Rise Above Terms and Conditions


Rise Above Terms and Conditions


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Last updated: 29/03/2017

1. General Information

  • Rise Above Aerial Cinematography (RAAC or Rise Above) sells ready to fly (RTF) platforms and components sourced from various other manufacturers.
  • RAAC requires the Purchaser to be familiar with the proper use of multi-rotor technologies.
  • The provided safety regulations provide the Purchaser with some information necessary to fly, maintain, program and learn this technology.
  • Safety Regulations. For the safety of the operator, bystanders and the equipment, the Purchaser agrees to read and understand the technologies and safety regulations prior to operation of the systems purchased from RAAC.
  • The Purchaser also agrees to seek further information and assistance as needed prior to use.
  • All products covered under warranty are done so based on what the manufacturer and / or RAAC consider to be reasonable timeframes dependent on the nature and context of the product.


2. Safety Warning

  • The safety instructions are intended not only for the protection of the aircraft, but also to protect the safety of yourself and others. Improper operation can cause serious injury and property damage. In case of improper use, a UAV Drone can be dangerous.
  • RAAC does not guarantee error-free behaviour of the hardware, electronics or software where user error is the cause.  Like any electronic device, there is the potential for malfunction, glitch or error which the user must be aware of.  If any product failure were to occur, the customer still maintains all rights as per Australian consumer law.
  • RAAC acknowledges the rights of the consumer associated with constructing a functional system for the end user. RAAC will not be held responsible for improper operation / user error. Nor will RAAC accept responsibility for individual component failure where that component has not been manufactured by RAAC. In all cases RAAC will work with the customer to ensure that the rights of both the consumer and RAAC are met.
  • Use at own risk: The Purchaser agrees to use of the electronics at his/her own risk (this also applies to associated computer software).
  • Safe flying areas: The Purchaser agrees to refrain from flying over people and stay away from children and animals.  The purchaser agrees not to fly any UAV system in close proximity to persons so as to present a risk of injury if the drone were to fail.
  • Comply with local rules: The Purchaser agrees to comply with all local government rules, especially when flying near airports.
  • Safe Flying: The Purchaser agrees to use his/her best judgment and always practice safe flying techniques.
  • Maintenance/checklist: The Purchaser agrees to conduct a thorough systems check before each flight and to conduct periodic maintenance of the UAV Drone.
  • Inexperienced Pilot:  RAAC is not responsible for inexperienced operators and is not accountable for the training or any equipment used in, on, or with the aircraft.
  • UAV Drone systems involve complicated machinery that presupposes a basic knowledge of computer programming. If unfamiliar with programming or the UAV Drone technology, the Purchaser agrees to seek further information and assistance.

3 . Warranties

3.1  DJI Global warranty process

TO ASSIST IN DETERMING FAULTS WE RECOMMEND ALL CUSTOMERS FILM THE AIRCRAFT FROM BOTH THE GROUND AND FROM THE AIRCRAFT ITSELF ON EVERY FLIGHT.

NOTE THAT NOT ALL DJI PARTS ARE AVAILABLE FOR RESALE, IN SOME INSTANCES WHERE PARTS ARE UNAVAILABE THE ENTIRE AIRCRAFT OR SYSTEM MAY NEED TO BE SENT BACK TO MANUFACTURER FOR REPAIR.  ALSO PLEASE NOTE THAT OVER TIME SOME MODELS MAY BECOME OBSCELETE AND PARTS MAY NO LONGER BE AVAILABLE FOR SAID MODEL.

  • RAAC’s warranty and DOA claims process is aligned with DJI Global’ s (the manufacturer) warranty process. While RAAC endeavours to complete DOA and warranty claims in the most efficient time practicable, we are also governed by the timeframes set/met by DJI. In the case of DJI products, RAAC’s DOA and warranty process is as follows:

a.   Notifying Rise Above of an identified issue with a part, component or system, providing the following information to support@riseabove.com.au:

i.    A description of the issue
ii.   A short video of the problem

b.   Rise Above will submit this information to the manufacturer/supplier on the customer’s behalf.
c.   The manufacturer/supplier will approve/disapprove the warranty or DOA claim based on the evidence presented. (The DOA Period expires 10 days from the receipt of the item).
d.   In the event where damage has been sustained because of impact or crash-landing, the entire aircraft may need to be returned to the manufacturer for full analysis. DJI will then determine if the item is covered. If it is not covered by warranty, DJI will charge to conduct repairs.
e.   Where the manufacturer approves the claim:

i.   Warranty repairs:

1.    In-house authorisation for repair: If warranty repairs are authorised by the manufacturer to be carried out in house by Rise Above, then Rise Above will conduct the repairs, perform testing and return the item to the customer.
2.    Manufacturer repair: where repairs are not authorised to be conducted in-house at Rise Above, the item will be sent to the manufacturer for warranty repair.

ii.    DOA replacement: where items are identified as being Dead on Arrival, the manufacturer may authorise immediate replacement of the item.

1.    Where items are approved for DOA replacement by the manufacturer, Rise Above may replace the item from local stock, if available.  Rise Above reserves the right to refuse this, and revert to normal process with replacement stock being supplied by the manufacturer.

f.    Where manufacturer disapproves a warranty or DOA claim:

i.    Rise Above has no further allowance for replacement, or repair under warranty or DOA, outside of the manufacturer’s provision.  Rise Above's own warranty policies align directly with our supplier’s policy.  Where claims are disapproved by the supplier due to not being covered under warranty, Rise Above offers only a paid repair service.  The customer still retains all rights under Australian Consumer Law. If the customer disagrees with the assessment of the manufacturer they are entitled to challenge it under ACL which is usually via the small claims court in their state. In order to dispute the assessment of the manufacturer and or Rise Above, the customer will be required to submit detailed and factual evidence to support their own dispute. In such a case, Rise Above will also be presenting evidence of their own and that of the manufacturer.  

  • Rise Above will issue a return label for the return of any warranty-related repairs to our store.  If it is found after receipt that the item is not covered under warranty for any reason, the customer will be liable for the associated return postage costs incurred by Rise Above. Items approved for returns, refunds, or exchanges outside of warranty must be returned in the condition they were received and in original packaging.  
  • Parcel transit insurance is not included in return postage by default. Transit insurance is optional and must be requested by the customer by contacting us before the order is posted. Rise Above does not assume liability for items lost, damaged or stolen in transit where transit insurance was not selected and paid by the customer.
  • Where a customer submits a DJI drone to Rise Above for a paid repair (i.e. any repair not covered under warranty), Rise Above may send the drone to DJI's Australian Repair Centre for repairs. Rise Above assumes no liability, responsibility, or ownership through any stage of this process where items are returned to the DJI Repair Centre for repairs; we are simply acting as an intermediary between the customer and the DJI Repair Centre. Rise Above have no bearing, input, or influence on the decisions, prices, diagnosis or other made by the DJI Australian Repair Centre and Rise Above are not affiliated with the DJI Repair Centre in any way. Rise Above assumes no responsibility nor liability for loss or damage or items in transit to or from the DJI Repair Centre, where the customer has not specifically requested additional transit insurance on their item. 
  • DJI's Full Warranty Policy can be found here http://www.dji.com/service


3.2  Warranties on Custom Built, Industrial, and Professional Series Drones

  • A Custom Built, Industrial, and/or Professional Series Drone is defined as any UAV system which is not provided ready to fly by the manufacturer, where Rise Above Aerials has performed construction, configuration and flight testing on the unit.  This also applies to modifications made for upgrades to UAV systems, which have been supplied to Rise Above for modification.
  • Where a customer purchases a Custom Built, Industrial, and/or Professional Series Drone from Rise Above, the extent of the contract being engaged is the production of the invoiced items for delivery at our premises for customer handover and pickup.  If the customer requires shipment of a custom drone, Rise Above will handle this on the customer’s behalf, but does not engage in any contract past reasonable care and handling of the goods.  Rise Above will take all necessary care to ensure safe shipment of the article, but will not be held liable for:
    1. Items lost/stolen/damaged in transit where insurance was not selected by the customer.
    2. Items refused customs entry for international shipments - it is the customer’s responsibility to check local laws and regulations pertaining to legality of systems, parts and components.
    3. Delays in dispatch, transit time, delivery issues, non-delivery of items, or other.
  • Where a customer requires shipment of a Custom Built, Industrial, and/or Professional Series Drone, a handling fee will apply reflecting the time taken for packaging the system for shipment, and packing material costs.
  • The customer is responsible for all associated shipping and packaging costs, insurance fees, customs duties or other.
  • RAAC warrants that all goods will be free from material defects at the time of delivery, and will be demonstrated to the client at handover either in person, or via test flight video.  By signing-off and accepting handover of the system, the client acknowledges that all major systems have been demonstrated to be fully operational and functional.  
  • RAAC warrants that any Custom Built, Industrial, and/or Professional Series Drone supplied to the customer will be free from manufacturer defects limited to the workmanship that RAAC have performed, and not extending to components, parts or mechanical items not manufactured by Rise Above which may comprise a part of the UAV system.  Where component failures occur, standard warranties apply as per Rise Above and supplier warranty process, and Rise Above will liaise directly with the customer to resolve these issues.  Customers also retain all rights under Australian Consumer Law at all times.
  • RAAC’s warranty and DOA claims process is aligned with the relevant manufacturer’s warranty process. RAAC endeavours to complete DOA and warranty claims in the most efficient time practicable, we are also governed by the timeframes set/met by the manufacturer. RAAC’s DOA and warranty process is as follows:

a.   Notifying Rise Above of an identified issue with a part, component or system, providing the following information to support@riseabove.com.au:

i.    A description of the issue
ii.   A short video of the problem

b.   Rise Above will submit this information to the manufacturer/supplier on the customer’s behalf.
c.   The manufacturer/supplier will approve/disapprove the warranty or DOA claim based on the evidence presented. (The DOA Period is determined by the relevant manufacturer).
d.   In the event where damage has been sustained as a result of impact or crash-landing, the entire aircraft may need to be returned to the manufacturer for full analysis. The manufacturer will then determine if the item is covered. If it is not covered by warranty, the manufacturer or Rise Above will charge to conduct repairs.
e.   Where the manufacturer approves the claim:

i.   Warranty repairs:

1.    In-house authorisation for repair: If warranty repairs are authorised by the manufacturer to be carried out in house by Rise Above, then Rise Above will conduct the repairs, perform testing and return the item to the customer.
2.    Manufacturer repair: where repairs are not authorised to be conducted in-house at Rise Above, the item will be sent to the manufacturer for warranty repair.

ii.    DOA replacement: where items are identified as being Dead on Arrival, the manufacturer may authorise immediate replacement of the item.

1.    Where items are approved for DOA replacement by the manufacturer, Rise Above may replace the item from local stock, if available.  Rise Above reserves the right to refuse this, and revert to normal process with replacement stock being supplied by the manufacturer.

f.    Where manufacturer disapproves a warranty or DOA claim:

i.    Rise Above has no further allowance for replacement, or repair under warranty or DOA, outside of the manufacturer’s provision.  Rise Above's own warranty policies align directly with our suppliers policy.  Where claims are disapproved by the supplier due to not being covered under warranty, Rise Above offers only a paid repair service.  The customer still retains all rights under Australian Consumer Law. If the customer disagrees with the assessment of Rise Above or the manufacturer they are entitled to challenge it under ACL which is usually via the small claims court in their state. In order to dispute the assessment of the manufacturer and or Rise Above, the customer will be required to submit detailed and factual evidence to support their own dispute. In such a case, Rise Above will also be presenting evidence of their own and that of the manufacturer. 

  • Rise Above will issue a return label for the return of any warranty-related repairs to our store.  If it is found after receipt that the item is not covered under warranty for any reason, the customer will be liable for the associated return postage costs incurred by Rise Above. Items approved for returns, refunds, or exchanges outside of warranty must be returned in the condition they were received and in original packaging.  
  • Parcel transit insurance is not included in return postage by default. Transit insurance is optional and must be requested by the customer by contacting us before the order is posted. Rise Above does not assume liability for items lost, damaged or stolen in transit where transit insurance was not selected and paid by the customer.
  • Where a customer submits a component to Rise Above for a paid repair (i.e. any repair not covered under warranty), Rise Above may send the drone that component to the manufacturer for repair. Rise Above assumes no liability, responsibility, or ownership through any stage of this process where items are returned to the manufacturer for repair; we are simply acting as an intermediary between the customer and the manufacturer. Rise Above have no bearing, input, or influence on the decisions, prices, diagnosis or other made by the manufacturer and Rise Above are not affiliated with the manufacturer in any way. Rise Above assumes no responsibility nor liability for loss or damage of items in transit to or from the manufacturer and or their repair centre, where the customer has not specifically requested additional transit insurance on their item. 
  • It is the customer’s responsibility to ensure adequate pre-flight and post-flight checks are conducted on their system before and after every flight.  Rise Above are not liable for any product failure where said failure would be negated or rectified with an adequate pre-flight or post-flight inspection by the customer. This includes propeller and motor mounting, frame and componentry screws and connectors, frame hardware (carbon fibre frame plates and or booms), connectors, locking mechanisms and other.  All items should be regularly checked in detail for cracks, loosening screws/connectors, or other damage and wear and tear.
  • When using third party apps (i.e. any app that was not made by DJI such as DJI GO, etc.) with your DJI drone, please be aware that DJI will not cover warranty if an incident occurs while using the 3rd party app, regardless if the error is hardware or software related.  This is because the DJI drones rely on the GO application to log all functions of the drone, for analysis in the case of an incident.  If you do not use the DJI Go Application, these official DJI logs are not captured and hence DJI have no content to review to verify the actual pilot inputs and craft actions in flight.
  • Where it is specifically noted on an item listing that the customer is required to supply a product (e.g. camera) for configuration, and the customer does not, the Rise Above workmanship guarantee does not extend to that, nor any related items.  For example, where a camera is not supplied for configuration of a gimbal, Rise Above will not guarantee the final video quality, video feed and IOSD functionality, or functionality of the gimbal.
  • Rise Above will not change, modify, or update any firmware or settings on the customer's non-DJI camera. 
  • As part of the custom build service, Rise Above offer to perform free firmware updates on the client’s behalf where the client is not familiar, or willing to do so.  Rise Above is not liable for hardware or component failures, incompatibility or other due to firmware or software updates from the manufacturer, that occur when updating systems which are outside of the 12-month warranty period offered.  As previously stated, if a customer does not agree with the decision of Rise Above they maintain all rights under Australian Consumer Law to dispute this decision.
  • Warranties/guarantees on all systems are non-transferable, Warranties/guarantees are explicitly an agreement between Rise Above and the purchasing customer as named on the invoice.
  • For any custom built/industrial/professional series drones Rise Above always recommends setting up a ground camera to record the entire flight, clearly capturing the craft in the case that there is an incident, crash, flyaway or other.  If there is an incident that results in a flyaway or any other incident which results in the craft being unrecoverable, there is insufficient flight data/records available and the customer has not clearly video recorded the incident, then the manufacturer may deny the warranty claim, due to lack of information to make an assessment.  If this occurs, Rise Above does not offer any additional warranty where the customer has not recorded video from the ground as recommended by Rise Above. Rise Above must be able to obtain and assess all flight data and logs in order to make an informed decision. Without such data this cannot be achieved.

All warranty and DOA claims will be processed as outlined above under 3.1 Warranties on Custom Built, Industrial, and Professional Series Drones. a
3.3 Warranty – Items to note

  • Rise Above will issue a return label for the return of any warranty-related repairs to our store.  If it is found after receipt that the item is not covered under warranty for any reason, the customer will be liable for the associated return postage costs incurred by Rise Above. Items approved for returns, refunds, or exchanges must be returned in the condition they were received and in original packaging.
  • Rise Above will not hold any accountability or liability for any warranty or DOA items for return to overseas manufacturers, which are lost in transit once supplied to our local postage carriers, and the customer has not elected to take out transit insurance on the item.
  • All items are insured when in transit between Rise Above and the manufacturer’s repair centre.  If an item is found not to be a warranty issue, the customer will be liable for all related postage, packaging and postage insurance costs.
  • Rise Above provides no guarantee on turnaround times for warranty or DOA claims, as this process is managed by overseas manufacturers.  
  • Where a customer is submitting an item to Rise Above for warranty or DOA approval, they agree that Rise Above will not be held liable for items lost in transit with postage carriers, items damaged in transit, loss of work or opportunity, or any other.
  • When using third party apps (i.e. any app that was not made by the manufacturer) with your drone, please be aware that the manufacturer may not cover warranty if an incident occurs while using the 3rd party app.
  • Where purchasing a UAV system, component or accessory from Rise Above, the user understands that due to the technical nature of the industry, any warranty or DOA assessment must be done by, and authorised by, the manufacturer.  The customer agrees that where DOA or warranty claims are not approved by the manufacturer, they will not hold Rise Above liable for compensation or other.
  • Rise Above’s DOA policy will be aligned with and guided by that of the manufacturer with respect to any of that manufacturer’s products / components.
  • RAAC warrants that all goods will conform with all written descriptions as well as any drawings, specifications, samples or models furnished to the purchaser.
  • RAAC provides technical assistance via the telephone, email and website. This assistance does not equate to a warranty, nor an acceptance of liability.  Any technical assistance provided to customers is advice only, and customers should seek other sources of information before attempting to make any alterations to their product.

4.  Repairs/Maintenance

  • RAAC provides repair and maintenance services for Custom Built, Industrial, and/or Professional Series Drone, and ready to fly systems sold by RAAC.
  • RAAC labour/maintenance rates are as follows:
    • Hobby Grade: $100p/h + GST
    • Professional Grade: $150p/h + GST
    • Industrial Grade: $300p/h + GST

 5.  Technical Support

  • RAAC offers four weeks of free technical assistance with all UAV systems sold in store.  This equates to over the phone technical assistance with minor issues.  
  • RAAC will at its discretion offer additional technical support over the phone, or in store, at no charge for minor issues.
  • Technical support outside of these clauses is charged at the following rates:
    • Hobby Grade: $110p/h
    • Professional Grade: $132p/h
    • Industrial Grade: $165p/h

 6. Liability

  • RAAC assumes no liability for damage or injury associated with the improper use of the systems sold.
  • RAAC does not guarantee error-free behaviour of the hardware, electronics or software.  Like any electronic device, there is the potential for malfunction, glitch or error which the user must be aware of.  If any product failure were to occur, the customer still maintains all rights under manufacturer’s warranty and Australian consumer law. If the customer disagrees with the assessment of the manufacturer they are entitled to challenge it under ACL which is usually via the small claims court in their state. In order to dispute the assessment of the manufacturer and or Rise Above, the customer will be required to submit detailed and factual evidence to support their own dispute. In such a case, Rise Above will also be presenting evidence of their own and that of the manufacturer. 
  • Despite careful preparation and review, RAAC does not assume any warranty or liability (direct or indirect) for the accuracy of the software, hardware or information once the product has been built, configured, tested and handed over to the customer.
  • Ready to Fly Platforms will require the use of a computer to change parameters and settings of the UAV drone.  Any adjustments or changes made by the user, are solely at the risk of the user.  RAAC accepts no liability and will not compensate or repair where customers have applied firmware updates to their drone or componentry which has resulted in malfunction or failure. RAAC recommend to remove propellers, gimbals and any 3rd party or added components prior to upgrading firmware. In rare cases firmware updates have been known to disengage/lower landing gear or even activate the motors.
  • Liability for adjustments: The Purchaser is responsible for adjustments to the UAV Drone to suit personal preferences.  RAAC does not recommend making any changes to the original configuration as supplied by us.
  • Where ANY changes have been made to the initial configuration of the drone, or flight radio as supplied by RAAC, the purchaser bears all liability for the change in configuration. Where the change in configuration results in error, malfunction, or damage to the drone, persons or property, the purchaser assumes all liability.
  • A purchaser will be subject to a fee for reconfiguration of the drone or flight radio where changes have been made from the original configuration installed.
  • RAAC is not liable for any errors in reconfiguration of drone or flight controller, except where a fee has been charged for reconfiguration. This does not include the initial configuration of the drone.
  • RAAC is not liable for advising UAV suitability for client’s purpose. We advise clients on the capabilities of each machine, and it is at the discretion of the client as to which system they choose, and the suitability of such for their purposes.
  • RAAC does not, under any circumstance, assume to enter into contracts with customers regarding delivery of drone systems within a specific time frame.  Any urgent requests for delivery will be accommodated where possible, but RAAC will not be held liable for loss of income, favour or other, where drone systems, components, or accessories are not delivered to the client within the advised timeframe.
  • RAAC will not be held liable in any way where clients are purchasing products with an urgent requirement; if the client chooses to proceed with a purchase it is wholly their liability to as to the assumption of risk for delivery.  
  • Where RAAC advises timeframes for delivery, these are indicative timeframes only and can be affected by numerous factors.  RAAC will not be held liable for loss of income, favour or other related to late delivery of UAV systems, components or accessories.
  • RAAC is not liable for loss or damages for loss of/inability to work due to non-delivery, or non-function of UAV systems or equipment.
  • Liability for damages: The purchaser is responsible for ensuring the product is used in compliance with local laws, and that at no point during the flight there is the potential for risk to person/s or property.  The purchaser is responsible to ensure there is adequate clearance from potential hazards, and will ensure that there is no potential for injury or damage to persons or property if the drone were to fail due to operator error or component failure. Any persons injured or any property damaged by use of this product is the sole responsibility of the user.  The purchaser is also responsible for determining the suitability of the product for his or her intended use.
  • Liability for improper use: The Purchaser assumes liability for improper use of this product.
  • Insurance: It is recommended that the Purchaser does not fly prior to purchasing liability insurance. This helps cover costs in the event that persons are hurt or property is damaged as a result of your use of UAV drone technology. In general, model aircraft are not covered by standard liability insurance.
  • Assumption of risk. The purchaser is responsible for ensuring the product is used in compliance with local laws and that at no point during the flight there is the potential for risk to person/s or property.  The purchaser is responsible to ensure there is adequate clearance from potential hazards and will ensure that there is no potential for injury or damage to persons or property if the drone were to fail due to operator error or component failure.  Any persons injured or any property damaged by use of this product is the sole responsibility of the user.  The purchaser is also responsible for determining the suitability of the product for his or her intended use. 
  • Quadcopters, by the nature of their design, have zero motor or propeller failure redundancy.  This means that if a motor or prop fails in flight, the craft will not be able to sustain flight and will fall to the ground.   Rise Above does not recommend the use of quadcopter configurations where lifting high value sensors or payloads, due to the inherent lack of redundancy, if the user chooses this configuration they do so at their own risk.  Hence Rise Above will not cover any payload, sensor or accessory loss (including batteries) sustained in a crash, which is caused by an ESC, motor or propeller failure leading to a crash on any drone with a quadcopter configuration


7. Payments

  • Unless otherwise stated, orders must be paid in full before they are shipped or picked up from RAAC. For custom builds, a deposit may be required upfront, with the remaining balance being paid before shipment or pickup.
  • Where a customer has placed a deposit on a UAV system, the customer understands that this deposit is non-refundable for the following scenarios:
  1. Where a customer has a change of mind regarding system components, use or specifications.
  2. Where the customer cannot, or chooses not to proceed with an order
  3. Where a customer seeks cancellation of the order due to delayed delivery on a UAV system, without providing 2 weeks’ notice to Rise Above Aerials.
  4.  Where a customer incorrectly purchases a product without prior research and/or advice from Rise Above or other relevant literature, the customer is not entitled to a refund.
  • In the event of non-payment and the account being in default and being referred to an external party for collection the customer shall be liable for all resulting costs arising from the recovery, including commission which would be payable if the account is paid in full and legal costs including demand costs.
  • Interest shall run on the amount of monies outstanding from the date due for payment until the date payment is made at the rate prescribed by the Penalty Interest Rates Act plus two per centum.
  • In the event where your overdue account is referred to a collection agency and/or law firm, you will be liable for all costs which would be incurred, including legal demand costs, in addition to the full amount outstanding.
  • Where Rise Above have specially ordered in an item based on a paid order, or order with deposit received, then cancellation of the order is at the discretion of Rise Above. This includes aircrafts and payloads specially ordered with custom specifications, including thermal cameras like DJI XT, WIRIS, and FLIR series.
  • A customer may be eligible for a partial or full refund on deposit, at the discretion of Rise Above Aerials, in the following situations:
  1. Where a customer has a specific timeframe requirement for handover - which has been communicated to, and agreed in contract - and has not been met by Rise Above.
  2. Where Rise Above cannot supply a functional UAV system, or the core parts associated with such system (flight controllers, motors, propellers, radio’s etc.) are unavailable.  Auxiliary items such as batteries, chargers etc., are not considered to be core parts of the UAV system


8. Refunds

  • All Custom Built, Industrial, and/or Professional Series Drone sales are final. Once a client has commissioned Rise Above to build a custom drone system, there is no scope for cancellation of the build, and the customer is liable for full payment on the system once complete. If the customer wishes to cancel the order for any reason, this will be wholly at the discretion of Rise Above, and a restocking fee of 50% will apply.
  • Notwithstanding points noted above relating to warranty and DOA claims, RAAC will not normally refund any drone purchase once handed over to the client, except where Australian Consumer Law requires that Rise Above do so.  This will usually be determined following the steps outlined under the relevant state small claims courts process.
  • Refunds, repairs and warranty claims are determined by a number of factors, including price, age, life expectancy, etc. Depending on the type and level of failure, Rise Above will decide, at their discretion, whether to remedy a failure by repair, replacement or refund. Should the consumer not agree with the decision of Rise Above, they are within their rights to pursue the matter further under their relevant state’s small claims court process.
  • RAAC does not deal in any second hand or used equipment.
  • Where a client is seeking a refund due to delayed delivery of a Custom Built, Industrial, and/or Professional Series Drone, the client must provide an official written 2 week notice of intent to RAAC.  If RAAC cannot supply the UAV drone, flight/video system, or major accessories required for flight within this 2-week notification period, the customer will be provided a full refund on parts and labour costs associated with the UAV drone and accessories.  Major accessories do not include drone batteries, or other ancillary items which can be purchased elsewhere.
  • Where a deposit has been placed for an item a customer may be eligible for a partial or full refund on this deposit, at the discretion of Rise Above Aerials, in the following situations:
    • Where a customer has a specific timeframe requirement for handover - which has been communicated to, and agreed in contract - and has not been met by Rise Above.
    • If there are any discrepancies with your order, they must be reported to Rise Above Aerials within one week of delivery.
    • Where Rise Above cannot supply a functional UAV system, or the core parts associated with such system (flight controllers, motors, propellers, radio’s etc.) are unavailable. Auxiliary items such as batteries, chargers etc., are not considered to be core parts of the UAV system.

 
9. Shipping

Fully Paid Orders placed before 1pm Australian EST will be shipped the same day via Australia Post (subject to item availability). Orders placed over the weekend or on public holidays will be posted the next business day. Locations outside capital cities and major regional centre’s may take an extra day to be delivered. Some areas, including international destinations, may take longer due to the frequency of deliveries to the delivery postcode. RAAC is not responsible for estimated or guaranteed delivery dates calculated by Australia Post and AusPost Express. RAAC does not refund shipping charges if a customer order was not delivered by the delivery date estimated by Australia Post or AusPost Express.
Certain large items and high value items may be shipped by courier with insurance protection, customers agree to pay for all insurance and postage costs

Where a multirotor/drone/UAV (such as a DJI Phantom) is ordered together with a protective case, we will pack and ship the multirotor/drone/UAV and accessories together inside the case, unless otherwise requested in writing before the order is posted.

Where free shipping promotion is offered, order will be shipped via Australia Post with tracking number. Parcel insurance is not included by default. Transit insurance is optional and must be requested by the customer by contacting us before the order is posted.

Where a multirotor/drone/UAV (such as a DJI Phantom) is ordered together with a protective case, the multirotor/drone/UAV and accessories will be packed together inside the case, unless otherwise requested in writing before the order is posted.

For faster delivery, we also offer courier delivery. Please contact us for more information regarding courier transit times and rates.

Rise Above will take all necessary care to ensure safe shipment of the article, but will not be held liable for:

  1. Items lost/stolen/damaged in transit where the 'Rise Above Delivery Guarantee' is not selected by the customer. To Select the Rise Above Delivery Guarantee Specify in the comment box on checkout: If you would like Rise Above to cover any loss or damage to any items whilst in-transit for a nominal fee (1.5% of the total value of the order). If you specify that you would like this coverage during transit, we will contact you prior to shipping to confirm and take payment. PLEASE NOTE THIS OPTION IS NOT AVAILABLE ON INTERNATIONAL ORDERS.
  2. Items refused customs entry for international shipments - it is the customer's responsibility to check local laws and regulations pertaining to legality of systems, parts and components.
  3. Delays in despatch, transit time, delivery issues, non-delivery of items, or other.

 

Important Information on Australia Post's Signature On Delivery Service

Research has shown that receivers are looking for more convenience and control of their parcel deliveries. Accordingly, from 2nd April 2017, we will be making some changes to our Signature on Delivery service aimed at improving the customer delivery experience. One of the current eParcel options that requires a signature on delivery (unless the receiver chooses otherwise) we will now default to Signature on Delivery with Authority to Leave.

What this means for Australia Post Customers is Australia Post will still have customers sign for a delivery whenever they are home. If you’re not home, and Australia Post determines there is a safe place for the parcel to be left on the premises, Then it will be left. Australia Post will also take a photo of the parcel as proof that it was delivered safely and share this with you. If there’s no safe place, Australia Post will leave a card as they normally would – and take the parcel to a nearby Post Office for customer to sign for and collect.

Return labels issued by Rise Above for the return of faulty, defective good or other, are a fully trackable service.  This service is covered under the 'Rise Above Delivery Guarantee'.  This only applies to incoming items for which Rise Above has specifically issued a return label to the customer, and authorised the return of the goods to our store.

If additional packaging  materials are required, Rise Above are to be notified in advance of shipment.  Rise Above will not reimburse any additional packaging costs, additional tracking, insurance or other services added to the return postage service, where these have not been specifically approved by Rise Above in advance.

Last updated: 29/03/2017