FAQ

Here you’ll find answers to the most common questions about our drones, shipping, policies, and our social mission. Click on the questions below to reveal the answers.

📦 Shipping & Delivery

✅ Do I need to pay import taxes or VAT?

No. We cover it all.
We ship DDP (Delivered Duty Paid). The price you see is the final price. You will not be charged any extra fees by customs or the courier.

Where do you ship from?

Depending on stock levels and your location, your drone will ship from our local hub or directly from our Central Operations Centre near the manufacturing source. This strategy ensures you always receive the "freshest" battery batch and latest firmware version.

How long does delivery take?

Because we prioritize safety (lithium batteries) and quality checks, typical delivery times are:

  • United Kingdom: 7 - 12 Business Days
  • USA / Canada: 8 - 15 Business Days
  • Rest of World: 10 - 20 Business Days

💳 Orders & Payments

What payment methods do you accept?

To ensure the highest level of buyer protection and security, we exclusively accept PayPal.

  • Have a PayPal account? Simply log in and pay securely.
  • No PayPal account? No problem. You can pay with your Credit or Debit Card (Visa, Mastercard, Amex) by selecting the "Pay with Debit or Credit Card" (Guest Checkout) option on the PayPal login page.
Can I cancel or change my order?

We pride ourselves on fast processing. Our automated warehouse system locks orders for dispatch very quickly.

  • Within 2 Hours: Please email support@prodrone.org.uk immediately with subject "CANCEL ORDER". We will attempt to intercept it.
  • After 2 Hours: The order has likely been packed. In this case, it cannot be cancelled. You will need to wait for the item to arrive and then follow our Return Policy.

🛡️ Warranty & Returns

🚨 Important: Crash Policy

Warranty covers manufacturing defects, NOT pilot error.
If a drone is crashed, flown into water, or damaged due to pilot operation, it is not eligible for a refund. We can inspect flight logs (Black Box data) to determine the cause of any issue.

What is your return policy?

Per our Refund Policy, we offer a 30-day return window based on condition:

  • Unopened & Sealed: Full Refund.
  • Opened but Unflown: Refund minus Restocking Fee (for inspection/repacking).
  • Flown / Activated: No Return (Warranty Repair only).

Note: Return shipping costs for non-defective items (e.g., changed mind) are the responsibility of the customer.


🛸 Technical & Performance

Why is my flight time shorter than advertised?

The advertised flight time is tested in a laboratory: hovering in windless conditions. Real-world factors like wind, sport mode flying, video recording, and cold temperatures will naturally consume battery faster.

What is the REAL transmission range?

Maximum range specs are based on FCC/CE standards in open areas free of interference (like a desert). In urban areas, buildings and Wi-Fi signals will significantly reduce range. This is normal physics, not a defect.

How long does it take to charge?

Generally 90 to 120 minutes using a standard 5V/2A or 5V/3A adapter. We recommend using high-quality adapters for stability.

Is the App compatible with my phone?

Yes, compatible with most modern smartphones (iOS 10.0+ / Android 6.0+). Please ensure you grant all App permissions during installation.


🌍 Social Responsibility

Why do you use a ".org.uk" domain?

More than just a store. ProDrone was founded to foster a global community. A portion of our annual proceeds is donated to STEM Education Programs, helping students learn the physics of flight.

Still have questions?

Contact our Pilot Support Team at support@prodrone.org.uk.

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