FAQs

If you encounter any issues, we recommend checking our FAQs below for quick solutions. We hope these answers provide you with swift assistance. If you still have questions, don't hesitate to contact us.

Before You Buy

Below are answers to frequently asked questions about payment, shipping, warranty and product compatibility that you may have before shopping on the Honiture website.

How long does order processing and shipping take?

Please allow 1-3 business days for order processing, followed by an additional 5-7 business days for delivery, 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 get your order to you as quickly as possible.

Will all the items in my order be delivered in a single shipment?

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.

Can I change the delivery address after the order has been shipped?

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.

Can I cancel the order after it has been shipped?

Unfortunately, once an order has been shipped, we are unable to cancel it. Please refuse the order upon delivery and contact our Customer Service for a return.

What carriers do you use?

It depends, you can see all carriers we cooperate with here.

What if my package is lost/stolen?

File a claim with the carrier first, then contact us for assistance.

Which payment methods are supported?

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

Do you accept 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.

Is my payment information secure?

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

When will my refund process?

Refunds will be issued within 5-7 business days after we: Receive the returned item; Verify it meets all return conditions; Confirm no quality issues exist.

What’s your price-match policy?

If at the time of purchase, or within 7 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 the price difference. Please contact help@honiture.com to assist with your price match request.

What is your warranty policy?

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 purchase 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 .

When does the product warranty period begin?

The warranty period starts 1 year from the date you receive the product.

How to submit a warranty service?

In the event of any defects in material or workmanship within the Warranty Period, please reach out to Honiture Customer Service. If your product was not purchased directly from Honiture, please contact your local seller first. To facilitate the warranty service, you will need to provide the product's serial number along with the original invoice or receipt, which should include the date of purchase and all pertinent product details.

Do you offer on-site repair services?

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.

What does the warranty cover?

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)

How do I check which model I own?

Check Your Order History:  Log in to your account on Honiture.com Go to "My Orders" → Select your purchase → View product details

Are S13 accessories compatible with S13 Pro?

No, S13 accessories are compatible with S13 Pro. You can also contact help@honiture.com to check more compatibity before you purchase the repalcement parts.

Can I use third-party filters?

We recommend genuine parts to maintain performance and warranty.

Which model of robot vaccums support controling via app & voice assistants?

Our Honysmart App is available for T10, G20, G20 Pro, V8 Pro Robot Vaccums.You can use this app to control it all.

General Troubleshooting

Here are basic troubleshooting steps from the Honiture professional team, designed to assist you during product use.

Why won’t my robot connect to WiFi?

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 robot vacuum currently only supports 2.4GHz networks.

Why won’t my robot return to the dock?

🔹 The backcharge of the sweeper is affected by the surrounding environment. Please place the charging seat against the wall in a cool, empty and barrier-free hard floor environment.

🔹 The sweeper is recommended to start cleaning from the charging seat each time it is used. At this time, the sweeper will record the position of the charging seat, and the time to find the charging pile will be greatly shortened.

My robot is making strange sounds. How do I fix it?

🔹 If brush installed: Remove and clean tangled hair/debris.
🔹 If no brush: Check wheels for obstructions.

Why isn’t my mopping function working?

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.

How do I delete and remap my home layout?

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.

Why is one side brush stuck?

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

My vacuum cleaner won't power on. What should I do?

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.

The suction still seems weak after cleaning. What else can I do?

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.

My vacuum slips or struggles with obstacles when cleaning on carpets. Is this normal?

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.

My vacuum cleaner is spinning in circles. How can I fix it?

Please check 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.

My vacuum cleaner's battery life seems abnormal. What should I do?

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.

My vacuum cleaner is showing a radar stuck or abnormal radar error. What should I do?

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.

My water tank is leaking. What should I do?

🔹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.

My vacuum cleaner is unable to charge. What should I do?

First, ensure that the charging dock is placed in a suitable environment. The charging dock should be positioned against a wall in a cool, unobstructed, and clear area with a hard floor surface. Next, place the vacuum cleaner directly in front of the charging dock, about 1 meter away, and try charging again.
🔹If charging works normally, this indicates there is no issue with the vacuum or charging dock, and the problem could be due to incorrect placement or environmental factors.

🔹If the vacuum still won’t charge, check the connection between the adapter and the charging dock. Ensure that the charging dock's indicator light is on. Use a dry cloth to wipe the charging pins and try short-circuiting the charging pins with a screwdriver or scissors to see if the indicator light turns off.

🔹 If the indicator light stays on when short-circuited, the charging dock and adapter need to be replaced.

🔹If the indicator light turns off, please send us a video of the charging process and photos of both the vacuum's charging pins and the charging dock's pins for further analysis.

My vacuum cleaner won't power on. What should I do?

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.

The indicator light on my vacuum cleaner is flashing. What should I do?

🔹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.

My vacuum cleaner shuts down automatically. What should I do?

First, install the mop bracket and reboot the vacuum. Then, go to the "More" settings and select "Single Mop" mode in the "Work Mode" section. Try running the vacuum again to see if it still shuts down automatically.
🔹 If the vacuum still shuts down automatically, start by replacing the battery to rule out any issues caused by voltage drops or over-discharge.

🔹 If the vacuum completes the cleaning cycle normally, the issue may be caused by oxidation on the control board, leading to a short circuit in the fan. In this case, the main unit should be replaced.

My vacuum cleaner is making a louder and deeper noise after some use. What should I do?

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.

My vacuum cleaner shuts down automatically. What should I do?

Please contact us to determine whether the battery pack needs to be replaced.

My vacuum cleaner doesn’t respond when I press the power button (no display on the screen, no startup or sound). What should I do?

🔹 Check the battery and adapter setup: Ensure that the adapter is plugged in correctly or that the battery pack is installed. The vacuum will only start normally if the battery pack is installed and the adapter is unplugged. If the user is attempting to start the vacuum with the adapter still connected or without the battery, explain that this is not the correct procedure.

🔹 Check charging status: If there are no issues with the above, ask the user if the display and battery lights respond normally during charging. If the lights respond correctly, try replacing the main unit. If the lights don't respond, replacing the battery pack might be the solution. 🔹 Check assembly: Before proceeding, also inspect the battery pack and main unit assembly. If there is an obvious gap between the two parts, the battery may not be correctly aligned. In this case, disassemble and reassemble them properly to ensure correct placement.

My vacuum cleaner’s brush roll is jammed (the display shows a rolling brush icon flashing). What should I do?

🔹 Check for debris and clean the brush roll: Ask the customer to remove any debris or dirt around the brush roll. Let them run the vacuum without the brush roll installed. If the vacuum runs normally, it indicates that the brush roll was tangled with debris, and cleaning the brush roll will resolve the issue.

🔹 Check the brush roll condition: If the vacuum still doesn’t run properly after removing the brush roll, the issue may not be related to tangling. In this case, suggest replacing the brush roll.

🔹 Check the battery pack: If replacing the brush roll doesn’t resolve the problem, it may be an issue with the battery pack. In this case, the battery pack should be replaced.

My vacuum cleaner isn’t charging. What should I do?

1. Check the adapter specifications: First, confirm whether the adapter being used has a label indicating it provides 31V 0.5A. If it doesn't, you need to replace it with the original adapter. If it does, proceed to the next step.

2.Test the adapter’s output voltage: Ask the user if they have a multimeter. Set the multimeter to DC mode and measure the output voltage of the adapter. If the output is around 31V or if the user doesn’t have a multimeter, proceed by replacing the battery. If the voltage is incorrect, replace the adapter instead.

My vacuum cleaner's suction has significantly decreased (after some use) and it's not picking up debris. What should I do?

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.

My vacuum cleaner doesn’t respond when I press the power button (no display on the screen, no startup or sound). What should I do?

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.

What should I do if the floor brush of my device is making strange noises?

If your 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.

My device won’t switch power modes. What should I do?

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

The battery life is slightly shorter than expected. What should I do?

If you notice reduced battery runtime, please contact us and provide details on your usage duration. This will help us determine if it's normal battery wear or requires replacement. If needed, we can arrange a battery pack replacement for you.

My device is overheating after some use. What should I check?

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.

My device won't power on. How can I resolve this issue?

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.

When charging, neither the battery pack nor the main unit's display responds. What should I do?

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.

My device keeps shutting down automatically at various battery levels, always with low battery warnings just before powering off. What should I do?

If your device frequently shuts down with low battery warnings regardless of the actual charge level, please contact our customer service. We'll help determine if you need to replace the battery pack to resolve this issue.

My floor brush is stuck in protection mode. How can I fix this?

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 issue persists, replace the battery pack.

My device is showing error code E2. How can I resolve this issue?

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.