DJI support
DJI warrants that each product you purchase will be free from defects in materials and workmanship under normal use during the warranty period. The warranty period for a DJI product begins upon receipt of the product. Warranty periods are as specified in the “Warranty Period” section. Any damage caused by the customer or negligence in using the product is NOT covered by the warranty.
The return applies within 14 days of purchase exclusively for products with an unopened warranty seal. Check the rules and the deductibles of the return in the appropriate paragraph.
Products subject to DJI care or DJI refresh will be replaced after inspection by the European center in approximately 15 working days.
Non-warranty assistance costs €80.00 ic per hour plus the parts needed for the repair. The customer will receive a quote and will have the right to not accept it. In this case, they will be charged €30.50 ic for the management of the case.
This is an excerpt from the general regulation that you can find in the original language on the official DJI page “ dji.com/service/policy ”.
By purchasing a DJI product or service, you automatically accept the conditions of sale indicated on the manufacturer's official page.
RETURN ACCEPTANCE RULES
For private individuals, the return can be made within 14 days of delivery by notifying us at supporto@3digital.tech . The refund will be made on the original payment method or by bank transfer within 3 to 7 working days.
FREE GIFTS
The return of a sealed product can only take place together with the free gift, which is also sealed. During the return, if the free product is not present, the entire amount of the free gift will be deducted. See the chart below for the precise return conditions.
RETURN OF DIGITAL PRODUCTS
• for digital products, “I agree that I will lose my right of withdrawal if I download or receive the code via an email service”;
• for services, “I agree to lose the right of withdrawal after the complete provision of the service”;
• I accept that the DJI Care, DJI Refresh and DJI Shield digital product is not refundable and loses the right of withdrawal.
• I accept a 50% penalty for returns/cancellations of courses after 14 days from purchase.
• I accept a 30% penalty within 14 days of purchasing the Courses if the teaching material has already been sent.
FACTORY DEFECT
For products that are found to be damaged, not caused by the user, if presented within 14 working days they will be handled with maximum priority.
In the event of the problem highlighted by the customer being encountered, the product will be replaced at the seller's expense with a new sealed one, based on availability and the presence of an active DJI CARE R. policy on the vehicle, there could be waiting times of approximately 7/14 days.
If the assistance center proves that the product has been damaged by the customer, it will be sent via ordinary paid assistance.
For products that, despite having a manufacturing defect, are presented after 14 working days, they will go to the ordinary warranty assistance at the European center.
The shipping costs necessary for the replacement of the products are borne by the customer.
PRODUCTS IN SUPPORT
If the customer does not collect the product within 40 working days at the end of the procedure, he will have to pay a penalty of €20.00.
The service center will be responsible for only the items in the packing list. Any extra accessories such as: phones, tablets, non-Dji accessories, etc. will be the customer's responsibility.
If the customer ships a product with missing parts, he/she will have to resend the missing parts at his/her own expense or the claim cannot be processed.
TYPES OF GUARANTEES
Below is the classification of products:
- PRODUCT PURCHASED FROM OUR STORE WITHOUT DJI CARE
The customer is covered by the standard warranty. Below you will find the full regulation:
https://www.dji.com/service/policy
The customer is entitled to the guarantee, in the periods indicated in the complete regulation, unless he was the one who caused the damage to the product.
To access the warranty, the customer must upload to the cloud all the logs present in the mobile device / tablet that he used together with the product controller. If he does not have the logs, the customer will not be entitled to the warranty. Thanks to the logs DJI can check whether or not there has been a malfunction of the product.
- PRODUCT PURCHASED FROM OUR STORE WITH DJI CARE
The customer is covered by the Kasko warranty for a period of 12 months. Below you will find the full regulation:
https://www.dji.com/service/djicare
The customer is also entitled to the guarantee for damages caused by him by paying the cost of the repair franchise. The care includes 2 assistances with franchise with different price to be specified to the customer. The price includes the outward and return costs.
The following must be specified to the customer:
-The product may be repaired or replaced with a reconditioned one with a different serial number and different activation date. For this reason, if the product is registered for specialized Enac operations, the customer must make a change to the authorization procedure at his own expense, communicating the new serial number
-The product will be sent to the parent company in Holland to the most qualified service center which will take approximately 15 working days to deliver it back.
- PRODUCT PURCHASED FROM OTHER SUPPLIERS BUT CARE REFRESH FROM US
The customer is covered by the kasko warranty for a period of 12 months. Unlike the previous point, not having purchased the drone from us but only the refresh, he will have to pay the A/R costs quantified in € 50.00 + VAT.
In this category there will also be customers who purchased the drone from us but the care refresh from the DJI.COM website.
The rest of the rules and clarifications remain unchanged from the previous point.
WARRANTY DURATION
Electronics and control unit: 24 months – Gimbal and camera: 6 months – Positioning system: 6 months – Radio control: 24 months – Batteries: 6 months with less than 200 charge cycles – Charger: 6 months – Frame: without warranty – Propellers: without warranty – Gimbal motors: 6 months – Gimbal mechanical parts: 24 months.
Consumer rights
For consumers, who are covered by consumer protection laws or regulations in their country of purchase or, if different, their country of residence, the benefits conferred by DJI's after-sales policy are in addition to all rights and remedies conveyed by such consumer protection laws and regulations, including but not limited to these additional rights.
Under European consumer law, consumers are entitled to a free repair or replacement by the seller of defective goods or merchandise that do not conform to the sales contract. In addition, the consumer may ask for an appropriate reduction in the price or the termination of the contract, if the consumer is not entitled to either repair or replacement or if the seller has not completed the remedy within a reasonable period, or if the seller has not completed the remedy without significant inconvenience to the consumer or reimbursement by the seller, for defective goods or merchandise that do not conform to the sales contract. However, the consumer is not entitled to have the termination of the contract for minor non-conformity.
For further information on consumer laws and particularities in the country of purchase or, if different, the country of residence, please visit the European Consumer Centre website at http://ec.europa.eu/consumers/ecc/index_en.htm
Customers in the EEA may contact DJI at the address above.
Civil and criminal liability for Italy lies with DJI – Industriestrasse 12, 97618 Niederlauer, Germany, or, Bijdorp-oost 6, 2992LA, Barendrecht, The Netherlands.
The warranty in case of invoicing to a company is reduced to 12 months.
To open a support request, contact us .