Frequently Asked Questions

1. What is DJI Care Refresh?

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

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

Service Supported Product 1-Year Plan 2-Year Plan
Product Replacement
If damage or product loss occurs during normal use or due to an accident, after completing the replacement service process, you can receive a functional product from DJI.
*Including the payment of an additional replacement fee. Click here to see the replacement fee.
For damages: All models
For product loss scenarios, click here to see the details.
Two replacements in one year
*Can be used once for a product loss scenario
Four replacements in two years
*Can be used twice for a product loss scenario
Official Warranty
Free repair service is provided by DJI if the covered parts malfunction due to non-user error while DJI Care Refresh is within the validity period. Refer to the Terms of Service for specific coverage parts.
All models The covered parts are eligible for official warranty when the 1-year plan is within the validity period. The covered parts are eligible for official warranty when the 2-year plan is within the validity period.
Exclusive Repair Discounts
If major products or accessories are damaged during normal use or due to accidents, both the product and accessories sent together for repair are eligible for exclusive discounts within a certain quota.
DJI Mavic 3
DJI Mavic 3 Cine
Twice a year Three times in two years
Factory Support
DJI repair services offer factory support covering essential inspections, upgrades, calibrations, cleaning, and replacement of easily worn parts to keep your aircraft in top condition.
DJI Mavic 3
DJI Mavic 3 Cine
Once a year Twice in two years

*Rewards for safe usage provided for the first purchase: If the DJI product has not utilized the replacement service during the validity of the originally purchased DJI Care Refresh, an additional 1-year warranty extension service will be provided for your product after the expiration of the current DJI Care Refresh. Supported products: 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 transitional period of the new and old packaging, the services displayed on the packaging may not be updated. After the commitment and activation of the physical DJI Care Refresh card, users can enjoy the upgrade privileges. Please refer to the official DJI website for the most up-to-date information on benefits.

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

  1. First purchase: The service program can be purchased if the product meets one of the following criteria:
    • Brand new and unactivated product
    • Aircraft or gimbal activated within 48 hours
    • Handheld product activated within the last 30 days
  2. Renewal: Renew DJI Care Refresh (1-year plan) only if all criteria are met:
    • DJI Care Refresh was 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) was purchased and the 1-year plan has been renewed.
    • The purchased DJI Care Refresh (1-year plan) has not yet expired or has expired within the last 15 days.

If the product does not meet the above conditions, apply for video verification or contact DJI support to return the product. DJI Care Refresh can be purchased within 72 hours of receiving the purchase notification.

3. Where is DJI Care Refresh available?

DJI Care Refresh is currently only available to customers in the US, Canada, EU countries, UK, Switzerland, Norway, Australia, Hong Kong, Taiwan, Japan, South Korea and mainland China.
You can check if 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 can I purchase DJI Care Refresh?

Buy DJI products together with DJI Care Refresh (1-year plan) or DJI Care Refresh (2-year plan) from our website.

5. Does DJI Care Refresh support international coverage?

DJI Care Refresh currently 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 supported products, purchased from official DJI stores or other authorized stores with valid proof of purchase, you can enjoy replacement and warranty services, as well as the extended warranty service included in a DJI Care Refresh program (2-year program) at any official or authorized DJI repair center that could provide DJI Care Refresh services after confirming that your claim met the service requirements. For more details, please contact DJI Support.

*For other unsupported products, DJI Care Refresh service is only available in the country or region where DJI Care Refresh was purchased.

6. What are the account binding and remote controller binding functions required for the product loss scenario replacement service of DJI Care Refresh?

To ensure that your aircraft can utilize the product loss scenario replacement service, the DJI account must be linked to the aircraft, and the remote controller must be connected to the aircraft.

  • Binding an aircraft to a DJI account means that the account holder has ownership of the aircraft.
  • Connecting the aircraft to the remote controller records the connection relationship between the aircraft and the remote controller.

If a product loss scenario occurs, only the account holder can apply for the product loss scenario replacement service and generate the product loss scenario report with the connected remote controller to mark the aircraft as lost.
Therefore, to use the product loss scenario replacement service for your products, make sure to go to [Profile] - [Device Management] in the app to bind your app account to the aircraft in advance and also connect the remote controller to the aircraft.
The product loss scenario replacement service cannot be used if the aircraft was not bound to the account and remote controller or if the account or remote controller was not bound before the loss occurred.


Terms of Service

  1. By purchasing DJI Care Refresh, you acknowledge that you have read, understood and agreed to the Terms of Service.
  2. 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.
  3. After using the services provided by DJI Care Refresh, if the product serial number is changed, the product will automatically commit to the DJI Care Refresh of the original product and inherit the validity period of each service and its official warranty period original product product.
  4. The serial number of your DJI product and its accessories is important for using DJI Care Refresh. Please keep the information to yourself. If your DJI product serial number is lost or stolen, you will bear the corresponding consequences and responsibilities.
  5. Before applying for DJI Care Refresh services, please go to the DJI Privacy Policy page and read DJI's privacy policy carefully. By applying for the service, you acknowledge that you have read, agree to and comply with this Privacy Policy, authorize you to provide DJI with your personal information and product information you complete, and authorize DJI to use such information when providing services to you. Personal information includes, but is not limited to, your name, telephone number, email and address. Product information includes, but is not limited to, your product model and serial number, product settings data, flight mode data, and flight environment and location data.
  6. Before applying for DJI Care Refresh services, please back up and/or delete all data installed or recorded on your product, including but not limited to images, videos, and installed software packages and third-party software on built-in memory and cards SD. If any such information cannot be deleted, modify it to prevent others from obtaining it or exclude it from the definition of personal data under applicable law. If you fail to delete this information, DJI will inevitably have access to this information while providing the service and may delete this data as a result of the service. DJI is not responsible for any loss or disclosure of data from any product you have sent back to DJI or any product you have repaired by DJI.
  7. DJI may change or disconnect the product's remote control device (remote controls or goggles) during services. When you receive the repaired product or replacement unit, immediately connect the app to check the remote control device binding status and re-connect a remote control device or change the connected remote control device if necessary. You do not need to remove the device from the reserved account.
    The settings of the associated account directly affect the control and use of the product. The product can be connected and used by anyone after the associated account is removed. Use this function with caution.

1. Introduction to services

All DJI Care Refresh services are provided by SZ DJI Technology Co., Ltd. or its designated affiliates ("DJI").

DJI Care Refresh services may vary by product. Please refer to a product page description when purchasing DJI Care Refresh. For the services presented in the following terms, if "Supported Product" is not marked, the service applies to the specified DJI products that can be purchased DJI Care Refresh. If "Supported Product" is marked, the service only applies to the models listed.

Please refer to the Service Agreement sent to you after successfully pledging the service plan for the DJI Care Refresh effective and expiration dates. 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 services included in DJI Care Refresh is consistent with the validity period of DJI Care Refresh.

1.1 Replacement service1

If the DJI products specified in the Service Agreement are damaged or lost during normal use or due to accidents within the validity period, you may obtain a product in good working order from DJI after completing the replacement service process.

Service Details 1-year Program 2-year Program
Number of replacements 2 (including 1 flyaway) 4 (including 2 flyaway)
Replace end Get a replacement product by paying a replacement fee. Click here to see the replacement fee.

For services with a limited number of services, one service charge will be deducted after each use. DJI Care Refresh of the original product will automatically connect 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 choosing DJI Care Express, you choose to use the replacement service and agree that DJI will not analyze your product data during the replacement service and will retrieve your original product as proof of replacement service.

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

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

If the DJI Care Refresh you purchased includes a replacement service in a product runaway scenario, to ensure your aircraft can enjoy this service, please enter Device Management in the app to link your DJI account to the aircraft and the remote control device (remote control or glasses) as soon as possible. For the aircraft that is not associated or bound or the association or binding is canceled once it is completed, you will not be able to apply for the product runaway scenario replacement service if the flight incident occurs.

If you decide to use the Product Runaway Replacement Service, a DJI Care Flyaway Aircraft Report must be created and accident flight records provided. You may not use the Product Runaway Replacement Service if you cannot provide your accident flight records or you cannot complete the DJI Care Flyaway Aircraft report. Once a DJI Care Flyaway Aircraft report is created, use of the aircraft will be restricted. If the aircraft is found before you pay 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, ownership of your original aircraft will be transferred to DJI and the DJI Care Flyaway Aircraft report cannot be cancelled. If you receive the aircraft back, please send it back to DJI.

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

1.2 Official Warranty

If any performance failure occurs that is not attributed to user errors in any DJI product specified in the Service Agreement, the cost of materials and labor incurred will be borne by DJI2, provided that the product is returned to DJI or an official authorized DJI service center within the validity period of DJI Care Refresh.

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

1.3 Exclusive repair discounts

The DJI products and accessories specified in these terms that are sent together for repair are eligible for 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 accumulates, and if it exceeds the limited repair limit or the limited number of services, the exclusive repair discounts cannot be used.

Service Details 1-Year Plan 2-Year Plan
Number of Services 2 3
Supported Product DJI Mavic 3 and DJI Mavic 3 Cine

If the DJI Care Refresh you purchased includes the exclusive repair discounts service, make 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 repair service through the page Request Repair Service Online.

1.4 Factory support

DJI offers support that covers basic inspections, upgrades, calibrations, deep cleaning, and replacement of easily worn components for products specified in the Service Agreement within the validity period.

Service Details 1-Year Plan 2-Year Plan
Number of Services 1 2
Supported Product DJI Mavic 3 and DJI Mavic 3 Cine

If the DJI Care Refresh you purchased includes the Factory Support service, make 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 Support service.

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

1.5 International warranty service

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

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

2. Scope of service

2.1 Scenarios within the scope of the service

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

1. The replacement services cover the main components of the product that have been damaged during normal use or due to accidents, and the components are defined below:

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

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

2. The exclusive repair discounts cover damage or loss of the product and structural parts returned together, arising during normal use or due to accidents. The main components are defined below: aircraft ×1, gimbal and camera ×1, propellers (pair) ×2, and battery ×1.

3. The official warranty covers the following items for performance failure due to non-user error:

  • For the 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 unit, and propulsion system (excluding propellers).
  • For the Osmo Action 3: camera unit and battery.
  • For the DJI Pocket 2 and DJI Osmo Action: camera unit.
  • For the DJI Action 2 Dual Screen Combo: camera unit and front touchscreen unit. For the Combo Power: camera unit and power unit.
  • For the Osmo Mobile series: gimbal and built-in battery.
  • For the Osmo Pocket, Osmo+, and Osmo: gimbal, camera, and handle.
  • For the DJI OM series and Osmo Mobile series: main body.
  • For the DJI RS 2, DJI RSC 2, DJI RS 3 Mini, DJI RS 3, DJI RS 3 Pro, and Ronin series: gimbal, gimbal motor, and handle (if applicable).
  • For the Inspire 2: aircraft (excluding gimbal, camera, and battery).
  • For the Zenmuse series: gimbal and camera (including lens).

4. The factory support provides preventive maintenance for the complete set of products, including basic inspections, upgrades, calibrations, cleaning, and replacement of easily worn components. The complete set of products is defined below: aircraft ×1, gimbal and camera ×1, propellers (pair) ×2, battery ×1, and remote controller ×1.

The easily worn components are defined below:
DJI Mavic 3 and DJI Mavic 3 Cine: propellers, gimbal rubber damper, lens cover, and gimbal cover.

2.2 Exceptions

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

  1. Any spare parts identified as not covered by the service.
  2. Damage to products that are not DJI.
  3. Damage caused by using the DJI product with non-DJI products or unauthorized third-party accessories/software.
  4. Some or all of the DJI product components covered by the service have been stolen, looted, or discarded.
  5. Service requests that are not covered by 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 does not comply with the official documentation or is not authorized by DJI.
  9. Damage to the DJI product caused by using the product to participate in illegal activities.
  10. Damage caused by natural disasters, war, military action, riots, coups, insurrections, and terrorist activities.
  11. Damage to the DJI product caused by nuclear radiation, nuclear explosion, nuclear contamination, or other radioactive contamination.
  12. Technical improvements or performance enhancements for DJI products are provided at an additional charge.
  13. Indirect damage and/or lost profits in any form.
  14. Personal injury and/or property loss to the customer or other individuals caused by the DJI product.
  15. Any disputes, arbitration, and related expenses related to any obligation to provide services.

The following losses, expenses, and liabilities are also not covered by the official warranty service:

  1. Some or all items of the DJI product covered by the service have been lost.
  2. Personal injury or material 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 flying in unsuitable conditions (including, but not limited to, meteorological and hydrological environments) or operation not in accordance with the recommended use as described in the product's user manual.
  5. Product damage caused by violation of the drone airworthiness requirements.
  6. Damage to the DJI product caused by installation, use, or operation not compliant with the recommended use as described in the product's user manual.
  7. Damage to the DJI product due to the use of a defective battery.
  8. Normal wear and tear or damage to the surface of the component, shell, or landing gear that does not affect the performance of the product.
  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 service in any of the following circumstances:

  1. The products for which service is required were purchased from unofficial or unauthorized DJI stores.
  2. DJI Care Refresh and the corresponding product were not purchased from the same country or region.
  3. The service is applied outside the coverage area.
  4. The date on which you apply for the service is not within the validity period of the service.
  5. Failure to apply for services according to the service procedure.

If DJI has fully fulfilled its obligations under the DJI Care Refresh service, the service will terminate in one of the following cases:

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

4. Returning and transferring DJI Care Refresh

If your DJI product is returned in accordance with the Official DJI Return Policy, you can apply for a refund of DJI Care Refresh. If your DJI product has not been returned or if one or more services have been used under DJI Care Refresh, 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 a brand new product in performance and reliability.
  2. The two-way shipping fees 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 to various regions, you must first obtain DJI's consent, and any invoicing, customs clearance, shipping, and other charges will be your responsibility. DJI reserves the right to refuse to provide this service if any of the above criteria are not met.
  3. In the event of any damage to components outside the coverage of easily damaged components, the relevant material and labor costs will be personally incurred by you or handled through other services.
Product added to wishlist