RETURN, REPLACEMENT & REFUND POLICY
Last Updated: May 2026
At Dreams Mobile, customer satisfaction is important to us. We strive to ensure that every product delivered meets quality standards and arrives in proper condition. This Return, Replacement & Refund Policy explains the conditions under which products may qualify for return, replacement, exchange, repair, or refund.
By purchasing products from Dreams Mobile Online Store, you acknowledge and agree to this Policy together with our Terms & Conditions and Privacy Policy.
I. General Return Eligibility
Products may qualify for return, replacement, or refund only under specific conditions outlined in this Policy.
To qualify for any return or replacement request:
- the product must have been purchased directly from Dreams Mobile,
- the request must be made within the eligible return period,
- the original invoice or proof of purchase must be provided,
- the product must be returned in original condition,
- all accessories, manuals, packaging, seals, and bundled items must be included.
The Company reserves the sole right to inspect and determine the eligibility of any return, replacement, exchange, repair, or refund request.
II. 24-Hour Dead-On-Arrival (DOA) & Manufacturer Defect Policy
Products with verified:
- manufacturing defects,
- dead-on-arrival faults,
- non-functional hardware issues,
- incorrect item delivery,
must be reported within twenty-four (24) hours of delivery or store pickup.
Eligible products may qualify for:
- replacement,
- exchange,
- repair,
- or refund depending on:
- product availability,
- technical inspection,
- manufacturer policy,
- condition of returned product.
All products are subject to inspection before approval.
III. Conditions Required for Return Approval
To qualify for replacement or return:
- the product must be unused or minimally used for inspection purposes only,
- no physical damage must be present,
- there must be no signs of drops, dents, cracks, scratches, burns, or liquid exposure,
- all original packaging must be intact,
- all accessories, cables, manuals, inserts, warranty cards, and bundled items must be included,
- serial numbers, IMEI numbers, and seals must remain intact and untampered.
Dreams Mobile reserves the right to reject any return if:
- packaging is damaged,
- accessories are missing,
- warranty seals are broken,
- the product shows misuse,
- unauthorized software modifications are detected,
- the item is returned incomplete.
IV. Non-Returnable & Non-Refundable Items
The following products are generally not eligible for return, exchange, or refund unless defective upon delivery:
Mobile Phones & Electronics
- opened mobile phones,
- activated Apple devices,
- opened tablets,
- laptops after activation,
- software-installed devices,
- SIM-activated devices,
- configured smart devices.
Personal & Hygiene Products
- earphones,
- earbuds,
- headphones,
- personal care products,
- wearable devices used on body,
- opened hygiene products.
Consumables & Accessories
- memory cards,
- batteries,
- cables,
- chargers,
- screen protectors,
- phone cases,
- inks,
- consumables.
Digital & Software Products
- gift cards,
- software licenses,
- digital downloads,
- subscription products.
Special Orders
- pre-orders,
- customized items,
- specially imported products,
- products ordered specifically for a customer.
V. Change of Mind Returns
Returns due to:
- change of mind,
- incorrect color preference,
- model preference changes,
- accidental orders,
- pricing changes after purchase,
- incompatibility not caused by product defect,
may not qualify for refund or replacement once:
- the seal is opened,
- the product is activated,
- or the item has been used.
At the Company’s sole discretion, unopened products in original sealed condition may qualify for exchange subject to:
- inspection,
- restocking fees,
- product condition,
- approval by management.
VI. Warranty Claims
After the initial 24-hour DOA/replacement period, products are covered solely under the respective manufacturer warranty where applicable.
Warranty service may include:
- repair,
- replacement parts,
- servicing,
- manufacturer-authorized inspection.
Warranty periods vary depending on:
- brand,
- manufacturer,
- product category.
Warranty does not cover:
- accidental damage,
- liquid damage,
- power surges,
- misuse,
- negligence,
- unauthorized repair,
- software tampering,
- rooted/jailbroken devices,
- cosmetic damage,
- wear and tear.
Manufacturer warranty decisions are final and subject to manufacturer service center policies.
VII. Store Pick-Up Orders
Customers selecting Store Pick-Up must inspect products carefully before leaving the store.
Once products are accepted and collected:
- cosmetic issues,
- physical damages,
- missing accessories,
may no longer qualify for return claims unless reported immediately at the time of pickup.
Customers must provide valid identification when collecting orders.
Authorized representatives collecting on behalf of customers must provide:
- authorization letter,
- customer ID copy,
- representative’s valid ID.
VIII. Delivery Orders
For home delivery orders:
- customers should inspect products immediately upon delivery,
- damages or defects must be reported within twenty-four (24) hours,
- proof such as photos or videos may be requested.
Delivery acceptance may be treated as confirmation that products were received in satisfactory external condition unless reported otherwise.
IX. Refund Policy
Approved refunds shall be processed to the original payment method whenever possible.
Refunds may be issued through:
- bank transfer,
- card reversal,
- wallet refund,
- store credit,
- exchange voucher.
Refund processing may take:
- up to seven (7) working days for internal processing,
- additional banking processing time depending on financial institutions.
Dreams Mobile is not responsible for delays caused by:
- banks,
- payment gateways,
- card issuers,
- financing providers.
X. Non-Refundable Charges
The following charges may not be refundable:
- delivery fees,
- shipping charges,
- payment gateway processing fees,
- installment processing fees,
- express delivery charges,
- third-party service fees,
- setup/configuration charges.
If return shipping is required, return courier costs may be deducted from the refund amount unless the return is due to Company error or verified manufacturer defect.
XI. Return Process
To request a return, replacement, or warranty claim, customers must contact Dreams Mobile through one of the following channels:
Customer Support
Phone: +960 7926111
Email: sales@dreamsmobile.com
Customers may also visit the nearest Dreams Mobile store.
Customers may be required to provide:
- invoice or proof of purchase,
- order number,
- IMEI/serial number,
- photos/videos of defect,
- detailed issue description.
XII. Inspection & Approval Process
All returned products undergo technical inspection.
Inspection may include:
- physical examination,
- serial number verification,
- liquid damage inspection,
- software diagnostics,
- hardware testing,
- warranty verification.
Approval or rejection decisions are made solely by Dreams Mobile and/or authorized service centers.
XIII. Fraud Prevention & Abuse
Dreams Mobile reserves the right to reject returns or refunds where:
- fraudulent claims are suspected,
- serial numbers do not match,
- products are tampered with,
- intentional damage is detected,
- return abuse is identified,
- false information is provided.
Fraudulent activity may result in:
- account suspension,
- refusal of future service,
- legal action.
XIV. Limitation of Liability
To the maximum extent permitted by law, Dreams Mobile shall not be liable for:
- indirect damages,
- consequential losses,
- data loss,
- business interruption,
- lost profits,
- software/data corruption,
- third-party compatibility issues.
Maximum liability shall not exceed the original purchase price of the product.
Customers are strongly advised to:
- backup data before servicing,
- remove SIM cards and memory cards,
- disable device locks where required for diagnostics.
Dreams Mobile shall not be responsible for loss of data during repair, replacement, or servicing.
XV. Policy Changes
Dreams Mobile reserves the right to update or modify this Return Policy at any time without prior notice.
Updated policies become effective immediately upon publication on the Website.
Continued use of the Website and services constitutes acceptance of revised policies.
XVI. Governing Law
This Return Policy shall be governed by the laws of the Republic of Maldives.
Any disputes arising under this Policy shall be subject to the exclusive jurisdiction of the courts of the Maldives.
XVII. Contact Information
For assistance regarding returns, replacements, exchanges, warranties, or refunds:
Dreams Mobile
Website: Dreams Mobile Online Store
Customer Hotline: +960 7926111
Email: sales@dreamsmobile.com
