Holy Stone After-Sales Customer Support Policy

At Holy Stone, we are committed to providing reliable customer support for eligible products purchased from authorized Holy Stone sales channels. This policy explains how warranty service, returns, exchanges, and refunds are handled. All requests are reviewed based on the purchase channel, order information, product condition, and the reason for the request.    

Warranty Service for Quality-Related Issues

Holy Stone stands behind the craftsmanship of our products and warrants that eligible products are free from defects in materials and workmanship under normal use and care during the applicable warranty period.

You can apply for product warranty service if the product does not function as warranted during the warranty period due to a confirmed quality-related issue.

Within 30 days from the date of receipt, if your Holy Stone drone is used as intended and a performance failure is confirmed to be caused by a quality-related issue, Holy Stone may provide a replacement, repair, refund, or other appropriate solution according to the product condition and the applicable order policy.

Accessories are covered for quality-related issues within 90 days from the date of receipt.

The following conditions must be met for free warranty service:

√ You must provide valid proof of purchase, such as an authentic order number from an authorized Holy Stone sales channel.

√ The faulty performance must be caused by a confirmed quality-related issue and not by user-related errors.

√ The product must be within the applicable warranty period.

√ The product must be free of unauthorized disassembly, modification, or repair.

Returns for Non-Quality Reasons

For non-quality-related returns, the return request must be made within 14 days of purchase. The returned item must be in new and unused condition, with all original packaging, accessories, manuals, labels, free gifts, and other original contents included.

Used products, damaged products, incomplete returns, or returns caused by misuse, improper operation, unauthorized modification, or other user-related reasons may not be accepted.

Refunds, when approved, will be processed according to the original order status, product condition, payment method, and applicable return policy.

Return / Exchange for Quality-Related Issues

You can apply for a return, exchange, replacement, repair, or refund if the product is confirmed to have a performance failure caused by a quality-related issue within the applicable warranty period.

For confirmed quality-related issues, Holy Stone will assist with the appropriate solution based on the product condition, order information, and applicable policy.

Return Process

To return an item, please contact our customer service team at usa@holystone.com before sending anything back. Our team will review your request and provide the return instructions.

Please do not ship the item back without prior confirmation. Returns sent without authorization may not be accepted.

The following situations are not covered by free warranty service:

× Defects or damage caused by accidents, neglect, misuse, abnormal use, improper operation, improper storage, or failure to follow the user manual.

× Damage caused by crashes, collisions, burns, liquid exposure, moisture, dampness, sand, dust, dirt, foreign objects, or other external substances.

× Damage caused by unauthorized modification, disassembly, shell opening, repair, improper installation, or operation not in accordance with official instructions or manuals.

× Damage caused by operating the product in an unsuitable environment, including electromagnetic interference, mining areas, areas close to radio transmission towers, high-voltage wires, substations, or other restricted environments.

× Damage caused by operation in unsuitable weather conditions, including strong winds, rain, snow, sandstorms, dust storms, or other severe weather.

× Damage caused by use with non-Holy Stone-certified third-party parts, accessories, batteries, chargers, or software.

× Products purchased from non-authorized sellers or sales channels.

× Products that are outside the applicable warranty period.

× Requests without valid proof of purchase, requests with falsified order information, or cases where the product performance failure cannot be verified.

× Incomplete returns, including missing package contents, missing accessories, missing manuals, missing labels, missing free gifts, or incomplete outer packaging.

× Products with exterior damage, missing parts, or other condition issues caused by user-related reasons.

× Products damaged by unavoidable external factors, such as fire, flood, lightning, traffic accidents, or other force majeure events.

× Free gifts, samples, giveaway prizes, or promotional items that were not purchased directly.

× Other cases described in this policy.

Proof of Purchase

A valid order number or proof of purchase from an authorized Holy Stone sales channel is required for warranty, return, exchange, replacement, repair, or refund requests.

Holy Stone reserves the right to review each request and determine the appropriate solution based on the product condition, order information, purchase channel, and applicable policy.