Dreame After-Sales Policy

(Applicable in the United Arab Emirates)

The website “ www.ae.dreametech.com”  is owned by Eros Electricals LLC(“Eros”), PO Box No.1184, Dubai, United Arab Emirates. 

1. Objective

Eros Electronics LLC (hereinafter referred to as “the Policy”) is formulated to standardize the terms and conditions for returns, refunds, replacements, maintenance, and other after-sales services. The objective is to enhance the quality and consistency of Dreame’s after-sales support.

 

2. Scope of Application

2.1 Coverage

This Policy applies to customers in the United Arab Emirates who purchase Dreame products from authorized sales channels supplied by Eros Only. It governs their rights to request returns, refunds, replacements, warranty repairs, and other after-sales services.

2.2 Definitions

“Eros” or “we” refers to Eros Electricals LLC(“Eros”), PO Box No.1184, Dubai, United Arab Emirates.  “You” refers to the end consumer purchasing Dreame products as specified in Section 2.3. It does not include distributors, resellers, or any entity purchasing products for resale.

2.3 Applicable Products

This Policy applies only to products purchased through Dreame’s authorized sales channels in the UAE.

 

3. Refunds and Replacements

Eros accepts refund and replacement requests for eligible products purchased by customers. Upon receipt of the returned item, Eros will inspect it and notify you via email—within a reasonable period—whether you are entitled to a refund or replacement. If eligible, your refund will be processed within 15–20 working days, depending on your bank’s procedures. Note: Refunds apply to the product value only. Shipping charges are non-refundable.

Refunds or replacements may be requested in the following cases:

• Damaged or defective on arrival: Products must be inspected and approved by Eros’s Service Centre. Eros reserves the right to repair or rectify the defect within 7 days. If the issue is not resolved within this period, you may request a full refund or a replacement of equal or similar value.
• Product not as described: Must be reported within 7 days of delivery to Eros Customer Service with clear evidence. Claims based solely on personal expectations are not accepted.
• Non-delivery of the product: If you did not receive a delivery confirmation, contact Eros Customer Service within 7 days of order placement. Claims submitted after this period will not be accepted.

 

General conditions: 

No returns or exchanges are accepted after 7 days of delivery. Complaints beyond this period will be addressed under the manufacturer’s standard warranty. Returned items must be unused, in their original packaging, and accompanied by the original receipt and warranty card. Refunds will be issued using the original payment method. For COD orders, refunds will be made via cheque. Change-of-mind returns are not accepted. Sale items are non-refundable.

 

This policy is formulated in accordance with the current national and local legislation of the United Arab Emirates.  

In the event of any conflict between the terms of this policy and the applicable laws, the relevant laws and regulations shall prevail. The provisions that comply with the law shall remain in full force and effect.

For any complaints or updates on your case, please contact:
800 EROS (800 3767
 customercare@erosgroup.ae