Refund policy

Return & Warranty Policy for Play for Dream MR Headsets

Last Updated: September 13, 2025
This updated policy applies only to orders placed on or after September 13, 2025. Orders placed before this date are subject to the previous policy terms.

Dream XR believes in letting you experience the future of mixed reality with confidence. We understand that MR is a personal experience. To support this, we offer a trial period for headsets purchased through our store.

This policy applies only to the headset (and accessories originally included in its box) itself. It does not cover standalone accessories, software, games, or subscriptions, which are all considered final sale.

Section 1: 15-Day Return Guarantee (Any Reason)

Every Play for Dream MR headset purchased from the Dream XR store (https://shop.dreamos.ai/) is covered by a 15-day return guarantee. You are free to return your headset for any reason, including change of mind.

Costs & Fees for Returns:

  • Original Shipping Costs: Are non-refundable, unless the return is a result of our error (e.g., we shipped the wrong item).
  • Return Shipping Costs: Are the responsibility of the customer, unless the return is due to our error.
  • Duties and Taxes: For international returns (outside of the United States, the UK, and Singapore), any applicable import duties and taxes incurred upon return are the responsibility of the customer.

Restocking Fee Policy: As returns for non-quality issues involve significant inspection and processing, a restocking fee, as a percentage of the standard (prior to any discounts applied) retail headset price, applies to all such returns and will be deducted from the total refund amount.



Product Condition Assessment Description Standard Restocking Fee Bank Transfer Restocking Fee
Like New Very minor signs of use; packaging is intact, all accessories included. 15% 12%
Noticeable Signs of Use/Wear Headset has visible scratches, scuffs, or signs of wear; original box accessories may be missing. 30% 27%
Severely Damaged or Incomplete Product is seriously damaged, tampered with, or missing key components. Return Not Accepted (No Refund) Return Not Accepted (No Refund)

*Bank transfer payment is only available for custom orders arranged by emailing support@dreamos.ai.

Process for Returns (Any Reason):

  1. Contact Support: Email support@dreamos.ai within 15 days of delivery with your order number, reason for return, and clear photos.
  2. Preliminary Assessment: Our team will provide a guide on the likely restocking fee. This is not a guarantee; the final fee is determined by in-person inspection.
  3. Ship the Product: If you proceed, repack the headset securely in its original packaging. You are responsible for the return shipping cost and any applicable international duties/taxes. Email us the tracking number.
  4. Refund Issued: After inspection, your refund, minus the restocking fee, will be issued to the original payment method within 10 business days. Original shipping costs are only refunded if the return is our error.

Important Notice for EU/EEA and UK Customers:

In accordance with Directive 2011/83/EU on consumer rights, you generally have a 14-day statutory right of withdrawal from the date you receive your goods.

However, please note that this right does not apply to our Dream Flow & custom-made magnetic myopia & astigmatism lenses accessories for the following reasons:

1. Custom-Fabricated Goods: Dream Flow accessories and custom-made magnetic myopia & astigmatism lenses are custom-fabricated for your order using 3D printing & precision casting technologies respectively  The production processes are initiated immediately upon purchase to fulfill your specific order.
2. Inseparable Mixing of Materials: The nature of the aforementioned processes means that the raw materials are inseparably mixed and committed to the production of your specific item upon the start of the manufacturing process. These materials cannot be recovered or resold.

As these items are custom-fabricated and the materials are inseparably used based on your order, they qualify for exemptions from the right of withdrawal under Article 16(c) of the Directive.

Consequently, all sales of Dream Flow & custom-made magnetic myopia & astigmatism lenses accessories are final.
By placing an order for these accessories, you acknowledge that it is a custom-fabricated item and waive your statutory right of withdrawal. No returns or refunds will be accepted for these items unless they arrive with a manufacturing defect, in which case our standard warranty procedure will apply.

Section 2: Returns for Hardware Quality Issues

If your item has a verifiable hardware quality issue, you may request a return or exchange within 7 days from the date of delivery. To qualify:

  • The issue must be confirmed as a manufacturing defect by our inspection.
  • Proof of purchase is required.
  • The item must be in its original condition with all packaging and accessories.

Costs & Fees for Quality Returns:

  • Return Shipping Costs: The buyer is responsible for return shipping costs upfront. If our inspection confirms a hardware quality issue, we will fully reimburse these costs.
  • Duties and Taxes: For international returns, we will also reimburse any applicable import duties and taxes incurred upon return if a quality issue is confirmed.

Process for Hardware Returns:

  1. Contact Support: Email support@dreamos.ai within 7 days of delivery to request a return authorization. Unauthorized returns will not be accepted.
  2. Return & Inspection: We will provide return instructions. The item will be sent for inspection.
  3. Resolution: If the issue is confirmed, we will process a full refund (with shipping and duties/taxes reimbursement) or exchange at no cost to you. Refunds are processed within 15 business days of approval.

Section 3: Warranty

We offer a one-year warranty on MR Headsets and controllers for hardware quality issues not caused by user damage. Other accessories are covered by a three-month warranty.

The warranty covers hardware defects in materials or workmanship. Warranty claims require proof of purchase and are subject to inspection. For approved claims, repairs are free, but the buyer is responsible for initial shipping costs to us, which will be reimbursed if the issue is confirmed as a manufacturing defect.

To make a warranty claim, please contact support@dreamos.ai.

Handling of Ineligible Returns

If a returned product (for any reason) is found to be severely damaged or incomplete, and is thus ineligible for a return, we will:

  1. Pause the refund and notify you via email with the inspection results.
  2. Provide resolution options: You may reclaim the item (at your cost for shipping and any duties/taxes) or we can provide a quote for repair services.
    We will wait for your response for 14 calendar days. If we do not receive your decision, the product will be considered abandoned.

Important Notes

  • This policy is only valid for orders placed on the Dream XR website (https://shop.dreamos.ai/).
  • It does not apply to orders from pfdm.ai, third-party platforms, or business purchases.
  • This policy covers the headset only. All accessories, games, and subscriptions are final sale.
  • For any questions, contact our customer service team at support@dreamos.ai.