Exchanges & Returns

Dreame Aurora Return, Exchange and Refund Policy – United States

Last Updated: July 22, 2026

1. Overview

This Dreame Aurora Return, Exchange and Refund Policy (“Policy”) applies to eligible Dreame Aurora products purchased by consumers through the following channels:

  • The official Dreame Aurora website;

  • Online stores operated directly by Dreame Aurora; or

  • Retailers and online marketplaces expressly authorized by Dreame Aurora.

This Policy applies only to products initially sold and delivered within the United States.

Covered product categories include:

  • AI Toys;

  • Earphones; and

  • Smart Rings.

To request a return, exchange, replacement, or refund, you must first contact Dreame Aurora Customer Support for authorization and, where applicable, troubleshooting or issue diagnosis.

Customer Support Email: support@dreameaurora.ai

Please do not ship a product to Dreame Aurora before receiving return authorization and return instructions. Unauthorized returns may be refused or experience processing delays.

Products purchased through third-party marketplaces or retailers may be subject to the return and refund policies of the original place of purchase. For products purchased from Walmart, TikTok Shop, eBay, Amazon, or another third-party platform, you may be required to submit your request directly through that platform.

Products purchased from unauthorized sellers, private individuals, secondhand marketplaces, liquidation sellers, or offline retailers not authorized by Dreame Aurora are not covered by this Policy. Please contact the original seller regarding available return options.

2. Thirty-Day Return Policy

2.1 Return Period

You may request a return within thirty (30) calendar days after the date the product was delivered to you.

The delivery date will generally be determined using the delivery confirmation provided by the applicable shipping carrier. If delivery confirmation is unavailable, Dreame Aurora may use other reasonable order or shipping records to determine the delivery date.

A valid proof of purchase, such as an order confirmation, receipt, or invoice, is required.

Return requests submitted more than thirty (30) calendar days after delivery are generally not eligible under this Policy. Product defects reported after the 30-day return period may be handled under the applicable Dreame Aurora Limited Warranty.

Dreame Aurora AI Toys, Earphones, and Smart Rings are covered by a one-year limited warranty, subject to the terms and exclusions of the Dreame Aurora Limited Warranty Policy.

2.2 Change-of-Mind Returns

A product may be returned within the 30-day return period when you:

  • No longer want the product;

  • Ordered the wrong product, model, color, or size;

  • Are dissatisfied with the product for reasons unrelated to a defect;

  • Determine that the product does not meet your personal preferences;

  • Purchased the product by mistake; or

  • Have another non-quality-related reason for returning it.

To qualify for a change-of-mind return, the product must:

  • Be returned in its original or substantially original condition;

  • Include the original packaging where reasonably available;

  • Include all originally supplied accessories, charging components, manuals, inserts, and promotional gifts;

  • Be free from excessive wear, contamination, misuse, modification, or accidental damage;

  • Have all personal accounts disconnected where applicable;

  • Have device locks, passwords, and activation restrictions removed;

  • Be factory-reset or cleared of personal information where the product supports that function; and

  • Be packaged securely to prevent damage during return shipping.

Opening the packaging or reasonably testing the product does not automatically make the product ineligible for return. However, Dreame Aurora may reject the return or make a reasonable deduction from the refund, where permitted by applicable law, if the product has been materially damaged, excessively used, contaminated, modified, or returned with missing components.

No restocking fee will be charged for an eligible return that satisfies the conditions of this Policy.

2.3 Return Shipping for Change-of-Mind Returns

For returns unrelated to product quality, manufacturing defects, shipping damage, or fulfillment errors:

  • The customer is responsible for return shipping costs;

  • Original shipping and expedited delivery charges are non-refundable, except where required by law;

  • The customer is responsible for ensuring that the product reaches the designated return location safely; and

  • Dreame Aurora is not responsible for return packages lost or damaged because of inadequate packaging or an uninsured shipping method.

We recommend using a trackable shipping service and retaining the shipping receipt and tracking information until the refund is completed.

Where available, Dreame Aurora may provide a prepaid return shipping label and deduct the cost of that label from the final refund amount. Any deduction will be disclosed before the return is approved.

3. Defective, Damaged, or Incorrect Products

3.1 Eligible Issues

Please contact Dreame Aurora promptly if your order arrives:

  • With a manufacturing defect;

  • Damaged during shipping;

  • Missing a product or essential component;

  • Containing the wrong product, model, color, or size;

  • Unable to power on, charge, pair, or operate because of an apparent product defect; or

  • Materially different from the product ordered.

When reporting an issue, you may be asked to provide:

  • Your order number;

  • Proof of purchase;

  • The product name and model;

  • The serial number, if applicable;

  • Photos of the product and packaging;

  • A video demonstrating the issue; and

  • A description of any troubleshooting steps already completed.

Dreame Aurora may require reasonable troubleshooting before determining whether the product is defective.

3.2 Available Remedies

If Dreame Aurora confirms that the product has a manufacturing defect, was damaged during shipping, or was incorrectly fulfilled, Dreame Aurora may provide one of the following remedies:

  • A full refund;

  • A replacement with the same product;

  • A replacement with a functionally equivalent product;

  • Replacement of the affected component or accessory; or

  • Another appropriate remedy agreed upon with the customer.

The remedy will be determined based on the nature of the issue, product availability, service feasibility, and applicable law.

Unless otherwise required by law, a customer may not receive both a replacement product and a full refund for the same item.

3.3 Shipping Costs for Approved Quality Claims

For an approved claim involving a manufacturing defect, shipping damage, missing item, or fulfillment error, Dreame Aurora will cover reasonable authorized return or replacement shipping costs.

Dreame Aurora may provide:

  • A prepaid shipping label;

  • Instructions to return the product through a designated carrier;

  • A replacement without requiring the defective product to be returned; or

  • Another return method based on the circumstances of the claim.

Only shipping costs authorized in advance by Dreame Aurora will be reimbursed.

Shipping charges incurred through an unauthorized carrier, expedited service, Cash on Delivery shipment, or unapproved return method may not be reimbursed.

4. Exchanges

Eligible products may be exchanged within thirty (30) calendar days after delivery, subject to product availability.

Exchanges are generally limited to:

  • The same product and model;

  • A different available size or color; or

  • A functionally equivalent replacement approved by Dreame Aurora.

For a non-defective product, the customer is responsible for applicable return shipping costs and any difference in product price.

For a confirmed defective, damaged, or incorrectly shipped product, Dreame Aurora will cover authorized exchange shipping costs.

If the requested exchange product is unavailable, Dreame Aurora may:

  • Offer an alternative product;

  • Issue a refund to the original payment method; or

  • Provide another appropriate resolution.

Dreame Aurora may process an exchange as a return and a new order, depending on inventory and payment-system limitations.

5. Return Requirements

To be eligible for a return or exchange, the following requirements must be satisfied.

5.1 Proof of Purchase

You must provide valid proof of purchase, such as:

  • An order confirmation;

  • A receipt;

  • An invoice;

  • A marketplace order record; or

  • Another record accepted by Dreame Aurora.

Dreame Aurora may verify the order through its internal transaction records.

5.2 Complete Product and Accessories

The returned package should include all items originally supplied with the product, including, where applicable:

  • The main product;

  • Charging case, charging dock, or charging cable;

  • Ear tips;

  • Adapters;

  • Protective covers;

  • Sizing accessories;

  • User manuals;

  • Original inserts;

  • Promotional gifts; and

  • Other bundled accessories.

If an item is missing, damaged, or not returned, Dreame Aurora may deduct the reasonable value of that item from the refund, where permitted by applicable law.

5.3 Product Condition

The returned product must not contain damage caused by:

  • Accidental drops, impacts, crushing, bending, or excessive pressure;

  • Unauthorized repair, disassembly, or modification;

  • Improper installation, charging, maintenance, or storage;

  • Use outside the product’s intended purpose;

  • Use contrary to the user manual or safety instructions;

  • Exposure to liquids beyond the product’s stated water-resistance limits;

  • Exposure to corrosive substances, excessive heat, or other unsuitable conditions; or

  • Use of incompatible or unauthorized accessories, chargers, software, or components.

Damage caused by misuse may make the product ineligible for a return, exchange, or full refund.

5.4 Return Authorization

Before returning a product, you must obtain return authorization from Dreame Aurora Customer Support.

The return authorization or instructions may specify:

  • The approved product;

  • The items that must be included;

  • The return address;

  • The approved carrier or shipping method;

  • The deadline for sending the product; and

  • Any troubleshooting, account removal, or packaging requirements.

Return authorization applies only to the product and order identified in the approval.

5.5 Return Deadline

After a return or exchange request is approved, the product must be shipped within ten (10) calendar days, unless Dreame Aurora provides a different deadline in writing.

A return request may expire if the product is not shipped within the applicable period. If the authorization expires, you may be required to contact Customer Support again. A new authorization is not guaranteed if the original 30-day return period has ended.

5.6 Unauthorized and Cash on Delivery Returns

Dreame Aurora does not accept:

  • Returns sent without prior authorization;

  • Products sent to an address not provided by Customer Support;

  • Cash on Delivery shipments;

  • Packages containing products unrelated to the approved request; or

  • Returns that create a safety, sanitation, or transportation risk.

Any costs associated with an unauthorized return may be the customer’s responsibility.

6. Product-Specific Return Conditions

6.1 AI Toys

Before returning an AI Toy, you should, where applicable:

  • Disconnect the product from your Dreame Aurora account;

  • Remove saved Wi-Fi or Bluetooth connections;

  • Delete locally stored recordings, conversations, profiles, or preferences;

  • Disable parental controls or device locks;

  • Remove separately purchased memory cards or accessories; and

  • Perform a factory reset in accordance with the product instructions.

The product should be reasonably clean and free from food, liquids, dirt, pet damage, bite marks, or other contamination.

Dreame Aurora is not responsible for personal information, recordings, preferences, account information, or other data remaining on a returned device.

6.2 Earphones

Earphones, charging cases, and included accessories must be returned in a reasonably clean and sanitary condition.

Where reusable ear tips or similar wearable components were included, they should be cleaned before return. Dreame Aurora may refuse a return or deduct the reasonable cost of replacing components that are:

  • Heavily contaminated;

  • Damaged through improper use;

  • Missing;

  • Modified; or

  • In a condition that cannot be safely inspected or handled.

Reasonable product testing is permitted during the 30-day return period. Excessive wear, liquid damage, earwax contamination, impact damage, or damage caused by improper cleaning is not considered reasonable testing.

6.3 Smart Rings

Before returning a Smart Ring, you should, where applicable:

  • Unpair the ring from your mobile device;

  • Disconnect it from your Dreame Aurora account;

  • Remove it from third-party health or fitness applications;

  • Delete or export personal data you wish to retain; and

  • Perform a factory reset in accordance with the product instructions.

Normal, minor signs of reasonable sizing and product testing will not automatically make a Smart Ring ineligible for return.

However, substantial scratches, dents, deformation, chemical damage, unauthorized resizing, engraving, alteration, or damage caused by improper use may make the product ineligible for a full refund.

A Smart Ring that has been permanently customized, engraved, or physically altered at the customer’s request may not be eligible for a change-of-mind return unless it is defective or applicable law requires otherwise.

7. Privacy and Personal Data

Dreame Aurora products may store personal settings, account information, audio data, health and wellness information, device connections, or other user-generated data.

Before returning a product, you are responsible for:

  • Backing up any information you wish to retain;

  • Disconnecting personal accounts;

  • Removing device locks and passwords;

  • Unpairing connected devices;

  • Removing third-party integrations; and

  • Deleting personal information where possible.

Dreame Aurora may erase, reset, replace, recycle, or otherwise process returned devices without preserving any information stored on them.

To the maximum extent permitted by law, Dreame Aurora is not responsible for the loss of personal information, recordings, health data, preferences, subscriptions, or other content stored on a returned product.

If a product cannot be inspected because it remains locked to an account or protected by a password, refund processing may be delayed until the restriction is removed.

8. Bundles, Promotional Gifts, and Discounts

8.1 Product Bundles

If products were purchased as part of a discounted bundle, you may be required to return the complete bundle to receive a full refund.

If Dreame Aurora accepts the return of only part of a bundle, the refund may be recalculated based on:

  • The regular price of the products retained;

  • The value of the bundle discount;

  • The value of any promotional item retained; and

  • Any other discount that depended on purchasing the complete bundle.

The recalculated refund will not exceed the amount originally paid.

8.2 Complimentary Gifts

Complimentary gifts supplied with the order must be returned when required as part of the approved return.

If a promotional gift is not returned, is damaged, or has been used beyond reasonable inspection, Dreame Aurora may deduct its stated or reasonable retail value from the refund, where permitted by law.

8.3 Discount Codes and Promotions

Discount codes, promotional credits, and one-time coupons used for a returned order will generally not be reissued unless:

  • The return resulted from a Dreame Aurora error;

  • The product was confirmed defective;

  • The promotion specifically states otherwise; or

  • Applicable law requires otherwise.

Refunds will not exceed the amount actually paid for the returned product.

9. Items Not Eligible for Change-of-Mind Returns

The following items are not eligible for a change-of-mind return unless they are defective, damaged upon delivery, incorrectly supplied, or applicable law requires otherwise:

  • Products returned more than 30 calendar days after delivery;

  • Products purchased from unauthorized sellers;

  • Lost, stolen, or misplaced products;

  • Products with removed, altered, damaged, or unverifiable serial numbers;

  • Products damaged by misuse, accidents, improper charging, or unauthorized repair;

  • Products that present a health or sanitation risk because of excessive contamination;

  • Personalized, engraved, or permanently modified products;

  • Gift cards;

  • Downloaded digital content;

  • Consumed digital credits;

  • Services that have already been fully performed;

  • Items clearly identified as final sale before purchase; and

  • Products that cannot be returned safely or legally.

This section does not limit any non-waivable rights available under applicable law.

10. Subscription and Digital Service Charges

Returning a physical Dreame Aurora product does not necessarily cancel an associated:

  • AI service subscription;

  • Cloud storage plan;

  • Premium membership;

  • Application subscription;

  • Data plan;

  • Third-party subscription; or

  • Automatically renewing digital service.

You are responsible for canceling recurring subscriptions through the platform or account used to purchase them.

Subscription fees, digital credits, downloadable content, and completed digital services may be governed by separate subscription or service terms.

Where a subscription was purchased through Apple, Google, Amazon, or another third-party platform, refund and cancellation requests may need to be submitted directly through that platform.

A refund for the physical product does not automatically include a refund for third-party subscription charges.

11. Refund Processing

11.1 Inspection

After the returned product reaches the designated return location, Dreame Aurora will inspect it to confirm:

  • The correct product was returned;

  • The return was submitted within the applicable period;

  • The product meets the return conditions;

  • Required accessories and components are included;

  • The product is not account-locked;

  • The reported defect or issue can be verified, where applicable; and

  • The return does not present a safety or sanitation risk.

Dreame Aurora may contact you if additional information is required.

11.2 Refund Method

Approved refunds will generally be issued to the original payment method used for the purchase.

Dreame Aurora does not normally issue cash refunds, refunds to a different card, or refunds to an unrelated account.

If the original payment method is no longer available, Dreame Aurora will determine an appropriate alternative refund method based on the payment provider’s rules and applicable law.

For gifts, the refund will generally be issued to the original purchaser or original payment method unless otherwise agreed or required by law.

11.3 Refund Amount

An approved refund may include:

  • The amount paid for the eligible returned product;

  • Applicable sales tax associated with the refunded product; and

  • Original standard shipping costs when the return results from a confirmed defect, shipping damage, or Dreame Aurora fulfillment error.

The refund may exclude or deduct, where permitted:

  • Original expedited shipping charges;

  • Return shipping costs for a change-of-mind return;

  • The value of missing or damaged components;

  • The value of promotional gifts not returned;

  • Adjustments resulting from a partially returned bundle;

  • Damage caused after delivery; and

  • Other amounts disclosed and permitted under this Policy.

The refund will not exceed the amount originally paid for the returned product and applicable refundable charges.

11.4 Processing Time

After the returned product is received and successfully inspected, Dreame Aurora will initiate the approved refund within fourteen (14) business days.

You will receive an email notification after the refund has been initiated.

Your bank, card issuer, payment provider, or marketplace may require additional time to post the refund to your account. This additional processing time is controlled by the applicable financial institution or payment platform.

If you have not received an approved refund after being notified that it was processed, please first check with your bank or payment provider. You may then contact:

support@dreameaurora.ai

Please include your order number and return authorization information.

12. Order Cancellations

You may request cancellation before an order has entered fulfillment or shipment processing.

Cancellation requests are not guaranteed after:

  • The shipping label has been created;

  • The order has entered warehouse processing;

  • The product has been transferred to a shipping carrier; or

  • The order has otherwise become impractical to stop.

If an order cannot be canceled before shipment, you may request a return after delivery in accordance with this Policy.

If Dreame Aurora cannot ship an order within the promised or applicable shipping period, Dreame Aurora may contact you regarding the delay and offer the option to consent to the revised delivery date or cancel the affected order for a refund.

13. Lost, Delayed, or Undelivered Orders

If tracking information shows that an order is delayed, lost, or delivered but you have not received it, contact Dreame Aurora Customer Support promptly.

Dreame Aurora may require:

  • Confirmation of the shipping address;

  • Confirmation from household members or building management;

  • Information regarding a safe delivery location;

  • A carrier investigation;

  • A police report or written declaration in appropriate cases; or

  • Other reasonable information needed to investigate the delivery.

A replacement or refund will be issued only after Dreame Aurora determines the appropriate resolution based on the shipping records, carrier investigation, order circumstances, and applicable law.

Dreame Aurora is not responsible for delivery problems caused by an incorrect or incomplete address provided by the customer, but we will make reasonable efforts to assist where possible.

14. Refused and Unclaimed Deliveries

If an order is refused, unclaimed, or returned to the sender because of an incorrect address, failed delivery attempts, or the customer’s failure to collect the package, Dreame Aurora may deduct reasonable return shipping or carrier charges from the refund, except where:

  • Dreame Aurora shipped the wrong product;

  • The product was visibly damaged before acceptance;

  • The address error was caused by Dreame Aurora; or

  • Applicable law requires otherwise.

Refund processing will begin after the returned package is received and inspected.

15. Gifts

A product received as a gift may be returned only if the order is otherwise eligible under this Policy.

Proof of purchase or the original order number may be required.

Unless otherwise agreed, refunds for gift purchases will be issued to the original payment method used by the purchaser.

Dreame Aurora may offer store credit or an exchange to the gift recipient where operationally available, but such an option is not guaranteed.

16. Return Fraud and Abuse

Dreame Aurora reserves the right to reject, limit, or investigate a return where there is reasonable evidence of:

  • Return fraud;

  • Repeated or excessive returns;

  • Returning a different product;

  • Serial-number mismatch;

  • Missing internal components;

  • Intentional product damage;

  • Counterfeit or substituted products;

  • Abuse of promotional offers;

  • False claims regarding delivery or defects; or

  • Other misuse of this Policy.

This provision will be applied reasonably and will not limit rights that cannot be excluded under applicable law.

17. Relationship to the Limited Warranty

This Policy primarily governs returns, exchanges, and refunds requested within thirty (30) calendar days after delivery.

After the 30-day return period, eligible manufacturing defects may be covered by the Dreame Aurora Limited Warranty.

The standard limited warranty period is one (1) year for:

  • AI Toys;

  • Earphones; and

  • Smart Rings.

A warranty claim may result in troubleshooting, repair, component replacement, or product replacement rather than a refund, subject to the Dreame Aurora Limited Warranty Policy.

18. Consumer Rights

This Policy provides contractual return and refund benefits offered by Dreame Aurora.

It does not exclude, restrict, or modify any rights or remedies that cannot legally be excluded under applicable federal or state consumer protection laws.

If a provision of this Policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

19. Policy Updates

Dreame Aurora may update this Policy periodically to reflect changes in products, services, business practices, or applicable requirements.

The latest version will be published on the Dreame Aurora website with the applicable “Last Updated” date.

Unless otherwise required by law, the policy applicable to a return will generally be the version in effect on the date the relevant order was placed.

If any provision of this Policy is found to be invalid or unenforceable, the remaining provisions will continue in effect.

20. Contact Us

To request a return, exchange, replacement, or refund, or to ask a question about this Policy, contact:

Dreame Aurora Customer Support
Email: support@dreameaurora.ai

Please include the following information:

  • Your full name;

  • Your order number;

  • The product name or model;

  • The date and place of purchase;

  • The reason for the request; and

  • Relevant photos or videos, where applicable.