Table of Contents






  • Incorrect or illegible addresses. Typically, packages' storage times may differ, so please check the address carefully when placing an order.

  • Packages are shipped in separate deliveries. Please check if your order has not been sent in separate orders and contact our Customer Service.

  • Packages are damaged in shipping. If your package is damaged during shipment to you, Hekka may return it without attempting to deliver it.

  • If the expected delivery date for your package has passed and your tracking information has not changed, please allow an extra day or two for delivery of your package. Packages will often arrive on or shortly after the expected delivery date. If you still have not received items, please take photos of what has arrived and email what is missing to our Customer Service at customerservices@hekka.com, including your order number and a copy of the package declaration.


  • Please contact our customer service via email at customerservices@hekka.com to ask for help. In most cases, items can be returned within 30 days. Please contact us before returning the item, or we will refuse to deal with it.

  • When you remove the item from the package, leave everything else in the box and store it somewhere out of the way until you're sure you're keeping it. You may need to return the item in its original packaging, so all the materials and packaging will be there waiting for you if you decide to send it back.


  • If the item you received arrived damaged, doesn't match the description, or if it's the wrong item, please contact Hekka at customerservices@hekka.com. We'll respond to your messages within 48 hours.


  • Accept your return request and offer a full refund, and you'll return the item in the same condition it was received, and we will issue you a full refund.

  • If the returned item is used, damaged, missing parts, or damaged during return shipping because it wasn't packaged correctly, we might deduct from the refund to cover the loss in the item's value. Learn more about our condition of the returns policy.

  • Offer you a partial refund and let you keep the item, which can be a good compromise when you're not completely satisfied with your purchase – for example, if it arrived with a minor scratch – but you're happy to keep it.

  • Offer you a replacement or an exchange, and Hekka may offer the option of returning an item for a replacement or exchange instead of a refund.

  • Send you a message – Hekka may ask you for more details about your return request for the next steps.

Xiaomi Phone FAQ

Q: Which countries are Xiaomi phones banned from being sold in?

A: United States, Canada, Iran, Cuba, Venezuela, Mexico, North Korea, Sudan, Syria, and Crimea.

Q: Why are Xiaomi phones banned from selling in the above countries?

A: Affected by Xiaomi's official policies, the United States, Canada, Iran, Cuba, Venezuela, Mexico, North Korea, Sudan, Syria, and Crimea temporarily prohibit sales in these countries.

Q: When will it be available for sale in the above countries?

A: At present, it is not certain when it will be available for sale in the above countries. If there is any policy adjustment, we will inform you as soon as possible.

Q: When is the arrival time of the product?

A: Receiving time = Processing time + Shipping time. (Maybe issue to delays due to ongoing COVID-19 changes) Processing time: Normally 1-3 Business Days There may be delays if there are holidays within the arranged delivery time.

Q: How do I know if an item is shipped?

A: Your tracking number and the delivery company website link will be sent via e-mail immediately after we ship your order.

If you haven't received your order, please make sure to contact us about it within three months since you receive the shipment confirmation. One of our representatives will resolve this problem within 24 hours. Note that overdue requests may not be accepted.

Pre-owned Phone FAQ

Interested in a used phone from Hekka but not sure how it works? From condition and battery life to user satisfaction and cost, we’re answering all of the questions you might have about pre-owned devices versus new ones.

1. What’s the difference?

If you think you may be in the market for a previously owned phone, it’s important to know that anyone can sell an old device and call it a “used phone” or a “pre-owned phone.”

That’s why it’s important to understand a couple of terms.

  • Refurbished phones: This typically refers to devices that have undergone some sort of repair. The previous users’ data has been wiped and the factory settings are typically restored, allowing you to set up the device the same way you would do on a brand-new phone.

  • Certified Pre-Owned (CPO) phones: This refers to all the pre-owned smartphones Hekka sells. These devices have been inspected and are in full working order. “Certified Pre-Owned” is also potentially more accurate than “used” or “refurbished” — some smartphones are returned in full working order after only a few days. While these devices are pre-owned and cannot be sold as new, some may not have been used at all by previous owners.

2. Where do pre-owned and used phones come from?

It’s a common misconception that all pre-owned or refurbished phones were returned due to defects. While it’s true that some pre-owned devices require repairs, many people bring back smartphones within the allowed return window simply because they’ve decided they want a different model or color. Other pre-owned phones find their way back onto store shelves via trade-ins, maybe their phone arrived late, and they already bought another one, they ordered the wrong phone or they just regretted the purchase.

3. What kind of shape are these phones in?

It depends.

Refurbished phones may seem identical to brand-new devices, or they may have a fair number of dings and scratches. (Generally speaking: the worse the condition, the lower the price.)

When phones are returned or recycled due to defects, the refurbishment process may involve repairs such as new internal components, new screens, and fixed ports. But before these smartphones can be sold as Certified Pre-Owned devices, they must be fully inspected by Hekka to ensure they work properly. All Hekka certified used equipment is 90% new.

4. How do I know a pre-owned device is reliable?

All Hekka Certified Pre-Owned devices have passed Hekka’s Total Quality Inspection, which ensures the following:

  • The battery charges up, and the battery charge indicator works;

  • All ports are completely functional, and all card slots work;

  • Each pixel on the display works, and images on the screen are clear and bright;

  • Wi-Fi and other connectivity functions work properly;

  • Speakers, microphones, and Bluetooth audio all work;

All buttons and soft keyboards work, and the software is up to date.

5. Why not buy “regular” used phones?

You may find lower prices from individuals selling their used smartphones online. But a lower price may not turn out to be a better “deal” if the phone comes with technical problems (or, even worse, turns out to be stolen). If you buy a used phone from someone you don’t know, you’ll be unprotected when something goes wrong. At the same time, it adds to the recycling of devices and parts that otherwise would go to waste. It's definitely environmentally friendly and saves your pocket!

6. How do other people feel about their used phones?

According to one consumer survey, more than two-thirds (67%) of refurbished phone owners said they had no complaints about their devices — very near to the portion of new smartphone owners who said the same thing about their devices (69%). More than 4 out of 5 people who bought a refurbished device said they were “highly satisfied” with their products.

7. Customs Policy

If customers in Mexico, India, South America, and Africa encounter customs clearance problems, please declare customs clearance by themselves according to local customs clearance regulations.


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