A short guide to point you in the right direction. The full detail is in What should I do if I need to return an item that is faulty or doesn't fit my needs?
First, are you a consumer or a business?
We sell to both and the rules differ, so this is the thing to establish before you send anything back.
You're a consumer if you bought for personal use rather than for a business or commercial operation. You're a business customer if you bought in the course of a business, trade or profession, and that includes public sector and not-for-profit organisations.
Consumer statutory rights don't apply to business purchases, and the business reporting deadline is much shorter.
If you bought as a consumer
Changed your mind? You can cancel up to 14 days after receiving the goods, then have another 14 days to send them back. See What if I change my mind about my order?
Faulty goods are separate. You have a short-term right to reject them for a full refund within 30 days of receiving them, and a right to repair or replacement after that.
On top of that we give you 30 days from receipt to ask for a return if the item just isn't right. It needs to be unused, in its original packaging unless faulty, with proof of purchase. Email [email protected] for approval first, as anything sent back without it can't be accepted.
If you bought as a business
Inspect goods immediately on delivery or collection.
Report any damage, defect or shortage within three calendar days, with full details.
Report faults before the product is used. A used product is deemed accepted.
Where a fault is confirmed, the remedy is at our discretion, whether that's repair, replacement, or a full or partial refund.
Business purchases are governed by our standard business terms and conditions, which take precedence over this summary.
What can't come back
Whichever you are: activated drones and activated software, custom-made and special-order products, online training courses and digital products once accessed, and gift cards.
For consumers that list covers change-of-mind returns, and doesn't affect your statutory rights if the item is faulty.
Don't activate until you're sure
Most refused returns come down to the drone having been activated or flown. If there's any chance you'll send it back, inspect it but leave it unactivated until you've decided. For business customers this matters even more, because using the product before reporting a fault means it's deemed accepted.
Batteries
Drone batteries are classed as dangerous goods for shipping. If your return includes them, speak to us first for the packaging and carrier instructions.
If you're unsure about any of this, contact us before sending anything back. Call 0330 111 7177 or email [email protected].
This is a summary for convenience. Where it differs from our full returns policy or your contract terms, those take precedence. Nothing here affects your statutory rights.