1.  Preamble 

These return conditions (hereinafter referred to as “Conditions”) apply to purchases made by consumers (hereinafter referred to as “Customers”) from Dreame Official Webshop (Germany, Spain, France, Italy, Netherlands, Belgium, Greece, Ireland, and Austria) (hereinafter referred to as “Dreame”). They apply in addition to Dreame's General Terms and Conditions and relate in particular to return rights and claims arising from any warranties. 

In addition to the rights set out below, Customers may have further rights under applicable national laws. No part of the following Conditions constitutes a restriction or replacement of such rights under the applicable national law.   

These Conditions apply only to products purchased through the official Dreame website. They apply exclusively to consumers and expressly do not apply to commercial customers, distributors, and/or resellers who purchase products for commercial purposes and/or for resale. Separate terms and conditions and policies apply to products not purchased through Dreame's official websites, in particular those purchased through other authorized distribution channels.

2. Customer's statutory right of withdrawal 

Right of withdrawal
 
As a consumer, you have the right to withdraw from a contract within fourteen days without giving any reason. The withdrawal period is fourteen days and begins:
 
· in the case of a purchase contract: the day on which you or a third party designated by you, who is not the carrier, took possession of the goods, or

· in the case of a contract for several goods that you have ordered as part of a single order and that are delivered separately: on the day on which you or a third party designated by you, who is not the carrier, took possession of the last goods

· in the case of a contract for the delivery of goods in multiple partial shipments or pieces: the day on which you or a third party designated by you, who is not the carrier, took possession of the last partial shipment or the last piece

· in the case of a contract for the regular delivery of goods over a specified period of time: the day on which you or a third party designated by you, who is not the carrier, took possession of the first goods or

· in the case of a service contract or a contract for the delivery of digital content that is not delivered on a physical data carrier: the day on which the contract is concluded.

To exercise your right of withdrawal, you must inform us: aftersales@dreame.tech

by means of a clear statement (e.g. a letter sent by post or email) of your decision to withdraw from this contract. You can use the sample withdrawal form printed below, but this is not mandatory.
 
To meet the withdrawal deadline, it is sufficient for you to send your notification of exercising your right of withdrawal before the withdrawal period expires.
 
Consequences of withdrawal
 
If you withdraw from this contract, we shall reimburse you for all payments we have received from you, including delivery costs (with the exception of additional costs resulting from your choice of a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within fourteen days of the day on which we receive notification of your withdrawal from this contract. We will use the same means of payment for this refund as you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged for this refund.
 
We may refuse to refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.
 
You must return or hand over the goods to us immediately and in any case no later than fourteen days from the date on which you notify us of the cancellation of this contract. The deadline is met if you send the goods before the expiry of the fourteen-day period.
 
We shall bear the costs of returning the goods, except for express delivery costs (i.e. if standard delivery was not selected). You shall only be liable for any loss in value of the goods if this loss in value is attributable to handling of the goods that is not necessary for testing their condition, properties, and functionality.
 
If you have requested that the services should begin during the withdrawal period, you must pay us a reasonable amount corresponding to the proportion of the services already provided up to the time you notify us of the exercise of the right of withdrawal with regard to this contract in comparison to the total scope of the services provided for in the contract.
 
Exclusion of the right of withdrawal
 
The right of withdrawal does not apply:
 
· for contracts for the delivery of goods that are not prefabricated and for the manufacture of which an individual selection or determination by the buyer is decisive or which are clearly tailored to the personal needs of the buyer.

· for contracts for the delivery of goods if, due to their nature, they have been inseparably mixed with other goods after delivery.

· for contracts for the delivery of audio or video recordings or computer software in sealed packaging, if the seal has been removed after delivery.
 
Expiry of the right of withdrawal 
 
The right of withdrawal expires in the case of contracts for the delivery of digital content that is not stored on a physical data carrier, even if the entrepreneur has begun to execute the contract after the consumer has given their express consent and at the same time confirmed their knowledge that they will lose their right of withdrawal upon commencement of the contract execution.
 
Sample withdrawal form
 
(If you wish to withdraw from the contract, please fill out this form and return it.)
 
    To:
    [Name; address, email]
    I/we hereby revoke [*] the contract concluded by me/us [*] for the purchase of the following goods [*]/the provision of the following service [*]
 
    ordered on [*]/received on [*],
    Name of consumer(s),
    Address of the consumer(s),
    Signature of the consumer/consumers (only if this form is in paper form),
    Date
 
[*] Please delete as applicable.

3. Voluntary right of return up to 30 days after receipt of goods

In addition to the statutory right of withdrawal, Dreame offers its Customers an extended right of return, which Customers can exercise within 30 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) under the following conditions. Customers can also return items within this period without giving a reason. Returns are generally free of charge. Any shipping costs will be covered by Dreame, provided they are within the usual standard shipping conditions. As a rule, Dreame will provide the Customer with a return label and cover the associated shipping costs. If the return is made in this way, the Customer will not incur any costs. However, if the Customer wishes to use a different return option that goes beyond these standard services – such as door-to-door pickup or express service – the Customer shall bear the additional costs incurred.

Customers are generally free to choose whether to exercise their statutory right of withdrawal or their right of return under this clause, subject to the respective conditions. This right of return does not affect the Customer's statutory rights, including any rights relating to defects or warranty. 

In order to make a return in accordance with this clause, the Customer must notify Dreame within the aforementioned period that they wish to exercise their right of return. Dreame is entitled to request valid proof of purchase in case of doubt. A return is only possible if the original packaging and all accessories originally supplied with the product (in particular all labels, cables, chargers, manuals) and any extras are included in the return shipment and the product and accessories are in a resalable condition. This means that the returned products must be in good condition and packaged, the labels and logos on the returned products and accessories must be complete and show no signs of tampering or alteration, and all other extras must be included. 

If these conditions are not met, the return of goods may be refused. Alternatively, as in the case of the statutory right of withdrawal, compensation for any loss in value may also be demanded in the case of the voluntary 30-day right of return, insofar as the loss in value is attributable to handling of the goods that was not necessary for testing the condition, properties, and functionality of the goods.

Dreame may refuse a refund if (a) valid proof of purchase, original receipts, or invoices are not provided or show signs of tampering or alteration; (b) the claim is made after the deadline has expired; (c) the returned products and/or accessories are damaged, dirty, or in otherwise poor condition and are therefore not suitable for immediate resale without further processing; (d) defects or damage are found on the product or accessories that have been caused by human intervention, or quality problems are apparent that have been caused by unauthorized modifications, improper installation, incorrect use or operation, in particular that which is not in accordance with the instructions in manuals, handbooks, safety instructions or other product information; (e) a return is not made within fourteen (14) days of the declaration of claim. 

If Dreame refuses the return, Dreame will inform the Customer accordingly. Dreame reserves the right to charge the Customer for the cost of returning rejected products. 
The voluntary right of return does not apply to contracts for: the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery; and/or the delivery of goods that are not prefabricated and for the manufacture of which an individual selection or determination by the Customer is decisive or which are clearly tailored to the Customer's personal needs. The right of return also applies to products whose seal has been broken after delivery or which have already been used, provided that the products are in perfect condition, show no damage due to improper, incompetent, or wilful handling, and are immediately resalable without restrictions.

Until the expiry of the statutory right of withdrawal, only the statutory conditions listed therein apply. The voluntary right of return does not limit the statutory warranty rights. The voluntary right of return does not apply to the purchase of gift vouchers.

4. Refund 

Dreame will automatically arrange any refunds to the account used by the Customer for payment. In the case of payment by invoice and prepayment, the refund will be transferred to the account from which the transfer was made. If the Customer has paid by PayPal or credit card, the refund will be made to the associated PayPal or credit card account. If the Customer has used a gift voucher for their purchase, Dreame will credit the corresponding amount to the respective gift voucher account. 

If products were purchased as part of a total purchase, bundle, or special promotion at a combined or discounted price, the discount granted is tied to the complete purchase of all items included. If individual products from such a purchase are returned, Dreame reserves the right to revoke the discount originally granted, either proportionally or in full. In this case, the refund amount will be adjusted accordingly and reduced by the amount of the discount.

5. Statutory liability for defects 

Statutory liability for defects applies. In accordance with the applicable national laws, consumers can demand that the seller repair, replace, reduce the price (reduction), or refund the purchase price free of charge for goods that are defective or do not comply with the purchase contract. These rights are valid for two years (Spain and Portugal: 3 years) from the transfer of the goods. The primary responsibility for statutory claims for defects lies with the direct seller. 

If repair or replacement would involve unreasonably high costs for the seller, if the seller does not perform the repair or replacement within a reasonable period of time or refuses to do so, or if the repair or replacement has failed, the Customer may choose to demand a reduction in the purchase price or withdraw from the contract by returning the product for a full refund of the purchase price. The right to withdraw or reduce the purchase price does not apply if the deviation is only minor. 

Information on the respective national consumer protection laws can be found on the website of the European Consumer Centre at https://www.evz.de/index.html.  

Dreame products may also be covered by limited warranties applicable in individual cases. Such warranties only exist if this is explicitly stated for the respective product in the online shop or within the scope of these Conditions. Any warranties are in addition to the statutory warranty. They are independent and apply additionally. Details can be found in the following warranty conditions, unless a different agreement has been made with the Customer. 

If the product is defective or does not comply with the purchase contract, the Customer may, at their discretion, assert a claim in accordance with the applicable statutory provisions or any warranty. 

6. Warranty conditions 

Dreame provides an additional and voluntary manufacturer's warranty on all new products, which covers certain material and manufacturing defects. The exact conditions of this warranty can be found in the warranty conditions, available at [...], and/or in the respective product information. This warranty applies exclusively to original Dreame products. If the product has been used or sold together with accessories or devices from other manufacturers, these may be subject to the warranty conditions of the respective supplier. In such cases, please contact the relevant manufacturer directly for information.

7. Liability of Dreame

The scope of services is conclusively regulated in these Conditions. Dreame is liable for a breach of duty of care as follows: 

Dreame shall be liable without limitation for intent and gross negligence. In cases of simple negligence, Dreame shall only be liable – except in cases of injury to life, body or health – if essential contractual obligations (cardinal obligations) have been breached. Liability is limited to foreseeable damage typical for this type of contract. Liability for indirect and unforeseeable damage, loss of production and use, loss of profit, loss of savings, and financial loss due to third-party claims is excluded in the case of simple negligence, except in cases of injury to life, body or health. Any further liability is excluded, regardless of the legal nature of the claim asserted. However, the above limitations or exclusions of liability do not apply to legally mandatory strict liability (e.g. under the Product Liability Act) or liability arising from a strict guarantee. Insofar as liability is excluded or limited in this respect, this also applies to the personal liability of Dreame's employees, workers, representatives, organs, and vicarious agents.

As a Customer, you are obliged to take appropriate measures to prevent and mitigate damage. 

Finally, we would like to point out that dealers, representatives, or other third parties are not permitted to change or extend these Conditions or to agree on additional guarantees. 
The laws of certain countries do not allow time restrictions on such warranties. Therefore, it is possible that this restriction may not apply to certain Customers. 

8. Other provisions 

The law of Germany shall apply, excluding the UN Convention on Contracts for the International Sale of Goods. However, this choice of law shall only apply insofar as it does not deprive a consumer of the protection granted to them by mandatory consumer protection regulations of the country in which they have their habitual residence.

For disputes arising from or in connection with this contract, the court at the consumer's place of residence shall have jurisdiction, to the extent permitted by law.

If any of the provisions of these Conditions conflict with national laws, the national law shall prevail. These Conditions shall only apply if the individual provisions are in accordance with the relevant laws and regulations. Any deviating provisions of this contract shall not apply in particular if they are incompatible with mandatory consumer protection regulations of the country in which the consumer has his habitual residence. These regulations shall remain applicable in any case. 

Any applicable warranty terms remain unaffected and are governed by the respective warranty conditions.

Should individual provisions of these Conditions be or become invalid or unenforceable in whole or in part, this shall not affect the validity of the remaining provisions. The invalid or unenforceable provision shall be replaced by a valid provision that comes closest to the economic purpose of the invalid provision. The same applies in the event of a loophole. 
If you have any questions about these provisions, please contact our customer service team: aftersales@dreame.tech.