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Had an issue with DJI? Get a real response.
How to submit a complaint with DJI
DJI offers several ways to raise a complaint or escalate an issue in Australia. The fastest resolution pathway depends on where you purchased - the DJI Store directly, or an authorised Australian retailer.
DJI Support Portal (Recommended Starting Point)
- Visit the DJI Support Portal, select your product category, and use the live chat or "Contact Online Customer Service" option to describe your complaint.
- For orders placed at the DJI Store, log in to your account and navigate to My Orders > Order Details > Apply for After-Sales to submit a return, refund, or replacement request.
- For repair-related complaints, submit a service request at repair.dji.com — log in, select Asia Pacific/Australia as your region, and describe the fault.
DJI Store After-Sales Help Centre
- Access the dedicated after-sales hub at store.dji.com/pages/help-center-aftersales for post-purchase issues including damaged deliveries, order errors, and refund applications.
- Email: onlinesales@dji.com for orders placed directly through the DJI Store.
Phone — Authorised Australian Service Centres
- D1 Store (Sydney, Melbourne, Perth, Brisbane): (03) 9288 7880 — Monday–Friday, 10:00am–5:00pm AEST. Email: repairservices@d1store.com.au. Store locations listed at d1store.com.au/contact-us.php.
- EE Hobbies (authorised DJI service, Victoria): +61 432 554 847 (Phantom Series); +61 414 223 456 (general support) — Monday–Friday, 9:00am–6:00pm AEST. Email: support@eehobbies.com.au.
- General support: support@dji.com — replies typically within 12 hours.
- Flight restriction queries: flysafe@dji.com.
- DJI Store orders: onlinesales@dji.com.
In Person
- Visit an authorised D1 Store location (Sydney, Melbourne, Perth, Brisbane) for face-to-face complaint handling, product assessments, and repair drop-offs.
Social Media
- DJI's Facebook page (@DJISupport) accepts support messages for consumer drone series (Mini, Air, Mavic, Neo, Flip). Use this channel to get directed to the right resolution pathway quickly.
DJI routes complaints through three main resolution pathways depending on the nature and timing of the issue. All purchases made in Australia are also covered by mandatory consumer guarantees under the Australian Consumer Law, independent of what DJI's manufacturer warranty says.
Key timelines:
- Return/refund review: 2 working days after submission
- Approved refund processing: 7–14 business days via original payment method
- Basic repair turnaround: 5 working days
- Standard repair (authorised local centres): 2–3 weeks
Return and Refund (Within 30 Days of Purchase)
- Eligible if the product is unused with intact original packaging, or has a confirmed manufacturing defect.
- Log in to your DJI account, go to My Orders > Order Details, and click Apply for After-Sales.
- Return shipping is the customer's responsibility unless the return is due to a product performance fault. DJI covers freight both ways in those cases.
Replacement (Within 30 Days)
- Available for transit damage (carrier proof required), products not matching their description, or manufacturing defects.
- Contact DJI's after-sales team via the DJI Support Portal within the return period.
- DJI covers two-way freight for performance-fault replacements.
Warranty Repair (Standard 12-Month Manufacturer Warranty)
- Covers hardware defects in materials and workmanship for 12 months from delivery. Batteries are covered subject to charge cycle limits (typically under 200 cycles).
- Submit a repair request at repair.dji.com and ship to DJI Technology Australia Pty. Ltd., 46 Indian Drive, Keysborough VIC 3173.
- Track your repair progress at repair.dji.com/mycase.
- Out-of-warranty repairs require your consent before work begins.
Common complaints against DJI
DJI holds a 2.4/5 star rating on Trustpilot from over 3,262 reviews, with recurring issues concentrated in five areas. These are the complaints Australian customers raise most often.
Warranty Rejections and Coverage Disputes
- DJI frequently attributes damage to "pilot error" or third-party accessories to decline warranty claims, even on near-new products.
- DJI's warranty excludes crash damage, pilot errors, unauthorised modifications, and the use of non-authenticated third-party accessories — exclusions that are not prominently disclosed at point of sale.
Repair Delays and Poor Communication
- Drones sent in for repair frequently sit at service centres for weeks with little to no status updates from DJI.
- Customers have reported receiving their drone back after 18+ days with no communication, despite being within the warranty period.
- Express repair services (quoted at 2–3 days) have reportedly stretched beyond one month without explanation.
Refund Processing Delays
- Customers who return products using DJI's prepaid shipping labels can experience extended waits (sometimes months) before refunds are processed.
- Scripted, non-specific responses are a common frustration during the refund waiting period.
Stock Availability Misrepresentation
- The DJI Store has been flagged for displaying products as in-stock when units are unavailable, leaving orders in "warehouse processing" for prolonged periods.
- Customers who sold existing equipment to fund DJI purchases have been left without either item during these delays.
Damaged or Incomplete Deliveries
- Reports of orders arriving with visible outer packaging damage, missing components, and DJI deflecting responsibility to its shipping partner (DHL).
- In documented cases, customers have provided photographic evidence and been told DJI is not willing to refund or send a replacement.
DJI complaints submitted through Ajust
How other consumers DJI complaints got resolved
Warranty Claim Rejected — DJI Mini 4K Flyaway
An Australian customer's DJI Mini 4K experienced a flyaway event 13 days after purchase. DJI rejected the warranty claim, citing the prior use of a non-DJI battery. The customer successfully disputed the rejection by invoking their rights under the Australian Consumer Law, which apply independently of manufacturer warranty exclusions.
Damaged Delivery Refused for Refund or Replacement
A customer received a high-value combo package from the DJI Store with visible packaging damage and a missing component. Despite providing photographic evidence via DJI's online return form, they were told DJI was "not willing to refund or send a replacement." Escalating simultaneously through email, live chat, and Facebook Messenger — framing the issue as a breach of consumer guarantee that goods must arrive as described — eventually prompted a review and replacement.
Positive Outcome via Local Authorised Service Centre
An Australian customer's drone developed a warranty-covered fault and was referred by DJI Support to the Victorian authorised service division. The drone was collected via free courier, repaired under warranty, and returned within five days. The customer noted the local centre experience was significantly better than interacting with DJI's online support team.
If DJI's support channels haven't resolved your issue, work through these escalation steps in order.
Step 1 — Formal Written Complaint to DJI
- Email support@dji.com (general) or onlinesales@dji.com (DJI Store orders) with a clear written complaint.
- Include: your name, order number, product serial number, the specific fault, the remedy you are seeking (repair, replacement, or refund), and a reference to your rights under the Australian Consumer Law.
- Set a reasonable response deadline (e.g., 10 business days) and keep copies of all correspondence.
Step 2 — Escalate Within DJI
- If front-line support is unresponsive, request escalation to a senior case manager or the after-sales complaints team via the DJI Store After-Sales Help Centre.
- If you purchased from an authorised Australian retailer (D1 Store, JB Hi-Fi, etc.), contact that retailer directly. Under the Australian Consumer Law, your consumer guarantee rights apply to the retailer, not just the manufacturer.
Step 3 — State Consumer Affairs / Fair Trading
Contact your state or territory consumer protection agency for free advice, rights clarification, and assisted dispute resolution:
- Victoria: Consumer Affairs Victoria — 1300 55 81 81
- NSW: NSW Fair Trading — 13 32 20
- Queensland: Office of Fair Trading — 13 74 68
- WA: Consumer Protection WA — 1300 30 40 54
- SA: Consumer and Business Services — 131 882
Step 4 — ACCC (Australian Competition and Consumer Commission)
- Lodge a formal complaint with the ACCC if you believe DJI has breached consumer guarantees under the Australian Consumer Law.
- The ACCC does not resolve individual disputes but uses complaints to identify systemic issues and can take enforcement action.
- Report a consumer issue to the ACCC — Phone: 1300 302 502.
Step 5 — State or Territory Civil Tribunal
For unresolved disputes, apply to your state's civil and administrative tribunal. Fees are generally low and legal representation is typically not required:
- Australian Consumer Law (ACL): All DJI products sold in Australia carry mandatory consumer guarantees: goods must be of acceptable quality, match their description, and be fit for purpose. For a major failure (product cannot be repaired in a reasonable time), you are entitled to a refund or replacement. ACL guarantees apply "for a reasonable time" from purchase, which can extend beyond DJI's 12-month manufacturer warranty for products expected to last longer.
- ACCC (Australian Competition and Consumer Commission): Enforces the Australian Consumer Law and Competition and Consumer Act. Does not resolve individual disputes but investigates systemic breaches and can take enforcement action.
Website: accc.gov.au
Phone: 1300 302 502.
Report a consumer issue. - State Fair Trading / Consumer Affairs Agencies: These agencies handle individual disputes and can compel mediation. Contact your state agency (Victoria, NSW, Queensland, WA, or SA) for free advice — details listed in the Escalation Pathways section above.
- CHOICE: Australia's independent consumer advocacy organisation provides guidance on exercising ACL rights and escalating complaints against electronics companies. Resource: CHOICE — Make a Complaint.
- DJI Support Portal — Starting point for all product support, live chat, and after-sales service requests.
- DJI Repair Service Request — Submit a warranty or out-of-warranty repair request for your DJI product.
- DJI Repair Case Tracking — Track the status of an active repair case.
- DJI After-Sales Service Policy — Full warranty terms, coverage conditions, and exclusions.
- DJI Store After-Sales Help Centre — Return, refund, and replacement support for DJI Store purchases.
- DJI Contact Page — All official DJI contact channels.
- DJI Support by Product — Product-specific support resources and manuals.
- D1 Store — Authorised Australian DJI Retailer — Authorised repair and sales locations across Sydney, Melbourne, Perth, and Brisbane.
- D1 Store Contact & Locations — Store addresses and contact details for in-person complaint handling.
- ACCC — Report a Consumer Issue — Lodge a formal complaint about DJI's conduct under the Australian Consumer Law.
- ACCC — Consumer Rights and Guarantees — Understand your legal rights as a consumer in Australia.
- Consumer Affairs Victoria — Free dispute resolution assistance for Victorian consumers.
- NSW Fair Trading — Free dispute resolution for NSW consumers.
- Queensland Office of Fair Trading — Free dispute resolution for Queensland consumers.
- CHOICE — Consumer Complaints Guide — Independent advice on making complaints and knowing your rights.
DJI Complaints FAQs
If DJI rejects my warranty claim because I used a third-party accessory, do I still have rights in Australia?
Yes. DJI rejecting a warranty claim because you used a third-party accessory does not remove your rights under the Australian Consumer Law. The ACL's consumer guarantees apply independently of DJI's manufacturer warranty exclusions. If your DJI product failed due to a hardware defect or could not be repaired within a reasonable time, you are entitled to a refund or replacement regardless of what accessories you used. Cite your ACL consumer guarantee rights explicitly in any written dispute, and escalate to your state Fair Trading agency if DJI does not respond.
Does Australian Consumer Law protect me beyond DJI's 12-month warranty period?
Australian Consumer Law protections for DJI products can extend beyond the standard 12-month manufacturer warranty. The ACL requires goods to be of acceptable quality for a reasonable time given their price and nature, eg. a premium DJI drone costing several hundred dollars is generally expected to last longer than one year. If a hardware fault develops after DJI's warranty expires but within what a reasonable person would expect the product to last, you may still be entitled to a repair, replacement, or refund. Contact your state consumer affairs agency for free guidance on your specific situation.
What should I include in a formal written DJI complaint to get a faster resolution?
A well-structured written complaint to DJI should include your full name, order number, product serial number, a clear description of the fault, the specific remedy you are requesting (repair, replacement, or refund), and an explicit reference to your Australian Consumer Law rights. Send it to support@dji.com for general complaints or onlinesales@dji.com for DJI Store orders. Set a written deadline of 10 business days for a response, keep copies of all correspondence, and attach any supporting evidence such as time-stamped photographs or delivery documentation.
What is the fastest way to get a DJI drone repaired in Australia?
The fastest DJI drone repair pathway in Australia is through an authorised local service centre rather than shipping through DJI's international channels. D1 Store locations in Sydney, Melbourne, Perth, and Brisbane and EE Hobbies in Victoria both handle DJI warranty and out-of-warranty repairs, with standard turnaround times of two to three weeks and basic repairs as fast as five working days. Warranty repairs submitted through authorised local centres include free two-way courier collection. Customers who request handling by a local Australian DJI service centre consistently report faster and more satisfactory outcomes than those relying on DJI's online support team alone.
You’ve done your part, now it’s time to hold DJI accountable.
Take the final step and submit a complaint that gets seen and responded to.