DJI Repair Service Workflow

If your product has a defect or has stopped working as expected, the Repair Service is your starting point. DJI inspects the product, gives you a quote if needed, and ships the fixed unit back to you.

When to use Repair Service

• Your product has a defect or malfunction outside the 30-day replacement window.
• You’ve had your product for a while, and it’s developed an issue.
• Damage occurred during normal use, and you need DJI to assess and fix it.

How to apply on DJI’s portal

1. Go to DJI’s Request Repair Service Online and click Repair Application Submission.
2. Describe the product defect in detail, what’s happening, when it started, and any conditions that trigger the issue.
3. Fill in your contact information and product details (you’ll need your serial number).
4. Submit the form. DJI’s system will automatically generate a service case for you.

What you’ll need before you apply

• Product serial number (check the package label or your DJI app under Profile > Device Management).
• A clear description of the problem; the more detail, the faster the inspection.
• Your business contact information (email and phone).
• Proof of purchase if the product is under warranty. If you bought through Candrone, your invoice from us works.

What happens after you apply

1. Repair application submission. A service case is created automatically and you’ll receive case details from DJI.
2. Product sending. Ship your product to the DJI Service Center within 7 calendar days. If you’re in a DJI cooperative carrier service area, DJI provides a shipping label. Otherwise, contact an express company and ship cash on delivery.
3. Inspection and payment. DJI assesses your product and sends you a quotation. If a manufacturing defect is found and the product is in warranty, the repair is free. Otherwise, you’ll receive a quote before any work begins.
4. Repair completed and sending back. Once payment is made (if applicable), DJI repairs your product and ships it back to you.

Things to Know for Every Service

Before you ship

• Back up your data. DJI may format internal storage during inspection. Memory cards are not affected, but don’t send them.
• Send only what’s required. The application page lists exactly which components to include. Don’t send third-party propellers, stickers, QR codes, iPads, DSLR cameras, external microSD cards, or personal accessories.
• Ship within 7 calendar days of submitting your application. Late shipments can postpone your service.

Tracking your case

You can check the status of any service case anytime on DJI’s Service Progress Inquiry page. DJI will also email and call you at the major milestones, receipt, quotation, payment, completion, and shipment, so keep an eye on your inbox and phone.

Finding your serial number

You can find your product serial number on the package label or in your DJI app: open the app, go to Profile > Device Management, select the corresponding product, and look for Aircraft SN.

Invoices and receipts

If you need a repair invoice or a flyaway invoice, contact DJI Support after you’ve made payment. For maintenance, the invoice comes from the authorized dealer where you purchased the service, if that’s Candrone, just reach out and we’ll get it to you.

Frequently Asked Questions

• How long does the whole process take?

Timing varies by service. Maintenance is typically completed within 7 working days after DJI receives your product. Flyaway cases are evaluated within 2–3 working days. Repairs depend on inspection results and parts availability.

• What if I don’t hear back from DJI?

Check DJI’s Service Progress Inquiry page first. If something looks stuck, contact DJI Support, or reach out to us at Candrone and we can help follow up.

• Can I cancel a service case after I’ve submitted it?

Yes, contact DJI Support to cancel. This is especially relevant for flyaway cases if you find your aircraft after submitting.

• Do I have to pay for shipping?

It depends. For Maintenance and Flyaway services, DJI covers shipping. For Repair, DJI covers two-way shipping if your product has a manufacturing defect under warranty, otherwise you cover the trip to DJI. For Replacement, DJI typically provides a shipping label.

• My product is an enterprise model. Is the process different?

DJI’s portal flow is the same, but for Maintenance specifically, enterprise customers go through their Enterprise dealer (that’s us) for quotation rather than the standard consumer DJI Care path. For Repair, Replacement, and Flyaway, you submit through DJI’s portal directly.

• What if the technician finds something I didn’t mention?

If DJI finds an additional malfunction outside the maintenance scope or warranty, they’ll send you the damage assessment and a price quotation. Work doesn’t begin until you accept and pay.

• Can Candrone open the application for me?

Service applications are submitted directly by the product owner through DJI’s portal, that’s how DJI verifies the product, account, and contact details. We’re happy to walk you through the form, help you prepare your information, and answer questions, but the application itself needs to come from you.

Thanks for flying with Candrone; we’re here whenever you need us.