Delivery & Returns Policy
How ordering works
We are an independent product comparison site — we do not sell anything directly. When you click the "See offer" button on a product page, you are redirected to our retail partner's website (hereafter "the retailer") where you can complete your purchase. The entire transaction — payment, invoicing, and dispatch — is handled by the retailer.
Our role is to help you compare Dreame products, read verified specifications, and find the best option for your needs. Once you leave our site, the retailer's own terms and conditions apply.
Delivery information
All Dreame products are dispatched by our retail partner from European fulfilment centres. Shipping methods, carrier selection, and packaging are determined by the retailer and displayed at checkout on their website.
Estimated delivery times
Delivery timescales vary depending on your location. The estimates below apply to standard delivery once the order has been dispatched:
| Destination | Estimated delivery |
|---|---|
| United Kingdom | 2 – 5 business days |
| France | 1 – 3 business days |
| Germany | 1 – 3 business days |
| Netherlands & Belgium | 1 – 3 business days |
| Spain (mainland) | 2 – 5 business days |
| Italy | 2 – 5 business days |
These timescales are indicative. Actual delivery may be faster or slower depending on stock availability, the shipping option chosen at checkout, and seasonal demand. Free delivery is frequently available on Dreame products.
Tracking your order
After placing your order on the retailer's website, you will receive a confirmation email containing a tracking number. You can use this number to monitor your parcel's progress in real time through the retailer's order management page or the carrier's tracking portal.
When your parcel arrives
We recommend the following steps upon delivery:
- Check the outer packaging for visible damage before signing for the delivery
- If the box appears damaged, note this in writing with the courier before accepting
- Open the parcel and verify that all accessories listed on the product page are included
- Power on the appliance and run a brief test to confirm it works correctly
- Report any issues to the retailer's customer service within 48 hours of receipt
Returns and refunds
Your right to return
Under EU and UK consumer regulations, you have the right to return a product within 14 calendar days of receipt, without needing to give a reason. Many retailers extend this window to 30 days — check the specific terms displayed at checkout.
This right applies to all Dreame products purchased through our partner links, including robot vacuums, floor washers, stick vacuums, hair care appliances, and garden equipment.
How to initiate a return
Since all orders are placed directly with the retailer, the return process is managed through their platform. Here is the typical procedure:
- Log in to your account on the retailer's website and navigate to your order history
- Select the item you wish to return and choose a reason from the dropdown menu
- Follow the on-screen instructions — you will usually receive a prepaid return label or a drop-off code
- Pack the product securely in its original box with all accessories, manuals, and cables
- Ship the parcel using the method indicated and keep proof of postage until the refund is confirmed
Acceptance conditions
To ensure your return is accepted without issue, please make sure the product meets the following criteria:
| Criterion | Requirement |
|---|---|
| Product condition | Unused, or briefly tested only |
| Packaging | Original box present and in reasonable condition |
| Accessories | All included items returned (brushes, filters, dock station, cables, mop pads, etc.) |
| Cleanliness | No signs of prolonged use (dust, water residue, hair, grass clippings) |
Return shipping costs
| Scenario | Who pays |
|---|---|
| Product faulty on arrival | Retailer covers return shipping |
| Wrong item delivered | Retailer covers return shipping |
| Warranty claim (confirmed defect) | Retailer covers return shipping |
| Change of mind | Buyer pays return shipping (unless the retailer offers free returns) |
Refund timeline
Once the retailer receives and inspects the returned item, a refund is typically issued within 5 to 14 business days. You will receive an email notification when the refund has been processed. The exact timeframe may vary depending on your payment method and bank.
Warranty
Legal warranty
All Dreame products sold within the EU and UK benefit from a minimum 2-year legal warranty covering manufacturing defects and faults that are not attributable to the user. This warranty runs from the date of delivery.
What is covered
- Suction motor failure or abnormal loss of power
- Navigation and sensor malfunctions (LiDAR, camera, cliff sensors)
- Dock station defects (auto-empty, mop washing, hot-air drying systems)
- Battery degradation beyond normal wear (e.g. significant capacity loss within the warranty period)
- Electronic control board or connectivity issues (Wi-Fi module, app pairing)
- Missing components at the time of delivery
What is not covered
- Normal wear and tear on consumable parts (side brushes, HEPA filters, mop pads, rubber extractors)
- Damage caused by misuse or failure to follow the user manual
- Unauthorised modifications or repairs carried out by a non-approved third party
- Cosmetic damage (scratches, scuffs) that does not affect functionality
- Shipping damage not reported to the retailer within 48 hours of delivery
To make a warranty claim, contact the retailer's customer service through their website. They will guide you through the process, which typically involves providing proof of purchase, a description of the fault, and in some cases photographs or a short video.
Frequently asked questions
My product arrived damaged — what should I do?
Contact the retailer's customer service within 48 hours of delivery. Provide photographs of the damaged packaging and the product itself. In most cases, you will be offered a replacement or a full refund at no extra cost.
Can I return a robot vacuum after trying it at home?
Yes, provided you return it within the applicable return window (14 to 30 days depending on the retailer), in its original packaging, with all accessories, and in a clean condition. A brief test run is perfectly acceptable. However, if the product shows signs of extended use, the retailer may apply a deduction to your refund.
How long will my refund take?
Refunds are generally processed within 5 to 14 business days after the retailer receives and inspects the returned item. The funds may take an additional 1 to 3 days to appear in your account, depending on your bank or payment provider.
Is delivery free?
Free delivery is commonly available on Dreame products, though this depends on the retailer's current promotions and your order total. Delivery costs, if any, are clearly displayed at checkout before you confirm your purchase.
Are spare parts and accessories covered by the warranty?
Consumable parts such as brushes, filters, and mop pads are classed as wear items and are not covered. Core components — including the motor, battery, main board, dock station, and sensors — are fully covered under the 2-year warranty.
Need help?
If you have a question about a product you found on our site, or need guidance before or after purchasing through one of our partner links, feel free to get in touch. We will do our best to point you in the right direction.
- contact@dreame.lu
- Response time
- Within 48 business hours
Last updated: February 2026. Delivery, return, and warranty terms are those of the retail partner and are subject to change. Please refer to the retailer's checkout page for the most current information.