DJI ownership / After an incident
After a drone crash, put people and battery safety first, stop flying the aircraft and preserve the incident record. Confirm your repair or service-plan options before shipping equipment or discarding parts.
Warranty, accidental-damage coverage and a paid repair are different service routes. A clear record helps the provider assess what happened; it does not predetermine the cause, eligibility or fees.
In this guide
1. Stop flying and assess the scene safely
If anyone is injured or there is an immediate hazard, prioritize people and contact emergency services as appropriate. Do not enter traffic, climb onto a roof, approach power lines or enter a restricted area to retrieve an aircraft. Obtain the relevant permission and assistance.
Stop using the aircraft until the damage has been assessed. Impact can affect propellers, arms, motors, camera mounts and components that are not visibly broken. A short test flight is not a substitute for a proper inspection.
Treat a damaged battery seriously
Do not use or charge a battery that is swollen, dented or otherwise damaged. Do not puncture, dismantle or modify it. If it is hot, hissing, smoking or on fire, move people away and call the fire department; do not handle an actively hazardous battery. Follow the manufacturer and local hazardous-waste or emergency guidance for your circumstances. Health Canada’s lithium-ion battery guidance explains the warning signs and cautions against using damaged packs.
Before shipping any battery, ask the service provider and carrier for instructions. A standard parcel label does not automatically authorize shipment of a damaged lithium battery.
2. Make a simple incident record
As soon as it is safe, write down the facts while they are fresh. Keep observations separate from guesses about the cause.
Scroll within the table to read every column.
| Record | Helpful detail |
|---|---|
| Aircraft | Exact model and serial number, controller and any payload or accessory in use. |
| Time and location | Date, approximate time, flight location and where the aircraft was recovered. |
| Flight conditions | Weather and lighting as observed, nearby obstacles and the flight mode if known. |
| Sequence | What happened immediately before the incident, warnings displayed and what the aircraft did. |
| Damage and recovery | Visible damage, missing parts, whether water was involved and where the aircraft and battery were found. |
| Evidence | Photos of the aircraft and scene, screenshots, relevant controller messages and the purchase record. |
If you do not know why the drone fell, say so. Do not describe an assumed malfunction as a confirmed cause. Take photos without disturbing a potentially hazardous battery or unsafe site.
Illustrative example: a pilot sees a warning during a flight near trees and later recovers the aircraft on the ground. A useful record identifies the warning if it was captured, the location, the equipment and visible damage. It does not claim a motor failure without an assessment.
Write an incident note without guessing the cause
Use the following structure in a text document or support request. Include facts you know, label uncertainty and leave the technical diagnosis to the assessment.
Incident report checklist
- Equipment and ownership
- Model, serial number, purchase reference and applicable service-plan information.
- Identify the controller and accessories used.
- Observed sequence
- Date/time, site, what you were doing and what you saw.
- Quote a captured warning accurately; say “not recorded” when it was not saved.
- Recovery and condition
- Where equipment was found, missing parts, water exposure and visible damage.
- Photograph only when safe; do not handle a hazardous battery for evidence.
- Files preserved
- Original flight records, media, screenshots and a backup location.
- Share through the provider’s confirmed channel; do not include account passwords.
- Requested next step
- Assessment route, case reference and written packing or intake instructions.
- Ask which components are required and whether any must be excluded.
“The aircraft struck a branch and was recovered below the tree” describes an observation. “The motor failed” is a diagnosis unless an assessment establishes it. If the flight record cannot be accessed safely, record that limitation and ask the service provider for model-specific help rather than powering up damaged equipment to complete the note.
3. Preserve flight records and original files
Keep the flight records, controller or app information, original photos and videos, and any screenshots of warnings. Back up accessible data before service where it is safe to do so; do not reset the controller, overwrite storage or erase records to make the equipment look ready for return. Ask DJI for model-specific instructions if the device or data is inaccessible.
For an eligible flyaway service, DJI’s Care Refresh service guidance says accident flight records are required for that process and advises contacting DJI Support if they cannot be uploaded or found. That page describes a service process; the applicable agreement and regional terms still determine eligibility.
If the incident involved people, property, another aircraft or a regulated operation, check applicable reporting and notification obligations promptly. A manufacturer service case is not a substitute for notifying an authority, site owner, employer or insurer when required.
4. Identify the service route before shipping
Scroll within the table to read every column.
| Route | What it generally addresses | What to verify |
|---|---|---|
| Manufacturer warranty | A potential covered product defect, subject to inspection and applicable terms. | Product, purchase date, warranty conditions and the service provider’s assessment. |
| DJI Care Refresh, where applicable | An optional plan with specified benefits, exclusions and service conditions. | Exact model, active plan, remaining services, covered components, fees and regional eligibility. |
| Paid repair or replacement | A quote for work outside warranty or a protection plan, where available. | Assessment fee, parts, shipping, quote approval and what happens if you decline. |
| Enterprise or agriculture service plan | The plan applicable to that particular commercial system. | Agreement name, covered configuration, claims procedure and support contacts. |
These are routes to investigate, not guarantees of coverage. DJI’s online repair instructions describe an application, shipment, inspection and service process. Use the appropriate Canadian service channel and the current agreement for your product.
For a comparison of protection choices before purchase, read DJI Care Refresh vs Warranty in Canada. That article addresses selecting coverage; this checklist addresses the incident and evidence afterward.
5. Ask before bringing or sending the aircraft
SpeedyDrone’s published return and exchange policy states that it does not provide in-house DJI repairs. It can coordinate intake and forwarding to a repair partner when separately arranged; the partner performs the repair. The policy says repair intake must be expressly confirmed in writing before a product is accepted. Customers may also contact DJI directly.
Before sending or visiting, ask:
- Is this model and type of damage accepted through the proposed route?
- Which aircraft, controller, battery, accessories or records must be included—and which must be excluded?
- How should any damaged battery be handled or shipped?
- Is an inspection fee charged, and when will a quote be provided?
- Who performs the work, and what happens if the quote is declined?
- What written confirmation, case number and shipping instructions apply?
Only follow instructions confirmed for your case. Keep copies of the case number, photos, quote and shipping information.
Frequently asked questions
Is a crash covered by the standard warranty?
Not automatically. Coverage depends on the cause and the applicable warranty terms. A service provider must assess the product; accidental impact and a covered manufacturing defect are different questions.
Can I use Care Refresh if the drone flew away?
Some applicable plans provide a flyaway service under specific conditions. Check the exact plan, aircraft and regional terms and retain the flight records. Do not assume eligibility or a particular fee.
Should I send a swollen battery with the aircraft?
Do not send it until the service provider and carrier have given instructions for that condition. Never place a damaged battery into an ordinary shipment on your own assumption.
Can SpeedyDrone repair my DJI drone in store?
Its published policy says DJI repairs are not performed in-house. Contact SpeedyDrone before bringing or shipping a product; any partner intake must be separately confirmed in writing.
Confirm the service route first
Have the model, purchase information, short incident note and photos ready. SpeedyDrone does not perform DJI repairs in-house; any partner intake must be confirmed in writing.
