Warranty & Return Policy

1.0 Agreement to Terms of Use

These Legal Terms constitute a legally binding agreement made between you, whether personally or on behalf of an entity ("you"), and DM Dasher Pte Ltd (The Official Distributor of Dreame Singapore), concerning your access to and use of the Services. You agree that by accessing the Services, you have read, understood, and agreed to be bound by all of these Legal Terms. Your trust is important to us, and we strive to be transparent in our practices. 

Supplemental terms and conditions or documents that may be posted on the Services from time to time are hereby expressly incorporated herein by reference. We reserve the right, in our sole discretion, to make changes or modifications to these Legal Terms from time to time. We will alert you about any changes by updating the "Last updated" date of these Legal Terms, and you waive any right to receive specific notice of each such change. It is your responsibility to periodically review these Legal Terms to stay informed of updates. You will be subject to, and will be deemed to have been made aware of and to have accepted, the changes in any revised Legal Terms by your continued use of the Services after the date such revised Legal Terms are posted.

2.0 Scope of Application

This policy ensures customers in Singapore can access return, refund, replacement, warranty repair, and other aftersales services for products from Mova Singapore authorized sales channels. All services are provided by Mova Singapore's official service center managed by DM Dasher Pte Ltd.

2.1 Applicable Product

This policy pertains to items acquired through Mova Singapore's approved sales channels, with post-sale support from the official Mova Singapore service hub, managed by DM Dasher Pte Ltd.

3.0 Return & Refund Service

For products purchased from the Mova Singapore Official Site, if a manufacturing defect is found within fourteen (14) calendar days from the purchase date (as shown on valid proof of purchase, such as an original receipt, invoice, or delivery date—whichever is later), you may contact the Mova Singapore after-sales service team to request a Return & Refund Service. We will cover the return shipping costs. The original purchase amount will be refunded to your account within fourteen (14) calendar days after we receive the returned product.

For products purchased from Mova’s Official Online Stores on platforms such as Lazada, Shopee, TikTok, and others, please refer to the respective platform’s return and refund policy. For further details, you may contact the seller to confirm the specific terms and conditions.

For products purchased through other Mova authorized sales channels, please contact the seller directly to verify their return and refund policy.

3.1 Notes of Return & Refund

1) When requesting a return and refund, please provide valid proof of purchase, such as the original receipt or invoice. Additionally, the product must be returned with its original packaging, along with all accessories and any gifts that were originally included.

2) The returned product must be in its original sealed and undamaged condition, properly packed. All labels, serial numbers, and logos on the product and accessories must remain intact, showing no signs of tampering or alteration. Any accompanying gifts must also be returned.

3) When returning a product, please ensure the complete set is returned — including the original packaging, all accessories, and any gifts — along with valid proof of purchase, such as the original receipt or invoice. The relevant payee (e.g., seller or platform) will be responsible for processing the refund.

4) Returned goods must be sent to the designated return address. Please ensure that the return shipping fee is prepaid, as we do not accept cash on delivery (COD) for returns.

5) Unauthorized returns or shipments made using cash on delivery (COD) without the seller’s prior consent will be rejected.

6) If the product being refunded was purchased as part of a bundle promotion that resulted in a discount, we reserve the right to revoke the discount and adjust the refund amount accordingly.

3.2 Rejects to Be Refund

The following conditions will not be eligible for return and refund:

1) If valid proof of purchase (original receipts or invoices) is not provided or shows signs of tampering or alteration.

2) If the return & refund request is made more than fourteen (14) calendar days after the purchase date (as indicated by the proof of purchase, original receipts, or invoices) or delivery date, and the request is based on non-quality issues or lacks a relevant reason.

3) If the returned goods, packaging, accessories, gifts, or user manuals are not intact or are missing.

4) If the product is found to have faults or damage caused by human error, unauthorized modifications, improper installation, or incorrect usage that does not follow the official instructions or manuals.

5) If the goods are not sent within fourteen (14) calendar days after the return & refund service has been confirmed.

6) If the returned goods are not in their original sealed and brand-new condition, or have been activated or used (this applies only to returns under the "Change of Mind" reason).

4.0 Replacement Service

For products purchased from Mova Singapore official site, within fourteen (14) calendar days of the purchasing date on valid proof-of-purchase, original receipts or invoices or delivery date (if the delivery date is later than the purchasing date), if the product has a manufacturing defect, you can contact Mova Singapore after-sales service team and request the Replacement Service. We shall be responsible for the replacement shipping fee.

For products purchased from official online stores on platforms such as Lazada, Shopee, TikTok, and others, please refer to the respective platform’s replacement policy. For further details, you may contact the seller directly to confirm the specific terms and conditions.

For products purchased through other sales channels, please contact the respective seller directly to confirm their replacement policy.

4.1 Notes of Replacement

To request a product replacement, the following conditions must be met:

1) When applying for the replacement service, please provide valid proof-of-purchase, the original receipt or invoice.

2) The returned goods must be properly packed and in good condition. Labels, serial numbers, and logos on the product and accessories must show no signs of tampering or alteration.

3) When returning a product for replacement, the full set — including the original packaging and all accessories — must be returned along with the valid proof of purchase and the original receipt or invoice.

After the product has been examined and the issue confirmed, a replacement of the same model and specification will be provided.

4.2 Rejects to Be Replaced

The following conditions will not be eligible for replacement:

1) Valid proof of purchase (original receipt or invoice) is not provided, or shows signs of tampering or alteration.

2) The replacement request is made more than fourteen (14) calendar days from the purchase date or delivery date (whichever is later), as indicated on valid proof of purchase.

3) The returned goods, including outer packaging and user manuals, are not intact or are missing.

4) After appropriate inspection and testing, the returned product is found to have no quality-related issues.

5) The product is damaged due to human error, unauthorized modifications, improper installation, or use that does not comply with the official instructions or user manual.

6) After the replacement service is approved, the corresponding product is not returned within fourteen (14) calendar days.

5.0 Warranty Repair Service

If a product exhibits a manufacturing defect during the warranty period, you may contact the Mova after-sales service team or the authorized distributor/retailer. Once the issue has been verified as a quality-related problem, you may apply for the free Warranty Repair Service. For more information, you need to contact Mova Customer Service.

6.0 Definition of Warranty Period

The warranty period begins on the purchase date as shown on valid proof of purchase, such as original receipts or invoices, or the delivery date (if later than the purchase date).

If valid proof of purchase is unavailable or lost, the warranty period will begin three (3) months after the manufacturing date indicated on the product’s bottom nameplate.

If a replacement is provided, the warranty period for the replacement unit will start from the replacement date, subject to valid proof of the replacement.

Any repaired or replaced accessories are covered under warranty for either three (3) months from the repair or replacement date or the remainder of the original product’s warranty period, whichever is longer.

6.1 Limitations on Warranty

Mova products are engineered and constructed for normal domestic household purposes. Some other parts might be delayed due to quantity limitation. For more info, contact our Mova Singapore Official Customer Service to know more & updates.

6.1.1 The warranties set forth do not cover:

Failures caused by:

1) Use of any Mova product in a manner that does not comply with the "Usage Restrictions" outlined in the User Manual.

2) Use of a Mova product for cleaning ashes, sand, construction dust, or other non-household waste.

3) Use of a Mova product in commercial settings for decoration, display, or cleaning purposes.

4) Use of a Mova product in environments containing special adsorption chemicals, metals, or fine particles such as micropowders.

5) Use of the product in areas with corrosive substances.

6) Normal wear and tear of consumable parts (e.g., filters, brushes), unless damage is due to a defect in materials or workmanship in a non-consumable part.

7) Damage to decorative parts or wear due to normal use.

8) Products identified as prototypes or units with model/SN codes that do not follow the standard serial number format for brand-new products.

6.2 Rejects to Free Warranty Repair Service

1) The product was purchased from unauthorized dealers or sellers.
2) Damage caused by improper use, poor maintenance, incorrect storage, or accidental incidents.
3) The product or accessories are found to be defective after the warranty period has expired.
4) Damage resulting from disassembly or repairs performed by the customer or unauthorized third parties.
5) Damage caused by force majeure events, including but not limited to:

  • Natural disasters (e.g., floods, storms, fire),
  • War, riots, strikes, or labor disturbances,
  • Shortages of materials or delays from suppliers,
  • Governmental orders, court rulings, or inability to obtain necessary permits,
  • Any other events beyond our reasonable control.

6) Product failure or damage caused by misuse, abuse, or human error, such as:

  • Operation errors
  • Liquid ingress
  • Scratches, bumps, or damage during transport
  • Use of inappropriate voltage or improper swapping of parts

After confirmation of warranty repair service, the required goods are not returned within fourteen (14) calendar days.

6.3 How to claim for warranty

1) Complete the following form for warranty claims 

2) Pack the defective product in a proper packaging 

3) Attach a paper stating your name, contact number and order number of your purchase in the packaging 

4) Visit or courier the product/part to our service centre 

5) Our service personnel will contact you once your defective product have been repaired  

6.4 Drop off timing

  • Monday – Friday: 9am – 6pm (avoid lunch break @ 1-2pm) 
  • Saturday: 9am to 1pm
  • Shipping address 81 Ubi Road Avenue 4 #01-03 Singapore 408830 
  • Contact number: +65 8807 2989

7.0 After-sales Service Terms for Accessories

1) You may request return or replacement service for accessories of Mova products purchased from the Mova after-sales service team or official direct-sale stores within seven (7) calendar days from the date of receipt, provided that one of the following conditions applies:

  • Product discrepancies
  • Damaged or missing items
  • Quality defects caused by non-artificial factors

2) Relevant proof or evidence must be provided during the application process.

3) Once verified, we will proceed with the return or replacement accordingly.

8.0 Limitations Of Action and Liability

No claim or legal action against Mova arising from or related to this Agreement or the transaction contemplated herein may be initiated more than one (1) year after the cause of action has arisen.

Under all circumstances, Mova’s maximum liability shall be limited to the purchase price paid for the product.

9.0 Additional Terms and Conditions

1) Except under special circumstances, customers are advised not to return batteries that are severely damaged (e.g., swollen cells, leakage, or damaged battery cells). If such batteries are returned, they will be safely scrapped by Mova.

2) Only products purchased directly from Mova Singapore Official or its authorized distributors are eligible for after-sales services as outlined in this policy.

3) Mova products do not support international warranty services due to regional version differences.

  • Products purchased through authorized distributors will be serviced by the corresponding distributor.
  • Products purchased from Mova's Online Official Stores will be serviced by Mova’s after-sales service team.

4) Any loss arising from incorrect consignee information or refusal to accept the delivery shall be borne by the customer.

5) In the case of delivery failure or refusal, Mova will hold the returned goods. Any storage or handling fees incurred during this period shall be the responsibility of the customer. If the goods remain unclaimed for over thirty (30) calendar days, Mova reserves the right to dispose of the items.

6) Customers are advised to remove any custom decorations or stickers (e.g., UAS tags, custom paint, decals) before sending in a product for service. Mova will not be held responsible for the damage or loss of these personalized items.

7) Customers are required to inspect the product immediately upon delivery.

  • If the outer packaging is visibly damaged, please refuse to sign and request a return through the courier.
  • If the recipient authorizes the courier to leave the package without a signature, the customer assumes responsibility for any resulting loss or damage.
  • If the outer packaging appears intact but internal damage is discovered due to shipping, please notify Mova or the distributor within 24 hours of receipt. Claims made after this period will not be accepted.

8) Mova reserves the right to revise this policy. In the event of any updates, the most recently published version shall prevail.

9) If any clause of this policy conflicts with applicable local or national laws, those laws shall take precedence. All other provisions shall remain valid to the extent permitted by law.

10) For any inquiries regarding this policy, please reach out to our after-sales service team:

- Return Address:- 81 Ubi Avenue 4 #01-03 Singapore 408830- 9am to 6pm (Mon to Fri), 9am to 1pm (Sat)- Sun/PH closed

- To initiate a refund or for helpful advice, Whatsappp message Customer Care at +65 8807 2989