To file a DJI Care Refresh claim, register a service case with DJI, pay the replacement fee for your model, and send the damaged drone back. With DJI Care Express you pay the fee up front and DJI skips the data analysis of your drone; with a standard service request, DJI receives and checks the drone first, then sends a repaired or replacement unit, typically about five working days after it arrives. In the US, the damage replacement fee is $99 for an Air 3S, $65 for a Mini 4 Pro and $49 for an Avata 2.
Before you start
- Check your plan and replacements left. See check DJI Care status.
- Gather every covered part. DJI says you must return all covered components. If parts are lost, the accidental damage replacement can't be used.
- Back up and delete your data from the drone. DJI asks you to do this before applying.
- Have your serial number, DJI account and order details ready.
Option 1: DJI Care Express (fastest)
- Register the case on DJI's Care Express page.
- Pay the replacement fee.
- Send the damaged drone back as instructed.
- Receive your replacement.
DJI doesn't run data analysis on your drone with Care Express, and it can't be used for flyaway cases. If you don't return the damaged product as required, the service can be refused.
Option 2: Request a service
- Register the case through DJI's request service page.
- Ship the drone to DJI. Two-way shipping within your country is covered.
- DJI processes it, about five working days after receiving it.
- You get a repaired or replacement product. Replacements are new or equal to new in performance and reliability.
For help with a case, DJI's US Care Refresh page lists Online Customer Service and a hotline at +1 818 235 0789, both Monday to Sunday, 6:00 to 18:00 Pacific time. We can also open and track the case for you; see our repair page.
Flyaway claims
Flyaway replacement (one on the 1-Year Plan, two on the 2-Year Plan) needs:
- The drone bound to your DJI account and its controller or goggles before the flyaway.
- A Flyaway Aircraft Report generated with the bound controller, plus the flight records.
After you pay the flyaway fee, ownership of the lost drone passes to DJI. If you find it later, DJI asks you to return it.
US and Canada replacement fees
| Drone | Damage | Flyaway |
|---|---|---|
| DJI Neo | $19 | $89 |
| DJI Flip | $39 | $176 |
| DJI Mini 3 | $39 | $169 |
| DJI Avata 2 | $49 | $199 |
| DJI Mini 4 Pro | $65 | $235 |
| DJI Air 3 | $99 | $359 |
| DJI Air 3S | $99 | $429 |
| DJI Mavic 3 Classic | $129 | $519 |
These come from DJI's published replacement fee table and can change. The plan price itself is separate. See plans like Care Refresh for Air 3S.
What DJI won't cover
From DJI's terms: deliberate damage, lost or stolen parts, damage from unauthorized repairs or modifications, damage from unauthorized third-party accessories or software, illegal use, natural disasters, and claims outside the plan's validity period.
Tips for a smooth claim
- File soon after the incident, and don't try to repair it yourself.
- Keep the flight records in DJI Fly; they help with flyaway claims.
- Pack the drone with the battery, gimbal and all covered parts.
For more on what plans include, read DJI Care Refresh explained and DJI Care Express explained. Crashed an FPV drone? Start with Avata 2 crash: what to do.
Plan terms and fees are set by DJI and can change. Check DJI's current terms for your model.
Related guides
- How to buy and activate DJI Care Refresh (48-hour rule and video verification)
- Can DJI Care Refresh be transferred to a new owner?
- DJI Care Refresh explained
- DJI Care Refresh vs drone insurance: which do you need?
- Is DJI Care Refresh still available in the US?
- Can you buy DJI Care Refresh after purchase?
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