Return & Refund Policy

1. Order Cancellation

1.1 Customer-Initiated Cancellations:

Orders may be canceled before they ship, typically within 1–2 business days of being placed. To request a cancellation, please email us at contact@dreamphones.ai.

Once your cancellation request is approved, your refund will be issued to the original payment method.

If your order has already shipped, it can no longer be canceled. However, you may still be eligible to return it under this policy.

1.2 Cancellations by DreamPhones:

We reserve the right to cancel an order under the following circumstances:

1. The ordered product is out of stock or unavailable.
2. There is an error in the product listing, pricing, or order information.
3. The order is flagged as potentially fraudulent or involves unauthorized payment activity.
4. We are unable to fulfill or ship the order to the provided address.

If an order is canceled after payment has been received, the refund will be issued to the original payment method.

2. Returns & Refunds

2.1 30-Day Money-Back Guarantee:

If you purchase a DreamPhones product directly from our official website, you may request a return within 30 days of delivery for a full refund of the purchase price.

We encourage you to try DreamPhones before making your final decision. Normal, careful use during the 30-day return period will not affect your eligibility for a refund.

2.2 Return Eligibility:

To qualify for a return under our 30-day money-back guarantee, the following conditions apply:

1. Your return request must be submitted within 30 days of delivery.
2. The product must be in its original condition, allowing for normal, careful trial use.
3. The complete device and all accessories included in the original order must be returned.
4. Valid proof of purchase must be provided.
5. The product must not have been modified, damaged, or subjected to excessive wear beyond normal trial use.
6. We recommend using the original packaging whenever available.

2.3 Return Shipping Costs:

1. Returns for Personal Reasons: If you are returning a product because you changed your mind or are not satisfied with your purchase, you are responsible for the return shipping costs.
2. Damaged, Defective, or Incorrect Items: If your order arrives damaged, defective, or contains the wrong item, please contact us at contact@dreamphones.ai. We will review the issue and arrange an appropriate resolution at no additional cost to you.

2.4 Non-Returnable Items:

The following items are not eligible for return unless they are defective or applicable law requires otherwise:

1. Gift cards.
2. Opened consumable accessories, including replacement ear cushions and electrode caps, due to hygiene considerations.
3. Items marked as Final Sale.
4. Products that have been modified, damaged, or show excessive wear beyond normal, careful trial use.

2.5 Refund Processing:

Once we receive and inspect your returned product, we will review your refund request.

Approved refunds will be issued to your original payment method within 10 business days of approval. Please note that your bank or payment provider may require additional time for the refund to appear in your account.

3. Exchanges

If your order arrives damaged, defective, or contains an incorrect item, please contact us at contact@dreamphones.ai as soon as possible.

3.1 Damaged or Defective Products:
If your product arrives damaged or defective, we will review the issue and arrange an appropriate replacement or other resolution at no additional cost to you.

3.2 Incorrect Items:
If you receive an item different from what you ordered, please contact us. We will arrange an appropriate resolution at no additional cost to you.

3.3 Products with Quality Issues:
If your product develops a defect covered by our one-year limited warranty, please refer to our Warranty Policy for information about warranty coverage and how to submit a claim.

3.4 Replacement Availability:
All replacement requests are subject to product availability and confirmation by our customer support team.

3.5 Purchases from Third-Party Sellers:
If you purchased a DreamPhones product through a third-party seller or retailer, please contact the original seller directly for exchange assistance, unless applicable law requires otherwise.

4. Return Process

All returns must be approved by DreamPhones Customer Support before being shipped back. Please follow these steps:

4.1 Submit a Return Request:
Email us at contact@dreamphones.ai with your order number and the reason for your return.

4.2 Provide Proof of Purchase:
Please provide your order confirmation or other valid proof of purchase so we can verify your order.

4.3 Receive Return Authorization:
Our customer support team will review your request, confirm your return eligibility, and provide return authorization along with the appropriate return address.

4.4 Prepare Your Return:
Securely package the device, all accessories included in your original order, and any required return information. Please use the original packaging whenever available.

4.5 Ship Your Return:
Send the authorized return to the address provided by our customer support team. If you are responsible for return shipping costs, please keep your shipping receipt and tracking information.

4.6 Inspection and Resolution:
Once we receive and inspect your returned product, we will notify you of the outcome and arrange the approved refund or replacement.

5. Disclaimer

5.1 We reserve the right to inspect returned products to determine their condition and eligibility for a refund or replacement.

5.2 Returns sent without prior authorization may not be accepted.

5.3 Customers are responsible for properly packaging returned products and shipping them to the authorized return address provided by our support team.

5.4 When customers arrange and pay for return shipping, DreamPhones is not responsible for packages lost or damaged in transit, except as otherwise required by applicable law.

5.5 All approved refunds are issued to the original payment method. Additional processing time required by banks or payment providers is beyond our control.

5.6 Nothing in this policy limits, excludes, or modifies any consumer rights or remedies that cannot legally be waived or restricted under applicable law.