This policy explains how returns, refunds and faulty items work when you buy from Drones Direct at dronesdirect.com.au. Nothing in this policy limits your rights under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply to everything we sell, including items bought on sale. Any manufacturer’s warranty that comes with a product is in addition to these rights and does not limit them. You can read more about consumer guarantees on the ACCC website.
Faulty, damaged or incorrect items
If an item arrives damaged, has a fault, is not as described or isn’t what you ordered, please contact us as soon as you can. Email sales@dronesdirect.com.au or use our contact form and include:
- your order number and the email address you used at checkout
- the item and a short description of the problem
- photos or a short video showing the problem, if you can (email these, as the form doesn’t take attachments)
If an item was damaged in transit, please keep the packaging until we have looked at your claim.
We will assess the problem and work out the right remedy with you:
- Major problem: you can choose a refund or a replacement of the same type. If you’d rather keep the item, you can ask for compensation for its drop in value.
- Minor problem: we will arrange a free repair, or we may offer a replacement or refund instead.
For faulty items, the product does not need to be in its original packaging, but we may ask for proof of purchase such as your order confirmation. If a returned item is confirmed faulty, we will reimburse your reasonable return postage costs. For large or heavy items that can’t easily be posted, such as agricultural or delivery drones, we will arrange and pay for collection.
Change-of-mind returns (14 days)
If you change your mind about an item, you can return it within 14 days of delivery as long as it is:
- unused, unopened and in its original sealed packaging
- complete, with all accessories, manuals and inserts included
- in a condition that lets us sell it again as new
For change-of-mind returns, you pay the return postage. We recommend a tracked and insured service, because the item remains your responsibility until it reaches us. Original shipping charges are not refunded for change-of-mind returns. We do not charge a restocking fee.
Some items can’t be returned for a change of mind, because of safety, hygiene or activation:
- drones, controllers and electronics that have been opened, activated, flown or linked to an account
- batteries that have been opened, charged or used
- earbuds, earmuffs and other in-ear or worn items once the packaging has been opened
- care plans, service plans and activation codes once they have been issued or activated
- items specially ordered for you at your request
Change-of-mind returns are a policy we choose to offer. They don’t affect your rights if an item turns out to be faulty.
How to start a return
Please contact us before sending anything back, so we can give you the right return address and instructions:
- Email sales@dronesdirect.com.au or use our contact form.
- Include your order number, the item or items you want to return and the reason for the return.
- Pack the item securely in its original packaging where possible. Lithium batteries must be packed and sent in line with the carrier’s dangerous goods rules, and we’ll let you know what’s required.
Items sent back without contacting us first may take longer to process.
Refunds
Once your return arrives, we’ll inspect it and email you to confirm the outcome. Approved refunds are paid to your original payment method. The time it takes for the money to appear in your account depends on your bank or payment provider.
For a major failure, we won’t deduct anything from your refund for the use you’ve had of the item.
Exchanges
If you’d like a different model or item, the quickest way is to return the original item under this policy and place a new order for the item you want. If you’re not sure which product to choose, contact us and we’ll help you compare options.
Cancelling an order
If you need to cancel an order, contact us as soon as possible. If your order hasn’t been sent yet, we can usually cancel it and refund you in full. If it has already been sent, our change-of-mind returns policy applies once it arrives.
Manufacturer care plans
Service plans such as DJI Care Refresh, DJI Enterprise Care and Autel Robotics Care are provided by the manufacturer under the manufacturer’s own terms. To make a claim under a plan, follow the manufacturer’s claim process. Contact us if you need help finding the right details for your order.
Contact us
For questions about a return or refund, email sales@dronesdirect.com.au or use our contact form. Please include your order number so we can help you quickly.