STARTRC DJI Neo Gimbal Bumper

Refund & Return Policy

1. Refund Eligibility

• Unshipped orders:
  Refund requests submitted within 24 hours of payment, provided that the warehouse has not processed the shipment.
• Out of stock/Unable to fulfill:
  If the ordered product is out of stock and cannot be restocked, we will actively notify you of the refund within 3 days.
• Severe quality issues:
  Accessories are damaged upon arrival (e.g., appearance damage or functional failure caused by transportation). Key requirement: Provide unboxing videos/photos as evidence.
• Incorrect or missing items:
  Received products do not match the order, or accessories are missing.

2. Return Eligibility

• Timely request:
  Return requests must be submitted within 7 days of signing for the package (shorter timelines apply to precision accessories).
• Product condition:
  The product is unused, unassembled, and does not affect secondary sales; original packaging, labels, and protective stickers are intact. Special note: Motors, batteries, cameras, etc., cannot be returned once opened (due to safety and compliance requirements).If the product is damaged, but not the packaging, please contact us and upload pictures. Contact us without sending any
• Valid reasons:
  • Compatibility issues: The product page clearly states applicable models, but the buyer purchased by mistake (proof of drone model is required).
  • Non-human-caused quality issues: e.g., short circuits in circuit boards, abnormal motor noise (inspection report is required).
  • Severe discrepancy with descriptions: e.g., material or functional parameters differ from the product page by ≥10%.

3. Non-Refundable & Non-Returnable Scenarios

• Buyer’s responsibility:
  Damage caused by self-modification, incorrect installation, or failure to follow the instruction manual; malfunctions due to unsuitable environments (e.g., waterproof accessories used in deep water).
• Consumable accessories:
  Propellers, filters, etc., that have been used.
• Late requests:
  Return requests submitted beyond the 7-day window.
• Lack of evidence:
  Failure to provide videos/photos of faults, or loss of original packaging.
• Buying the wrong product
• The outer packaging is damaged, but it does not affect the use of the product

4. Operational Terms

• Return process:
  Send email → reply to the return address after review → return to the designated warehouse → inspection upon arrival → refund or exchange (processed within 5 working days).
  
• Cost responsibility:
  • For quality issues, incorrect shipments, etc., the seller shall bear the round-trip shipping costs.
  • For buyer-caused reasons (e.g., wrong purchase), the buyer shall contact us to arrange the return and bear the shipping costs.
• Special accessories:
  Customized accessories (e.g., 3D-printed brackets) are non-refundable and non-returnable; clearance/sale items marked "No refund or return" on the product page are also non-refundable.

• Don't like the product：
  If the goods are not damaged, the buyer will bear the shipping cost, but you need to send us an email to confirm first. We will reply with the return address, and the customer will send back the shipping number. The payment account will be returned within 1-3 working days after receiving the goods.
  

5. Refund Processing Time

• For unshipped orders: Refunds will be processed to the original payment account within 1-3 business days.
• For shipped orders: Refunds will be processed to the original payment account within 3-5 business days after the warehouse receives the returned goods and confirms their condition.

To start a return, you can contact us at store@startrc.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Refund: when we receive your return/exchange, we will inspect the item within 3-5 working days and then provide a replacement for an exchange or issue a refund.

Return address for the United States: Ricky Ohtake, 263 Wattis Way, South San Francisco, CA 94080 / 415-912-0333
Return address for other regions: 2nd Floor, Building 2B, Zhonghaixin Innovation Industrial City, Base 1, No. 2 Shengbao Road, Longgang District, Shenzhen, Guangdong, China 518112
Please contact us before returning the product