Returns and Cancellations

Returns

Returns will be accepted within 15 days of receipt of an item given that it is not damaged by the user. DJI-branded products that bear a serial number are subject to a 15% restocking fee if the packaging is open. The customer is responsible for return shipping and handling fees for returns.

 

Unopened and Sealed Products Returns

Returned merchandise can be exchanged for identical replacements or a refund of the purchase price within 15 days of purchase if they are unopened and factory sealed.

 

Coinbase Purchases

Purchases made on our online store using Coinbase are subject to slightly different policies when returning an item or cancelling an order. Please ensure you are aware of these policies prior to making your purchase.

Should you request to cancel an order or return an item purchased with Coinbase, the refund will be processed using the Cryptocurrency you selected when you made your purchase. You will receive a refund based on the Canadian Dollar amount you paid for the order, not the amount of the Cryptocurrency. Coinbase returns are subject to restocking fees if the product is open just like any other purchase IN ADDITION to network fees that are charged by Coinbase in order to process the transaction. You will receive a refund minus any applicable restocking fees and network fees. In order to process a refund, we will require the wallet address of the Cryptocurrency you used to initially make your purchase. We may require additional information from you to identify you and ensure you are the person that placed the order. To process a refund to Coinbase, we will require your wallet address. When providing us with your wallet address, it is absolutely critical that you do not make any mistakes as any refunds made to a wallet that you do not have access to are not reversible at any time. DJI Shop Canada accepts absolutely zero responsibility for refunds made to wallet addresses that were incorrectly provided. 

 

Digital Items

Digital products sold through our store are final sale and are not returnable/refundable at any time or for any reason. This includes but is not limited to DJI Care Refresh, ProRes and CinemaDNG activation licenses, DJI software licenses and other digital items.

 

Special Order Items

Products sold through our online store that are marked as "Special Order" are final sale and are ineligible for return or refund at any time. The only exception is for items that are defective out of the box, which must be returned no later than 15 days after the item has been received.


Clearance

Items marked as "Clearance" are sold as-is and are final sale. Items that are defective will be exchanged if still available or refunded if no longer available.

 

DOA Policy

If the product you receive is Dead on Arrival (DOA), we will replace the product within 15 days of delivery, and we will cover the shipping costs. Merchandise cannot be returned if it has been damaged as a result of improper use or accident. Please contact us for an RMA number prior to shipping your product(s) to us. 

  • Please read the following shipping instructions carefully. Product that arrives damaged in shipment, without an RMA number or without appropriate warranty information, will be, returned to the sender non-repaired. Products, damaged through neglect due to improper packaging or in shipment, will have the warranty voided and will be processed and returned to you non-repaired. Note: An example of improper packaging would be sending a product back in an envelope.

  • All products require stable and sufficient packing material, needed to protect the product from ESD (Electro Static Discharge) influences and possible damage during transport. Required Packaging Steps:

  • A. Place item in ESD (Electro Static Discharge) Bag (For electronics only.)
    B. Wrap with 2 inches of bubble wrap or non-movable foam cushioning
    C. Place in sturdy cardboard box. Do not use chipboard, as it is not strong enough to withstand the rigors of transit. Please make sure the corrugated carton is free from defects and is structurally sound. Note: Returning an item in an envelope, will void the warranty.
    D. Please write the Return Material Authorization number on outside packaging, on three sides in bold print.
    E. When shipping multiple items, each item must be, packed as above, items must not directly touch each other and cannot move inside the packaging. All products must be, packed in individual anti-static bags and in a sturdy cardboard box. Please utilize original packaging when available. DO NOT USE peanuts or packing material that can shift or settle during transit. Warning: Returning an item in an envelope, will void the warranty.

  • Send your product to the address located on our Our-store Store Page. Retain a record of your RMA number and all tracking/shipping numbers for your records. This will allow Multirotorheli to better serve you with possible inquiries.

  • Your Return Material Authorization number must be visible on 3 sides of the box. Any package sent in without an RMA number will be returned to you non-repaired.

  • Use a traceable carrier. Use a traceable carrier for transport or a signed for service (i.e., Airborne, Fed Ex, UPS, XpressPost, etc.) with the post office (Canadian customers only) as they provide you with a tracking number and proof of delivery. The cost of sending an item to our service center for warranty service, is paid by the customer. Multirotorheli pays for the return shipment. If upon arrival your products are out of warranty the shipment will be returned to you at YOUR COST.

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