If you want to learn details about the benefits provided by the service plan, please check out the related content or follow the outline of the article. To use DJI Care Refresh, you can click and go to “Service Process”.
Introduction to Service Plans
DJI Care Refresh 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: DJI Care Refresh (1-Year Plan) and DJI Care Refresh (2-Year Plan).
For details about DJI Care Refresh, you can visit the DJI Care Refresh page on DJI's official website.
* Only some products are covered by DJI Care Refresh (2-Year Plan). Please refer to the products available at DJI Online Store.
Coverage Scenarios
Camera Drones: Collision, water damage, flyaway*, and natural wear.
* Only some products are covered by Flyaway Coverage. Please refer to the benefits stated in Terms of Service.
Handheld Photography Devices: Screen crash, water damage, collision, mishappen, and natural wear
Purchase Conditions
To purchase the DJI Care Refresh, any one of the conditions below shall be met:
1. Brand new and un-activated product;
2. If the product is activated:
Aircraft or gimbal activated within the last 48 hours;
Osmo/Ronin series activated within the last 30 days.
* If the product does not meet the above conditions, please apply for Online 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. For the service period of DJI Care Refresh, refer to the corresponding Service Agreement of each product (drone or gimbal).
Coverage Parts
Please refer to “Terms of Service” for details.
Supported Products & Fees
You can click on this link to learn about the products supported by DJI Care Refresh and the corresponding service fees.
Activating Your Service Plan
1. The service plan is purchased together with the new product
When DJI Care Refresh is purchased with the new product from DJI Online Store, DJI Care Refresh will be bound to your product automatically without any operation.
2. The service plan is purchased separately.
(1) When DJI Care Refresh is purchased from DJI Online Store separately, it is required to enter the product’s serial number first for binding.
(2) After purchasing the activation code or DJI Care Refresh card from a dealer, click Activate the Service and follow the instructions to activate DJI Care Refresh within the specified time*.
* Specified time: The product is not activated/within 48 hours after the aircraft and gimbal are activated/within 30 days after the handheld products are activated
Service Period
The validity period of services other than Rewards for Safe Use provided by DJI Care Refresh (1-Year Plan) will be calculated from 0:00 on the date stated in the service agreement, and the validity period is 12 months.
The validity period of Rewards for Safe Use (if applicable) is calculated from the expiration date of DJI Care Refresh (1-Year Plan), and the validity period is 12 months.
The validity period of services other than Extended Warranty and Rewards for Safe Use provided by DJI Care Refresh (2-Year Plan) will be calculated from 0:00 on the date stated in the service agreement, and the validity period is 24 months.
The validity period of the Extended Warranty service will be calculated from 0:00 of the second year on the date specified in the service agreement. It will end at the same time as the replacement service period expires. The validity period of Rewards for Safe Use (if applicable) is calculated from the expiration date of DJI Care Refresh (2-Year Plan), and the validity period is 12 months.
The date stated in the service agreement depends on the purchase and binding method of DJI Care Refresh. For details, refer to: DJI Care Refresh-FAQ
Terms of Service
You can click on this link to learn details about Terms of Service.
Service Process
Service Process for Accidental Damage
If your product specified in these terms malfunction or are damaged, it is recommended that you use “DJI Care Express”, which provides smooth replacement. After you have paid the replacement fee, DJI will ship a replacement product to you upon receiving the damaged product.
Or, you can submit an “Online Repair Request”. After receiving DJI’s quotation, select normal repair or use DJI Care Refresh Replacement service or Exclusive Repair Discounts*.
* Currently, only DJI Mavic 3 series supports the Exclusive Repair Discounts service.
Service Process for DJI Care Express and Online Repair Request
DJI Care Express
1. Register the case and pay service fees:
By selecting DJI Care Express, you choose to use the Accidental Damage Replacement service and agree that DJI will not access your damaged products during the service and will retain your original products as proof of replacement. You must pay the replacement service fee in advance to submit the case.
2. Send your product back:
Please send back all of the damaged product components corresponding to the components covered by the replacement service within three working days after submitting the case.*.
* If you are unable to provide all of the components required for the replacement service, you will be required to pay additional material costs for the missing components; otherwise, the Accidental Damage Replacement service will not be available.
3. Sign for the product:
DJI will send you brand-new or equivalent to brand-new products immediately upon receiving your damaged product. The replacement unit will be automatically bound to the DJI Care Refresh of your original product. The validity period of each service and the official warranty period of the original product will be inherited.
Online Repair Request
1. Register your case:
Please select “Repair” for the type of service during registration. By selecting Online Repair Request, you must send in the damaged product to the Official DJI Service Center. Once the service center assesses the damage, you may choose whether or not to use DJI Care Refresh and select the applicable service type.
2. Send your product back:
Send back the corresponding components within seven calendar days after an Online Service Request is submitted. To use a product Accidental Damage Replacement or an Exclusive Repair Discount service, make sure to send back the corresponding components based on the covered parts list. *
* If you are unable to send back the damaged product components corresponding to the components covered by the replacement service, you will be required to pay additional material costs for the missing components; otherwise, the product Accidental Damage Replacement service will not be available.
* If you are unable to send back the damaged product components corresponding to the components covered by the Exclusive Repair Discounts service, you will not be able to apply the product's Repair Discount to the components not provided.
3. Assess the accidental damage:
DJI Service Center will assess the damage to your product.
4. Pay service fees:
Pay for all services after confirming whether or not to use DJI Care Refresh and the type of service used.
5. Perform services:
DJI will perform services accordingly once the service fees are paid. Your original products will be returned as proof of service.
6. Sign for the products:
DJI will send out the replacement unit or repaired products when the service is completed. Replacement units supplied by DJI will be automatically bound to the DJI Care Refresh of your original product, and the validity period of each service and the official warranty period of the original product will be inherited.
Service Process for Flyaway
In the event of a flyaway, you can choose to use Flyaway Replacement service as follows.
1. Register your case:
Please select “Flyaway” for the type of service during registration. During the case registration process, you need to upload the accident flight records. If you cannot upload or find the flight records, please directly contact DJI Support.
2. Assess the type of accidental damage:
You can choose whether or not to use DJI Care Refresh and the applicable service type after the DJI Service Center has accessed the damage.
3. Complete DJI Care Flyaway Aircraft Report:
If you decide to use the Flyaway Replacement service, accident flight records need to be provided, and a DJI Care Flyaway Aircraft Report should be produced as a certificate for the replacement service.
4. Pay service fees:
Pay for all services after confirming whether or not you would like to use DJI Care Refresh and applicable services.
5. Sign for the product:
DJI will send out a replacement unit after you pay for the service. The replacement unit provided by DJI will be automatically bound to the DJI Care Refresh of your original product, and the validity period of each service and the official warranty period of the original product will be inherited.
Return and Transfer
Return
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.
Transfer
DJI Care Refresh cannot be transferred after purchase.
FAQ
1. If there are two devices A and B, and DJI Care Refresh is bound to the device A incorrectly, what should be done to bind DJI Care Refresh to the device B?
Please contact DJI Support for further help.
2. Can I get a brand new device when using DJI Care Refresh?
When using DJI Care Refresh for replacement, you can obtain either new or equivalent to new product in performance and reliability that meets the factory standards.
3. What is the difference between DJI Care Refresh and Warranty Repair Service? Can I enjoy the Warranty Repair Service if I don’t purchase DJI Care Refresh?
A product warranty is a guarantee of repair service provided by a manufacturer if any product defects are found, while DJI Care Refresh provides replacement service if damage resulting from accidental damage occurs to the product during normal use. You can still enjoy DJI’s standard product warranty without buying DJI Care Refresh.
4. I have purchased a DJI Care Refresh service plan. Why should I pay extra money for the replacement unit?
We understand your concerns regarding the replacement service fee. As part of our commitment to customer satisfaction, we aim to provide the best services to customers who have purchased DJI Care Refresh. Within the validility period of DJI Care Refresh, you can enjoy Exclusive Service and Official Warranty service without any additional fees. If an incident occurs, you can ship your device back for free. Opting for the DJI Care replacement service instead of repair services allows you to obtain a replacement unit at a low cost or pay a nominal fee for our faster and more convenient DJI Care Express service.
