Replacement Process
Note
Applicable scenarios
Products eligible for exchange under Hookii's exchange policy can request exchange services. Please consult the documentation to understand the eligibility criteria and scenarios where exchange may not apply.
Exchange Service process
Replacement application submission: Describe the product defects and provide your personal information. Then the system will generate a service case for you.
Customer Service Review: The Hookii customer service team will review your service case, contact you upon confirmation, and provide shipping labels, packing instructions, and the return address for the product to be sent back.
Product delivery: Ship your product to Hookii Service Center with a shipping label provided by Hookii or contact an express company to mail the product back to Hookii Service Center.
Assessment and replacement in Hookii Service Center: The Hookii Service Center will assess your product. If the product meets the replacement requirements, a replacement can be provided. Otherwise, Hookii will contact you and discuss the service solution if the product does not meet the requirements.
Finish processing and sending back: The Hookii Service Center will send the replacement unit to you.
Product Sending
To help Hookii accurately assess your product's damage, we may require you to return specific components or the entire product set within 7 calendar days of receiving the notification from customer support confirming your repair request. Please refer to the relevant tips outlined in the Warranty Policy.
For a smooth process, we recommend keeping the original packaging and using it to return the product. Proper packaging helps prevent any additional damage during shipping.
Please note that the service may be delayed if certain components are not returned.
Shipping fees
For products that qualify for an exchange, HOOKII will cover the shipping costs.
FAQ
How long will my Replacement Service take?
The Replacement Service will be completed within 3 working days after Hookii receives your product, and Hookii will send you an email notification once the product is shipped.
What happens to the case if the replacement request is rejected?
If your product does not meet the replacement requirements, the case will be automatically converted to a repair case, and DJI will contact you to communicate about the service solution.
What components should I ship to the Hookii Service Center?
Please send back all the components and accessories included in the package at the time of purchase.
How can the warranty period of the replacement product be calculated?
After the replacement, the warranty period of the new device starts from the day you receive the product.
Can I apply for the Replacement Service again if the replacement product is malfunctioning?
A free replacement service can be provided if the product meets the replacement requirements after being tested by Hookii.