Frequently Asked Questions

1. What is DJI Care Refresh?

DJI Care Refresh is an after-sales service plan launched by DJI, which provides you with efficient, flexible, and optional accidental damage protection solutions, allowing you to enjoy your DJI product with greater peace of mind wherever you go.

DJI Care Refresh Series service includes the following two service plans, which you can choose according to your needs. For details, please refer to the Terms of Service:

*Rewards for Safe Use provided for first purchase: If the DJI product has not used a replacement service during the term of validity of DJI Care Refresh purchased for the first time, an additional 1-year extended warranty service will be provided for your product after the current DJI Care Refresh expires. Supported product: DJI Mavic 3 Pro, DJI Mavic 3 Pro Cine, DJI Mini 2 SE, DJI RS 3 Mini, DJI Mini 3, DJI Mavic 3 Classic, Osmo Mobile 6, Osmo Mobile SE, Osmo Action 3, DJI Avata, DJI RS 3, DJI RS 3 Pro, DJI Mini 3 Pro, DJI Mavic 3, DJI Mavic 3 Cine, DJI Action 2.

*During the transition period of new and old packaging, the services displayed on the package may not be updated. After binding and activating the physical card of DJI Care Refresh, users can enjoy the upgrade benefits. Please refer to the DJI official website for the most up-to-date content of benefits.

2. Under what conditions can I purchase DJI Care Refresh?

1. First Purchase: The service plan can be purchased if the product meets one of the following criteria
   • Brand new and un-activated product;
   • Aircraft or gimbal product activated within 48 hours;
   • Handheld product activated within the last 30 days;
2. Renewal: Renew DJI Care Refresh (1-Year Plan) only if meeting all the criteria
   • DJI Care Refresh is purchased and one of the following criteria is met:
     • DJI Care Refresh (1-Year Plan) has already been purchased.
     • DJI Care Refresh (2-Year Plan) has already been purchased.
     • DJI Care Refresh (1-Year Plan) and DJI Care Refresh + have been purchased.
     • DJI Care Refresh (1-Year Plan) has been purchased and the 1-Year Plan is renewed.
   • DJI Care Refresh (1-Year Plan) purchased has not yet expired or expired within 15 days.

If the product does not meet the above conditions, please apply for video verification or contact DJI Support to send the product back. DJI Care Refresh can be purchased within 72 hours of receiving the purchasing notice.

3. Where is DJI Care Refresh available?

At the moment, DJI Care Refresh is only available to customers in the U.S., Canada, EU countries, the UK, Switzerland, Norway, Australia, Hong Kong, Taiwan, Japan, South Korea and Mainland China.
You can check whether DJI Care Refresh is available in your country on the DJI Online Store.To ensure that you can enjoy the services normally, DJI Care Refresh and the corresponding product must be purchased from the same country or region.

4. How do I purchase DJI Care Refresh?

Purchase DJI products with DJI Care Refresh (1-Year Plan) or DJI Care Refresh (2-Year Plan) together from our website.

5. Does DJI Care Refresh support international coverage?

Currently, DJI Care Refresh provides international coverage to DJI RS 3 Mini, Osmo Mobile 6, Osmo Mobile SE, Osmo Action 3, DJI Action 2, DJI OM 4, DJI OM4 SE, DJI OM 5, DJI RS 2, DJI RSC 2, DJI RS 3, DJI RS 3 Pro and DJI Pocket 2.
For the supported products which purchased from DJI official stores or any other authorized channels with a valid proof of purchase, you can enjoy replacement and warranty services, as well as the extended warranty service included in a DJI Care Refresh (2-Year) plan, at any DJI official or authorized repair centers that could provide DJI Care Refresh services once they confirmed your claim had met the service conditions. For more details, please contact DJI Support.
*For other non-supported products, DJI Care Refresh Service is only available in the country or region where the DJI Care Refresh was purchased.

6. What are the account binding and remote controller binding functions required for the DJI Care Refresh flyaway replacement service?

To make sure that your aircraft can use the flyaway replacement service, the DJI account needs to be bound with the aircaft, and the remote controller bound with the aircraft.

• Binding an aircraft with an DJI account means the owner of the account has ownership of the aircraft.
• Binding the aircraft with the remote controller records the linking relationship between the aircraft and the remote controller.

If a flyaway occurs, only the owner of the bound account can apply for the flyaway replacement service and produce the flyaway report with the bound remote controller to mark the aircraft as a flyaway.
Therefore, in order to use the flyaway replacement service on your products, please be sure to go to [Profile] - [Device Management] in the app to bind your app account with the aircraft in advance, and also to bind the remote controller with the aircraft.
The flyaway replacement service cannot be used if the flyaway aircraft was not bound with the account and remote controller, or if the account or remote controller was unbounded before the flyaway occurred.

1. Introduction to Services

All DJI Care Refresh services are provided by SZ DJI Technology Co., Ltd. or its designated affiliated companies (hereinafter referred to as "DJI").

DJI Care Refresh services may differ depending on the products. Please refer to a product’s page description when purchasing DJI Care Refresh. For the services presented in the following terms, if “Supported Product” is not marked, the service is applicable to designated DJI products that DJI Care Refresh can be purchased. If “Supported Product” is marked, the service only applies to the listed models.

Please refer to the Service Agreement sent to you after the successful binding of the service plan for the effective and expiration dates of DJI Care Refresh. The validity period for DJI Care Refresh (1 Year Plan) and DJI Care Refresh (2 Year Plan) is 12 months and 24 months, and the validity period of the various service benefits included in DJI Care Refresh is consistent with the validity period of DJI Care Refresh.

1.1 Replacement Service¹

If DJI products specified in the Service Agreement are damaged or flown away during normal use or due to accidents within the validity period, you may obtain a well functioning product from DJI after going through the replacement service procedure.

For services with a limited number of service times, one service time will be deducted after each use. DJI Care Refresh of the original product will be automatically bound to the aircraft when the service is completed. You can check the remaining service times on the Check My Service Plan page.

As the Replacement service includes DJI Care Express, by selecting DJI Care Express, you choose to use the Replacement service, and agree that DJI will not conduct data analysis for your product during the replacement service and will retrieve your original product as the proof of the replacement service.

You can apply for this service through the DJI Care Express page and pay the corresponding replacement fee.

If DJI Care Refresh purchased includes Accidental Damage Replacement service, please be sure to return all covered components when using the replacement service. If any or all of your covered components are lost, you will not be able to apply for the Accidental Damage Replacement service.

If DJI Care Refresh purchased includes Flyaway Replacement service, to make sure that your aircraft can enjoy the Flyaway service, please enter [Device Management] in the app to bind your DJI account with the aircraft and remote control device (remote controller or goggles) as soon as possible. For the aircraft that is not associated or bound or either association or binding is cancelled once done, you will not be able to apply for the Flyaway Replacement service if the flyaway incident occurs.

If you decide to use the Flyaway Replacement service, a DJI Care Flyaway Aircraft Report should be produced and accident flight records need to be provided. You may not use the Flyaway Replacement service if you are unable to provide the accident flight records or cannot complete the DJI Care Flyaway Aircraft Report. After a DJI Care Flyaway Aircraft Report is produced, the flyaway aircraft will be restricted from use. If the aircraft is found before paying the replacement fee, you can contact DJI to cancel the DJI Care Flyaway Aircraft Report, and then your product can be used normally again. If you have already paid the replacement fee, the ownership of your original aircraft will be transferred to DJI, and the DJI Care Flyaway Aircraft Report cannot be canceled. If you obtain the aircraft again, please send it back to DJI.

You can apply for this service through the Flyaway Service page.

1.2 Official Warranty

If any performance failure not attributable to user errors has occurred to any DJI product specified in the Service Agreement, the material and labor costs incurred shall be borne by DJI², provided that the product is returned to DJI or an official DJI authorized service center within the validity period of DJI Care Refresh.

You can apply for the repair service through the Request Repair Service Online page.

1.3 Exclusive Repair Discounts

DJI products and accessories specified in these terms sent along for repair are entitled to exclusive discounts within a certain quota if they are damaged during the validity period under normal use or due to an accident. The repair amount is accumulated, and if it exceeds the limited repair quota or number of services, the Exclusive Repair Discounts cannot be used.

If DJI Care Refresh purchased includes the Exclusive Repair Discounts service, please be sure to return all covered components when using the service. If any or all of your covered components are lost, you will not be able to apply for the Exclusive Repair Discounts service.

You can apply for the service through the Request Repair Service Online page.

1.4 Factory Maintenance

DJI offers maintenance covering basic inspections, upgrades, calibrations, deep cleaning, and easily worn part replacement for products specified in the Service Agreement within the validity period.

If DJI Care Refresh purchased includes the Factory Maintenance service, please be sure to return all covered components when using the service. If any or all of your covered components are lost, you will not be able to apply for the Factory Maintenance service.

You can apply for this service through the Maintenance Service page.

1.5 International Warranty Service

If DJI products specified in the Service Agreement are provided with International Warranty Service (please refer to the FAQ for supported models) from DJI official stores or any other authorized channels with valid proof of purchase, you can apply for services at any of the global DJI official service centers that provide DJI Care Refresh services once DJI Support confirms that the product fault falls within the scope of service. The determination rules and the terms of service are subject to the country or region where you purchased DJI Care Refresh.

If DJI products specified in the Service Agreement are not entitled to the International Warranty Service, services will be only available in countries or regions selected at the time of purchase of DJI Care Refresh.

2. Service Scope

2.1 Scenarios Within the Service Scope

The following is the scope of coverage for DJI Care Refresh. Any expenses incurred outside the scope of coverage will be handled at your own expense.

1. Replacement Services cover the main components of the product damaged during normal use or due to accidents, and components are defined below:

• For DJI Avata, DJI Air Series, DJI FPV, DJI Mini Series, DJI Mavic Series, and Spark Series: aircraft, gimbal and camera, propellers and battery;
• For Osmo Mobile Series: gimbal, magnetic phone clamp, grip tripod and built in battery;
• For DJI OM Series, DJI Pocket 2, and Osmo Series: main body and battery;
• For DJI Action 2 Dual Screen Combo: camera unit and front touchscreen module; For Power combo: camera unit and power module;
• For DJI RS 2, DJI RSC 2, and Ronin Series: gimbal and grip;
• For DJI RS 3 Mini: gimbal, quick release plate, and tripod;
• For DJI RS 3: gimbal, BG21 grip, lens fastening support, USB C charging cable (40 cm); extended grip/tripod (plastic), quick release plate, multi camera control cable (USB C, 30 cm), and screw kit;
• For DJI RS 3 Pro: gimbal, BG30 grip, USB C charging cable (40 cm), lens fastening support, extended grip/tripod (metal), quick release plate, briefcase handle, multi camera control cable (USB C, 30 cm), screw kit, and carrying case;
• For Phantom Series: aircraft, gimbal and camera, and propellers;
• For Inspire 2: aircraft and propellers;
• For Zenmuse Series: gimbal and camera;

Quantity of the above replacement components (if applicable): aircraft ×1, gimbal ×1, battery ×1, and propellers (pair) ×2.

2. Exclusive Repair Discounts cover the damage or loss of the product and structural parts sent back together, which occur during normal use or due to accidents. The main components are defined below: aircraft ×1, gimbal and camera ×1, propeller (pair) ×2, and battery ×1.

3. Official Warranty covers the following components for performance failure due to non user error:

• For DJI Avata, DJI Air Series, DJI FPV, DJI Mini Series, DJI Mavic series, Spark Series, and Phantom Series: main controller, gimbal and camera, vision positioning system module, and propulsion system (excluding the propellers);
• For Osmo Action 3: camera unit and battery;
• For DJI Pocket 2 and DJI Osmo Action: camera unit;
• For DJI Action 2 Dual Screen Combo: camera unit and front touchscreen module; For Power combo: camera unit and power module;
• For Osmo Mobile Series: gimbal and built in battery;
• For Osmo Pocket, Osmo +, and Osmo: gimbal and camera, and handle;
• For DJI OM Series and Osmo Mobile Series: main body;
• For DJI RS 2, DJI RSC 2, DJI RS 3 Mini, DJI RS 3, DJI RS 3, DJI RS 3 Pro and Ronin series: gimbal, gimbal motor, and grip (if applicable);
• For Inspire 2: aircraft (excluding gimbal and camera, battery);
• For Zenmuse Series: gimbal and camera (including lens).

4. Factory Maintenance offers preventative repair for the full set of products, including basic inspections, upgrades, calibrations, cleaning, and easily worn part replacement. The full set of products is defined below: aircraft ×1, gimbal and camera ×1, propellers (pair) ×2, battery ×1, and remote controller ×1.

Easily worn parts are defined below:
DJI Mavic 3 and DJI Mavic 3 Cine: propellers, gimbal rubber damper, lens protector, and windshield baffle.

2.2 Exclusions

The losses, expenses, and liabilities listed below are not covered by any of the DJI Care Refresh services:

1. Any parts that are specified as not covered by the service;
2. Damage to non DJI products;
3. Damage caused by using the DJI product with a non DJI product or third party accessory/software that is not authorized by DJI;
4. Some or all of the DJI product’s parts that are covered by the service have been stolen, looted, or discarded;
5. Service requests not covered under the validity period of DJI Care Refresh;
6. Damage to components caused by unauthorized repair or replacement;
7. Damage to the product caused by deliberate actions;
8. Damage due to modification or disassembly of the product that is non compliant with official documentation or unauthorized by DJI;
9. Damage to the DJI product caused by using the product to engage in illegal activities;
10. Damage caused by natural disasters, war, military action, riot, coup, rebellion, and terrorist activities;
11. Damage to the DJI product caused by nuclear radiation, nuclear explosion, nuclear pollution, or other radioactive pollution;
12. Technical enhancements or performance improvements for DJI products are provided at an extra fee;
13. Indirect loss and/or anticipated profit in any form;
14. Personal injury and/or property loss to the customer or any other people caused by the DJI product;
15. Any litigation, arbitration, and relevant expense related to each service liability.

The following losses, expenses and liabilities are also not covered by the Official Warranty service:

1. Some or all of the DJI product components that are covered by the service are lost;
2. Personal injury or property damage to the user or other personnel caused by the product;
3. Damage to the product that is not caused by quality issues;
4. Damage to the product caused by flights in unsuitable conditions (including but not limited to meteorological and hydrological environments) or operation not in accordance with the recommended use, as outlined in the product’s user manual;
5. Product damage caused by violation of drone airworthiness requirements;
6. Damage to the DJI product caused by installation, usage, or operation not in accordance with the recommended use, as outlined in the product’s user manual;
7. Damage to the DJI product resulting from using a defective battery;
8. Natural wear or damages on component surface, shell, or landing gear that do not influence the product's performance;
9. Other situations not covered by the free warranty service are listed in DJI's after sales service policies.

3. Termination of Services

DJI has the right to refuse to provide services in case of any of the following circumstances:

1. Products for which service is required are purchased from non DJI official or authorized channels;
2. DJI Care Refresh and the corresponding product are not purchased from the same country or region;
3. The service is applied outside of the coverage area;
4. The date when you apply for the service is not within the validity period of the service.
5. Failure to apply for services in accordance with the service process.

In the case that DJI has fully fulfilled the obligations of the DJI Care Refresh service, the service will be terminated under one of the following circumstances:

1. The coverage period agreed upon for each service has been reached;
2. The number of coverage times agreed upon for each service has been reached;
3. The user has requested to exit DJI Care Refresh, and the request has been confirmed by DJI.

4. Return and Transfer DJI Care Refresh

If your DJI product is returned in accordance with DJI Official Return Policy, you may apply to return your DJI Care Refresh. If your DJI product has not been returned, or one or more services under DJI Care Refresh have been used, then you cannot return DJI Care Refresh.

DJI Care Refresh cannot be transferred after purchase.

Notes:
1. If you choose to use the replacement service, DJI will provide a replacement product of the same model as yours, and the replacement product is brand new or equivalent to brand new product in performance and reliability.
2. The fees of two way shipping fee incurred in the country or region where you apply for the above service will be borne by DJI. If you need to send your product back internationally or across regions, you must first obtain the consent of DJI, and any tariffs and customs clearance, shipping, and other fees shall be borne by you. DJI has the right to refuse to provide this service if any of the above criteria is not met.
3. In the event of any damage to components outside the coverage scope of easily worn parts, the material and labor costs involved shall be borne by you personally or using other services.