Refund policy

Refund, Return and Exchange Policy

At Dream Home Appliances, our refund, return, exchange, and cancellation policies are designed to be clear, fair, and customer-friendly, so you can shop with confidence. Except where applicable law requires otherwise, all returns, exchanges, and cancellations must be approved by Dream Home Appliances in writing before any product is returned, exchanged, or cancelled.

Nothing in this policy limits, excludes, or waives any right or remedy that a customer may have under the Consumer Protection Act, 2002, the Sale of Goods Act, or any other applicable law. If any part of this policy conflicts with a mandatory legal right, the mandatory legal right will apply.

Meaning of Installed

For this policy, “installed” means permanently connected, mounted, built in, hardwired, gas-connected, plumbed, vented, attached to cabinetry or property, altered to fit the premises, or otherwise put into use in a way that changes the product from its original saleable condition.

For clarity, delivery, placement in the room of choice, visual inspection, removal of external packaging by Dream Home Appliances or its delivery provider, attaching removable handles or legs, levelling, plugging in, or basic connection performed by the delivery team as part of delivery does not, by itself, mean the product has been “installed” for return-policy purposes.

Visible Damage, Missing Items, and Delivery Issues

Customers must inspect products at the time of delivery where possible. Any visible damage, missing parts, incorrect model, or delivery-related concern should be noted with the delivery team before signing, where practical, and reported to Dream Home Appliances as soon as possible.

For best service, visible damage or missing-item claims should be reported within 48 hours of delivery with photos, model number, serial number, invoice number, and a description of the issue. This does not limit any right the customer may have under applicable law.

1. Items That Cannot Be Returned or Exchanged

The following items cannot be returned or exchanged:

Floor models, open-box products, “as-is” products, all ventilation products, all microwave ovens, countertop microwaves, accessories, and any products that have been used, installed, damaged, or are missing original packaging, accessories, manuals, or parts.

2. Special Order, Built-In, Luxury, and Final Sale Items

For the purposes of this policy, a product will be treated as a special order or final sale item only if it is identified as special order, built-in, luxury, custom order, non-stock, final sale, or with similar wording on the invoice, order confirmation, quote, checkout page, or other written order document provided to the customer at or before the time of purchase. These products cannot be returned or exchanged unless approved by Dream Home Appliances in writing, subject to applicable law.

Any exception for these items will be at the sole discretion of Dream Home Appliances and may be subject to applicable restocking fees, handling fees, delivery fees, or other applicable charges.

3. New, Unopened, Factory-Sealed Products

New, unopened, factory-sealed, unused, never-installed, and undamaged products may be considered for return within 7 days after delivery or pickup, as applicable, provided they do not fall under the non-returnable items listed above.

All returns must be approved by Dream Home Appliances in writing before the product is returned to our warehouse for inspection.

Refunds will only be processed after Dream Home Appliances confirms, at its sole discretion, that the product is unopened, factory-sealed, unused, never installed, undamaged, and complete with all original packaging, accessories, manuals, and parts.

If the product does not pass inspection, Dream Home Appliances reserves the right to deduct applicable restocking fees, damage charges, missing-item charges, delivery fees, handling costs, or refuse the return, at its sole discretion, subject to applicable law.

If Dream Home Appliances or its delivery provider opens, cuts, or removes external packaging solely for delivery, inspection, damage check, or basic delivery preparation, the product will not be treated as opened or used by the customer on that basis alone. Return eligibility will be assessed based on the product’s condition, whether it has been used, damaged, altered, permanently installed, or is missing original packaging, accessories, manuals, or parts.

4. Opened but Unused Products

Opened products that are unused, never installed, undamaged, complete with all original accessories, manuals, parts, and packaging, and in resalable condition may be considered for return or exchange only with prior written approval from Dream Home Appliances.

If approved, the return or exchange may be subject to a 10% non-refundable restocking fee. This fee may be reduced or waived at the sole discretion of Dream Home Appliances. Approval of any opened-product return or exchange is at the sole discretion of Dream Home Appliances, subject to applicable law.

5. Failed Inspection or Refused Return

If the product does not pass inspection or the return is refused, the customer must pick up the product from our warehouse within 15 days of being notified.

If the customer requests delivery of the product back to them, additional delivery charges will apply and must be agreed upon and paid before delivery is arranged.

If the product is not picked up within 15 days of notification, storage, handling, and restocking charges may apply, up to 50% of the product price, subject to applicable law.

6. Accessories, Manuals, Parts, and Packaging

All authorized returns or exchanges must include all original accessories, manuals, parts, and packaging.

No goods may be returned or exchanged without prior written authorization from Dream Home Appliances. Any exception to this requirement will be at the sole discretion of Dream Home Appliances, subject to applicable law.

7. Delivery and Installation Charges

Delivery and installation charges are non-refundable once the service has been attempted or completed.

Additional delivery and/or installation charges may apply for any returns or exchanges, including warranty exchanges.

8. Order Cancellations

A cancellation applies before delivery or pickup. A return or exchange applies after the product has been delivered or picked up. Different conditions, inspection requirements, and charges may apply depending on whether the request is a cancellation, return, or exchange.

Orders may be cancelled up to 10 days prior to the scheduled delivery date, unless they are special order items, including but not limited to built-in appliances and luxury appliances, final sale orders, or products specifically marked as final sale.

However, if the product has already been ordered from the manufacturer, received at our warehouse, allocated to the customer, or is already in stock at our warehouse, the cancellation may be subject to a 25% restocking fee.

For clarity, “already in stock at our warehouse” means the product was available in our warehouse, allocated to the customer’s order, and therefore was not sold or made available to other customers.

Any deposit paid will be refunded minus applicable restocking fees. Any exception, including allowing cancellation of special order items, built-in appliances, luxury appliances, final sale orders, or waiving or reducing a restocking fee, will be at the sole discretion of Dream Home Appliances, subject to applicable law.

Applicable Law and Customer Rights

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Refund policy