After-Sales Service & Warranty Policy

A. Quick Summary

At D1 Store, we are committed to providing our customers with a positive shopping experience. We understand the importance of consumer rights and adhere to the Australian Consumer Law (ACL).

The ACL outlines a set of guarantees that automatically apply to goods and services purchased in Australia. These guarantees ensure you receive products that are:

1. Of acceptable quality
2. Fit for purpose (as advertised or intended)
3. Safe and durable
4. Come with instructions and warnings (if applicable)

If you encounter any issues with a product you purchased from D1 Store that doesn't meet these guarantees, you have the right to but not limited to:

1. Seek a repair or replacement
2. Request a refund

For more information about the Australian Consumer Law and Additional Remedies, you can visit the Australian Competition and Consumer Commission (ACCC) website.
We encourage you to review our returns policy for further details on how to make a claim if you are not satisfied with your purchase and encourage you to review the following policy

Please note: D1 Store cannot exclude, restrict or modify your rights under the ACL.

B. General Warranty Information

The following is a quick summary of warranty periods of different DJI Products whereby the Specified Warranty period is offered and is only eligible for new purchases made through D1 Store online or in-store. If you are experiencing any issues you believe is a warranty concern and meets the scope set in B. Limited Warranty and C. General Terms within the warranty period, please do not hesitate to email us at [email protected].

Warranty Start

Generally, DJI's Manufacturers Warranty begins once the drone has been activated, which will require the user to acknowledge DJI's terms and conditions along with their After Sales Policies.
Generally, Other Manufacturers Warranty will begin at the date of purchase on the Invoice.

To learn more about the specifics of the warranty and what it does and does not cover, please refer to section B. Limited Warranty.

Manufacturers Assistance

DJI & other manufacturers have dedicated support centers that have equipment and teams dedicated to providing support, advanced troubleshooting, and may offer remedies beyond their voluntary manufacturing period. You may therefore prefer to contact the manufacturer rather than D1 Store, although you are not obliged to do this.

2nd Year Extended Warranty (Excluding Batteries)

For purchases with the line code included in the Invoice, D1 Store or the Manufacturer will determine where the product fault is originated from and provide remedies based on the assessment.

Ex-Demo Products

D1 Store provides a limited warranty on ex-demo products for a period of three (3) months from the date of purchase. This warranty covers manufacturing defects and malfunctions that render the product unusable for its intended purpose.

The ex-demo warranty does not cover the following:
1. Cosmetic imperfections or minor wear and tear existing at the time of purchase
2. Faults or damage caused by misuse, neglect, improper installation, or modification of the product
3. Consumable items (e.g., batteries)
4. Normal wear and tear

Re-Sale of Products

The ACL guarantees provided by D1 Store (eg. Ex-Demo Products, 2nd Year Extended Warranty) generally do not extend to subsequent owners after the initial purchase. This means that if you purchase a product from D1 Store and then resell it to another person, the second buyer is not covered by the original ACL guarantees we provided. This excludes Manufacturer Provided Warranty.

C. Warranty Periods

The table below outlines the general warranty periods offered by D1 Store or the Manufacturer. Please note that these are for new products and may vary depending on the specific brand or product category. For ex-demo products, please refer to our separate Ex-Demo Warranty Policy above. For the most up-to-date warranty information, don't hesitate to contact our friendly staff or check the manufacturer's warranty included with your product.

D. Limited Warranty

The Australian Consumer Law and Your Rights

The Australian Consumer Law (ACL) protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the ACL requires that goods must be free of defects and do what they are meant to do. Services must be carried out with care and skill. These rights, which the ACL says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure.

Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

General Information

These After-Sales Policies (these “Policies”) only apply to products you purchased from D1 Store for your own use and not for resale.

By using your product, you agree to be bound by both D1 Store & DJI Policies (if applicable). If you are not eligible or do not agree to any of the Terms, do not use your product. For Refunds, please refer to our Refund Policy.

What is covered?

Under this Limited Warranty, D1 & the manufacturer warrants that each product that you purchase will be free from material and workmanship defects under normal use in accordance with the manufacturers published product materials during the warranty period. The manufacturer's published product materials include, but are not limited to, user manuals, safety guidelines, specifications, in-app notifications, and service communications.

The warranty period for different products and parts vary, for DJI Specific Products please check http://www.dji.com/au/service to verify the duration of the warranty for your particular product or parts. The warranty period for activatable products starts on the activation date whereas accessories start on the delivered date (online purchase) or invoice date (in-store purchase).

How to Obtain Warranty Service

If a product does not function as warranted during the warranty period, you may obtain after-sales service by contacting D1 Store or DJI’s local service center or through http://www.dji.com/au/support. You will need to provide a valid proof-of-purchase for the warranty service. Charges may apply for services not covered by this Limited Warranty such as a Paid Repair Service for items with User Error.

What will D1 do?

D1 will attempt to diagnose and resolve your problem by telephone, e-mail, or online chat. D1 may direct you to download and install particular software updates.

If your problem cannot be resolved over the telephone or through the application of software updates, you may be required to deliver the product to D1 or the manufacturer (DJI) for further examination. Dependent on the time period, D1 or DJI will arrange for repair or replacement service at no cost if the problem falls under this Limited Warranty.

What this After-Sales Policy Does Not Cover

× Crashes or fire damage caused by non-manufacturing factors, including but not limited to, pilot errors.
× Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with official instructions or manuals.
× Water damage or other damages caused by improper installation, incorrect use, or operation not in accordance with official instructions or manuals.
× Damage caused by a non-authorized service provider.
× Damage caused by unauthorized modification of circuits and mismatch or misuse of the battery and charger.
× Damage caused by flights which did not follow instruction manual recommendations.
× Damage caused by operation in bad weather (i.e. strong winds, rain, sand/dust storms, etc.)
× Damage caused by operating the product in an environment with electromagnetic interference (i.e. in mining areas or close to radio transmission towers, high-voltage wires, substations, etc.).
× Damage caused by operating the product in an environment suffering from interference from other wireless devices (i.e. transmitter, video-downlink, Wi-Fi signals, etc.).
× Damage caused by operating the product at a weight greater than the safe takeoff weight, as specified by instruction manuals.
× Damage caused by a forced flight when components have aged or been damaged.
× Damage caused by reliability or compatibility issues when using unauthorized third-party parts.
× Damage caused by operating the unit with a low-charged or defective battery.
× Uninterrupted or error-free operation of a product.
× Loss of, or damage to, your data by a product.
× Any software programs, whether provided with the product or installed subsequently.
× Failure of, or damage caused by, any third-party products, including those that DJI may provide or integrate into the DJI product at your request.
× Damage resulting from any non-DJI technical or other support, such as assistance with “how-to” questions or inaccurate product set-up and installation.
× Products or parts with an altered identification label or from which the identification label has been removed.

Limitation of Liability

WHEN RECEIVING SERVICE, D1 IS RESPONSIBLE FOR LOSS OR DAMAGE TO YOUR PRODUCT ONLY WHILE IT IS IN D1 POSSESSION OR IN TRANSIT, IF D1 IS RESPONSIBLE FOR TRANSPORTATION.

D1 IS NOT RESPONSIBLE FOR LOSS OR DISCLOSURE OF ANY DATA, INCLUDING CONFIDENTIAL INFORMATION, PROPRIETARY INFORMATION, OR PERSONAL INFORMATION, CONTAINED IN A PRODUCT.

UNDER NO CIRCUMSTANCES, AND NOTWITHSTANDING THE FAILURE OF ESSENTIAL PURPOSE OF ANY REMEDY SET FORTH HEREIN, SHALL D1, ITS AFFILIATES, SUPPLIERS, RESELLERS, OR SERVICE PROVIDERS BE LIABLE FOR ANY OF THE FOLLOWING EVEN IF INFORMED OF THEIR POSSIBILITY AND REGARDLESS OF WHETHER THE CLAIM IS BASED IN CONTRACT, WARRANTY, NEGLIGENCE, STRICT LIABILITY OR OTHER THEORY OF LIABILITY: 1) THIRD PARTY CLAIMS AGAINST YOU FOR DAMAGES; 2) LOSS, DAMAGE OR DISCLOSURE OF YOUR DATA; 3) SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO LOST PROFITS, BUSINESS REVENUE, GOODWILL OR ANTICIPATED SAVINGS. IN NO CASE SHALL THE TOTAL LIABILITY OF DJI, ITS AFFILIATES, SUPPLIERS, RESELLERS, OR SERVICE PROVIDERS FOR DAMAGES FROM ANY CAUSE EXCEED THE AMOUNT OF ACTUAL DIRECT DAMAGES, NOT TO EXCEED THE AMOUNT PAID FOR THE PRODUCT.

THE FOREGOING LIMITATION DOES NOT APPLY TO DAMAGES FOR BODILY INJURY (INCLUDING DEATH), DAMAGE TO REAL PROPERTY OR DAMAGE TO TANGIBLE PERSONAL PROPERTY FOR WHICH DJI IS LIABLE UNDER LAW.

AS SOME STATES OR JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.

Limitation of Warranty

TO THE EXTENT PERMITTED BY LAW, EXCEPT AS EXPRESSLY PROVIDED IN THIS LIMITED WARRANTY, D1 DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER STATUTORY, EXPRESS OR IMPLIED, INCLUDING: (A) ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, QUIET ENJOYMENT, OR NON-INFRINGEMENT; AND (B) ANY WARRANTY ARISING OUT OF COURSE OF DEALING, USAGE, OR TRADE. THE DJI ENTITIES DO NOT WARRANT, EXCEPT AS EXPRESSLY PROVIDED IN DJI LIMITED WARRANTY, THAT THE PRODUCT, PRODUCT ACCESSORIES, OR ANY PORTION OF THE PRODUCT, OR ANY MATERIALS, WILL BE UNINTERRUPTED, SECURE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS.

SHOULD SUCH WARRANTIES CANNOT BE DISCLAIMED, D1 LIMITS THE DURATION AND REMEDIES OF SUCH WARRANTIES TO THE DURATION OF THIS EXPRESS WARRANTY AND, AT DJI'S OPTION, THE REPAIR OR REPLACEMENT SERVICES PROVIDED IN THIS LIMITED WARRANTY.

SOME JURISDICTIONS MAY PROHIBIT A DISCLAIMER OF WARRANTIES AND YOU MAY HAVE OTHER RIGHTS THAT VARY FROM JURISDICTION TO JURISDICTION.

E. General Terms

General Information

D1 guarantees that, subject to the following conditions, Return & Refund Service, Replacement Service, and Warranty Repair Service can be requested. Please contact us or DJI for more details. You will be required to fill out a repair form, which should be sent to us along with the to-be-repaired unit.

Return and/ or Refund?

Please refer to our policies here

Replacement Services will not be provided where:

× Service is requested more than thirty (30) calendar days after receiving a product.
× Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.
× A product sent to DJI for replacement contains items damaged by user error.
× A product is found to have no defects after all appropriate tests are conducted by DJI.
× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
× Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
× Damage is caused by uncontrollable external factors, including fires, floods, high winds, or lightning strikes.
× Proof of damage during transit issued by the carrier cannot be provided.
× Other circumstances stated in this policy.

What to do before Obtaining After-Sales Service?

√ Follow the procedures specified by DJI as shown in the “DJI General After-Sales Service Flow” part.
√ Backup all data contained on your product’s SD card.
√ Except for flight logs, remove all data, including confidential information, proprietary information, and personal information, from the product. Or, if you are unable to remove any such information, modify the information to prevent its access by another party or so that it is not personal data under applicable law. DJI shall not be responsible for the loss or disclosure of any data, including confidential information, proprietary information, or personal information, on a product returned or accessed for warranty service.
√ Provide DJI with all system passwords, if necessary.
√ Provide DJI with sufficient and safe access to your product, so DJI can provide service as needed.
√ Remove all additional parts, alterations, and attachments not covered under warranty.
√ Ensure that the product or part is free of any legal restrictions that prevent its replacement.
√ If you are not the owner of a product or part, obtain authorization from the owner for DJI to provide warranty service.

Product and Part Replacement

When after-sales service involves the replacement of a product or part, the replaced product or part becomes D1’s property and the replacement product or part becomes your property. Only unaltered DJI products and parts are eligible for replacement.

Replacement products or parts provided by D1 may not be new, but they will be in good working order and at least functionally equivalent to the original product or part’s warranty. A replacement product or part shall be covered for the time remaining in the original product’s warranty.

Use of personal contact information and data

If you obtain service under this policy, you authorize D1 or the manufacturer to store, use, and process your flight log information and your contact information, including name, phone numbers, address, and e-mail address. You agree and understand that it is necessary for the manufacturer or D1 to collect, process and use your data to perform service under this policy. We may contact you to inquire about your satisfaction with our service or to notify you about any product recalls or safety issues. The manufacturer of D1 may request your authorization to access, use and process the vision image data that stored in your aircraft product when you decide to apply for after-sales service. If you refuse to do so, D1 or the manufacturer may not be able to provide certain after-sales service to you. In achieving these aims, you authorize D1 or the manufacturer to transfer your information to any country where we do business and to provide it to entities acting on our behalf. We may also disclose your information where required by law.

Essential Information

√ The warranty period for Return & Refund Service, Replacement Service, and Warranty Repair Service may vary with respect to your product, the part experiencing issues, or the country of purchase. Please refer to http://www.dji.com/au/service for the warranty period for your product and products in your country.
√ You are responsible for shipping costs when sending product(s) for return, repair, or replacement.
√ D1 or the manufacturer will examine the returned product(s) to identify the problem. If the problem qualifies for service under this policy, D1 or the manufacturer will bear the cost for refund, replacement, or repair and return the product(s) at our cost to you.
√ If D1 or the manufacturer determines that the issue in question is not covered by this D1 or DJI After-Sales Policy, you will have to apply for Customer Paid Repair Service. D1 or the manufacturer will not start the repair until you agree to the cost for the repair quoted by D1 or the manufacturer. If you disagree with the cost for the repair, D1 or the manufacturer will return the product(s) with you burdening the cost of return shipping.
√ Please note that products and components presented for repair may be replaced by refurbished goods of the same type rather than being repaired. These refurbished goods have been tested and are similar to brand new goods in function and appearance. If any refurbished parts or units do not meet our quality assurance requirements, brand new parts or units will be issued. Any replaced parts may come with different serial numbers.
√ Please be aware that where a product is capable of retaining user-generated data, such data may be lost during the repair process. We therefore recommend that you back up your data prior to any repair.
√ Please note that data analysis service will not be provided after warranty expiration.
√ If the aircraft is water-damaged, its performance may be severely affected, and the aircraft will be beyond repair. So a replacement service is provided, instead of repair services, if the product is sent in.
√ Before sending your product for repair, please remove any customized decorations and items on it (including but not limited to decorative stickers, UAS stickers, paintings, etc.). D1 or the manufacturer will not be responsible for any damage or loss that may occur to these customized decorations and items.
√ To guarantee your legal rights, please check whether your product is intact (check whether any damage has occurred to your product during transportation) when signing for it. If the product has a defect, please report it to us within seven (7) days of signing for it; or it will be deemed that the product you signed for is intact and fully functional.