Holy Stone After-Sales Customer Support Policy

At Holy Stone, our commitment to customer satisfaction drives our comprehensive after-sales policy. We value our customers’ feedback and aim to resolve any concerns quickly and thoroughly. If a customer encounters issues with their Holy Stone product, the following options are available:

1. Full Refund
Customers dissatisfied with their product can return it for a full refund. Our hassle-free return process ensures you are reimbursed promptly, with no hidden fees or deductions.

2. Free Product Replacement
To maintain customer trust and product confidence, we offer a complimentary replacement for any defective or underperforming product. Once notified, our support team will work with you to facilitate the exchange swiftly, covering all associated costs, including shipping fees, to provide a new, fully functional replacement.

3. Dedicated Customer Support
Our trained support representatives are here to assist you every step of the way. You can reach us via phone, email, or chat for questions or assistance with the return or replacement process. Every case is handled with personalized attention to ensure customer satisfaction.

4. Warranty and Extended Support
In addition to refunds and replacements, we offer warranty coverage for all products. For eligible items, extended support options are also available to enhance the longevity of your product and your peace of mind.

5. Commitment to Quality and Improvement
Holy Stone continuously works to improve product quality and customer experience by closely monitoring feedback and addressing areas of concern. Customer insights help us refine our products and services to meet the highest standards.

Our mission is to make every purchase experience positive, assuring you that Holy Stone is dedicated to supporting you well beyond the sale.

Apply for warranty service

You can apply for product warranty service if the product does not function as warranted during the warranty period.

Warranty Period

Holy Stone stands behind the craftsmanship of our products and warrants that they are free from defects in materials and workmanship given normal use and care.

Within 30 days from the date of receipt, if the Holy Stone drone you purchase is used in the way it's intended and breaks down, it's our responsibility to replace it, and we do so at no charge to you.

The following conditions must be met for free warranty service:

√ You must provide valid proof of purchase: an authentic purchase order number.

√The faulty performance must be caused by non-user-related errors, and the purchased aircraft must be within the warranty period;

√ The purchased product is free of unauthorized disassembly or modification.

The following situations are not covered by the free product warranty service.

×Defects or damage caused by accidents, neglect, misuse, or abnormal use; abnormal conditions or improper storage; exposure to liquid, moisture, dampness, sand, or dirt; unusual physical, electrical, or electromechanical stress.

× Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with official instructions or manuals.

×Damage caused by operating the product in an environment with electromagnetic interference (i.e. in mining areas or close to radio transmission towers, high-voltage wires, substations, etc.)

× Damage caused by operation in bad weather (i.e. strong winds, rain, sand/dust storms, etc.)

× Damage caused by simultaneous use with non-HolyStone-certified third-party parts.

× Purchases from non-HolyStone authorized merchants.

× Products that are out of warranty.

× Unable to prove that the aircraft has a performance failure or falsify the proof of purchase.

× Products obtained by participating in the activities are not eligible for warranty service.

Return/Exchange

You can apply for a return/exchange if you meet the following conditions.

√ Within 30 days from the date of receipt, the product is found to have a performance failure that is caused by non-user-related errors.

We have the right to refuse a customer's return/exchange request for any of the following cases.

× The return/exchange request is made beyond 30 days from the date of receipt;

× You cannot provide the order number of the purchased product from the authorized store, or the order number is falsified.

× Collisions and burns that are not caused by quality problems of the product itself.

× Damage caused by foreign objects or substances (fluid, dirt, etc.), unauthorized modification, improper installation, or use and operation not in accordance with the instructions in the user manual;

×Return/exchange of incomplete products (e.g. incomplete package content, incomplete outer packaging, missing accessories, giveaways or instruction manuals); Or the purchased product has exterior damages due to user-related causes;

× Products damaged by unavoidable factors, such as fire, flood, lightning, traffic accidents, etc;

× Other cases described in this document.