Refund policy

Start a Return

Initiating your return is simple and convenient. Access our returns portal using your order number and email address, select the items you wish to return, and choose your preferred return method. You can either download a complimentary shipping label to send your items via carrier or return them in person at a participating DJI | Hasselblad retail store. Whichever option you select, we’ve ensured the process is smooth and hassle-free.

Start a Return

Refund Policy

You can request a refund or replacement within 14 calendar days of receiving the products subject to the below terms. If your product develops a fault outside of the 14 days you will need to contact the manufacturer directly for your warranty claim.

You can request our Return & Refund Service:

  • Within 14 calendar days of receiving a product if the product has no manufacturing defect, and is still in new resaleable condition.
  • Within 14 calendar days of receiving a product if the product has a manufacturing defect.

Return & Refund Service will not be provided where:

  • It is requested beyond 14 calendar days of receiving a product.
  • A product sent to us for refund does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e. with cracks, dents or scratches.
  • A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
  • Any fault or damage of the product is caused by unauthorised 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, waterproof marks, etc. show signs of tampering or alteration.
  • Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.
  • Other circumstances stated in this policy.

Refund Time
Refunds will be processed using the same method that was used to make the payment. The refund process will be completed in about 3-5 business days, depending on the bank or credit card issuer.

Free Gifts
If your order included free gifts, they must be returned alongside the original item. Should any gifts remain unreturned, their retail value will be subtracted from your refund total.

Bundle deals
For bundle orders that contain discounted products, refunds can only be processed for the entire order. Customers are not permitted to process separate refunds for individual products in a bundle deal.

Care Refresh Plan Codes
Care Refresh Plans can be refunded as long as the code has not been activated against a product. If you would like a refund on a Care Plan please contact our customer service team at info@dji-retail.co.uk.

Gift Cards
Gift card sales are final and are non-refundable.

Personalised Items
If an item is personalised or specifically made to order it cannot be returned or refunded unless it is faulty.

Replacement Policy

You can request our Replacement Service:

  • Within 14 calendar days of receiving the product if the product does not match the original description of the product in one or more significant respects.
  • Within 14 calendar days of receiving the product if the product suffers performance failure.

Replacement Service will not be provided where:

  • Service is requested more than 14 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 us for replacement does not include all original accessories, attachments and packaging, or contains items damaged by user error.
  • A product is found to have no defects after all appropriate tests are conducted by us.
  • Any fault or damage of the product is caused by unauthorised 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 or serial numbers 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.

Replacement Shipping
DJI-Retail shall be responsible for the two-way replacement shipping for any products sent in for replacement due to performance faults.