Customer Warranty Policy

  

1 Objective

Dreame's India Customer Service Policy (hereinafter referred to as "the Policy") is hereby formulated in order to standardize the terms and conditions of return and refund, exchange, maintenance and other India after-sales services, as well as to improve the quality and level of customer service.

 

2.1 Scope

of Application The Policy guarantees that customers may request return and refund services, exchange services, warranty repair services and other after-sales services for products purchased through Dreame's authorized sales channels authorized service partners.

 

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 distributors or resellers who purchase Products for resale.

 

2.3 Applicable Products

This policy applies to products purchased through Dreame's authorized sales channels in India.

 

3 Return and Refund Services

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

 

3.1 Return and Refund

Notice 1) If you are using return and refund services, please provide valid proof of purchase, original receipt or invoice. In addition, the original packaging and all accessories and gifts originally supplied 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 the goods, please return the full scope of delivery (including the original packaging, all accessories and gifts) with a valid proof of purchase, original receipt or invoice. The payee in question 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 seller's consent will be refused.

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 deducting or revoking it from the refund.

 

3.2 Return and refund services will be refused in the following circumstances:

1) Valid proof of purchase, original receipts or invoices are not presented or show signs of tampering or alteration.

2) The returned goods, packaging, accessories, gifts and user manuals are not intact.

3) Any defects or damage to the product caused by human error, or quality issues caused by unauthorized modifications, improper installation, incorrect use, or operation that is not in accordance with the instructions in the official manuals or manuals will be detected after all relevant tests have been performed.

 

4 Replacement Services

For products purchased from the official online store of Amazon, Flipkart and other channels, please refer to the exchange conditions of the respective platform. For more 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 inquire about their exchange policy.

 

4 Warranty Repair Service

If the product has a manufacturing defect during the warranty period, you may contact Dreame Customer Service or an authorized distributor/dealer. Once the quality issue is verified, you can apply for a free warranty repair service.

 

Warranty period of the main categories

Product	Main Components	Guarantee
Vacuum cleaner series	Main body (including dust container, main suction duct, main body, extension rod, carbon fiber rod, power adapter, breadboard, display, water tank)	1 years
	Motor (including main body motor, mini electric brush motor, main brush motor)	1 years
	Battery	1 years
	Accessories (including filter cotton filters, mop, brushes, nozzles, extension hose, flexible adapter, etc.)	NO WARRANTY
Robot vacuum cleaner series	Main body (including motherboard, camera, main wheels, blower, sensors, dust container, water container), charging station, auto-drain base station, self-cleaning base	1 years
	Battery	1 years
	Accessories (including dust container filter, mop, side brush, main brush, main brush cover, water tank filter, cleaning tool, floor cleaning solution, etc.)	NO WARRANTY
Wet and dry vacuum cleaners	Main body (including clean water tank, dirty water tank, LED display, buttons, motherboard, water pump unit, speaker, handle, power supply) and charging station	1 years
	Motor (including main body motor, brushed motor)	1 years
	Battery	1 years
	Accessories (including filter, cleaning solution, cleaning brush)	NO WARRANTY
Hair dryer series	Main body	2 years
Note: Packaging materials such as printed boxes, inner foam, paper cards, user manuals, expansion screws, labels, cleaning tools, and other consumables are not covered by the warranty.

 

5 Definition of 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 date of delivery is after the date of purchase).

2) In the event of loss of the valid proof of purchase, original receipt or invoice, the warranty period begins three months after the manufacturing date on the nameplate of the product.

3) After you have used the exchange service, the warranty period starts from the date of the 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 remaining of the warranty period of the original product, whichever is longer.

 

6 Warranty Limitations

Dreame products are designed and engineered for normal home use. If the Dreame product is used in a non-home environment, the warranty period for the main part is three months.

 

The warranties mentioned do not cover:

I. Failures caused by:

1) Use of a Dreame product that does not comply with the "Usage Restrictions" in the User Manual.

2) Using a Dreame product to clean white ash, sand, dust, and other non-household garbage.

3) Use of a Dreame product for decoration, ornamental or cleaning purposes in a commercial setting.

4) Using a Dreame product to clean in an environment with special adsorption chemicals, metal, or other microparticles.

5) Using a Dreame product in an environment with corrosive-looking objects.

6) Accessories and other wear parts, such as filters, brushes, unless the wear part has been damaged due to a material or workmanship defect on a non-wear part of the product(s).

7) Normal wear and damage to decorative parts.

II.. The product you purchase is a prototype whose model or SN does not comply with the SN coding rule for a brand-new complete device.

 

7 Fee-based Warranty Repair Service

 

7.1 The Free Warranty Repair Service does not apply in the following cases, but you may receive the Chargeable 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 by improper disassembly by the customer or unauthorized third parties.

5) Products that have been damaged by external circumstances, including acts of God, strikes, riots, disruptions to work, lack of materials, non-performance by subcontractors or suppliers, abnormal manufacturing conditions or costs, delays caused by or failure of carriers or communication facilities, fire, floods, storms, ice, accidents, war, explosions, accidents, epidemics, governmental orders or regulations, or the inability to obtain necessary governmental or other approvals, court orders or other causes beyond our control.

6) Product failure or damage caused by improper use, whether by accident or man-made (including operator error, fluid ingress, improper replacement, scratches, shocks during transport or wearing, improper voltage, etc.).

 

7.2 Relevant Charges

1) Upon receipt of the defective Product sent by the Customer, the Dreame authorized service centre will inspect the product to determine if it is covered by the warranty. If the quality defect of the product is covered by the warranty, we will cover the inspection fee, material cost, labor cost, and shipping cost.

2) For products damaged by human impact or products that are not covered by the warranty, you need to pay the repair fees, the cost of spare parts, and the cost of round-trip shipping when requesting a repair.

3) If you cancel the repair service for products damaged by human influence or that are outside the warranty period, you will be responsible for the cost of round-trip transportation.

 

8 Accessories

Customer Service Terms You may request the return and exchange services for accessories of Dreame products purchased from Dreame's customer service team or directly from the sales outlet within seven (7) calendar days from the date of receipt if discrepancies, damaged or missing products and quality defects caused by non-man-made factors are detected and a appropriate proof can be provided. After verification, return and exchange services will be offered. Otherwise, we will see it as confirmation on your part that the product is not damaged or missing and works well.

 

9 Limitations

of Claim and Liability Claims or legal actions against Dreame for this Agreement or the transaction contemplated herein may be brought no later than one year after the cause of action or legal action arises. In any case, our maximum liability will not exceed the purchase price paid for the product.

 

10 Other Notes

1) Except for special requirements, please do not return seriously damaged batteries with problems such as damaged or bloated battery cells or leaking fluid. If they have been sent, they will be scrapped by Dreame.

2) Only products purchased from Dreame or its authorized dealers are eligible for the after-sales service offered under this policy.

3) Due to the different product versions, Dreame products do not support international warranty. The Customer service for products purchased from Dreame dealers is provided by the relevant dealers, and customer service for products purchased from official Dreame online stores is provided by Dreame's authorized customer service partner.

4) If the recipient's address provided by the customer is incorrect or the recipient refuses to accept the goods, the resulting damage will be borne by the customer.

5) In the event of non-delivery or return after refusal, we will keep the goods for you. The storage fees incurred and any other costs are to be borne by you. If the goods are not requested for more than thirty (30) calendar days, the Dreame service Center has the right to final disposal.

6) Before sending the product for maintenance, please take care of the individualized and cosmetic components (including decorative stickers, FH stickers, color markings, etc.) attached to the original product. The Dreame service center is not liable for any damage or loss of these individualized or cosmetic components.

7) In order to protect 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 service. If the recipient authorizes the courier company to send the package to the designated location without signing it personally, they will be liable for the loss or damage. If the outer packaging is intact and the contents have been damaged in transit, you should contact the Dreame dealer or Dreame's customer service team within 24 hours to report it, otherwise such complaints will not be processed.

 

11 In the event of an amendment to the Directive, the most recently updated document shall prevail.

 

12 If any of the conditions of the Directive are contrary to national or local laws, the law shall prevail. The policy is considered standard if all conditions are in line with the relevant laws and regulations.