Thanks for choosing Candrone as your DJI dealer. If something’s gone wrong with your DJI equipment, or you just need routine maintenance, this guide walks you through how to open the right service application directly with DJI.

Service requests for DJI products are handled through DJI’s online Service Request and Inquiry portal. As your dealer, Candrone is here to help you understand which path fits your situation, what information you’ll need on hand, and what to expect once your application is submitted. The application itself is something you’ll file directly with DJI, but we’re happy to help you prepare and answer questions along the way.

Where to start: Head to DJI’s Service Request and Inquiry portal at repair.dji.com to begin any of the four service applications described in this guide.

Which Service Should You Choose?

DJI offers four separate service paths. Picking the right one the first time saves you time, so take a quick read through these before you apply.

Repair Service

For when your product has a defect or issue and needs to be inspected and fixed. This is the most common application path for enterprise customers.

Maintenance Service

For routine upkeep, inspection, calibration, deep cleaning, and replacement of worn parts. This is preventive care, not a fix for a specific problem. As an enterprise customer, this is one of the most valuable services for keeping your fleet flight-ready.

Flyaway Service

For when your aircraft was lost or flew away during a flight and you can’t recover it. DJI will review your flight records and help determine next steps.

Replacement Service

For when you received your product within the last 30 days and it has a manufacturing defect, was damaged in transit, or doesn’t match its description. Replacement is faster than repair when you qualify.

Not sure which one fits? When in doubt, start with Repair Service, if your case better fits another path, DJI will redirect it. You can also reach out to your Candrone contact and we’ll point you in the right direction.

1. Repair Service

If your product has a defect or has stopped working as expected, the Repair Service is your starting point. DJI inspects the product, gives you a quote if needed, and ships the fixed unit back to you.

When to use Repair Service

•        Your product has a defect or malfunction outside the 30-day replacement window.

•        You’ve had your product for a while and it’s developed an issue.

•        Damage occurred during normal use and you need DJI to assess and fix it.

Heads up: If you’re within 30 days of receiving the product and it has a manufacturing defect, jump to Replacement Service instead, it’s faster.

How to apply on DJI’s portal

1.     Go to DJI’s Request Repair Service Online and click Repair Application Submission.

2.     Describe the product defect in detail, what’s happening, when it started, and any conditions that trigger the issue.

3.     Fill in your contact information and product details (you’ll need your serial number).

4.     Submit the form. DJI’s system will automatically generate a service case for you.

What you’ll need before you apply

•        Product serial number (check the package label or your DJI app under Profile > Device Management).

•        A clear description of the problem, the more detail, the faster the inspection.

•        Your business contact information (email and phone).

•        Proof of purchase if the product is under warranty. If you bought through Candrone, your invoice from us works.

What happens after you apply

5.     Repair application submission. A service case is created automatically and you’ll receive case details from DJI.

6.     Product sending. Ship your product to the DJI Service Center within 7 calendar days. If you’re in a DJI cooperative carrier service area, DJI provides a shipping label. Otherwise, contact an express company and ship cash on delivery.

7.     Inspection and payment. DJI assesses your product and sends you a quotation. If a manufacturing defect is found and the product is in warranty, the repair is free. Otherwise, you’ll receive a quote before any work begins.

8.     Repair completed and sending back. Once payment is made (if applicable), DJI repairs your product and ships it back to you.

Good to know

•        Data backup: Back up your data before sending. DJI may format internal storage during inspection. Memory cards are not affected, but please don’t include them.

•        Shipping fees: If your product has a manufacturing defect under warranty, DJI covers two-way shipping. Otherwise, you cover shipping to DJI.

•        Firmware update: DJI updates your firmware to the latest version at no charge to ensure consistent performance.

•        Don’t send: Third-party propellers, stickers, QR codes, iPads, DSLR cameras, external microSD cards, or other personal accessories.

•        Disassembly: To diagnose properly, DJI may disassemble your product. This can affect internal storage and any stickers attached to the product.

2. Maintenance Service

Maintenance Service keeps your fleet healthy with routine inspection, calibration, deep cleaning, and replacement of worn parts. Think of it as a tune-up rather than a repair. For enterprise operators flying frequently, this is one of the most valuable services to keep equipment reliable.

When to use Maintenance Service

•        Your product is due for routine upkeep.

•        You want a comprehensive check on basic performance, calibration, and wear.

•        You’d like an official DJI maintenance report for your records.

How enterprise customers access maintenance

Enterprise customers have a slightly different path than consumer users:

•        Through your Enterprise dealer: As your authorized Enterprise dealer, Candrone can help facilitate maintenance quotations. You can also leave your contact information through DJI’s portal and a dealer will reach out.

•        If your model isn’t listed in the DJI Care free maintenance service list, your dealer handles the quotation process directly.

•        For program details, check the DJI Maintenance Program through DJI’s portal.

How to apply on DJI’s portal

1.     Go to DJI’s Maintenance Service page and click Maintenance Application.

2.     Describe your product and provide your information.

3.     Submit the form, a service case will be generated automatically.

4.     After the application is approved, DJI sends a Shipping Label to your registered email.

5.     Print the label, attach it to the package, and hand it to the courier (or arrange your own express carrier with cash on delivery).

What happens after you apply

6.     Submit application. A service case is generated and DJI covers the cost of shipping.

7.     Product delivery. Send your product within 7 calendar days. The complete set is recommended, aircraft body, remote controller, battery, charger, and accessories.

8.     Receiving and testing. The DJI Service Center will test your product and send you a quotation if work outside the maintenance scope is needed.

9.     Receive your product. DJI performs maintenance and deep cleaning, then ships your product back to you.

The maintenance service is typically completed within 7 working days after DJI receives your product, and you’ll get an email notification when it ships.

Good to know

•        Service fees: Components covered by your maintenance service plan are free. Anything outside the plan will be quoted before work begins.

•        Shipping fees: DJI covers all shipping when you use the Maintenance Service.

•        Damaged batteries: Don’t ship batteries that are severely damaged (swollen or leaking). DJI will scrap any battery in this condition and won’t return it. If you have a damaged battery, contact DJI Support after registering the case with photos and the battery serial number for a custom solution.

•        Service progress: Track your case anytime on DJI’s Service Progress Inquiry page. DJI will email and call at key stages.

•        Maintenance report: Once your product is shipped back, you can download an official maintenance report through DJI’s portal.

•        Invoices: DJI doesn’t issue an invoice for the maintenance service itself, contact the authorized dealer where you purchased it. For paid components beyond the maintenance scope, DJI can provide an invoice for those parts; contact DJI Support to register your invoice information.

3. Flyaway Service

If your drone didn’t come home and you can’t locate it after a flight, the Flyaway Service is the right path. DJI will review your flight records and work with you on a service solution.

Important: Before submitting a flyaway case, try to locate the aircraft using the Find My Drone function in your DJI app. Don’t delete the app or clear app data, doing so can cause the case registration to fail because of missing flight data.

Try to locate the aircraft first

DJI provides a Flyaway Retrieval Guide on their portal with step-by-step instructions for each app (DJI Fly, DJI GO 4, DJI Pilot 2, DJI Pilot, and DJI GO). The general approach across all apps is:

1.     Open the relevant DJI app and go to Find My Drone (location varies by app, usually in Profile or the top-right menu).

2.     Note the last known coordinates of the aircraft.

3.     Use a map app to navigate to those coordinates.

4.     If you’re close to the aircraft and the remote controller is connected, use Start Flashing and Beeping (DJI Fly and DJI GO 4 only) to help locate it visually and audibly.

Safety first: Don’t put yourself in danger to retrieve the aircraft. If it’s in the sea, on a cliff, or anywhere unsafe, don’t attempt recovery.

How to apply on DJI’s portal

5.     Go to DJI’s Flyaway Service page and click Flyaway Registration.

6.     Fill in your product and personal information, the system will generate a service case.

7.     Upload your flight records from the date of the accident.

8.     Wait for DJI to evaluate your case (typically 2–3 working days).

What you’ll need before you apply

•        The correct aircraft serial number and your DJI account name.

•        The exact accident date and a detailed description of what happened.

•        Successfully uploaded flight records from the date of the incident (the portal includes Flight Records Uploading Guidelines).

•        A reminder: don’t delete the DJI app or clear app data before reporting, the flight records may be lost.

What happens after you apply

9.     Flyaway registration. You submit your product and personal info, and a service case is generated.

10.  Case accepting and service offer confirmation. DJI analyzes and evaluates your declaration within 2–3 working days, then contacts you with a follow-up service plan.

11.  Fees and payments. You’ll receive a quotation. Pay via the link in the quote or by bank transfer.

12.  Product sending. After payment, the DJI Service Center will send you the agreed product.

Good to know

•        Shipping fees: DJI covers shipping fees for the Flyaway Support Service.

•        If you find the drone later: Contact DJI Support to cancel the flyaway case. If your aircraft is found but malfunctioning, you can submit a Repair Application instead. If a replacement has already been processed, the recovered aircraft belongs to DJI.

•        DJI Care Flyaway Coverage: If your DJI Care plan includes Flyaway Coverage, you’ll need to submit a flyaway case AND produce a flyaway report. Follow the Guidelines for Producing a Flyaway Report on DJI’s portal, then DJI will provide a specific service plan.

•        Flight records won’t upload? Contact DJI Support, they’ll help troubleshoot.

•        Invoices: Contact DJI Support after payment to request one.

4. Replacement Service

If you received your product recently and something’s wrong, the Replacement Service may be the fastest way to get a working unit. It’s available within 30 days of receiving the product, when certain conditions are met.

Eligibility

Replacement Service is available for Camera Drones, Enterprise Products, Handheld Imaging Devices, and Power Stations within 30 days of receiving the product, if you meet any of the following:

•        The product sustained damage in transit (you’ll need proof of damage from the carrier).

•        The product doesn’t match its original description in one or more significant respects.

•        The product has a manufacturing defect.

When Replacement Service is NOT available

•        The 30-day replacement window has passed.

•        You can’t provide a valid legal proof of purchase, receipt, or invoice.

•        Original accessories, attachments, or packaging are missing, or there’s damage attributable to user error.

•        DJI’s tests find no defects.

•        There are faults or damage from unauthorized use or modification, including moisture, foreign substances (water, oil, sand), or improper installation.

•        Product labels, serial numbers, or water damage indicators show signs of tampering or alteration.

•        Damage was caused by uncontrollable external factors like fires, floods, high winds, or lightning.

•        The product was damaged in transit but you can’t provide a proof of damage from the carrier.

•        Other circumstances stated in the policy.

If you don’t qualify: Don’t worry, your case will be automatically converted to a repair case, and DJI will reach out to discuss the next steps.

How to apply on DJI’s portal

1.     Go to DJI’s Replacement Service page and click Replacement Application.

2.     Describe the product defect and provide your information.

3.     Submit the form. The system generates a service case.

4.     Ship your product to the DJI Service Center using the provided shipping label, or arrange your own carrier.

What you’ll need before you apply

•        A valid proof of purchase, receipt, or invoice. If you bought through Candrone, your invoice from us works.

•        The original accessories, attachments, and packaging, send everything that came in the box.

•        If damaged in transit: a proof of damage issued by the carrier.

•        Product serial number and a clear defect description.

What happens after you apply

5.     Replacement application submission. A service case is created automatically.

6.     Product delivery. Ship your product to the DJI Service Center using the provided shipping label or your own carrier.

7.     Assessment and replacement. DJI assesses your product. If it meets the requirements, a replacement is provided. If not, DJI contacts you to discuss alternatives, typically converting the case to a repair.

8.     Replacement completed and sending back. The DJI Service Center ships the replacement unit to you.

Good to know

•        Warranty starts fresh: The warranty period of the replacement device starts from the day you receive the new product.

•        DJI Care plan transfers: Any DJI Care service plan from your original product binds automatically to the replacement, don’t purchase or rebind it.

•        DJI Care replacement count: A free Replacement Service through this process does NOT count against your DJI Care plan’s replacement quota.

•        If the replacement also fails: You can apply again, if it meets the replacement requirements, another free replacement is provided.

•        Faster path with DJI Care Express: If you have DJI Care Express, you can receive a replacement in as little as 1–3 days without DJI investigating the cause.

Things to Know for Every Service

Before you ship

•        Back up your data. DJI may format internal storage during inspection. Memory cards are not affected, but don’t send them.

•        Send only what’s required. The application page lists exactly which components to include. Don’t send third-party propellers, stickers, QR codes, iPads, DSLR cameras, external microSD cards, or personal accessories.

•        Ship within 7 calendar days of submitting your application. Late shipments can postpone your service.

Tracking your case

You can check the status of any service case anytime on DJI’s Service Progress Inquiry page. DJI will also email and call you at the major milestones, receipt, quotation, payment, completion, and shipment, so keep an eye on your inbox and phone.

Finding your serial number

You can find your product serial number on the package label, or in your DJI app: open the app, go to Profile > Device Management, select the corresponding product, and look for Aircraft SN.

Invoices and receipts

If you need a repair invoice or a flyaway invoice, contact DJI Support after you’ve made payment. For maintenance, the invoice comes from the authorized dealer where you purchased the service, if that’s Candrone, just reach out and we’ll get it to you.

Frequently Asked Questions

How long does the whole process take?

Timing varies by service. Maintenance is typically completed within 7 working days after DJI receives your product. Flyaway cases are evaluated within 2–3 working days. Repairs depend on inspection results and parts availability.

What if I don’t hear back from DJI?

Check DJI’s Service Progress Inquiry page first. If something looks stuck, contact DJI Support, or reach out to us at Candrone and we can help follow up.

Can I cancel a service case after I’ve submitted it?

Yes, contact DJI Support to cancel. This is especially relevant for flyaway cases if you find your aircraft after submitting.

Do I have to pay for shipping?

It depends. For Maintenance and Flyaway services, DJI covers shipping. For Repair, DJI covers two-way shipping if your product has a manufacturing defect under warranty, otherwise you cover the trip to DJI. For Replacement, DJI typically provides a shipping label.

My product is an enterprise model. Is the process different?

DJI’s portal flow is the same, but for Maintenance specifically, enterprise customers go through their Enterprise dealer (that’s us) for quotation rather than the standard consumer DJI Care path. For Repair, Replacement, and Flyaway, you submit through DJI’s portal directly.

What if the technician finds something I didn’t mention?

If DJI finds an additional malfunction outside the maintenance scope or warranty, they’ll send you the damage assessment and a price quotation. Work doesn’t begin until you accept and pay.

Can Candrone open the application for me?

Service applications are submitted directly by the product owner through DJI’s portal, that’s how DJI verifies the product, account, and contact details. We’re happy to walk you through the form, help you prepare your information, and answer questions, but the application itself needs to come from you.

Need More Help?

If you’re not sure which service path to choose, or you run into a question that isn’t covered here, you have two great options:

•        Contact DJI Support directly through their Service Request and Inquiry portal for case-specific questions, troubleshooting flight record uploads, or anything that doesn’t fit a standard form.

•        Reach out to your Candrone Support team. We can help you choose the right service path, prepare the information you’ll need, and offer a second set of eyes on anything that’s unclear before you submit.

Thanks for flying with Candrone, we’re here whenever you need us.