Refund policy

Return & Refund Policy

At Covert Drones LLC, we stand behind every product we sell. Because of the high value and specialized nature of enterprise drone equipment, our return policy is structured around two tracks: unused/unflown returns within 30 days, and Dead-on-Arrival (DOA) returns for units that fail during initial verification. Read this policy carefully before placing your order. Placing an order with Covert Drones constitutes acceptance of the terms below.

Return Eligibility Overview

Returns fall into one of two categories:

  • Unused & unflown returns: Eligible for return within 30 days of delivery if the unit has never been flown and is in original, resellable condition.
  • DOA (Dead-on-Arrival) returns: Eligible for return if the unit fails during initial verification testing. Must be reported within 72 hours of delivery.

Once a unit has been flown beyond initial verification testing, it is no longer eligible for return under either track. Post-flight issues are covered through CPS Drone Protection (see Warranty & Coverage below).

Unused & Unflown Returns (30-Day Window)

If you decide the unit isn't right for your operation and it has not been flown, you may return it within 30 days of delivery. To qualify:

  • Unit must be completely unflown — no flight logs, no test flights, no hover tests, no flight beyond stationary motor diagnostics
  • Unit must be in original, resellable condition — no scratches, scuffs, fingerprints, dust, or signs of handling beyond unboxing
  • Original packaging must be intact, with all included accessories, batteries (uncycled), cables, manuals, and components
  • Activation status remains the same as shipped — no DJI account binding, no firmware modifications
  • Return must be requested within 30 days of the carrier's confirmed delivery date
  • Flight logs and unit serial numbers will be verified by Covert Drones and DJI

DOA (Dead-on-Arrival) Returns

A unit is considered Dead-on-Arrival (DOA) if it is non-functional out of the box or fails during initial verification testing. A unit qualifies as DOA only if:

  • It fails to power on, or
  • It powers on but fails initial diagnostics, calibration, or system checks, or
  • It has a manufacturer-confirmed hardware defect identified during pre-flight inspection or first verification flight, or
  • It arrives with shipping damage that was not caused by the buyer

DOA claims must be reported within 72 hours of delivery, based on the carrier's confirmed delivery timestamp. DOA returns have no restocking fee and free return shipping within the continental United States.

Once Flown — No Returns

Once a unit has been flown beyond initial verification testing, it is no longer eligible for return. This includes:

  • Test flights past stationary diagnostics
  • Hover tests beyond initial system verification
  • Any operational flight

For issues that arise after a unit has been flown, including crashes, hardware failures during normal use, water damage, and other operational problems, coverage is available through CPS Drone Protection. See the Warranty & Coverage section below.

Non-Returnable Items

The following are not eligible for return under either the 30-day unused or DOA track:

  • Units that have been flown beyond initial verification testing
  • Units with damage caused by user error, crashes, water exposure, weather, or misuse
  • Used, cycled, or charged batteries beyond initial diagnostic power-on
  • Opened or used propellers, SD cards, cables, and other consumable accessories
  • Custom-configured bundles, custom kits, or special-order items
  • Software, firmware, digital licenses, or activation codes once issued
  • Items marked as final sale at the time of purchase
  • Items missing original packaging, accessories, or required components
  • DOA claims submitted more than 72 hours after delivery
  • Unused returns submitted more than 30 days after delivery

Activation & Unit Status

Covert Drones sells unused, activated enterprise units. Activation status is disclosed prior to purchase and listed on individual product pages. Units are fully functional, unflown, and ready to bind to the buyer's DJI account upon setup. Returns will not be accepted on the basis of activation status, as this is communicated clearly before sale.

Warranty & Coverage

Because Covert Drones sells unused activated enterprise units, these products are not eligible for DJI Enterprise Care and may not fall under DJI's U.S. warranty programs. DJI can still service and repair these units as paid repairs.

We offer CPS Drone Protection at checkout as an alternative coverage option covering crash, water exposure, hardware failure, controller, and camera damage on commercial Part 107 operations. CPS is the recommended coverage path for any issues that arise after the unit has been flown. This return policy is separate from CPS coverage. For details on CPS, see the product page or contact us.

How to Initiate a Return

Do not ship anything back without prior authorization. Items returned without a Return Merchandise Authorization (RMA) number will be refused at the receiving facility, and the buyer will be responsible for any associated shipping or storage costs.

To start a return, contact us:

Include the following with your initial contact:

  • Order number and carrier tracking number
  • Reason for return (unused/unflown or DOA)
  • Unit serial number
  • For DOA claims: clear photos and video documenting the defect, plus any error codes or symptoms
  • For unused returns: confirmation that the unit has not been flown, opened beyond inspection, or activated to a DJI account

Once your return is reviewed and approved, we will issue an RMA number and shipping instructions. For verified DOA items being returned within the continental United States, return shipping is provided at no cost via prepaid label. For unused/unflown returns and for returns originating outside the continental U.S. or involving hazmat-classified components (such as lithium-ion batteries), return shipping arrangements will be coordinated case-by-case and may be at the buyer's expense.

Shipping Damage

If your order arrives with visible damage to the outer packaging, document the damage at the time of delivery and, where possible, refuse the shipment at the door. Contact us within 72 hours with photos of the damaged packaging and the unit inside. Shipping damage claims follow the same 72-hour reporting window as DOA claims.

Refunds & Resolutions

Once your return is received and inspected, we will notify you of the outcome. Approved returns are resolved with one of the following, at the buyer's choice:

  • Full refund to the original payment method (minus restocking fee and return shipping for unused returns), processed within 5 to 10 business days of inspection completion
  • Replacement of the same item, shipped at no additional cost (DOA returns only)
  • Store credit for the full purchase amount (or full minus restocking fee for unused returns), available immediately upon return approval

Refund posting times depend on the buyer's bank or card issuer. Please allow additional processing time on their end after we issue the refund.

Order Cancellations

Orders may be canceled at no cost prior to shipment. Once an order has shipped, the standard return policy applies and the buyer is responsible for the return process. Refused deliveries made without prior authorization may be subject to round-trip shipping costs and the 15% restocking fee. To cancel an order, contact us as soon as possible at sales@covertdrones.com or (863) 224-6923.

Agency & Government Orders

Orders placed by law enforcement, fire and rescue, government agencies, and other public buyers using Purchase Orders, Net 30 terms, or formal procurement processes are subject to the same return policy unless otherwise specified in writing on the official Purchase Order or contract. Agency buyers with specific procurement requirements should contact us before ordering to confirm terms.

Chargebacks & Disputes

We resolve nearly every issue directly when customers contact us first. Customers experiencing a problem with their order are strongly encouraged to reach out to Covert Drones before initiating a chargeback or payment dispute with their card issuer. Most issues are resolved faster, more completely, and to the customer's satisfaction through direct communication than through the card dispute process. Filing a chargeback without first contacting Covert Drones may delay resolution and limit available remedies.

International Orders

International orders are subject to the same return eligibility requirements above. Return shipping costs, customs fees, duties, and any taxes associated with returning a product internationally are the responsibility of the buyer unless the return is for a verified DOA item, in which case return shipping arrangements will be coordinated by Covert Drones on a case-by-case basis.

Policy Updates

Covert Drones LLC reserves the right to update or modify this return policy at any time. The policy in effect at the time of your order applies to that specific order. The current version of this policy is always available at covertdrones.com/policies/refund-policy.

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