Refund policy

Returns & Refunds Policy

Thank you for shopping at DroneSouq. We want you to be confident in every purchase, so please read our 7-day Returns & Refunds Policy below before you order.

Please check with us before you order

Most of our drones are pre-owned, one-of-a-kind units. Always confirm availability, condition and included accessories with our support team on WhatsApp before placing an order. If you cancel an order that was placed without checking with us first, a cancellation fee is deducted to cover payment-processing and handling costs — even if the order has not shipped yet — so the refunded amount will be less than the amount paid.

1. Return window

You have 7 days from the date you receive your order to request a return. After 7 days we cannot accept returns unless the product is defective and covered by the manufacturer's warranty.

2. Condition of returned items

• Same condition as delivered: the drone, remote, batteries and all accessories must be returned in the same condition and grade in which they were shipped, in the original packaging, with all included items and documentation.
• No new damage or wear: units with crash damage, water damage, missing or swapped parts, or signs of use beyond our listed condition grade cannot be accepted.
• Brand New units must be unopened and unactivated. Once a sealed unit is opened or activated it is no longer returnable as new.
• A receipt or order number is required.

3. How to return an item

1. Contact support first on WhatsApp (+966 56 069 0438) with your order number and the reason for the return.
2. We will confirm eligibility and send you return instructions. Items sent back without prior approval will not be accepted.
3. Pack the item securely in its original packaging with all accessories.
4. Ship it with the courier we specify and send us the tracking number.

4. Return shipping costs

Return shipping is paid by the customer, unless the item arrived defective, damaged or incorrect — in that case we cover the return shipping.

5. Defective, damaged or incorrect items

Please inspect your order on delivery. If an item is defective, damaged in transit or not what you ordered, contact us within 48 hours of delivery with photos or a short video. We will arrange a replacement or a full refund at no additional cost.

6. Refund process

• Inspection: once we receive the return, we test and inspect it to confirm it meets the conditions above.
• Refund method: approved refunds are issued to the original payment method. Cash-on-delivery orders are refunded by bank transfer to the account you provide.
• Timeline: refunds are processed within 5–7 business days after inspection; your bank or payment provider may take additional time to show it.
• Deductions: the 3% cash-on-delivery fee, installment-provider fees (Tamara / Tabby) and any cancellation fee are non-refundable.

7. Order cancellation

If you need to cancel, contact us on WhatsApp immediately. Orders cancelled before dispatch are refunded minus the cancellation fee described above. Orders that have already shipped follow the 7-day return process, and the customer pays the return shipping.

8. Exchanges

Because most of our units are one-of-a-kind, we do not offer direct exchanges. Return the item for a refund and place a new order for the replacement; courier charges for both directions are the buyer's responsibility.

9. Non-returnable items

• Items returned after the 7-day window.
• Units with new damage, missing parts or signs of use beyond the listed grade.
• Brand New units that have been opened or activated.
• DJI Care Refresh or other service plans once activated.
• Gift cards.

Contact information

If you have any questions about this policy, reach us before you order:

• WhatsApp / Phone (Saudi Arabia): +966 56 069 0438
• WhatsApp / Phone (UAE): +971 56 428 7968
• Location: As Sulay, Riyadh 14324, Saudi Arabia

We appreciate your trust in DroneSouq and will always do our best to make things right.