Getting the detail right at the start is what speeds a repair up. Most of the delay in a repair case comes from us having to go back and ask for things.
What to send us
the serial number of the aircraft or payload
where and when you bought it
what the fault is, and what you were doing when it happened
any error message on the controller or in the app
photos or video of the damage or the error
flight logs, if you have them
Send it to [email protected].
What happens then
Our technical team look at what you've sent and tell you whether it's something you can sort yourself, whether it needs to come in to us, or whether it has to go back to the manufacturer.
If it needs to come in, we'll confirm where to send it and how to pack it. Please don't send anything before we've confirmed, as unbooked deliveries slow the whole thing down.
Once it's with us we inspect it and work out the cause. Only after that can anyone tell you what the repair involves. If it's covered by warranty we'll say so, and if it isn't we'll quote before doing any chargeable work. There's more on pricing in How much will it cost to repair my drone?
When you've approved it, the work goes ahead and we arrange the return.
How long it takes
Repairs we do in house are usually quicker than anything that has to go back to the manufacturer, and parts availability is often what decides it. We'll give you a timeframe once the assessment is done rather than guessing at the start.
A couple of things to watch
Drone batteries are classed as dangerous goods for shipping, so don't post them without speaking to us first. We'll confirm the packaging and carrier.
And if the item is newly delivered, this may be a return rather than a repair. The deadlines are different for consumers and business customers, so read What should I do if I need to return an item that is faulty or doesn't fit my needs? before you use the product any further.