Dear DJI Support Team,

I am writing to seek clarification and assistance regarding the replacement process for my DJI Avata 2 drone under DJI Care Refresh Express.

On December 3, I experienced an accident with my new drone (purchased on December 19 from the DJI Hasselblad online store (UK) and activated on December 23). While flying through a dark room, the drone, which was hovering steadily, suddenly started moving sideways on its own. Unfortunately, it leaned against a wall, became uncontrollable, and fell down a flight of stairs. The engine frame broke during the fall.

I promptly reported the incident and received a return label, but I have some questions about the next steps:

1. How should I pack the damaged drone for return? Should I use the original Fly More Combo bag and box or some other packaging?


2. Will the replacement drone come with a Fly More Combo bag, or should I reuse my current one?


3. Should I wait to receive the replacement drone and send back the damaged one in the same box, or should I send it immediately?



This is my first time using DJI Care Refresh Express, despite owning a DJI Air 2S for three years. I greatly appreciate your guidance to ensure the process goes smoothly.

Thank you in advance for your assistance.

Best regards,
Leszek Chrzastowski

I had an accident on December 23. Sorry for the typo.

Hi there, thank you for reaching out and we're sorry to hear what happened with your aircraft. The aircraft is not required to packed in the original package as long as it is packed properly. Also, DJI care Express do have two different option which are Basic and Premium. For more information, kindlt refer to the link below and yu may find the related informations at :
{ https://support.dji.com/help/con ... p;re=US&lang=en } .

Do not hesitate to contact us back if there's any further inquiry. Thank you!

Thanks, Natalia, for the quick reply! I used DJI Care Express—the premium one.  The website said it'd take a couple of days, not a few, and that I could send back the old drone after getting the new one. I just wasn't sure how to pack it.

Thank you.

djiuser_vUFmYS6LZhvQ Posted at 1-5 09:56
Thanks, Natalia, for the quick reply! I used DJI Care Express—the premium one.  The website said it'd take a couple of days, not a few, and that I could send back the old drone after getting the new one. I just wasn't sure how to pack it.

Thank you.

Hi there, thank you for the response. If you're unsure about the packaging, we advise you to pack the aircraft using the original box and a hard box with the outer cover intact. lways use a solid box and strong tape. Do not use an envelope to ship back goods.

Hope this helps. Thank you for your support!

Hello, I have the DJI Avata 2 and today I decided to put my drone under DJI Care Refresh, so I can fly freely. I did the verification video but I had a doubt about one step. Step 3, after showing the performance of the camera stabilizer, asks to show the status. In my case, the status didn’t show anything. Is this the objective, or should I go somewhere else to show something?

It only shows this!


I saw what was mentioned in the previous posts, and I didn't know there was a basic and premium DJI Care Refresh. What is that? When I purchase the 1-year or 2-year plan, do I already get the premium, or do I need to pay extra to have the premium?

GamaFrames Posted at 1-11 05:23
Hello, I have the DJI Avata 2 and today I decided to put my drone under DJI Care Refresh, so I can fly freely. I did the verification video but I had a doubt about one step. Step 3, after showing the performance of the camera stabilizer, asks to show the status. In my case, the status didn’t show anything. Is this the objective, or should I go somewhere else to show something?

It only shows this!

Hi, there
For safety reasons, the aircraft flies in Beginner mode by default for the first flight. In Beginner mode, the maximum flight speed of the aircraft is 1 m/s. To exit Beginner mode, open the menu on the goggles, go to Settings > Control > Beginner Mode.
Also, regarding the difference between the DJI Care Refresh Basic and Premium, you can visit this link for further information: https://repair.dji.com/express/r ... ndsite&from=nav
Thanks for your understanding.