Refund policy

Dreame.Africa Refund & Returns Policy

At Dreame, we want you to love your purchase! If something isn’t quite right, we’re here to help. Our policy aligns with the Consumer Protection Act (CPA) of South Africa to ensure a fair and transparent process for all returns, refunds, and exchanges.

1. Changed your mind?

  • You have 14 days from the date of receiving your order to return an item if you’ve changed your mind.
  • To qualify for a return, the item must be in new, unused condition, with all original packaging and labels intact.
  • Please include your receipt or proof of purchase with your return, as this helps us process your request quickly.

2. Refunds

  • Once we receive and inspect your returned item, we’ll let you know if your refund is approved.
  • Approved refunds will be issued to your original payment method within 7–10 business days.
  • We aim to make the process smooth and stress-free, so please feel free to reach out if you have any questions along the way.

3. Faulty or Damaged Goods

  • If you receive an item that’s defective or damaged, please contact us within 12 months of purchase or as soon as you become aware of the issue. We make it right. 
  • Depending on the issue, we can offer a replacement, repair, or a full refund. 
  • Should you encounter an issue with your device further down the line, we will review the specific item’s warranty period and replace, repair, or fully refund your purchase accordingly.
  • Should your product fall outside of its warranty period, we will still endeavour to repair your unit and advise on a reasonable cost of doing so (if any).

4. Non-Returnable Items

  • Some items cannot be returned, including: Gift cards and downloadable software products.
  • If the unit is sent back and clear signs of user error has been found, the unit will not be eligible for a refund, replacement or return.

6. Return Shipping Costs

  1. If the return is due to an error on our part or a manufacturing defect, don’t worry - we’ll cover these costs for you.
  2. For general returns or damages not related to defects or courier damage, customers are responsible for the cost of return shipping.

7. Returns Process

Please see the return request process below:

Visit the Contact Us page on our Dreame.africa website.

  1. Complete the Dreame Support & Enquiry Form.
  2. Enter the required customer information:
  • Email Address
  • Full Name
  • Phone Number

       4. Under Type of Enquiry, select "Issue with my Product / Return Request".
       5. Once selected, please provide the following product information:

  • Product Name
  • Place of Purchase
  • Purchase Date

       6. Submit the completed form.

Once the form has been submitted, our After-Sales Team will review your request and send you an email outlining the next steps, along with any additional information required to process the return.

8. Getting in touch

We’re here to help! For any questions or assistance with your return or exchange, please reach out to us at Dreame.support@supernovabrands.co.za or view our contact page.

Thank you for choosing Dreame. We’re dedicated to ensuring you live your Dream Life!