Shipping Details

Please allow 2-4 business days for delivery We ship across Australia, including major cities like: Sydney, Melbourne, Perth, Brisbane, Adelaide, Canberra, Newcastle and the Gold Coast

1. Introduction

This Returns Policy (Returns Policy) applies to all purchases made on the website. You agree to comply with all Terms when accessing or using our Services, including this Returns Policy.

2. Change of Mind

Change of mind requirements

Dreame does not offer replacements or refunds if you simply have a change of mind, unless Dreame chooses to do so, at its sole discretion. If Dreame accepts a refund request, a 10% restocking fee on the paid amount will be charged.

Furthermore, all items returned for refund or exchange are at the buyer's expense and must be posted back through Australia Post with a tracking number.

It is important to note that Consumer Guarantees do not apply if you simply change your mind, find the item cheaper elsewhere, decide you did not like the purchase or have no use for it.

Please reach out to our friendly customer service team for any inquiries or questions about our products that you may have.

To be eligible for any change of mind requests, the minimum requirements must be met:

The request is made within 30 days of purchase;

That you provide satisfactory proof of purchase (upon request from Dreame);

The merchandise is in a saleable condition (that is, the item is unopened and unused, with all original packaging or tags attached and where the product's seal is not broken or tampered).

Customer returns and refunds

We may refund you if either of the following two prerequisites is met:


If there is duplicate payment was made due to technical glitch or any other error;
If we consider the refund is necessary as per user support staff at our sole discretion.

We take user feedback very seriously and use it to improve our quality of service constantly. Any sale or promotional items that are sold are non-refundable and non-exchangeable.

Note: Dreame reserves the right to make changes in the return policy at any time. Any changes will be updated on our website.

3. Faulty or Defective Product Replacements

If an item is faulty, wrongly described, incorrect or otherwise in breach of Australian Consumer Law. In that case, we will fulfil our legal obligations, which may include refunding the purchase price and delivery charges or providing a replacement product - given that you have contacted us within 30 days of purchase.

If an item is found to be defective or faulty, you will be required to book your return with our customer service team.  In order to assist us in facilitating the returns process, you may be required to upload clear images of the damage, defect or fault for us to assess. Upon the initial preliminary assessment, we may request that you provide further information in order to process your claim.

If the product is confirmed to have a defect, we will provide you with a replacement or refund of the faulty item at your discretion. We will require that you return the defective or faulty item to Dreame by post at our expense via Australia Post. We will contact you to provide further information regarding the process and its progress. In some circumstances, we may instruct you to dispose of the defective or faulty item. If that is the case, we will provide you with instructions detailing how to do that.

Note: We may not be able to offer a replacement or exchange on some products if there is no longer stock available.

4. Returns Tender

Refunds

If you are entitled to a refund, your refund will be processed in the same manner as the original payment method. For purchases made by credit or debit card, the cardholder and the identical credit or debit card are required to process the refund as it was originally used for the purchase.

Please note that processing of refunds takes between 15 to 30 business days of confirmation of the refund to show up on your account due to the varying processing times between payment providers.

5. Consumer Guarantees

This Policy is not designed to replace or exclude any rights available to you under the Australian Consumer Law.

If you believe an item purchased from us is faulty or defective, you may still retain rights under Australian Consumer Law. Where there is a major failure with the item, you may choose a refund, exchange or repair as well as compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the item repaired or replaced if the item fails to be of acceptable quality, and this failure does not amount to a major failure. Where an item is damaged through misuse, we are not obliged to provide a refund, exchange or repair.

Certain legislation, including the Australian Consumer Law (the ACL) in the Consumer and Competition Act 2010 (Cth), as well as similar consumer protection laws and regulations, may confer you with rights, warranties, guarantees and remedies relating to the provision of goods or services to you which cannot be excluded, restricted or changed by us. Our liability is covered solely by the ACL, this policy and any terms and conditions specified on our Website.

6. Amendment

This Policy may be amended at any time without prior notice. Any purchase from us following any such amendments will be deemed to be confirmation that you have accepted those amendments. We recommend that you check our current Terms and Conditions before making any purchase. Our agents, employees and third parties do not have the authority to amend this Policy or our Terms and Conditions.

7. Contact Us

If you have any enquiries regarding your return or our Returns Policy, please contact us. If there are any further issues, you may contact our customer service team.