DJI Replacement Service Workflow

If you received your product recently and something’s wrong, the Replacement Service may be the fastest way to get a working unit. It’s available within 30 days of receiving the product, when certain conditions are met.

Eligibility

Replacement Service is available for Camera Drones, Enterprise Products, Handheld Imaging Devices, and Power Stations within 30 days of receiving the product, if you meet any of the following:

• The product sustained damage in transit (you’ll need proof of damage from the carrier).
• The product doesn’t match its original description in one or more significant respects.
• The product has a manufacturing defect.

When Replacement Service is NOT available

• The 30-day replacement window has passed.
• You can’t provide a valid legal proof of purchase, receipt, or invoice.
• Original accessories, attachments, or packaging are missing, or there’s damage attributable to user error.
• DJI’s tests find no defects.
• There are faults or damage from unauthorized use or modification, including moisture, foreign substances (water, oil, or sand), or improper installation.
• Product labels, serial numbers, or water damage indicators show signs of tampering or alteration.
• Damage was caused by uncontrollable external factors like fires, floods, high winds, or lightning.
• The product was damaged in transit but you can’t provide a proof of damage from the carrier.
• Other circumstances stated in the policy.

How to apply on DJI’s portal

1. Go to DJI’s Replacement Service page and click Replacement Application.
2. Describe the product defect and provide your information.
3. Submit the form. The system generates a service case.
4. Ship your product to the DJI Service Center using the provided shipping label, or arrange your own carrier.

What you’ll need before you apply

• A valid proof of purchase, receipt, or invoice. If you bought through Candrone, your invoice from us works.
• The original accessories, attachments, and packaging, send everything that came in the box.
• If damaged in transit: a proof of damage issued by the carrier.
• Product serial number and a clear defect description.

What happens after you apply

1. Replacement application submission. A service case is created automatically.
2. Product delivery. Ship your product to the DJI Service Center using the provided shipping label or your own carrier.
3. Assessment and replacement. DJI assesses your product. If it meets the requirements, a replacement is provided. If not, DJI contacts you to discuss alternatives, typically converting the case to a repair.
4. Replacement completed and sending back. The DJI Service Center ships the replacement unit 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.