document was last updated on 09/01/2016.