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Frequently Asked Questions
What is EXO Drones' return window?
Returns are accepted within 15 days of purchase, but only for a manufacturing defect or a genuine issue with the order, like receiving the wrong item, rather than a simple change of mind. Returned items need to be unused, in their original packaging with tags intact, and accompanied by proof of purchase.
Does the standard warranty cover a drone I accidentally crashed?
No, the standard manufacturing warranty explicitly excludes damage from misuse, abuse, negligence, accidents or shipping damage, along with ordinary wear and tear and dissatisfaction described as buyer's remorse. A crash caused by pilot error falls outside what the manufacturing warranty is designed to cover.
What does EXO Care add beyond the standard warranty?
EXO Care is an optional protection plan purchased alongside a drone that covers replacement in situations the standard warranty doesn't, giving more peace of mind against accidental damage during normal flying. If a drone covered by EXO Care is later returned, any unused portion of that Care plan is voided and reimbursed rather than carried forward.
How long does it take to process a return or warranty claim?
Refunds, exchanges or store credit are only issued once the returned item is delivered to and inspected at EXO's facility, and due to order volume and the inspection process, this can take up to 3 weeks. Filing a claim or starting a return as soon as an issue is identified, rather than waiting, helps avoid an even longer wait given this processing time.
Does EXO Drones offer free shipping?
Yes, free Standard shipping is included on every order regardless of location, typically arriving in 5 to 8 days. Faster options are available for an additional cost: $10 for Ground (3 to 6 days), $15 for Expedited (2 days) and $20 for Express (1 day).
What information do I need to file a warranty claim?
A warranty claim needs the EXO order number, found in the original confirmation email, along with a correct shipping address entered on the claim form. Proof of purchase is also required, and the warranty period is measured from the date on the original order invoice.
Will EXO Drones investigate a malfunction before approving a replacement?
Yes, EXO Drones is entitled to investigate the cause of a claimed malfunction and grants a replacement at its own discretion, and any damage determined to be the user's fault isn't covered. Providing clear details and, where possible, evidence of the issue when filing a claim helps that investigation move more smoothly.
Can I return just a drone battery or propeller separately from the drone?
Accessories like batteries and propellers follow the same general 15-day return window for defects or order issues, requiring the item to be unused, in original packaging and accompanied by proof of purchase. Checking that a specific accessory is genuinely defective, rather than simply not what was expected, matters given the same buyer's-remorse exclusion that applies to full drone kits.
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