FAQs & SUPPORT

Orders will be shipped within 24 business hours and usually delivered within 2-3 days, depending on your location. Once your order has been processed and dispatched, you will receive a notification email with a tracking number.

Please note deliveries may be delayed by unforeseen circumstances, including natural disasters such as floods, tornadoes, blizzards, locust swarms, or extended lockdowns. Rest assured, we will always strive to deliver your order as quickly as possible.

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You will receive a shipping notification email once your order has been shipped. Please note that due to varying shipping methods used for different products, items in your order may be sent in separate packages and may not arrive simultaneously.

Unfortunately, once an order has been shipped, we are unable to change the delivery address. Please ensure that you enter the correct delivery address before placing your order. If the address is incorrect and you are unable to receive the order, please refuse the order upon delivery and contact our customer service for further support.

Unfortunately, once an order has been shipped, we are unable to cancel it. To ensure a smooth return and refund process, please accept the package upon delivery and contact our customer service team afterward. We will guide you through the return process and provide further assistance.

We use the following shipping methods: UPS, USPS, FedEx, DHL, Yodel, CTT Express, GLS, BRT Bartolini, SEUR, and other local carriers. Explore More Here.

We currently do not ship to P.O. Boxes or military addresses (APO/FPO/DPO).
Please provide a physical street address at checkout to ensure your order can be delivered.

Honiture has local warehouses across Europe and North America, including the United States, Canada, the United Kingdom, Germany, Spain, France, Italy, and other major markets.

You can check your order logistics information at the following website. https://honiture.com/apps/OrderTracking

Please file a claim with the carrier first and then contact us for assistance.

If your order includes shipping insurance, any loss or damage that occurs during transit may be eligible for compensation through the insurance claim process. Via Email: support@xcottons.com

If you need help with the process, please contact our customer support team. Via Email: help@honiture.com

We support payment by credit card, Paypal, Google Pay, Shop Pay and Klarna installment payment.

Yes, we do accept installment payments for your Honiture order through Klarna/Shop Pay (US/CA) . At checkout, you will be redirected to Klarna - Flexible payments to complete your purchase securely.

Yes! We use 256-bit SSL encryption and never store card details.

If at the time of purchase or within 60 days, should you find the same model currently advertised at a lower price by an authorized Honiture retailer in your country, we’ll refund you the difference. Our management team will automatically review and compensate for the price difference. Please contact help@honiture.com to assist with your price match request. Learn more at Price Match Guarantee.

Honiture recommends purchasing order insurance to protect your rights in case of lost or damaged items during transit. For details, please contact customer service via email: help@honiture.com

We offer 1 year warranty to protect your Honiture product. This warranty only applies to Honiture products (the “Product”) that you purchase from honiture.com for your personal use and not for commercial resale. This warranty is available only in the country or region where you originally purchased the product.

Please note that under certain specific circumstances, the product may not be covered by our warranty service. For more details, please refer to our warranty policy.

After purchasing the product, please make sure activate the warranty service on Warranty Registration page.

For more details, please refer to our warranty policy.

If your product develops a defect covered by the warranty during the warranty period, please contact Honiture Customer Service. To facilitate the warranty service, please provide the product serial number, order number, and other relevant product information.

If your order includes additional product insurance, you may contact the insurance provider directly for warranty service or claims during the coverage period.

If your product was not purchased directly from Honiture.com, please contact your local seller.

We regret to inform you that we do not currently provide on-site repair services. You will need to send the product to our after-sales service center via courier. We will then repair or replace your product as part of our after-sales support. In the future, we are dedicated to expanding our range of repair services to better meet our customers' needs.

Coverage is valid for:
✔ Original purchaser only (non-transferable)
✔ Defects in materials/workmanship under normal household use
✔ Repair or replacement of the main unit/non-wearable parts (at Honiture’s discretion)

If your order includes or you have purchased an extended warranty, your product will be eligible for extended coverage in accordance with the duration specified in your order details.
The extended warranty policy will be sent to your email upon purchase. We recommend retaining this document for future reference.
For any questions or assistance regarding your extended warranty, please contact us for assistance.

This warranty policy applies only to products purchased on our official website. If you have purchased from other platforms or dealers, please refer to their warranty policy. view more here

Once we receive the returned item and verify its condition, your refund will be processed within 5-7 business days.

The funds will be returned to your original payment method. The exact time for the funds to reflect in your account depends on your payment provider or card issuer.

Policy: If you find the same product (same model and specifications) available at a lower price on another platform within 60 days of your purchase on honiture.com, we will refund you the difference.

Requirements: Please contact our customer service team at help@honiture.com and provide your order number along with a screenshot of the lower price from the other platform.

Timeframe: Items can be returned within 30 days of receipt.

Condition:

·Unused/Unopened: Eligible for a full refund (excluding original shipping costs and transaction fees).
·Opened/Used: Non-quality issues are generally not eligible for return or refund. For quality issues, please contact us for technical support.
·Packaging: All original packaging, accessories, and documentation must be included and in good condition.

For returns not related to product quality, customers are responsible for all return shipping costs. We recommend using a trackable shipping method and keeping the proof of shipment.

Don't hesitate to get in touch with help@honiture.com for troubleshooting and support first.

Depending on the situation, we may provide replacement parts, offer a partial refund (20% to 60%), or arrange a return after determining eligibility for shipping coverage.

No. The X7 features a V-shaped anti-tangle brush roll that is 25% wider than traditional brushes. It easily draws pet and human hair directly into the dustbin without tangling around the roller.

Eco Mode: For delicate surfaces and fine dust. Mid Mode: For daily cleaning and larger debris on hard floors. Max Mode: Delivers maximum suction (45 kPa) for deep-cleaning carpets.

Yes, it is ideal for car interiors. It includes a 2-in-1 brush tool (great for corners, seats, and dashboards) and a crevice tool for reaching into tight, narrow spaces.

Please refer to this YouTube video: Guide to replacing the dust cup for X7

This is usually caused by a malfunction in the main motor or the touch panel. In either case, the main body of the vacuum must be replaced.

🔹 Check for debris and clean the brush roll:
Please remove any debris or dirt tangled around the brush roll. Then, try running the vacuum without the brush roll installed. If the vacuum runs normally, the brush roll was likely blocked by debris, and cleaning it should resolve the issue.

🔹 Check the brush roll condition:
If the vacuum still doesn't run properly without the brush roll installed, the issue is likely not caused by a blockage. Please try replacing the brush roll.

🔹 Check the battery pack:
If replacing the brush roll doesn't resolve the issue, the battery pack may be causing the problem. Please try replacing the battery pack.

We recommend visually inspecting the following parts to identify any potential issues:

🔹Check if the main brush and hose have any visible blockages or foreign objects obstructing the airflow.

🔹Inspect the telescopic tube for any visible blockages or foreign objects inside.

🔹Examine the metal filter for any tangles or significant dust buildup, which can be cleaned by removing it and either wiping or tapping it to remove debris.

🔹The HEPA filter (Note: If the HEPA filter is heavily soiled, it must be replaced to restore optimal performance).

Please follow the steps below to help identify the issue:

1. Check the adapter specifications.
Please verify whether the label on your adapter indicates an output of 31V 0.5A. If the specifications do not match, please replace it with the original adapter. If the adapter is rated 31V 0.5A, please continue to the next step.

2. Check the adapter's output voltage.
If you have a multimeter, please set it to DC voltage mode and measure the adapter's output voltage.
If the reading is approximately 31V, we recommend replacing the battery pack.
If the voltage is significantly different from 31V, the adapter should be replaced instead. If you do not have a multimeter, we recommend replacing the battery pack first.

This is typically caused by an internal wiring or connection failure. Even if the roller continues to spin, the power supply to the LEDs has been interrupted. You will need to replace the brush head to resolve this issue.

There may be an internal blockage or air leakage inside the vacuum cleaner. Please check the following:
To check for air leakage:
🔹Check whether the floor brush hose is damaged. If damaged, please replace the floor brush.
🔹Check whether the floor brush and extension tube fit properly. If there is any looseness or misalignment, please reinstall them correctly.
🔹Check whether the dust cup base is damaged or if the seal is missing or improperly installed.

If so, please replace the dust cup. If the above checks are normal, the vacuum cleaner is unlikely to have an air leakage issue.
To check for blockages (recommended to inspect visually):
🔹Check whether the floor brush hose is blocked by visible debris.
🔹Check whether the extension tube is blocked by foreign objects.
🔹Check whether there is debris or heavy dust buildup inside or outside the metal filter. You may remove it for cleaning or gently tap it to remove dust.
🔹Check whether the filter sponge has excessive dust buildup. If so, please replace it.

Please refer to the user manual to understand what each error code means.
If you see error codes E1 or E6 along with the full dust icon, it indicates a blockage.
Please check the following parts:
🔹Check if there are any visible obstructions in the floor brush bend tube.
🔹Check inside the extension tube for any blockages.
🔹Inspect the metal filter inside and outside for tangled debris or heavy dust buildup. You can remove it for cleaning or gently tap it to remove dust.
🔹Check the filter sponge for obvious dust accumulation; if dirty, please replace it.

Step 1: Check and remove any debris. You can try running the vacuum with the roller brush removed. If it runs normally, the issue is caused by the roller being tangled and cleaning it will solve the problem.

Step 2: If the vacuum still doesn’t run properly after removing the roller brush, the problem is not caused by tangling and you should replace the floor brush.Step 3: If replacing the floor brush does not fix the issue, the battery pack needs to be replaced.

It may be due to a battery pack failure, most likely caused by an abnormal pressure difference. The battery pack needs to be replaced.

Yes. The Honiture P7 Pro features powerful 50KPa suction and a sealed 7-layer HEPA filtration system; it thoroughly removes pet hair and filters out 99.97% of allergens, effectively protecting those with sensitivities. Additionally, it includes a built-in aromatherapy system that releases a fresh scent while you clean.

No. The Honiture P7 Pro comes standard with a soft-bristle roller brush made from flexible materials that have undergone rigorous durability testing, ensuring it won't leave marks on wood or tile floors. It is designed to clean a wide variety of floor types.

Please clean the dust cup and filter components to remove any dust buildup. Also, check whether the brush head is blocked by hair or debris and clean it thoroughly.

This may be caused by a blockage in the main suction inlet or the aluminum tube. Please clean any blockage. If the noise continues, please contact our customer service team for further assistance.

The roller brush may be tangled with hair, or the air duct may be obstructed. Please remove all hair from the brush, open the brush cover, clean the roller thoroughly, and clear any blockage in the air duct.

If the LED light on the floor brush does not turn on or stops working, the floor brush needs to be replaced.

Yes, it is more than sufficient. Equipped with a 500W motor and 38kPa suction power, the Y10 cordless vacuum easily removes deep-seated dust, pet hair, and dirt from carpets. Unlike other cordless vacuums, you won't need to go over the same area repeatedly.

Yes, it is perfect for that. Designed with apartments in mind, the Honiture Y10 features a battery system that provides up to 45 minutes of runtime in eco-mode. A single charge allows you to clean a 30-square-meter apartment two to three times.

It is designed for sealed hard floors like hardwood, tile, marble, and laminate. Do not use it on carpets or rugs, as the continuous water spray will leave soft fabrics damp and prone to mold.

A standard vacuum is designed to pick up dry dust, dirt, and debris only. Vacuuming liquids can damage the machine.

A wet/dry vacuum, on the other hand, is designed to vacuum, mop, and scrub hard floors at the same time. It can pick up both dry debris and liquid spills in a single pass, making everyday floor cleaning faster and more efficient.

It keeps clean and dirty water completely separate. You always wash the floors with 100% fresh water, while dirt and wastewater are instantly suctioned into a separate tank—no pushing dirty water around.

No. Harsh chemicals like bleach can corrode internal seals, and regular dish soaps produce excess foam that can enter and damage the motor. Only use brand-approved, low-foam cleaning solutions or plain water.

1. Empty and rinse the dirty water tank immediately after each use.
2. Rinse the HEPA filter and brush comb regularly to maintain airflow.
3. Keep it docked on the charging station so the battery and auto-drying features stay ready for next time.

Yes. Its 20,000Pa brushless motor effortlessly handles both dry debris and wet spills. With a 50-minute runtime and large dual tanks, it easily cleans up to 250m² (2,690 sq. ft.) on a single charge.

It won't smell. When docked, one press triggers a self-cleaning cycle with fresh water and high-speed spin drying, followed by Full-Air Drying system. This keeps the roller dry, odor-free, and hygienic.

Yes. The floor brush features an integrated Zero Hair Tangling comb structure that actively detangles and scrapes hair directly into the dirty tank, preventing jams and eliminating the need for manual cutting.

It is effortless to maneuver. Built-in Motorized Forward Traction actively propels the vacuum forward for easy one-handed use. Plus, its edge-to-edge design cleans right up to baseboards without leaving gaps.

Electrolyzed water kills 99.99% of bacteria using only regular tap water—100% chemical-free and safe for kids and pets. Suction Mode stops water spray to quickly vacuum up wet bathroom floors or liquid spills.

If your Honiture T10 robot vacuum won't turn on, it might be due to a low battery or low ambient temperature. Place the robot vacuum on its charging dock, ensuring the contacts are correctly aligned.

If the battery is depleted, it will automatically turn on while charging. If the temperature is below 0°C, move the robot vacuum to an environment between 0°C and 40°C and try again. Also, check that the power cord is securely plugged in and that the outlet is working properly.

If your Honiture T10 robot vacuum won't charge, clean the charging contacts with a dry cloth to remove any dust or dirt that might be interfering. If the side brush is blocking the contacts, remove it. If the robot vacuum is too far from the charging dock, manually move it closer to ensure proper alignment.

Decreased robot vacuum performance is usually caused by a dirty filter or a clogged main brush. Please clean or replace the HEPA filter as needed, and check the main brush of the Honiture T10 robot vacuum to remove any hair or dust that may be obstructing suction.

Small objects may be tangled in your robot vacuum's main brush, side brushes, or wheels. Please turn off the robot vacuum, invert it, and check these areas. Remove any hair, lint, or debris that might be obstructing its movement, and then try again.

The Honiture T10 robot vacuum only supports 2.4 GHz networks and is not compatible with 5 GHz networks. Please ensure your robot vacuum is within your router's signal coverage area and that the signal is stable. Please double-check that you entered the correct password. If you still cannot connect, please download the latest version of the Honiture app and repeat the above setup steps.

The Honiture T10 robot vacuum will only activate the scheduled cleaning function when the battery level is at or above 15%. If the battery is low, the robot vacuum will not start automatic cleaning. Please ensure the robot vacuum's battery is fully charged before scheduled cleaning.

🔹Remove the brush and clean wrapped hair.
🔹Spin it manually to check for stiffness.
🔹Replace if damaged.

First, download the HonySmart App and register an account from your mobile store or by scanning the QR code directly on the Quick Guide, then follow the Quick Guide to make a WIFI connection.

The Honiture G20 and G20 Pro robot vacuums are compatible only with 2.4 GHz networks and do not support 5 GHz networks. Please ensure the robot is within range of the Wi-Fi network and that you have entered the correct password. If you are still unable to connect, please reset your Wi-Fi settings, download the latest version of the Honiture Smart app, and try again.

If your Honiture G20 or G20 Pro robot vacuum fails to charge, remove it from the charging dock and check if the indicator light on the dock is on. Ensure the power adapter is securely connected at both ends. Clean the charging contacts on both the dock and the robot; also, clean the side brushes if they are obstructing the connection.

Please check by the steps below:
🔹 Whether the mop support has been installed normally;
🔹 If the distribution network is used, the water volume can be set to the medium level in the APP. If the water volume level can be set, the cloth recognition is normal;
🔹 Wipe the water tank and the host shrapnel with a dry rag (as shown in the figure) to eliminate the poor contact caused by the pump shrapnel.

First, try placing the vacuum on the charging dock and check if it charges properly. Then confirm the following to help identify the issue:
🔹If the vacuum won’t charge, the issue may be with the charging pins or the charging dock. You can use a screwdriver or scissors to short-circuit the charging pins on the dock. Observe if the charging dock’s indicator light turns off. Also, check if the charging pins are dirty or blackened; clean them with a dry cloth if needed. If cleaning doesn’t help, please take a photo and send it to us.

🔹 If the vacuum charges properly, allow it to charge for at least 30 minutes. After that, remove the vacuum from the charging dock while it's still charging. Observe if the vacuum’s indicator light turns off and the vacuum shuts down automatically.

🔹 If it shuts down automatically, this indicates a battery issue, and the battery needs to be replaced.

🔹 If it does not shut down, there may be a fault during the vacuum's cleaning process, which is preventing it from working. Please check the fault message on the vacuum and refer to the manual for troubleshooting. If the issue persists after these steps, please send us a video or photo of the situation for further assistance.

🔹Check the power socket: Ensure that the adapter is properly plugged into the charging dock and that the socket is working. Verify that there are no connection issues.

🔹 Check for a charging dock issue: Try plugging the charging dock into a different power strip to rule out any problems with the current outlet.

🔹 If the issue persists after checking both steps above, the charging dock or adapter may be faulty. In this case, we will send you a replacement charging dock and adapter.

🔹If the water tank continues to leak even when it is filled and placed flat on the floor, this likely indicates that the tank is cracked and needs to be replaced. Please provide a video or photo of the issue. If the water tank is damaged due to impact (e.g., dropping), it is not covered under warranty.

🔹If the rubber seal on the water tank's filling port is not properly attached or if the tank is tilted, the water may leak. This is normal and will not affect the vacuum's performance.

A drop in performance for your Honiture G20 or G20 Pro robot vacuum could be caused by a dirty filter, a full dustbin, or a tangled main brush. Please clean or replace the filter, empty the dustbin, and check the main brush to remove any debris that might be obstructing suction.

Make sure the vacuum cleaner is properly charged. Place it on the charging dock for at least 3 hours, then try to power it on again. If the issue persists, check for any error messages and follow the troubleshooting steps mentioned in the user manual or app.

Try setting the suction power to the maximum and sprinkle a small amount of flour on the floor while the vacuum is running. This will help check if the suction is working correctly. If it still doesn't work properly, please send a video of the vacuum in action to hele@honiture.com for further support.

Yes, it is normal for vacuums to experience slight slippage or difficulty crossing obstacles when cleaning carpets, especially with irregular paths. Minor missed spots on carpets can occur, but they should not significantly affect overall performance.

Please check if the wheels are stuck or jammed. If the wheels are fine, gently tap the bumper to ensure it rebounds normally. You can also use a screwdriver to slightly loosen the screws on the bumper to see if that resolves the issue. If neither the wheels nor the bumper are causing the problem, it may indicate a hardware defect. In this case, please send us a video showing the issue, and we will assess if a product replacement is necessary.

This model has the following expected battery life:
🔹 Silent mode: 170 minutes
🔹 Standard mode: 130 minutes
🔹 Powerful mode: 90 minutes
🔹 Maximum mode: 60 minutes If the vacuum is used on carpets, the resistance increases, and the vacuum will automatically boost power, which can reduce battery life. This is normal behavior. Before starting a cleaning session, make sure the vacuum is fully charged. If the battery life is under 40 minutes even when fully charged, it may indicate a battery issue, and the battery needs to be replaced.

This error typically occurs when the radar is obstructed. Please clean any debris or foreign objects from the radar module (as shown in the image). After cleaning, restart the vacuum and observe if the laser radar module is rotating.
🔹If the laser radar is rotating, it means the radar module is likely damaged and will need to be replaced along with the main unit.
🔹If the laser radar is not rotating, it indicates that the radar module is stuck, and you will need to clean the radar module again. If the issue persists, please contact us to request a disassembly and repair video.

If the furniture environment during drawing construction is very different from the current environment, the master will fail to locate the furniture It is suggested to move the sweeper to a position where the surrounding environment is not easy to change and rebuild the drawing. Before building the drawing, clean up the debris on the ground and use it, as shown in the figure.

We recommend visually inspecting the following parts to identify potential issues:

1. Check the brush roll hose for damage: Inspect the flexible hose connected to the brush roll for any visible cracks or breaks. If damaged, the brush roll needs to be replaced.

2. Check for gaps in connections: Inspect the connection between the brush roll and the telescopic tube, as well as the connection between the telescopic tube and the main unit. If there are any noticeable gaps, reassemble the parts properly.

3. Check the dust cup: Examine the dust cup’s bottom cover and the sealing ring for any damage or misalignment. If damaged, the dust cup needs to be replaced. After checking these parts, confirm if there is any air leakage in the vacuum. Additionally, inspect the following to ensure there are no blockages:
(1). Check the brush roll and hose for blockages: Look for any visible obstructions in the brush roll hose.
(2). Inspect the telescopic tube: Look inside the telescopic tube for any visible blockages.
(3). Check the metal filter: Inspect the metal filter for any tangled debris or heavy dust accumulation. Clean it by removing and tapping it to remove dirt.

4. Check the HEPA filter: If the HEPA filter is heavily clogged with dust, it will need to be replace.

Check the adapter and battery setup: Ensure the battery pack is properly installed and the adapter is unplugged. The vacuum will only start if the battery pack is installed and the adapter is disconnected. If the user has attempted to turn it on with the adapter plugged in or without the battery pack, explain that this is not the correct procedure.

1. Check charging status: If the adapter and battery setup is correct, ask the user if the display screen and battery lights respond properly during charging.
* If the lights and display respond correctly, consider replacing the main unit.

* If the lights or display do not respond, replacing the battery pack is the next step.

2. Check the battery pack and main unit assembly: Before proceeding, inspect the assembly of the battery pack and main unit. If there is an obvious gap between them, it could indicate improper assembly. In this case, simply disassemble and reassemble the parts properly.

If the floor brush is making unusual sounds, we recommend cleaning it first to remove any debris or blockages. If the issue persists after cleaning, the floor brush may need to be replaced.

If the vacuum is unable to change power settings, please contact us for further troubleshooting. We will check whether a replacement main unit is needed.

If you notice a decrease in battery runtime, please contact us and provide details about your usage duration and conditions. This information will help us determine whether the reduced performance is due to normal battery wear or if a replacement is required. If necessary, we will be happy to assist in arranging a battery pack replacement.

If your device shows abnormal temperature rise during operation, please follow these steps: Check the floor brush hose – Inspect the bending area for damage. Replace the floor brush if cracked. Clear blockages in the brush & conductive tube – Visually confirm if debris is obstructing airflow; clean if needed. Empty the dustbin – Ensure it isn’t overfilled, and check that the intake vent/metal filter isn’t clogged. Inspect the primary filter (HEPA) – If it appears gray or black, clean or replace it. Examine the exhaust filter & vents – Clean or replace the exhaust HEPA if dusty, and clear any blocked airflow holes. If the issue persists after these checks, please contact our support team for further assistance.

If your device fails to turn on, please follow these steps: Replace the main unit (including the handle, as they come as a complete set). If the issue persists after replacing the main unit, replace the battery pack.

If there's no response during charging, please follow these steps: Try a different power outlet and ensure you're using the original adapter (replace with the official adapter if not). If the issue persists, replace the battery pack.

Follow these steps to troubleshoot: Clean the brush roll area—remove any debris/wrapped hair. Test the device without the brush roll installed. If it runs normally, clean/reinstall the brush roll. If still stuck, replace the floor brush assembly. If the issue persists, replace the battery pack.

To troubleshoot error E2:
1. First verify you're using the original power adapter - if not, please replace it with the official adapter

2. If the error persists, you'll need to replace the battery pack For genuine replacement parts or further assistance, please contact our customer support.