Support

All products purchased new directly from EMAX or an authorized dealer are warrantied against manufacturing defects for 60 days from the original date of purchase. This limited warranty only covers manufacturing defects, not normal wear and tear or damages resulting from user modification/abuse/error, flights/crashes, or neglect of maintenance. The limited warranty only applies to products in their original factory condition and settings, particularly with BNF and RTF products. Any user-related modifications or changes are not covered under warranty. EMAX holds sole discretion to repair, replace, or reject a warranty claim.

To submit a warranty claim, please open a Support Ticket (see below) to request approval for a warranty evaluation. In the initial Support Ticket, customer must provide a copy of the full receipt/invoice (i.e. showing seller/retailer, purchase date, order number, and the product at issue), as well as photos/short video documenting the issue (<20MB total file size, or upload to a video/cloud site and share the link).

Once approved for warranty evaluation, customer is responsible for all shipping costs to send the product(s) safely and securely to EMAX. Do not ship any damaged batteries and/or non-EMAX products, for which EMAX assumes no liability. Such items will be disposed of by EMAX without compensation to the customer. EMAX is not responsible for any packages lost or damaged during transit. Please add tracking and/or insurance as needed. Please ensure that the Support Ticket or RMA number is provided on the outside of the shipping package. 

Once the product is received, EMAX technicians will evaluate and determine if the product can be repaired or replaced under warranty. EMAX technicians can only perform warranty repairs, and do not provide a general repair service. While the duration of the evaluation and repair/replacement will depend on the extent of damage, complexity of issue, and availability of spare parts, the turnaround time is generally 5 to 10 business days exclusive of shipping times.

If EMAX determines that warranty coverage applies to the claim, the product will be repaired/replaced at EMAX’s discretion and shipped back to the customer. If EMAX determines that warranty coverage does not apply to the claim or that the product is not defective, the customer may be charged for labor, parts, shipping, and other costs. If the said charges are not timely paid, EMAX will consider product abandoned after 15 days and dispose of it without compensation to the customer. 

Orders placed on EMAX USA ship from EMAX's US Warehouse to customers in the United States and Canada. Orders placed on EMAX Model ship from EMAX's International Warehouse for all international customers. EMAX USA does not condone the use of international shipment forwarding services unless previously authorized and request that customers place orders from EMAX Model for internationally located orders. Customers placing orders to shipment forwarding service addresses assume all risks associated with these services and EMAX USA reserves the right to cancel and refund orders placed to a forwarding service address to mitigate risk.

Still got questions? Not find your answers here or on our Knowledge Base? Click below to directly open a support ticket and we will get back to you as soon as possible.