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, replacements, repairs, and refunds are handled. All requests are reviewed based on the purchase channel, order information, product condition, and the specific circumstances of 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 may apply for warranty service if the product does not function as warranted during the applicable 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, exchange, or other appropriate solution based on the product condition, order information, purchase channel, and applicable policy.

Accessories are covered for eligible 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 & Refunds

If you would like to request a return, refund, exchange, replacement, repair, or other after-sales support, please contact our customer service team first.

To help us review your request efficiently, please provide your order information and details regarding the issue. Our support team will review your request based on the purchase channel, order details, product condition, and specific circumstances, and will provide the appropriate solution and next-step instructions.

The condition of the product and returned contents, where applicable, may be considered when reviewing a return, refund, or exchange request.

If a return is approved, our support team will provide the applicable return address, shipping instructions, and any other information required to complete the process.

Where a refund is approved, it will be processed after the returned item has been received and reviewed, where applicable. The time required for the refunded amount to appear in your account may vary depending on your payment provider or financial institution.

Support for Quality-Related Issues

If a product is confirmed to have a quality-related issue within the applicable warranty period, our support team will review the request and provide an appropriate solution, which may include a replacement, repair, exchange, refund, or other available support.

The appropriate solution will be determined based on the product condition, order information, purchase channel, confirmed issue, and applicable policy.

How to Request After-Sales Support

If you would like to request a return, refund, exchange, replacement, repair, or other after-sales support, please contact our customer service team at usa@holystone.com before sending anything back.

When contacting us, please provide your order number, purchase channel, a description of the issue, and any relevant photos or videos that may help our team review your request.

Please do not return any product before contacting us and receiving return instructions. Returns sent without prior confirmation may delay identification or processing.

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.

× 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, specific circumstances, and applicable policy.

Purchases from Other Retailers or Marketplaces

If you purchased your product through another retailer or marketplace, please contact the original seller regarding returns and refunds, as the seller's applicable policies and procedures may apply.

Holy Stone warranty support may still be available for eligible products purchased through authorized Holy Stone sales channels, subject to valid proof of purchase and the applicable warranty terms.

Policy Updates

Holy Stone may update this policy from time to time. The latest version published on this page will apply, subject to applicable laws and regulations.