After-sales policy

1 Goal

To meet the conditions and standards of the company's after-sales service abroad, such as returns and repairs, and to improve the quality of customer service.

2.1 Scope

The policy ensures that Philippines customers can request the services like return, exchange, repair etc. after purchasing our products from our official online store and our official authorized agents/distributors.

2.2 Definitions

In this Policy, "Dreame Technology" or "Dreame" refers to Dreame Technology (Suzhou) Co., Ltd. and its affiliated branches, hereinafter referred to as “I” or “we”. "You" refers to the end user who purchases the Products referred to in Section 2.3 of this Policy and does not include dealers or resellers who purchase Products for resale business.

2.3 Applicable Products

This policy applies to the vacuum cleaners and robot vacuums sold on our official online stores，including our official website.

3 Returns and Refunds

**For products purchased on the Dreame official website , you can return the product within 14 calendar days from the date of purchase on valid sales receipts, receipts or invoices or from the delivery date (if the delivery date is later than the purchase date) without giving any reason Request return and refund service and are responsible for the return shipping cost.
**For products purchased on the Dreame official website , you can contact Customer Service within 14 calendar days from the date of purchase with valid receipts, receipts or invoices, or after the delivery date (if the delivery date is later than the purchase date). Contact Officially Authorized After-Sales Service Center and request return and refund service due to product quality problem. We will be responsible for the return shipping cost. A full refund will be made to the original payment account within 14 calendar days of receipt of the returned item.

3.1 Notes on Returns

When requesting the return and refund service, please provide a valid proof of purchase, receipt or invoice. In addition, the product's original packaging and all accessories and gifts must be returned together
The returned goods should be packaged in good condition, and the labels and various markings on the returned goods and accessories should still be intact and show no signs of tampering or wear. If there are any gifts, please return them with the goods.
When returning the goods, please return the complete goods (including the original packaging, all accessories and gifts) with a valid proof of purchase, receipt or invoice. The respective payee is responsible for the refund
If you return the product, you should ship it to the address provided and you need to pay the shipping cost in advance.
Unauthorized return or cash on delivery without seller's consent will be refused.
If the returned product was purchased together with other products to obtain a discount, the corresponding discount will be deducted or revoked by us when refunding.

3.2 The return and refund service will not be covered under the following circumstances:

Valid proof-of-purchase, original receipts or invoices are not provided, or show signs of tampering or alteration.
Request for return & refund service out of non-quality issues or without giving relevant return reason is made more than thirty (30) calendar days of the purchasing date on valid proof-of-purchase, original receipts or invoices or delivery date.
The returned goods, packaging, accessories, gifts and user manuals are not intact.
Any fault or damage of the product caused by man-made errors, or any quality problem caused by unauthorized modification, improper installation, and incorrect use or operation not in accordance with the instructions of the official instructions or manuals are found after all appropriate tests are conducted.
After the confirmation of return & refund service, corresponding goods are not sent within fourteen (14) calendar days.

4 Exchange service

**For products purchased from Dreame official site,** within thirty (30) calendar days of the purchasing date on valid proof-of-purchase, original receipts or invoices or delivery date (if the delivery date is later than the purchasing date), if the product has a manufacturing defect, you can contact Dreame after-sales service team and request the Replacement Service. We shall be responsible for the replacement shipping fee.
**For products purchased from Online Official Store of Amazon, AliExpress and other Platforms,** please refer to the replacement policy of the platform. For more details, you can contact the seller to confirm specific terms and conditions.
**For products purchased from other sales channels**, please contact the seller to confirm its replacement policy.

4.1 Notes on exchanges

When requesting the exchange service, please provide a valid proof of purchase, receipt or invoice.
The returned goods should be packed in good condition, and the labels and various logos of the returned goods and accessories show no signs of tampering or alteration.
When returning the goods for replacement, please return the full set of goods (including the original packaging, all accessories) with valid proof-of-purchase, the original receipt or invoice. After examination and confirmation, you will get a new product of the same model and specification.

4.2 The exchange service will not be accepted under the following circumstances:

Valid proof of purchase, receipts or invoices are not provided or show signs of tampering or alteration.
The request for exchange service is made more than 30 calendar days after the date of purchase on valid proof of purchase, receipt or invoice or the date of delivery.
The returned goods for replacement, outer packaging, and user manuals are not intact.
The returned goods for replacement are found to have no quality issues after all appropriate tests are conducted.
Any fault or damage of the product caused by man-made errors, or any quality problem caused by unauthorized modification, improper installation, and incorrect use or operation not in accordance with the instructions of the official instructions or manuals are found after all appropriate tests are conducted.
After the confirmation of replacement service, corresponding goods are not sent within fourteen (14) calendar days.

5 Free repair service

If the product has a manufacturing defect during the warranty period, you can contact Dreame after-sales service team or authorized distributor/retailer. Once the quality problem is verified, you can apply for free Warranty Repair Service.

Warranty Period

Product	Main Components	Normal Warranty Period	Registration for extend warranty Period
Robot Vacuum Series X50 Ultra	Main Body (including Main board, Camera, Main wheels, Blower, Sensors, Dust bin, Water tank), Charging dock, Auto-Empty base, Self-Wash base、	5 years	/
	Battery pack (AA/AAA batteries excluded)	1 year	/
	Consumable parts (including Dust bin filter, Mop, Side brush, Main brush, Main brush cover, Water tank filter, Cleaning tool, Floor cleaning solution, etc.)	1 month
Robot Vacuum Series (Except X50 Ultra)	Main Body (including Main board, Camera, Main wheels, Blower, Sensors, Dust bin, Water tank), Charging dock, Auto-Empty base, Self-Wash base	3 years	/
	Battery pack (AA/AAA batteries excluded)	1 year	/
	Consumable parts (including Dust bin filter, Mop, Side brush, Main brush, Main brush cover, Water tank filter, Cleaning tool, Floor cleaning solution, etc.)	1 month
Vacuum Cleaner Series(Except Z20/Z30/Z20 station)	Main body (including Dust cup, Main suction, Main body, Extension rod, Carbon fiber rod, Power adapter, Pinboard, Display screen, Water tank)、Motor (including Main body motor, Mini motorized brush motor, Main brush motor)	1 year	1 year
	Battery pack (AA/AAA batteries excluded)	1 year	/
	Consumable parts (including Dust bin filter, Mop, Side brush, Main brush, Main brush cover, Water tank filter, Cleaning tool, Floor cleaning solution, etc.)	1 month
Vacuum Cleaner Series(Z20/Z30/Z20 station)	Main body (including Dust cup, Main suction, Main body, Extension rod, Carbon fiber rod, Power adapter, Pinboard, Display screen, Water tank)、Motor (including Main body motor, Mini motorized brush motor, Main brush motor)	2 year	1 year
	Battery pack (AA/AAA batteries excluded)	1 year	/
	Consumable parts (including filter with filter cotton, Mop, Brushes, Nozzles, Extension hose, Flexible adapter, etc.)	1 month
Wet & Dry Vacuum Series	Main Body (including Clean water tank, Dirty water tank, LED display screen, Buttons, Main board, Water pump assembly, Speaker, Handle, Power adapter, Main body motor, Brush motor) and Charging base	2 year	6 month
	Battery	1 year	/
	Roller brush,Consumable parts (including Filter, Cleaning solution, Cleaning brush)	1 month
Robotic Pool Cleaner	Main body (Including decorative cover, mainboard, sensor, chassis, etc.) Magnetic Charger、Motor (Including walking motor, propeller motor, etc.)、Battery pack (AA/AAA batteries excluded)	2 years	1 year
	Remote (suitable for Z1 Pro)	2 years（Warranty does not cover non-quality issues）
	Accessory (Filter Basket，Track Wheel, Rear Roller Brushes)	1 month
	Retrieval Hook	NO WARRANTY
Mowing Robot Series	Main Unit (including decorative cover, bumper, mainboard, sensors, chassis, wheels, etc.), charging station, power supply、Motor (including cutting motor, wheel motor, etc.)、Battery Pack (excluding AA/AAA batteries)	2 year	/
	Accessories (cleaning brush)	1 month
	Wear Parts (including blades, nails)	NO WARRANTY
Hair Dryer Series	Main product	2 years	/
N10		1 year

Note:

Colored packaging, inner foam, paper cards, instruction manuals, water tank filters, expansion screws, labels, cleaning equipment and other consumables are not covered by the warranty.

6 Definition of Warranty Period

Warranty begins on the date of purchase on valid sales receipts, receipts or invoices, or on the date of delivery (if the delivery date is later than the date of purchase).
If the valid proof-of-purchase, original receipts or invoices are lost, the warranty period starts from three months later than the date on the bottom nameplate of the product.
After using the exchange service, the warranty period starts from the date of exchange. Valid proof of exchange is required.
The replacement parts repaired and exchanged during the warranty period will be charged according to the remaining warranty period if the warranty period is more than three months from the original warranty period; But if the warranty period is less than three months from the original warranty period, it will be calculated after three months.

7 Our vacuum cleaners and vacuum robots are developed and constructed for normal household purposes. If the product is used in a non-home environment, the main body warranty period is three months.

The warranties set forth do not cover :

Ⅰ. Failures caused by:

Using a product for cleaning that does not conform to the "Application" in the user manual.
Using a product to clean white ash, sand, dust and other non-household waste.
Use of a product for decoration, adornment or cleaning in a commercial environment.
Using a product to clean in an environment with special adsorption chemicals, metal or other microparticles.
Using a product in an environment with corrosive objects.
Accessories and other consumable-like accessories, such as B. Cartridges and brush heads, unless damaged due to manufacturing defects.
Normal product use, wear and tear and damage to decorative accessories
The product you purchased is a prototype whose model or SN does not conform to the SN coding rule for a brand-new complete machine.

8 Paid Repair Service

8.1 The free repair service is not applicable under the following circumstances, but you can choose the paid repair service:

Products purchased from unauthorized dealers or sellers
Damage caused by improper use, maintenance, and storage.
Products and accessories found to be defective after the warranty period has expired.
Products damaged due to improper dismantling by the customer or unauthorized third parties.
Products damaged due to force majeure, including without limitation, acts of God, strikes, riots, labor disturbances, material shortages, nonperformance by subcontractors or suppliers, abnormal manufacturing conditions or costs, delays or failures of carriers or communications, fire, flood, storms, ice, snow, accident, war, explosion, accidents, epidemics, governmental orders or regulations or inability to secure any necessary governmental or other permits, court orders, or any other reason beyond the reasonable control of us.
Product failure or damage subjected to misuse or abuse, whether by accident or man-made causes (including but not limited to operation errors, liquid inlet, improper swap, scratch, bump during transportation or carrying, inappropriate voltage, etc).
After the confirmation of warranty repair service, corresponding goods are not sent within fourteen (14) calendar days.

8.2 Relevant Charges

Upon receipt of the defective product sent in by the customer, Dreame's authorized repair center will inspect the product to determine whether it is under 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.
For products damaged due to human causes or products that are out of warranty, you need to bear the repair fee, replacement part cost and round-trip shipping cost
If you cancel the repair service for products damaged due to human causes or out-of-warranty products, you need to bear the round-trip shipping cost.

9 After-sales service conditions for accessories

You can request the exchange service for accessories of Dreame products purchased from Dreame’s Officially Authorized After-Sales Service Center within 7 calendar days of receipt if discrepancies, damaged or missing products and quality defects caused by non-artificial factors are found and appropriate proof can be provided. After verification, the exchange service will be provided. Otherwise, it will be taken as your confirmation that the product is not damaged or missing and is in good working order.

10 Limitation of Claims and Responsibility

No claim or action against Dreame for breach of this Agreement or the transaction contemplated hereunder may be asserted or brought more than one year after the cause of action or claim accrues. In all circumstances our maximum liability shall not exceed the purchase price paid for the product.

11 Other Notes

Except for special requirements, please do not return seriously damaged batteries with problems such as damaged battery cells, swollen cells, or liquid leakage; If they have already been sent in, we will scrap them.
Only products purchased from Dreame or our authorized dealers are eligible for the after-sales service provided by this policy.
Due to differences in product versions, Dreame's products do not support international warranty service. Customer service for products purchased from Dreame dealers is provided by the respective dealers. Customer service for products purchased from Dreame is provided by Dreame's Officially Authorized After-Sales Service Center
If the recipient's address provided by the customer is incorrect or the recipient refuses to accept the goods, the customer shall bear the resulting damage.
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 used for more than 30 calendar days, Dreame’s Officially Authorized After-Sales Service CenterDreame repair center has the right of final disposal.
Before sending the product for maintenance, please carefully deal with the characteristic items and decorations (including but not limited to decorative stickers, UAS stickers, paint spraying, etc.) attached to the original product. Dream repair center is not liable for any damage or loss of these personalized items and decorations.
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 transportation or other causes). If the outer package is damaged, please refuse to sign and return the goods by the courier company. If the recipient authorizes the courier company to send the package to the designated location without signing for it personally, the recipient will be responsible for the loss or damage. If the outer packaging is intact and the inner objects are abnormal or damaged due to transportation, you should contact Dreame distributor or Dreame customer service team within 24 hours to report, otherwise such problems will not be processed .

12 In the event of a change in the Policy, the most recently updated document shall prevail.

13 If any of the terms of the Policy conflict with national or local law, the law shall prevail. If all the terms and conditions are in accordance with the relevant laws and regulations, the policy is considered the standard.

14 If you have any questions about this policy, please contact our Officially Authorized After-Sales Service Center which helps offer local service and repairs, for more specific information please contact dreameph8@gmail.com, and hotline (+63 9159592122) operating hour Mon-Fri 9am to 10pm.

You can also reach us via phone call: +1 (866) 977-5177 (Mon. - Sun. 9:00-21:00 EDT)

15 The policy will come into effect on July 1, 2021.

Products and accessories found to be defective after the warranty period has expired.