RETURNS
If you are not completely satisfied with your purchase from Pilotfly.de, you can return your item(s) for a full refund within 14 days of confirmed delivery.
IMPORTANT - If you would like to return your item(s), please contact us by either submitting a call request or sending a message using the “I need After-Sales Support” button on the Contact Us webpage. We will share with you a Return Merchandise Authorization (RMA) code and ask that you clearly mark this code outside of your shipping box as you ship your Pilotfly item(s) back for a refund.
Unless the return is made due to a faulty product, or an incorrectly shipped product, you will be liable for the shipping and any applicable customs/duty fees returning the item(s). Shipping and handling charges for all orders are non-refundable. Customer will be responsible for the return shipping cost to send return back to us. For returned merchandise that is found to be genuinely defective, we ship out replacement at no cost in Germany (we pay for the replacement shipping cost) and will not charge additional shipping and handling fees.
We reserve the right to return merchandise to its customer and not refund money, if we in our opinion deem that the merchandise has been used, crashed, abused, misused or modified in any form, or has been damaged by water, dust, or other contaminants.
Returned merchandise must be in its original packaging, and placed in a shipping box (TIP: You can return your item(s) in the same, specifically sized shipping box you have received them in). Attach the label to the sealed box and make sure to clearly mark the RMA code you have received from us outside on the box. Do not forget to cover or peel off any existing shipping labels on the box – we don’t want the delivery guys to be confused!
We strongly advise that if you are returning your Pilotfly item(s) with a carrier of your choice that you use a traceable shipping method. Please note that Pilotfly cannot be held accountable for returns made that have not reached our Returns Department or returns made without RMA codes.
It may take 4-5 business days for your return to reach the Pilotfly EU Returns Department. Once it is received and inspected, your refund will be processed and automatically applied to your credit card or original method of payment within 14 days. Please note that depending on your credit card company, it may take an additional 2-4 business days after your credit is applied for it to post to your account.
REPAIRS
Please contact us to help diagnose any repairs that you may need – we are here for you! We can then determine whether the repairs will be covered under our Limited Warranty or not. If your repair is not covered by the Limited Warranty, then we can quote the estimated charge to repair. Either way, we will make sure that you have a functioning Pilotfly gear!
HINT - Most Pilotfly product related technical issues may be troubleshot and resolved on spot by some quick fixes you may make. We highly recommend viewing the user manual video of the product you would like to troubleshoot at our support page before contacting Pilotfly for returns or repairs.
In most cases, we are also able to provide the spare part(s) to help you resolve the issue on your own without sending the item(s) in for repairs. If the identified issue is covered under our Limited Warranty and it is determined that spare part(s) will fix it, we will happily send you the part(s) at no additional cost except shipping costs. If the issue is not covered by either of those options, then we can quote the estimated charge for the spare part(s) and shipping.
If you decide to ship your item(s) to us for repairs, please contact us to receive a Return Merchandise Authorization (RMA) code which we will ask for you to clearly mark outside of the box as you ship your Pilotfly item(s) back for repairs. Note: You will be liable for the shipping and any applicable customs/duty fees returning the item(s).
LIMITED WARRANTY
All Pilotfly products purchased form the EU store carry 1 year limited warranty against defects in materials and workmanship. This limited warranty does not apply to cosmetic details which do not limit functionality, misuse, modifications or ordinary wear and tear. Return shipping costs needs to be coverd by the customer. The cost to return items to customer after repair with issues covered by the warranty is paid by Pilotfly. All warranty claims are determined in Pilotfly’s sole judgment. Items with electronic modules that have been open or tampered with, items purchased used, and damage to third party equipment are excluded from warranty coverage.
CANCELLING
If your order is not yet shipped, you may contact us via contact. Pilotfly.de and ask to cancel your order.
Your payment will be refunded in full.