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Frequently Asked Questions

Product Information

Q. Does my product come with a warranty?

All our products come with a limited warranty. Please see the listing detail for information specific to that product. For further information see our terms and conditions page for greater detail.

Q. What is a refurbished product, and why is it cheaper?

Every refurbished product has undergone a professional refurbishing process that brings it up to the same high standards as brand new products. All refurbished products come with new parts, new packaging and DJI's standard Manufacturer Warranty. DJI promises you that every refurbished product is tested thoroughly, and that the quality and the appearance of refurbished products is the same as with new products. The after-sale service policy for DJI refurbished products is identical to that of new products. However, refurbished products can only be exchanged for refurbished products, not new products.


Q. Can I make an offer for an item?

No, all of our items are sold using the fixed-price 'Buy it now' format. Refurbished and end of line machines are offered at a reduced price, and we're unable to offer further discounts on these items. It is company policy that prices are non-negotiable.

Q. When do you process orders?

Our cutoff is 12 pm Monday to Friday excluding bank/national holidays. All orders placed before this will be processed the same working day.

Q. Is VAT included in the price of your items?

Yes, all our prices include UK VAT at 20%. We cannot remove VAT for businesses wanting to purchase ex-VAT within Europe through our eBay store.

Q. Can you send me a VAT receipt?

Yes, please request a VAT receipt, contact us with your order number and we will endeavour to send you one to your order eBay address as a PDF attachment.

Q. Can I pay by cash, cheque, postal order or banker's draft?

No, we only accept payment via PayPal. Our 'Buy it Now' and 'Auction' listings both require immediate payment. You do not require a Paypal account to pay via paypal.


Q. How much does delivery cost?

All high-value orders (including but not limited to drones and camera stabilisers) and parts orders over £60 will qualify for free delivery. For specific costings, including international delivery please see the product listing page for an estimate.

Q. Do you offer combined postage?

No, all our items have shipping costs attached individually, we cannot combine shipping costs for multi-product consignments.

Q. Can I have an item delivered on the weekend?

No, we are unable to offer this service at this time.

Q. Do you deliver outside of the UK?

Yes although note that due to shipping restrictions, not all items can be transported internationally. Pricing is product dependant, please see the item listing for specific information.

Q. Can I collect my item?

No, we are unable to offer a collection service at this time.

Q. I'd like to change my delivery address. Is it possible?

No, unfortunately due to their policy restrictions, we must send all goods to the address provided by eBay.

Q. When will I receive my order?

UK Mainland - We send smaller items via Royal Mail First Class and they are usually delivered within 1-3 days. Please note that Royal Mail quote this service can take up to 14 days in some circumstances. Larger items are usually sent via courier, with delivery taking 1 working day. Please note this service does not cover weekends.
International Delivery - International delivery times vary greatly depending on the product ordered and country we are shipping to. Please see the shipping method on the product you are purchasing for an estimate. Note that the shipping time quoted is an estimate only.

Q. Do you offer expedited delivery?

We currently do not offer an expedited delivery. Note that the majority of our high-value orders are delivered to UK mainland addresses next-day by courier.

Q. Will I get a tracking number?

On orders over a certain value you will receive a tracking number for your parcel, either for Royal Mail or DPD couriers.

Q. What happens if my order hasn't arrived?

Please see our shipping information page for further details. Should you feel that this period has been exceeded we ask that you contact us via the eBay messaging service.

Cancellations, Returns & Refunds

Q. I've received the correct item, but I've changed my mind and don't want it anymore, can I return it?

If the item is still sealed in its original packaging, you have up to 14 days to return it. Please notify us through the eBay system before sending any returns. See our returns information page for further information.

Q. I've received an item that doesn't match the listing description, what should I do?

If you receive an item that's different, damaged or not as described in the original listing, please let us know as soon as you can via the eBay messaging service. We will aim to rectify the situation quickly and professionally.

Q. When will I receive my refund?

Refunds are processed through Paypal and can take 3-5 working days to process, however we find most are processed the same day.

Q. I've seen the same product elsewhere on eBay for less, why is this?

Other eBay sellers may occasionally offer lower prices, but buying direct from DJI’s Official Store UK is the only way to ensure you're buying a genuine DJI product. Be wary of grey imports that are sold through unscrupulous channels. For refurbished items, buying from us is also the only way to ensure that your machine has been refurbished by a DJI engineer, using genuine DJI parts where required. On top of this, all machines bought via our store have a genuine DJI guarantee – giving peace of mind and UK based customer support, should you need it.

Still have a question that this FAQ does not answer?

Please contact us via the eBay messaging service where we will endeavour to reply to your message within one-business day.

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