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Experiencing difficulties with your DJI product? We are here to assist. As drone pilots we understand technical difficulties can be frustrating and never fun to deal with. We sincerely apologizes for any inconvenience this may have caused. But the good news is DJI extends a warranty on all their products.
All packages come directly from DJI distributor warehouses; therefore, any problems with the contents and/or functionality of anything inside the packages must be addressed with the manufacturer directly. DJI’s technical team is certified to inspect and deam product malfunctions under their manufacture guidelines. Below you will find the steps to complete a warranty claim direct with DJI.
Please read the DJI after care service policy CAREFULLY before contacting DJI to see if your particular technical issue is covered. After that, you can contact DJI to start a warranty claim. Once the claim is initiated you will need to send the items directly to DJI. They will inspect the unit and repair or replace the purchase at their discretion.
**IMPORTANT: DO NOT SEND YOUR DRONE TO DJI IF: The drone has crashed or experienced an impact landing. DJI’s certified technicians will be able to tell from the flight logs. DJI does not cover for any reason products that have crashed or incurred a hard / impact landing and it’s not covered under warranty. We sell crash protection plans at the time of your purchase for this reason.
Read DJI's warranty policy and check if your malfunction is within their guidelines. DJI WARRANTY GUIDELINES
If your malfunction is within the warranty period create an account with DJI. CREATE ACCOUNT
Once your account is created click the blue button that says “CONTACT ONLINE SUPPORT” to speak with a DJI representative via live chat. Have the following information ready.
Explain your malfunction to the DJI representative in detail. They may want to troubleshoot a few things before having you fill out a repair ticket to minimize unnecessary claims.
If the DJI representatives deems your product defective and have exhausted all efforts to fix the issue you will need to fill out a repair form here: REPAIR FORM
After filling out the online forms you will receive a case number. And there will be a shipping label provided.
Once processed (typically within 24 hours) DJI will send you a return shipping label via email. Please be on the lookout for that email and check your SPAM folder.
Package up the entire drone and its corresponding parts, accessories, and cables. Everything that came with your original package needs to be shipped back to DJI in case of complete replacement. Ship the package to DJI using the return shipping label provided.
The DJI Service Center will assess your product and send you a quotation. *If the assessment shows that DJI is responsible for the product's issue under warranty, your product will be repaired or replaced for free.
If the repair is not covered under DJI manufacture warranty then you can move forward with the repair and bear the cost on your own or request for DJI to ship the drone back to you.
Service repair times are normally 5-7 days not including shipping times. You will receive an email notification after each step of the service process is complete. If not covered by DJI manufacture warranty the repair process will only begin after payment is made.
You can check the status of your claim anytime here: REPAIR PROGRESS
The DJI Service Center will send the repaired or replacement product to your address.
What is the overall service process?
1) Request Service: Describe the product's issue and provide your information. A service case will be generated automatically for you.
2) Send Your Product: You will receive details for shipping the product to us based on your region.
3) Assessment and Repair: The DJI Service Center will assess your product and send you a quotation. The repair process for your product will begin after you've made the payment.*
4) Receive Your Product: The DJI Service Center will send the repaired or replacement product to your address.
*If the assessment shows that DJI is responsible for the product's issue under warranty, your product will be repaired or replaced for free.
How long does it take to repair my product?
It takes approx. 5-7 business days to repair your product after arriving at the DJI Service Center. You will receive an email notification after each step of the service process is complete.
How can I check the repair progress?
You can check the repair progress by visiting the Repair Progress page, or by contacting DJI Support.
How much will the service cost?
It depends on the specific issue. You can check the price of repair and components on the Component Price Inquiry page. The price of the specific component is subject to product assessment results. If the component(s) or product is defective and under warranty, no service fee will be charged. To pay repair fees, click the payment link in the quotation or pay via bank transfer.
Who is responsible for shipping fees?
If your area is within DJI logistics* service range and the product assessment shows that DJI is responsible for the product's issue under warranty, all shipping fees will be covered by DJI. If the product or component damage is due to user error or if the product is out of warranty, you are responsible for shipping fees to your address.
*Logistics policies vary by region. For more details, please contact DJI Support.
What components should I ship to the DJI Service Center?
For Repair: It is recommended to send us the defective product or components together for testing. If the propellers, SD card, and charger are functioning normally, they are not required for shipment.
For Replacement: It is recommended to send us the entire product set, including all components, packaging, accessories, gifts, and user manual
How do I replace a severely damaged battery?
1) For safety concerns, please DO NOT ship a severely damaged battery (e.g., a swollen or leaking battery). If DJI receives such a battery, we will dispose of it immediately and not issue a repair or replacement. If you want to replace a severely damaged battery, please complete your online registration and visit: https://www.dji.com/support/product to send us an email including the photos of the battery, battery's serial number and case number (obtained after registration).
2) To ensure the fastest service process, it is not recommended to send in a normally functioning battery. If you want to use the DJI Care Refresh to replace a Mavic or Spark Intelligent Flight Battery, send in the battery with the aircraft, gimbal, etc.
What is data analysis?
Inside the aircraft is a data recorder, similar to one known as a "black box" in passenger aircraft. The data recorder takes note of flight status (e.g., altitude and speed), the pilot's operation, and other flight data in real time. The product assessment stage includes this data analysis to determine cause and responsibility for the accident (i.e., whether the accident was a product defect or user error). For more details about data analysis, please visit this DJI Forum post.