After-Sales Service Policies

DJI guarantees that, subject to the following conditions, Return & Refund Service, Replacement Service and Warranty Repair Service can be requested. Please contact DJI or your authorized DJI dealer for more details. You will be required to fill out a repair form, which should be sent to us along with the to-be-repaired unit.

You are eligible for our Return & Refund Service if you made purchases through DJI Official Online Store and meet either of the following conditions:

√ Within fourteen (14) calendar days starting from 00:00 on the day after receiving a product if the product has no manufacturing defect, has not been activated and is still in new or like-new condition.
√ Within fourteen (14) calendar days starting from 00:00 on the day after receiving a product if the product has a manufacturing defect.

Return & Refund Service will not be provided where:

× It is requested beyond fourteen (14) calendar days starting from 00:00 on the day after receiving a product.
× A product sent to DJI for Return & Refund Service does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e. with cracks, dents or scratches.
× A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
× Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
× Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.
× A product is not delivered to DJI within fourteen (14) calendar days after Return & Refund Service confirmation is sent from DJI.
× If your product was not purchased from a DJI official online store, please consult the vendor where you bought the product for detailed return and refund policies, and the vendor’s policies shall prevail.
× Other circumstances stated in this policy.

You can request Replacement Service:

√ Within fifteen (15) calendar days starting from 00:00 on the day after receiving a product if the product has sustained a substantial damage in transit, provided always that the damage proof issued by the carrier can be provided to DJI.
√ Within fifteen (15) calendar days starting from 00:00 on the day after receiving a product if the product does not match the original description of the product in one or more significant respects.
√ Within fifteen (15) calendar days starting from 00:00 on the day after receiving a product if the product suffers performance failure.

Replacement Service will not be provided where:

× Service is requested more than fifteen (15) calendar days starting from 00:00 on the day after receiving a product.
× Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.
× A product sent to DJI for replacement does not include all original accessories, attachments and packaging, or contains items damaged by user error.
× A product is found to have no defects after all appropriate tests are conducted by DJI.
× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
× Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
× Damage is caused by uncontrollable external factors, including fires, floods, high winds, or lightning strikes.
× Received product has not been sent back to DJI seven (7) calendar days after replacement confirmation from DJI.
× Proof of damage during transit issued by the carrier cannot be provided.
× Other circumstances stated in this policy.

What to do Before Obtaining After-sales Service

Before obtaining after-sales service, the following steps must be taken:
√ Follow the procedures specified by DJI as shown in the “DJI General After-Sales Service Flow” part.
√ Backup all data contained on your product’s SD card.
√ Except for flight logs, remove all data, including confidential information, proprietary information and personal information, from the product. Or, if you are unable to remove any such information, modify the information to prevent its access by another party or so that it is not personal data under applicable law. DJI shall not be responsible for the loss or disclosure of any data, including confidential information, proprietary information, or personal information, on a product returned or accessed for warranty service.
√ Provide DJI with all system passwords, if necessary.
√ Provide DJI with sufficient and safe access to your product, so DJI can provide service as needed.
√ Remove all additional parts, alterations, and attachments not covered under warranty.
√ Ensure that the product or part is free of any legal restrictions that prevent its replacement.
√ If you are not the owner of a product or part, obtain authorization from the owner for DJI to provide warranty service.

Product and Part Replacement

When after-sales service involves the replacement of a product or part, the replaced product or part becomes DJI’s property and the replacement product or part becomes your property. Only unaltered DJI products and parts are eligible for replacement.
Replacement products or parts provided by DJI may not be new, but it will be in good working order and at least functionally equivalent to the original product or part’s warranty. A replacement product or part shall be covered for the time remaining in the original product’s warranty.

Use of Personal Contact Information and Data

If you obtain service under this policy, you authorize DJI to store, use, and process your flight log information and your contact information, including name, phone numbers, address, and e-mail address. You agree and understand that it is necessary for DJI to collect, process and use your data to perform service under this policy. We may contact you to inquire about your satisfaction with our service or to notify you about any product recalls or safety issues. DJI may request your authorization to access, use and process the vision image data that stored in your aircraft product when you decide to apply for after-sales service. If you refuse to do so, DJI may not be able to provide certain after-sales service to you. In achieve these aims, you authorize DJI to transfer your information to any country where we do business and to provide it to entities acting on our behalf. We may also disclose your information where required by law. DJI’s privacy policy is available at http://www.dji.com/policy.

Essential Information

√ The warranty period for Return & Refund Service, Replacement Service and Warranty Repair Service may vary with respect to your product, the part experiencing issues, or the country/region of purchase. Please refer to http://www.dji.com/service for the warranty period for your product and products in your country/region.
√ You may have to burden shipping costs for return, repair, or replacement of product(s) depending on DJI's aftersales policies in your local area.
√ DJI will troubleshoot the product(s) you returned. If the detected malfuction or defect meets with any terms or conditions under DJI's aftersales policies, DJI shall bear the cost for refund, replacement, or repair, and accordingly, you may be required to pay for the shipping costs.
√ If DJI determines that the malfunction or defect is not covered by DJI's aftersales policies, you shall apply for Customer Paid Repair Service. DJI will not start repairing without your consent with the offered repair quote. If you disagree with the repair quote, DJI will return your product(s), and according to DJI's aftersales policies in your local area, you may be required to burden the cost of return shipping.
√ 1) DJI will ship your repaired or replacement product to the mailing address you furnished when you authorized service unless you provide alternative instructions; 2) If your product is deemed unrepairable by DJI, or you opt to not have DJI perform the repair. DJI will return the product to the mailing address youprovided.
√ If your product is returned to DJI because delivery could not be completed at the address given, DJI will attempt to contact you for an alternative mailing address and arranging another delivery at your own shipping cost. If you do not provide an address at which DJI or its agent may deliver your product, or provide essential information to comply with shipping regulations, or make payment arrangements within ninety (90) days after the original delivery attempt, DJI will notify you that it considers your product to be abandoned. DJI will send notice to the mailing address you furnished when you authorized service. In the event that your product is abandoned, DJI may dispose of your product in accordance with applicable provisions of law and, specifically, may sell your product at a private or public sale to pay for any outstanding service performed. DJI reserves its statutory and any other lawful liens for unpaid charges, including but not limited to a reasonable storage fee at the rate of up to $30 per day.
√ Please note that products and components presented for repair may be replaced by refurbished goods of the same type rather than being repaired. These refurbished goods have been tested and are similar to brand new goods in function and appearance. If any refurbished parts or units do not meet our quality assurance requirements, brand new parts or units will be issued. Any replaced parts may come with different serial numbers.
√ Please be aware that where a product is capable of retaining user-generated data, such data may be lost during the repair process. We therefore recommend that you back up your data prior to any repair.
√ Please note that data analysis service will not be provided after warranty expiration.
√ DJI does not provide global warranty, customers can obtain warranty service only at a designated DJI repair center in the region where he/she purchased the product. However, depending on part availability, customers can obtain cross-regional repair service at an additional charge.
√ For customers in North America, please note: DJI products purchased after August 1st, 2016 are covered under warranty only if they are purchased from DJI authorized dealers.
√ If a customer in Region A wants to send in their products to a designated DJI repair center in the Region B, the customer will need to get the consent of DJI and bear customs duties, taxes, customs clearance, and other costs incurred.
√ If the aircraft is water-damaged, its performance may be severely affected, and the aircraft will be beyond repair. So a replacement service is provided, instead of repair services, if the product is sent in.
√ Before sending your product for repair, please remove any customized decorations and items on it (including but not limited to decorative stickers, UAS stickers, paintings, etc.). DJI will not be responsible for any damage or loss that may occur to these customized decorations and items.
√ To guarantee your legal rights, please check whether your product is intact (check whether any damage has occurred to your product during transportation) when signing for it. If the product has a defect, please report it to us within seven (7) days of signing for it; or it will be deemed that the product you signed for is intact and fully functional.