Return & Refund Policy

I. CONDITIONS FOR PRODUCT RETURNS AND EXCHANGES

Customers purchasing from store-dji.vn may return or exchange a product when all of the following conditions are met:

1. Return/exchange period:

Within seven days from the date the customer signs to acknowledge receipt of the product.

2. Product condition:

The product is intact, has all protective seals and labels, and includes the manufacturer's complete original box.

All included accessories, charging cables, user manuals, and promotional gifts, if any, are complete.

The product has not been dropped, dented, scratched, exposed to water, short-circuited, burned, tampered with, or disassembled without authorization.

3. Proof of purchase:

A purchase invoice, warehouse release note, or order confirmation matching store-dji.vn's system is available.

II. ACCEPTED RETURN AND EXCHANGE CASES

1. Manufacturer defect (hardware/technical defect):

The product develops a technical fault immediately after unboxing and first use.

Mandatory condition: The defective product must be inspected and assessed, and a defect confirmation report must be issued by an official DJI Authorized Service Center in accordance with DJI's regulations.

2. Fault attributable to the seller / shipping provider:

The product is broken or deformed while being transported to the customer.

The delivered product is the wrong model or type, or components/accessories are missing compared with the website order. In this case, the customer must provide an unboxing video as evidence.

III. CASES NOT ELIGIBLE FOR RETURN OR EXCHANGE

More than seven days have passed since receipt of the product.

The customer changes their mind or is dissatisfied after the device has been opened or activated.

The fault is caused by the user, including a crash or impact, water damage, use of an incorrect power supply, failure to follow the manufacturer's instructions, or an unauthorized incompatible software upgrade.

The device has been repaired or had components replaced without authorization at a service center not authorized by DJI.

Note: If the product is ineligible for return or exchange because the conditions have not been met, it will be handled under DJI's repair warranty process, with or without charge depending on its condition.

IV. RETURN AND EXCHANGE PROCESS

Step 1 - Submit a return/exchange request:

The customer contacts Customer Service by hotline or email and provides the order number together with a video or images clearly showing the fault.

Step 2 - Submit for manufacturer assessment:

The customer sends the product to store-dji.vn's receiving address.

On the customer's behalf, store-dji.vn sends the device to a DJI Authorized Service Center for diagnostics and determination of the cause of the fault.

The assessment time depends on the DJI Service Center's process and is normally 3-7 working days.

Step 3 - Process the return/exchange:

If DJI confirms a manufacturer defect classified as DOA (Dead on Arrival), store-dji.vn will provide a 100% new replacement device, or a new aircraft body where applicable under DJI's policy for that product line.

If DJI confirms that the fault was caused by the user, the return/exchange request will be rejected. DJI will provide a quotation for a paid warranty repair, and the information will be sent to the customer for a decision.

V. RETURN AND EXCHANGE COSTS

Manufacturer defect / shipping damage: store-dji.vn pays 100% of two-way shipping costs for the return or exchange.

User-caused fault or an item sent back without meeting the return conditions: the customer must pay two-way shipping costs and any device inspection fees applied by DJI.

VI. REFUND POLICY

1. Eligible cases:

The customer qualifies for a new replacement, but store-dji.vn is out of stock or DJI has discontinued that product line, and the customer does not agree to exchange it for an equivalent product.

Delivery is delayed beyond the committed time due to a shipping fault as provided in the Shipping & Delivery Policy.

2. Refund method:

Direct bank transfer to the customer's bank account, which must match the name of the purchaser or payer.

3. Refund period:

Within 3-5 working days from the date a refund agreement is reached.

VII. SUPPORT CONTACT INFORMATION

For questions or requests to check order progress, please contact:

Company: Sumo Solutions Vietnam Company Limited

Hotline: 0789 133 911

Email: sale01@sumosolutions.vn

Address: 40-42 Hung Gia 2, Phu My Hung, Tan Hung Ward, Ho Chi Minh City.