Repair Service Online

• If the product has a manufacturing defect within 15 calendar days from the day after receiving the product and needs to be sent back for replacement, please apply for the Replacement Service.
• If you want to use XAG Care Express for faster replacement, please apply for the XAG Care Express service.

To protect your privacy, XAG may format the internal storage data during inspection and repair. Please back up your personal data before sending your device to avoid data loss during the service. Additionally, XAG requires your authorization and permission to access and review the uploaded flight log.

To ensure that XAG can provide a comprehensive and precise assessment and damage responsibility result for your product, it is recommended that you send back the components or complete set of the product based on relevant tips on the Repair Service application page within 7 calendar days after submitting a repair application. The service may be postponed if some components are not sent back.

To eliminate issues caused by inconsistent firmware versions and to ensure product performance and usage safety, XAG will update your product firmware to the latest version at no charge.

To better locate and resolve the issue, your product may be disassembled for inspection, which may result in the loss of internal storage (memory card will not be affected) or damage to stickers attached to the product.

Step 1: Complete the Application Form
‍Fill out the "Application Form - Repair Services Online" form to provide us with the necessary information about your product and the issues you are experiencing.

Step 2: Prepare Your Product for Shipping
‍After submitting the application form, you will receive a confirmation email with the shipping address and further instructions.
Note: XAG Australia does not accept delivery until the application form is submitted.

Step 3: Additional Requirements for Collision or Crash-Related Issues

If your product issue is related to a collision or crash, please provide the following additional information:

On-Site Information Gathering

• Photographs:
  • Capture photographs of the aircraft's damage on-site from various perspectives for optimal documentation.
  • If the drone collides with any object, document both the object and the aircraft in photographs.
  • Position the drone centrally within the scene for each photograph. Acquire a minimum of four photographs depicting the accident scene's surroundings.
  • Photographically document damaged parts of the aircraft.
• Video Narrative:
  • Record a brief video narrative detailing the incident's occurrence, with the aircraft positioned at the crash site.
• Damage Video:
  • Record a brief video detailing the damages, with the aircraft positioned at the crash site or alternatively, arrange the aircraft to be delivered to your nearest dealer or to our warehouse address.

Step 4: Repair Fees
‍Once we receive your product and evaluate the damage, we will provide you with an estimate of the repair fees. You will need to approve the estimate before we proceed with the repair.

Step 5: Shipping Fees
‍Shipping fees for sending the product to our warehouse and for returning the repaired product to you will be communicated along with the repair fees. These fees will need to be covered by the customer.

Step 6: Shipping Your Product
‍Once you have approved the repair and shipping fees, you can proceed to ship your product to the provided address.

Step 7: Repair Process
‍Our team will inspect and repair your product. You will be notified of the progress and any additional information needed.

Step 8: Receive Your Repaired Product
‍Once the repair is complete, we will ship your product back to you. You will receive a notification with tracking information.

Once XAG Australia receives your product, the initial inspection will be completed within 3 working days. If a full analysis is required, this process may take an additional 3-5 working days.

After receiving your payment, the repair service will be completed within 3 working days.