Refund policy

Policy precedence: Where this policy conflicts with any other ASG website policy relating to orders, delivery, or cancellations, this Returns & Refunds Policy shall prevail for all matters relating to returns and refunds.

This policy outlines the terms and procedures for returns and refunds on DJI Enterprise UAS purchased from ASG’s Shopify website. It is designed to comply with UK consumer law. Our aim is to ensure clarity and fairness for all customers.

Voluntary ASG returns promise (change of mind): In addition to your statutory rights, ASG offers a 50-day voluntary return window from the date you receive your order for change-of-mind returns, subject to the conditions below. This voluntary returns promise applies to both consumer and business-to-business (B2B) customers.

Sealed/unopened items: where the product is returned in sealed packaging and unactivated, ASG will normally process the return more quickly. Opened-but-unused items: may be accepted at ASG’s discretion following inspection. If the goods show signs of handling beyond what is necessary to inspect them, ASG may make a deduction from the refund to reflect any loss in value (where permitted by law).

To request a return, please contact ASG using the details provided below to obtain a Return Authorisation (RMA) before sending anything back. Please include: order number, item(s) being returned, serial number(s), reason for return, and photos where relevant (e.g., packaging condition, damage). If your return is accepted, we will provide instructions on how and where to send the item.

Note on statutory rights: If you are cancelling under your statutory rights (e.g., the 14-day cancellation right for distance sales) or seeking a remedy for faulty goods under the Consumer Rights Act 2015 (including the 30-day right to reject where applicable), please state this when you contact us for an RMA. We will process your request in line with the applicable legal timeframes, in addition to ASG’s 50-day voluntary change-of-mind returns promise.

Return shipping: for change-of-mind returns, customers are responsible for the direct cost of return shipping and we recommend using a tracked and insured service. For faulty, damaged-in-transit, or incorrect goods, ASG will arrange or reimburse return shipping where appropriate once the issue is confirmed.

Refund timing: once we receive and inspect the returned goods, we will confirm whether the refund is approved. If approved, we will process the refund to the original payment method within 7 working days. Please note that your bank or card issuer may take additional time to show the refund on your statement.

Returns are not accepted for items that have been used, damaged, or customised, or where original accessories/packaging are missing. For DJI Enterprise UAS, activated products, products with flight logs, and software licences/digital activation codes that have been supplied or activated are not returnable (except where the goods are faulty and your statutory rights apply). If a product is faulty, damaged in transit, or not as described, please report it as soon as possible for assessment. Where supplier/manufacturer processing is required, we may need to follow the relevant after-sales route (e.g., inspection, DOA checks, or “no fault found” testing) before a refund, repair, or replacement can be finalised.

Statutory rights (UK consumers): This policy does not affect your statutory rights. Under the Consumer Contracts Regulations, consumers generally have a legal right to cancel most distance purchases within 14 days of delivery; once you tell us you want to cancel, you typically have a further 14 days to return the goods. Separately, under the Consumer Rights Act 2015, if goods are faulty, not as described, or not fit for purpose, you may have the right to reject them for a refund within 30 days of delivery (short-term right to reject). After 30 days, you will usually be entitled to a repair or replacement, and if that is not possible or fails, you may be entitled to a refund or price reduction. ASG’s 50-day voluntary return window is a goodwill policy for change-of-mind returns and does not reduce or replace these legal protections. Business-to-business purchases may be subject to different terms.

Business-to-business (B2B) purchases: If you purchase on behalf of a business (i.e., not as a consumer), the statutory cancellation rights in the Consumer Contracts Regulations and certain consumer remedies in the Consumer Rights Act 2015 will not generally apply. However, ASG extends its 50-day voluntary return window for change-of-mind returns to B2B customers as well, subject to the same eligibility conditions set out in this policy (including requirements around unused/unactivated goods, completeness, and packaging condition). For B2B returns, ASG may apply reasonable charges where permitted (for example, return carriage, restocking fees, or “no fault found” diagnostic charges following inspection/testing). Where goods are faulty, ASG will provide remedies in line with the contract and applicable law.

To initiate a return or refund, please email info@asg.ltd or call 08002118400 to request a Return Authorisation (RMA). Please include your order number, the item(s), serial number(s), and the reason for return (plus photos where relevant). Our customer service team will guide you through the process.