Description
1. What is DJI Care?
DJI Care is a service that covers damage to a DJI aircraft, gimbal, or camera that occurs during normal use. If the damage occurs during normal use and during the DJI Care period, all repair costs will be covered by DJI.
2. How can I purchase DJI Care?
DJI Care can be purchased from the official DJI store. Follow the on-screen instructions to complete the order process. DJI Care activation codes can also be purchased from your local dealer or authorized reseller.
3. Does DJI Care have a deductible?
Yes, the deductible is €269 for the first replacement and €289 for the second.
4. If I have valid DJI Care, do I have to pay for the repair costs?
No, DJI Care is tied to the drone’s serial number (S/N), which means that the repair costs will be deducted from the DJI Care coverage amount. There is no additional payment required.
5. If the drone is under warranty, will the repair costs be deducted from the DJI Care coverage amount?
If the cost of repairs to the aircraft is covered by DJI under the warranty terms, nothing will be deducted from the DJI Care coverage amount.
6. How soon after purchase does DJI Care start?
DJI Care starts immediately after purchase if you purchase it separately (from the drone). If you purchase DJI Care for a brand new drone (with the drone), DJI Care starts two days after the item is shipped.
7. If I send a drone covered by DJI Care for repair, do I have to pay shipping costs?
If the shipment arrives within the DJI Care coverage area, the shipping costs will be covered by DJI. If you are located outside the DJI Care coverage area, you will be responsible for shipping costs, customs duties, and other costs.
8. Where is DJI Care available?
Currently, DJI Care is available in the United States, Canada, European Union countries, the United Kingdom, and mainland China. DJI Care coverage may expand in the future.
9. What is the difference between DJI Care and DJI Product Warranty? Is DJI Product Warranty void without DJI Care?
Product warranty repair is a service provided by the manufacturer if the product has manufacturing defects. DJI Care is a service that covers damage to a DJI drone, gimbal, or camera that occurs due to user error during normal use. DJI’s standard product warranty is still valid, even without DJI Care, but DJI Care can significantly reduce repair costs if the repair is not under warranty.
10. What does DJI Care cover?
DJI Care covers damage to the drone, gimbal, or camera caused by a fall or collision caused by the drone operator. DJI will provide free repairs if the device is sent to DJI during the DJI Care period. Accessories such as the remote control, propellers, battery, and charger are not covered by DJI Care.
11. How long is DJI Care valid for?
DJI Care is valid for one year. If you purchase DJI Care separately (i.e. after purchasing the drone), the validity period starts immediately. If you purchase DJI Care with a new drone, the validity period starts two days after the drone is delivered.
12. How many repairs does DJI Care cover?
DJI Care allows you to replace or repair your device 2 times.
13. Can I renew DJI Care if it expires? How many times can I purchase DJI Care for my drone?
No. Currently, only one DJI Care service can be associated with each drone. The service cannot be renewed after its expiration.
14. Is DJI Care tied to the original owner of the drone who purchased the service?
No. The owner of the aircraft can change, but the aircraft serial number cannot be changed in the contract.
15. I gave my aircraft to someone else. Can I transfer DJI Care?
Yes. The owner of the aircraft can change, but the serial number of the drone associated with the contract cannot. DJI is not responsible for any disputes arising from the transfer.
16. Why is it not possible to purchase DJI Care more than 48 hours after activating the drone?
If more than 48 hours have passed since the drone was activated, we can no longer determine its status.
17. I lost my electronic contract, so I don’t know my contract number. How and can I still use the repair service?
Please provide us with the serial number of your aircraft or gimbal. This will allow us to check whether your drone or gimbal is covered by DJI Care. If the damage is covered by the service, there will be no charge for the repair.
18. Is DJI Care also available internationally (for example, I purchased DJI Care in the US, but want to repair my product in a European Union country)?
No, currently DJI Care is only valid in the region selected when purchasing. However, this may not necessarily be the same region in which the drone was purchased. For example, you can purchase a drone in the US, but select Europe as the DJI Care coverage area. In this case, the US DJI representative will perform the warranty repair of the drone, while the European representative will provide DJI Care.
19. The product I purchased was replaced. Will DJI Care expire? Or can it be transferred?
If you wish to replace the product after purchase, you should inform DJI staff that you have also purchased DJI Care. DJI Technical Support djicare@dji.com will advise you on how to transfer DJI Care to another drone. DJI Care will be reinstated within two business days.
20. Can I return or exchange my DJI Care service?
DJI Care is generally not eligible for replacement or refund, except in exceptional circumstances.
Exceptions:
1) Cancellation of DJI Care is possible if the drone can be returned to DJI in accordance with the return policy. If the drone has been returned, a copy of the purchase invoice or receipt must be sent to djicare@dji.com; proof that the drone has been returned to DJI, and the serial numbers of the drone and gimbal.
Note: If the aircraft is not returned, DJI Care service cannot be canceled.
2) If the drone has flown away (flyaway) or the drone has irreparable water damage, it is possible to link an existing DJI Care contract to the new drone you purchase. Please send the serial numbers of the old drone and gimbal to djicare@dji.com and they will be added to the existing DJI Care contract.
Note: The serial numbers of the drone and gimbal linked to the purchased DJI Care cannot be changed later.
21. What does DJI Care not cover?
1) Lost or partially lost drone and accessories.
2) Stolen or forgotten drone and accessories.
3) Damage caused by flying in unsuitable flight conditions.
4) Any repairs related to water damage.
5) Repair fees for batteries, propellers, remote control or other accessories.
6) Intentionally caused damage.
7) Scratches and body damage that do not affect the flight characteristics of the drone.
8) Direct or indirect damage caused by force majeure.
9) Damage that occurs outside the DJI Care validity period.
10) Indirect damage and/or loss of profit.
11) Possible additional costs resulting from technical modifications.
12) Bodily injury and/or property damage caused by the drone.
13) Legal costs related to DJI Care.
