1 goal
Dreame International After-Sales Policy (hereinafter referred to as "the Policy") is hereby formulated to standardize the terms and conditions of return and refund, exchange, maintenance and other international after-sales services, and to improve the quality and level of after-sales service.

2.1 Scope
The policy guarantees that customers can request return and refund services, exchange services, warranty repair services and other after-sales services for products purchased through Dreame's authorized sales channels.

2.2 Definition
In this Policy, Dreame Technology or Dreame refers to Dreame Technology (Suzhou) Co., Ltd. and its subsidiaries, hereinafter referred to as "we". "You" refers to the end user who purchases the products referred to in Section 2.3 of this Policy and does not include any distributor or reseller who purchases products for resale.

2.3 Applicable products
This policy applies to products purchased through Dreame's authorized sales channels.

3 Return and refund services

3 Return and refund services

Please note that all purchases made via our website ch.dreametech.com are final. A return or exchange is excluded in these cases.

For products purchased from the official online store of Digitec Galaxus, Brack and other platforms, please refer to the return and refund policy of the respective platform. For further details, you can contact the seller to find out about the respective terms and conditions.

For products purchased through other Dreame authorized sales channels, please contact the seller to find out about their return and refund policies.

3.1 Information on returns and refunds
1) When requesting return and refund services, please provide a valid proof of purchase, original receipt or invoice. In addition, the original packaging and all accessories and gifts originally provided with the product must be included in the return.
2) The returned goods must be packaged in good condition, and the labels and various logos of the returned goods and accessories must not show any signs of tampering or alteration. If gifts were included, please return them with the goods.
3) When returning goods, please send back the complete package (including original packaging, all accessories and gifts) with a valid proof of purchase, original receipt or invoice. The relevant payee is responsible for the refund.
4) Please return the goods to the address provided. The shipping fee must be paid in advance.
5) Unauthorized returns or cash on delivery without the consent of the seller will be rejected.
6) If the product to be refunded was purchased together with other products that resulted in an overall discount, we reserve the right to cancel this discount by deduction or revocation at the time of the refund.

3.2 Return and refund services will be refused under the following circumstances:
1) Valid proof of purchase, original receipts or invoices are not presented or show signs of tampering or alteration.
2) Return and refund services due to non-quality issues or without providing a reason for return will be requested more than thirty (30) calendar days after the date of purchase with valid proof of purchase, original receipt or invoice, or the date of delivery.
3) The returned goods, packaging, accessories, gifts and user manuals are not intact.
4) Any failure or damage to the product caused by human error or quality problems caused by unauthorized modification, improper installation, incorrect use or operation not in accordance with the instructions in the official instructions or manuals will be determined after all appropriate tests have been carried out.
5) After confirmation of return and refund services, corresponding goods will not be returned within fourteen (14) calendar days.

4 Replacement services
For products purchased from Dreame official website, if the product has a manufacturing defect, you may contact Dreame customer service team within thirty (30) calendar days of the purchase date with valid proof of purchase, original receipt or invoice, or the delivery date (if the delivery date is after the purchase date) to obtain replacement services. The cost of the replacement shipment will be borne by us.

For products purchased from the official online store of Amazon, AliExpress and other platforms, please refer to the exchange conditions of the respective platform. For more details, you can contact the seller to learn about the respective terms and conditions.

For products purchased through other authorized Dreame sales channels, please contact the seller to learn about their exchange policies.

4.1 Notes on exchange
1) When requesting exchange services, please provide a valid proof of purchase, original receipt or invoice.
2) The returned goods should be packaged in good condition, and the labels and various logos of the returned goods and accessories should not show any signs of tampering or alteration.
3) When returning the goods for exchange, please send back the complete package (including the original packaging, all accessories) with a valid proof of purchase, original receipt or invoice. After inspection and confirmation, you will receive a new product of the same model and specification.

4.2 Exchange services will be refused under the following circumstances:
1) Valid proof of purchase, original receipts or invoices are not presented or show signs of tampering or alteration.
2) The use of exchange services takes place more than thirty (30) calendar days after the date of purchase with valid proof of purchase, original receipt or invoice or the delivery date.
3) The goods, outer packaging and user manuals returned for exchange are not intact.
4) The goods returned for exchange do not show any quality defects after all appropriate tests have been carried out.
5) Any failure or damage to the product caused by human error or quality problems caused by unauthorized modification, improper installation, incorrect use or operation not in accordance with the instructions in the official instructions or manuals will be determined after all appropriate tests have been carried out.
6) After confirmation of the exchange services, corresponding goods will not be returned within fourteen (14) calendar days.

5 Warranty repair service
If the product has a manufacturing defect during the warranty period, you can contact Dreame customer service or an authorized distributor/dealer. Once the quality problem is verified, you can apply for free warranty repair service.

Warranty period of the main components

PRODUCT	MAIN COMPONENTS	EU WARRANTY PERIOD
Vacuum cleaner series	Main body (including dust container, main suction channel, main body, extension rod, carbon fiber rod, power adapter, breadboard, display, water tank)	2 years
	Motor (including main body motor, mini electric brush motor, main brush motor)	2 years
	battery pack	2 years
	Wear parts (including filter with filter cotton, mop, brushes, nozzles, extension hose, flexible adapter, etc.)	NO GUARANTEE
Robot vacuum cleaner series	Main body (including motherboard, camera, main wheels, fan, sensors, dust container, water tank), charging station, base station for automatic emptying, self-cleaning base	2 years
	battery pack	2 years
	Consumable parts (including dust bin filter, mop, side brush, main brush, main brush cover, water tank filter, cleaning tool, floor cleaning solution, etc.)	NO GUARANTEE
Wet-dry vacuum cleaner	Main body (including clean water tank, dirty water tank, LED display, buttons, main board, water pump unit, speaker, handle, power adapter) and charging station	2 years
	Motor (including main body motor, brush motor)	2 years
	battery pack	2 years
	Roller brush	3 months
	Wear parts (including filter, cleaning solution, cleaning brush)	NO GUARANTEE
Hairdryer series	Main product	2 years
Robotic lawnmower series	Main body (including decorative cover, bumper, motherboard, sensors, chassis, wheels, etc.), charging station, power supply	2 years
	Motor (including cutting motor, wheel motor, etc.)	2 years
	Battery pack (excluding AA/AAA batteries)	2 years
	Accessories (cleaning brush)	1 year
	Wear parts (including blades, nails)	NO GUARANTEE
Note: Packaging materials such as printed boxes, interior foam, paper cards, user manuals, expansion screws, labels, cleaning tools and other consumables are not covered by the warranty.

 

6 Definition of the warranty period
1) The warranty is valid from the date of purchase with valid proof of purchase, original receipt or invoice or the date of delivery (if the delivery date is after the date of purchase).
2) In case of loss of valid proof of purchase, original receipt or invoice, the warranty period begins three months after the date on the lower rating plate of the product.
3) After you have claimed the exchange service, the warranty period starts from the date of exchange, for which valid proof is required.
4) Repaired or replaced products are warranted for 3 months from the date of repair or replacement or for the remainder of the warranty period of the original product, whichever is longer.

7 Warranty Limitations
Dreame products are designed and constructed for normal household use. If the Dreame product is used in a non-domestic environment, the warranty period for the main part is three months.

The above warranties do not cover:
Ⅰ. Failures caused by:
1) Using a Dreame product in a manner that does not comply with the “Restrictions on Use” in the user manual.
2) Using a Dreame product to clean white ash, sand, dust and other non-household debris.
3) Using a Dreame product for decorative, ornamental or cleaning purposes in a commercial setting.
4) Using a Dreame product for cleaning in an environment containing special adsorption chemicals, metal or other microparticles.
5) Using a Dreame product in an environment containing corrosive objects.
6) Accessories and other consumable parts, such as filters, brushes, unless the consumable part was damaged due to a defect in materials or workmanship of a non-consumable part of the product(s).
7) Normal wear and tear and damage to decorative parts.
Ⅱ. The product you purchased is a prototype whose model or SN does not conform to the SN coding rule for a brand new complete device.

8 Warranty repairs subject to a fee

8.1 In the following cases, the free warranty repair service is not applicable, but you can use the paid warranty repair service in these cases:
1) Products purchased from unauthorized dealers or sellers.
2) Damage caused by improper use, maintenance and storage.
3) Products and accessories that prove to be defective after the warranty period has expired.
4) Products damaged due to improper disassembly by the customer or unauthorized third parties.
5) Products damaged by external circumstances including acts of God, strikes, riots, labor disruptions, shortages of materials, non-performance by subcontractors or suppliers, abnormal manufacturing conditions or costs, delays by or failures of transportation companies or communications facilities, fire, floods, storms, ice, snow, accidents, war, explosions, accidents, epidemics, government orders or regulations or the inability to obtain necessary governmental or other approvals, court orders or any other reasons beyond our control.
6) Product failure or damage caused by improper use, whether accidental or man-made (including operator error, liquid ingress, improper replacement, scratches, impact during transportation or carrying, improper voltage, etc.).
7) After confirmation of warranty repair services, corresponding goods will not be returned within fourteen (14) calendar days.

8.2 Relevant fees
1) After receiving the defective product sent by the customer, Dreame repair center or a repair center authorized by Dreame will inspect the product to determine whether it is covered by the warranty. If the quality defect of the product is covered by the warranty, we will bear the inspection fees, material costs, labor costs and shipping costs.
2) For products damaged by human influence or products not covered by warranty, you need to bear the repair fees, spare parts costs and round-trip shipping costs when you request repair.
3) If you cancel the repair service for products damaged by human influence or outside the warranty period, you will have to bear the cost of round-trip transportation.

9 Customer service conditions for accessories
You can enjoy the return and exchange services for accessories of Dreame products purchased from Dreame customer service team or directly from the sales stores within seven (7) calendar days from the date of receipt if discrepancies, damaged or missing products and quality defects caused by non-artificial factors are found and relevant evidence can be provided. Return and exchange services will be offered after verification. Otherwise, we will regard it as your confirmation that the product is not damaged or missing and works well.

10 Limitations of claims and liability
Any claim or legal action against Dreame for breach of this Agreement or the transaction contemplated hereby shall be brought no later than one year after the cause of action giving rise to the claim or legal action arose. In any event, our maximum liability shall not exceed the purchase price paid for the product.

11 Other information
1) Unless there are special requirements, please do not return seriously damaged batteries with problems such as damaged or swollen battery cells or leaking liquid. If they are returned, Dreame will scrap them.
2) Only products purchased from Dreame or its authorized dealers are eligible for after-sales service offered under this Policy.
3) Due to the different product versions, Dreame products do not support international warranty service. After-sales service for products purchased from Dreame dealers is provided by the relevant dealers, and after-sales service for products purchased from Dreame official online stores is provided by Dreame's customer service team.
4) If the recipient address provided by the customer is incorrect or if the recipient refuses to accept the goods, the resulting damage shall be borne by the customer.
5) In case of non-delivery or return after rejection, we will store the goods for you. The applicable storage fees and any other costs are to be borne by you. If the goods are not claimed for more than thirty (30) calendar days, the Dreame repair center has the right to final disposal.
6) Before sending the product for service, please carefully handle the customized and cosmetic parts (including decorative stickers, FH stickers, paint marks, etc.) attached to the original product. Dreame Repair Center will not be liable for any damage or loss of these customized or cosmetic parts.
7) In order to safeguard your rights and interests, after receiving the purchased product, please check whether it is in good condition (whether there is any damage due to logistics problems or other causes). If the outer packaging of the product is damaged, please refuse to sign and return it by courier. If the recipient authorizes the courier company to send the package to the designated location without personally signing for it, he will be responsible for the loss or damage. If the outer packaging is intact and the contents have been damaged during transportation, you should contact the Dreame dealer or Dreame customer service team to report it within 24 hours, otherwise such claims will not be processed.

12 In the event of any amendment to this Directive, the most recently updated document shall prevail.

13 If any of the terms of the Policy conflict with national or local laws, the law will prevail. The Policy will be the default if all terms are consistent with the relevant laws and regulations.

14 If you have any questions about this policy, please contact our customer service team:

Switzerland: sales@autronic.ch
Europe and other regions: aftersales@dreame.tech
US: support.us@dreame.tech
Japan: support.jp@dreame.tech
Korea: support.kr@dreame.tech

Switzerland: +41 44 802 42 00 (Mon. to Fri. 09:00-12:00;13:00-17:00 MESZ)
Germany: +49 800 000 1747 (Mon. to Fri. 9:00 a.m.–6:00 p.m. CEST)
US: +1 (866) 977-5177 (Mon-Fri 9:00am-6:00pm CST)