After Sales Care - DJI Products

PART I – GENERAL TERMS

This DJI After-sales Policy consists of the following parts:

Part I – General Terms
Part II – Country/Region Specific Terms
Part III – Types of After-sales Service

This DJI After-sales Policy applies only to DJI products you purchased for your own use and not for resale.
This DJI After-sales Policy is available in other languages at http://www.dji.com/service.

What Is Covered

DJI warrants that each DJI product that you purchase is free from defects in materials and workmanship under normal use during the warranty period. The warranty period for a DJI product starts upon the receipt of product or as may be otherwise specified by DJI. The warranty period and types of after-sales service that apply to your product are as specified in “Part III - Types of After-sales Service” below.

How to Obtain After-sales Service

If the product does not function as warranted during the warranty period, you may obtain after-sales service by contacting DJI.
After-sales service may not be available in all regions and may differ from region to region. Additional charges may apply outside DJI’s normal service areas. Please contact DJI for information specific to your location.

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.
√ 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.

What Will DJI Do

When you contact DJI, you must specify your problem with your product.
DJI will attempt to diagnose and resolve your problem by telephone, e-mail or live chat. DJI may ask you to take any relevant troubleshooting steps that may fix your issue.
If the troubleshooting steps provided by DJI cannot fix your issue remotely, you may be required to deliver the product to DJI for further examination. DJI will arrange for service under the type of warranty service designated for the product under “Part III - Types of After-sales Service” below. If the problem with your product is covered by this After-sales Policy, DJI will cover the cost of repair. Otherwise, you may have to apply for Customer Paid Repair 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.
While a product or part replaced by DJI may not be new, it will be in good working order and functionally equivalent to the original product or part. The replacement product or part will be covered under warranty for the remainder of the original product’s warranty.

Use of Personal Contact Information

If you obtain service under this policy, you authorize DJI to store, use and process information about your flight logs and your contact information, including your name, phone numbers, address, and e-mail address. DJI may use this information to perform service under this policy. We may contact you to inquire about your satisfaction with our service or notify you of any product recalls or safety issues. Obtaining service under this policy authorizes 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 information if required to do so by law. DJI’s privacy policy can be found at http://www.dji.com/policy.

What This After-Sales Policy Does NOT Cover

This policy does not cover the following:
× Crash or fire damage caused by non-manufacturing factors, including but not limited to, pilot errors.
× Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with official instructions or manuals.
× Damage caused by improper installation and incorrect use or operation not in accordance with the official instructions or manuals.
× Damage caused by a non-authorized service provider.
× Damage caused by unauthorized circuit modification and mismatch or misuse of the battery or charger.
× Damage caused by flights which did not follow the instruction manual recommendations.
× Damage caused by operation in bad weather (i.e. strong wind, rain, sand/dust storms, etc.)
× Damage caused by operating the product in an environment with electromagnetic interference (i.e. a mining areas, close to radio transmission towers, high-voltage wires, substations, etc.).
× Damage caused by operating the product in an environment containing interference from other wireless devices (i.e. transmitter, video-link, Wi-Fi signals, etc.).
× Damage caused by operating the product at a weight greater than the safe takeoff weight as specified by the instruction manuals.
× Damage caused by a flight in which damaged components or components suffering from natural wear and tear were used.
× Damage caused by reliability or compatibility issues when using unauthenticated third-party parts.
× Damage caused by operating the product with a low-charged or defective battery.
× Damage caused during uninterrupted or error-free operation of a product.
× Loss of, or damage to, your data by a product.
× Damage caused by any software incompatibility issues.
× Failure of, or damage caused by, any third party products, including those that DJI may provide or integrate into the DJI product at your request.
× Products or parts with an altered identification label or from which the identification label has been removed.

Limitation of Liability

When receiving service, DJI is responsible for loss or damage to your product only while it is in DJI's possession or in transit, if DJI is responsible for transportation.
DJI is NOT responsible for loss or disclosure of any data, including confidential information, proprietary information, or personal information, contained in a product.
Under no circumstances, and notwithstanding the failure of essential purpose of any remedy set forth herein, shall DJI, its affiliates, suppliers, resellers, or service providers be liable for any of the following even if informed of their possibility and regardless of whether the claim is based in contract, warranty, negligence, strict liability or other theory of liability: 1) third party claims against you for damages; 2) loss, damage or disclosure of your data; 3) special, incidental, punitive, indirect or consequential damages, including but not limited to lost profits, business revenue, goodwill or anticipated savings. In no case shall the total liability of DJI, its affiliates, suppliers, resellers, or service providers for damages from any cause exceed the amount of actual direct damages, not to exceed the amount paid for the product.
The foregoing limitation does not apply to damages for bodily injury (including death), damage to real property or damage to tangible personal property for which DJI is liable under law.
As some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, the above limitation or exclusion may not apply to you.

Your Other Rights

This policy provides you with extra and specific legal rights. You may have other rights according to the applicable laws of your state or jurisdiction. You may also have other rights under a written agreement with DJI. Nothing in this policy affects your statutory rights, including rights of consumers under laws or regulations governing the sale of consumer products that cannot be waived or limited by agreement.

*Warranty period may vary according to local laws and regulations.

 

PART II – COUNTRY/REGION SPECIFIC TERMS

The terms of Part II replace or modify terms of Part I as specified for a particular country/region.

Australia

“DJI” means DJI TECHNOLOGY AUSTRALIA PTY. LTD. Address: 12/125-127 Highbury Road, Burwood VIC 3125. Mon-Fri 9:00AM - 5:00PM
Phone 1300 090 802 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you order one of our products in Australia, you have legal rights known as ‘consumer guarantees’ which apply for a reasonable time from the date of your purchase until the failure becomes apparent and regardless of the manufacturer warranty as provided in this policy. The manufacturer warranty herein applies in addition to the rights you have at law and are not intended to limit, modify or restrict your consumer guarantee rights in any way.

The following replaces the same section in Part I:

What is Covered

DJI warrants that each hardware product that you purchase is free from defects in materials and workmanship under normal use and conditions during the warranty period. If the product fails due to a covered defect during the warranty period, DJI will provide you a remedy under this policy. The warranty period for the product starts on the original date of purchase specified on your sales receipt or invoice unless DJI informs you otherwise in writing. The warranty period and types of after-sales service that apply to your product are set forth below in “Part III – Types of After-sales Service” below.
The benefits given by this policy are in addition to your rights and remedies at law, including those under the Australian Consumer Law.

The following replaces the same section in Part I:

Replacement of Products and Parts

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. The replacement product or part 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. The replacement product or part shall be warranted for the balance of the period remaining on the original product. Products and parts presented for repair may be replaced by refurbished products or parts of the same type rather than being repaired. Refurbished parts may be used to repair the product; and repair of the product may result in loss of data, if the product is capable of retaining user-generated data.

The following is added to the same section in Part I:

Use of Personal Contact Information:

DJI will not be able to provide you with our service under this policy if you refuse to provide your information or do not wish us to transfer your information to our agent or contractor. You have the right to access your personal contact information and request correction of any errors in it pursuant to the Privacy Act 1988 by contacting DJI.

The following replaces the same section in Part I:

Limitation of Liability:

DJI is responsible for loss or damage to your product only while it is in DJI's possession or in transit, if DJI is responsible for the transportation.
DJI is NOT responsible for loss or disclosure of any data, including confidential information, proprietary information, or personal information, contained in a product.
To the extent permitted by law, under no circumstances and notwithstanding the failure of essential purpose of any remedy set forth herein, shall DJI, its affiliates, suppliers, resellers, or service providers be liable for any of the following even if informed of their possibility and regardless of whether the claim is based in agreement, warranty, negligence, strict liability or other theory of liability: 1) third party claims against you for damages; 2) loss, damage or disclosure of your data; 3) special, incidental, punitive, indirect or consequential damages, including but not limited to lost profits, business revenue, goodwill or anticipated savings. In no case shall the total liability of DJI, its affiliates, suppliers, resellers, or service providers for damages from any cause exceed the amount of actual direct damages, not to exceed the amount paid for the product.
The foregoing limitations do not apply to damages for bodily injury (including death), damages to real property or damage to tangible personal property for which DJI is liable under law.

DJI Official Site: http://www.dji.com/service/policy