Broken/faulty product received

NEVER accept a parcel that is crushed, damaged or has been left open, possibly allowing contents to fall out. Refuse delivery and contact us, explaining the reasons for refusal.

Always inspect all products upon delivery. If there are any visible damage/faults to a product, this should be reported within 48 hours of delivery. Follow these steps to report a visibly damaged/faulty product:

  1. DO NOT throw any of the packaging or product materials away. Keep the entire package as you received it.
  2. Photograph the parcel and its contents. The photo(s) must show products, parcel and packaging materials clearly. Please show all products, even if only one is broken/faulty.
  3. Contact us by submitting a “Support ticket” via My account” (unregistered users can submit a ticket here), and include the following information:

*Order ID/number

*Description of the problem with your order

*Attach photo(s) as stipulated above

Failure to follow the procedure above, or failure to contact us within the stipulated time, will result in a rejection of your claim. Please note that all tickets are automatically closed if we don’t hear back from you within 14 days of our last reply, and that will be considered as you withdrawing your claim of faulty/broken products.

If the damage/fault is not immediately visible (such as a faulty flight controller or malfunctioning servo), you should report the issue as soon as you notice it. This should be done within 30 days of delivery at the latest. Follow these steps:

  1. DO NOT throw any of the product materials away.
  2. Photograph the faulty item. The photo(s) must show the product clearly. You may need photographs of different details or sides of the product, depending on the problem. If soldering has been done by you on the product, always include photos showing the soldering in detail.
  3. Contact us by submitting a “Support ticket” via My account” (unregistered users can submit a ticket here), and include the following information:

*Order ID/number

*Detailed description of the problem with your product, as well as a detailed description of what you have done/tried so far.

*Attach photo(s) as stipulated above

Failure to follow the procedure above, or failure to contact us within the stipulated time, will result in a rejection of your claim. Please note that all tickets are automatically closed if we don’t hear back from you within 14 days of our last reply, and that will be considered as you withdrawing your claim of faulty/broken products.

Please note that it is up to you to make sure that your products work before you take off into the air. We will not reimburse you for damages to other parts or things caused by insufficient tests before takeoff. If you interfere with/modify the product to try to make it work without our pre-approval, your claim may be rejected, as we might not be able to tell if the product was faulty from the beginning, or if you caused the damage. Damage caused by you because of unskilled soldering etc is not reason for a refund/replacement.

We will try our best to help you to fix the item, or replace/refund it if it is not fixable and deemed to have been faulty at delivery. We may ask you to send the faulty item back to us for inspection/testing/repairs. If we do so, and after inspection find the claim to be valid, we will reimburse you for the shipping cost, as well as refund/replace the item. The choice between refunding or replacing the item will be made at our discretion, but you may of course tell us which you would prefer. If the claim is not found valid, we will not reimburse you for your shipping expenses. Never return an item before having got specific return pre-approval and instructions from us!

Please note that all tickets are automatically closed if we don’t hear back from you within 14 days of our last reply, and that will be considered as you withdrawing your claim of faulty/broken products.

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