Refund policy
Last updated: October 16, 2026
RETURN OF MERCHANDISE AND WARRANTY SERVICE
Please note that this procedure applies only to DREAME-branded products purchased from our online store. Here you will find the procedure for returning of the merchandise within a 14-day withdrawal period and applying for a warranty service of defective or non-conforming product.
Right of withdrawal
If you have purchased a product in our online store as a consumer (private person) you have the right to cancel your purchase within 14 days of receiving the product without giving any reason.
The right of withdrawal expires 14 days from the day you took possession of the product. To avoid any misunderstandings, when receiving the products, make sure that they match the order exactly - manufacturer, model, colour, size and other essential parameters.
When exercising the right of withdrawal, the purchased product must be returned in its entirety. If the consumer (private person) has received a gift with the product, it must be returned together with the product. Hereby we reserve the right to withhold the refund of the purchase price until we have received the product back in its entirety or until the consumer (private person) has provided proof that the product has been sent back, whichever occurs first.
You may test the product in order to establish its characteristics and functionality. If the product has been used more than necessary for such a test, you are responsible for any wear and tear on the product that goes beyond what is permitted under the principle of good faith, as well as for any reduction in the value and quality of the product.
You can find the Withdrawal Form here. After receiving the application, we will send you a confirmation and, if necessary, additional information about the return of the product.
The right of withdrawal may not be exercised exercised if:
Within 14 days from the receipt of the product, you have not submitted a request/application in any unambiguous way informing of the use of the right of withdrawal;
You have opened the packaging of a product that cannot be returned for hygiene reasons.
Prepare the product for return
Attach the accessories and documentation that came with the product, and use the original packaging.
Pack the product securely so that it is not damaged during transport.
Exceptions and non-returnable items
Include the accessories and documentation supplied with the product; use the original packaging;
Pack the product securely to prevent damage during transport.
Send or hand over the product
Once you have applied for withdrawal, you must send or hand over the product to us no later than within 14 days.
| Seller | EVE TRADE |
| Return address | Airport Park 4, Vismaņi-k-4, Mārupe, Mārupe Parish, Mārupe Municipality, LV-2167, Latvia |
| Telephone | +371 20766922 |
| dreame@evetrade.lv |
In the event of a withdrawal, you will have to bear the direct costs of returning the product, unless we have agreed otherwise. We recommend using a traceable method of delivery and keeping proof of postage.
Refund
We will refund the price of the product and the original standard delivery costs within the time limit set by law. Refund will be made only after receipt and inspection of the returned products. If you select a delivery method that is more expensive than our standard delivery, the difference in additional delivery costs will not be refunded. The refund will be made using the original payment method unless otherwise agreed.
Warranty and service
If the product is malfunctioning or incomplete, please request a Warranty Service / RMA. The product must be clean when it is handed in for warranty service. If the product is not clean, the service centre may offer to clean it for an additional fee or return the product to the customer without repair.
Applying for warranty service at the Authorized Service Centre
Prepare your proof of purchase. You must have proof of purchase with you, which can identify the purchased product and the purchase, such as an invoice, delivery note or order document.
Go to the Authorized Service Centre:
| Service Centre name | TSC AUTORIZĒTS SERVISA CENTRS |
| Address | Rēzeknes iela 5a Rīga, LV-1073, Latvija |
| Telephone | +371 67 808 808 |
| https://www.tsc.lv/lv/repair-device-step-lv | |
| Opening hours | Pirmdiena–Piektdiena no 09:00 līdz 18:00 |
- Fill in the RMA/Service Request on site.
- The Service Centre will help you with applying for the necessary service or RMA application form.
- Please provide as much information as possible about the problem you have found and, if possible, indicate under what circumstances the defect appears.
- The Service Centre will perform the necessary diagnostics after accepting the product and inform you about the next steps in the service process.
Applying for warranty service through the seller
If you want to apply for warranty service through us, fill in the Warranty Service / RMA application form here and if the defect is visible, it is recommended attaching photos. If the problem appears only when the product is in use, it is recommended adding a video as well.
Wait for RMA instruction
After receiving your application, we will check the information and send you further instructions.
Please do not send the product before receiving our RMA instruction if you have chosen to apply for RMA with us.
After receiving your application, we will send you an RMA confirmation and tell you whether to send the product to us or hand it over to the designated authorized service center. We'll assign an RMA or service request ticket number if necessary.
Prepare the product for shipment / handing over
Pack the product safely and appropriately for transport.
Include only the accessories necessary to test the issue or as instructed in the RMA.
Shipping and transportation costs
We will indicate the address for handing over or shipment of the product in the RMA confirmation.
| RMA / pick-up point address | Airport Park 4, Vismaņi-k-4, Mārupe, Mārupe Parish, Mārupe Municipality, LV-2167, Latvia |
| Telephone | +371 20766922 |
| dreame@evetrade.lv | |
|
Opening hours |
Monday–Friday, 9:00 AM–5:00 PM |
If the application concerns statutory rights in the case of a non-conforming product and troubleshooting confirms non-conformity of the product, we will cover the necessary and reasonable transportation costs of the product. If you have paid the transportation costs, we will reimburse them after the non-conformity has been confirmed; please keep the receipt.
The personal data you provide will be processed to handle your request for the right of withdrawal, provide warranty service/RMA process, and fulfil obligations under the law. For more information on the processing of personal data, data retention periods and your rights, please see the Privacy Policy.