Karma Recall and Return Information
Last updated February 1st, 2017
Return Instructions
If you already own Karma, follow these instructions to return your product for a full refund.
If you purchased from Best Buy or bestbuy.com:
Please return the product to your nearest Best Buy store with the receipt.
If you purchased from gopro.com:
Please contact customer support at 1-866-886-3001 or visit online support here.
FAQs
Q: Why is GoPro conducting this recall?
A: The recall was announced after we discovered that in a small number of cases, Karma units lost power during operation. We are investigating the issue and working in close coordination with the U.S. Consumer Product Safety Commission and the Federal Aviation Administration.
Q: Is there a recall on HERO5 Black or Karma Grip?
A: No. The recall is only for the Karma drone. HERO5 Black and Karma Grip are not subject to a recall. However, if you purchased the Karma drone bundle package, which included HERO5 Black and Karma Grip, you must return those with your Karma drone for a full refund.
Q: My Karma drone appears to be operating okay. Can I continue to use it?
A: No. Even though your Karma appears to be working fine, we are asking all customers to immediately stop using the product and participate in the recall. Refer to the Return Instructions section above.
Q: Can I exchange my Karma drone for one that is not affected?
A: No. We are recalling all Karma units and providing a full refund. We are investigating the issue and plan to make Karma available once it has been resolved.
Q: How do I return Karma?
A: Refer to the Return Instructions section above.
Q: What if I bought Karma at Best Buy or bestbuy.com?
A: All Karma drones bought at Best Buy or bestbuy.com should be returned to your nearest Best Buy store with the receipt for a full refund. Even though the recall is only for the Karma drone, all components included with the Karma drone bundle, including HERO4 Black and Karma Grip, must be returned for a full refund. Refer to the Return Instructions section above.
Q: Will I receive a refund for Karma?
A: Yes. You will receive a refund for your purchase. All components included with the Karma drone bundle, including HERO5 Black and Karma Grip, must be returned for a full refund. For Best Buy customers please contact GoPro Customer Support directly and have your original transaction number available to confirm your product has been returned and processed at Best Buy.
Q: Will I receive a refund for GoPro Care for Karma? And what if I bought accessories?
A: Yes. You will receive a refund for GoPro Care for Karma and any Karma-related accessories you may have purchased.
Q: I no longer have the receipt for the product. Can I still return it?
A: Yes. You can still return the product without a receipt. Please work directly with GoPro for no receipt returns.
Q: Do I have to return all the components received with the Karma drone if I purchased a Karma drone bundle?
A: Yes. Even though the recall is only for the Karma drone, all components included with the Karma drone bundle, including HERO5 Black and Karma Grip, must be returned for a full refund.
Q: Will I receive a free Hero5Black Camera once I return my Karma?
A: No. We are offering a full refund for your Karma or an exchange for the re-launched Karma Drone.