12. RETURN POLICY (part of the Terms and Conditions)

12.1 According to O.U.G. Nr. 34/2014 on consumer rights in contracts concluded with professionals, as well as for amending and supplementing some normative acts, "Before the expiration of the withdrawal period, the Consumer has the right to withdraw from this contract, without having to justify the decision withdrawal and without incurring other costs than those provided in art.13 paragraph (3) and art.14, within 14 calendar days starting with the day on which it enters into physical possession of the product. Return expenses are borne by the consumer."

12.2 According to Law 449/2003, art. 2 Letter a): The consumer is defined as any individual person or group of individual persons constituted in associations, who, within the contracts that fall under the incidence of this law, act for purposes outside their commercial activity, industrial or production, artisanal or liberal; The professional is defined as "any individual or legal person, public or private, who acts in his commercial, industrial or production, artisanal or liberal activity in connection with the contracts covered by this law, as well as any person who acts for the same purpose, in its name or on its behalf".

12.3 Thus, in accordance with the provisions of O.U.G. no. 34/2014 on consumer protection in the conclusion and execution of distance contracts, which is defined as "any contract concluded between professional and consumer within a system of sales or provision of organized distance services, without the simultaneous physical presence of the professional and of the consumer, with the exclusive use of one or more means of distance communication, until and even when the contract is concluded ", THE CONSUMER HAS THE RIGHT TO WAIVE THE PURCHASE, WITHOUT PENALTIES AND WITHOUT INVOCATION OF A REASON, AND WITHOUT SUPPORTING OTHER COSTS THAN THOSE OF DELIVERY, WITHIN 14 WORKING DAYS from the receipt of the product / products ordered EXCLUSIVELY through the website www.pilotshop.ro and delivered at a distance by courier services.


12.5 The renunciation of the purchase is applicable only to the clients of individuals or group of individuals constituted in associations, as they are defined in art. 2 point 2 of the Government Ordinance no. 21/1992 on consumer protection, republished, with subsequent amendments and completions.

12.6 THE RETURN PERIOD expires, According to O.U.G. no. 34/2014, within 14 days from the day when the Buyer came into possession of the good / product. After the expiration of this period, the Return of a product can be made only under the terms and clauses of the WARRANTY POLICY.


a) Through the Return Procedure on the site:

- The customer fills in the Return Form from the user account (MY ACCOUNT -> ORDER HISTORY -> RETURN REQUEST).
- The Seller receives the Return Request and, if the request is eligible, will confirm the Return Request
- In the Return of goods section, the Customer has the possibility to check the status of the return request.
- After receiving the Confirmation of the Return Request, the Customer packs the product(s) properly and sends, at his own cost, without cash on delivery and without the swap option, the product / products approved for return.
- The product is sent to the address indicated in the Return Form. If it has the possibility to print, it is recommended to the Customer to send a copy of the fiscal invoice for the purchase of the product and of the Return Form.
- After receiving the package by the Seller, the products will be inspected and, if they meet the return conditions, the seller will return the money paid to the Customer, within 14 days from the date the Customer informed the Seller about the decision to withdraw from the contract , but not before the date of receipt of the goods.

b) By formulating any other unequivocal statement in which you express your decision to withdraw from the contract, sent on a durable medium, for example by e-mail, to the address office@pilotshop.ro. After checking the eligibility of your application by the PilotShop.ro staff and confirming the return request, you can return the product either by following the steps above, or you can return the product in person in the PilotShop.ro showroom.


a). In the case of legal entities, which are defined as any economic operator registered with local fiscal authorities on the basis of a CUI / CIF / VAT number except for non-profit organizations or associates made up of individuals who do not aim for profit, they are not consumers and the Seller reserves the right to accept the return of the products and the establishment of their equivalent value as a credit for future orders, to return the payment, or to refuse the request for return.

b). Acceptance of the Withdrawal from the contract or the waiver of the purchase applicable to legal entities, is the exclusive option of the Seller and may be the subject of contractual relations or commercial agreements separate from this document that the Seller may have with the Legal Entities. Thus, the Seller cannot be obliged under the terms and conditions of this document or under the provisions of O.U.G. no. 34/2014 on consumer protection when concluding and executing distance contracts to accept the Withdrawal from the contract or the renunciation of the purchase of legal entities.

c). If the Seller accepts the Withdrawal from the contract or the waiver of the purchase applicable to legal entities, the applicable Return Conditions will be the same as in the case of the Withdrawal from the contract or the waiver of the purchase applicable to individual persons.
d). Withdrawal from the contract or renunciation of the purchase is NOT accepted for legal entities for products / services that:
- were produced or brought on special order for the Buyer
- have been configured or customized especially for the Buyer


13.1 The return of the products can be done through any courier company preferred by the client, at the Client's own expense (without the cash on delivery and swap options), respecting the steps mentioned above.
13.2 The return costs and costs of associated services already performed at the time of delivery and payment of the order, respectively delivery costs, cash-on delivery fees, bank and online payment fees will be borne by the customer, and the Seller is obliged to reimburse strictly the value of the product in 14 days from the date on which the Seller is informed about the Client's decision to withdraw from the contract, but not before the date of receipt of the goods. The amount will be returned as follows:
- for Orders paid by card -> for orders paid with the card the amount will be returned on the same card used for purchase, the issuing bank will unblock the blocked amount in the customer's account within 1-30 days, depending on its policy
- for Orders paid with Bank Transfer -> by bank transfer to the same account
13.3 Parcels cannot be sent by Romanian Post.
13.4 It is recommended to return the products with the option to open the package upon delivery.
13.5 The distance contracts concluded according to art. 16 of O.U.G 34 are exempted from the right of withdrawal.
13.6 It is recommended that the returned products be accompanied by a copy of the tax invoice and the completed Return Form.
13.7 Returned products must be accompanied by the original warranty certificate, if issued by the manufacturer / distributor, except for warranty certificates issued in electronic format.
13.8 For aviation certified products, the Certificate of Conformity and/or Certificate of Compliance or Airworthiness such as EASA Form-1 Athorised Released Certificate or FAA-8130- Airworthiness Approval Tag need to be returned with product(s).
13.9 Depending on the Buyer's option, the credit resulted from the returned products can be used to pay for another product or can be returned within 14 days from the date on which the Seller is informed about the Customer's decision to withdraw from the contract, but not before the date of receipt of the goods.
13.10 Considering the provisions of the updated law 249/2015, in order to fulfill the objectives from art. 14, the products are returned only in the original packaging, undamaged, and with identification labels.
13.11 The returned product must be in the same condition in which it was delivered; to be in new condition, without wear, scratches, chipping, blows, or defects caused by an external shock.
13.12 The product must be returned together with all received accessories, installation CDs, manuals, etc.
13.13 If the Client / Buyer requests the withdrawal from the Contract within the legal term of withdrawal from the contract, he must return any gifts or promotional items or bonuses that accompanied the respective product, otherwise being obliged to pay the Seller their value.
13.14 If the Good is returned in a condition in which it can no longer be sold as new (open packaging, accessories missing, the Good is damaged), we reserve the right to refuse the return or request a fee to return the Good to its original state, as the case may be, or to cover the price difference resulting from the sale of the product as resealed or, at the Buyer's request, we will resend the Good, the delivery costs being borne by the Buyer.
13.15 PilotShop.ro cannot be obliged by the Customer to accept products defined as NON-RETURNABLE.  


14.1 Books, maps, flight documentation
14.2 Configured electronic products, in the sense of creating a personalized user profile or registering the product on the manufacturer's website for warranty or registering it with the authorities (eg Civil Aviation Authority, ANCOM, etc.)
14.3 Protective masks; oxygen masks
14.4 For reasons of hygiene, the return of Earbuds headphones that have been unsealed if they do not have the possibility to replace the elements that enter the ear (ear buds, ear tips) - in this case, the Seller can reimburse the Customer the product value minus the value of the replaced elements needed to bring the product to its original state.
14.5 Consumables (filters, batteries, office accessories and stationery)
14.6 Toys / children's products can only be returned sealed
14.7 On-demand or special-order products, regardless of category, which the Seller does not normally sell and are brought into stock following a firm order from the Buyer or making an advance payment, or customized / tailor-made products / configured according to the specifications presented by the consumer cannot be returned.
14.8 Audio, video, or computer recordings, on CD, DVD type media, if unsealed;
14.9 Products whose software licenses have been used or those that have configured personalized user accounts that prevent the device from being brought to its original state from a software point of view.
14.10 Digital content that is not delivered on a physical medium. E-book type products.
14.11 Products in the "Clothing" category can only be returned if they have not been worn and have a label and / or other identification attached.
14.12 Products of the same kind, in multiple quantities, in case of return of the entire quantity, it will be accepted that only one of the products can be unsealed, the rest of the products can be accepted only if they are sealed.
14.13 Products liable to deteriorate or to expire rapidly
14.14 Unsealed consumables related to any category of products in the offer
14.15 Products which are, after delivery, according to their nature, inseparably mixed with other elements

15. DECREASE IN THE VALUE OF RETURNED GOODS (According to O.U.G. No. 34/2014 Art. 14, Paragraph 3)

15.1 Because, in the case of distance sales, the consumer does not have the possibility to see / test / try the goods before concluding the contract, he has the right to withdraw from the contract. For the same reason, the consumer is allowed to test and verify the goods he has bought to the extent necessary to establish the nature, characteristics and functioning of the goods. Thus, the Consumer is responsible only in terms of diminishing the value of the products resulting from their handling, different from what is necessary to determine their nature, characteristics and functioning, according to art. 14, para. 3 of O.U.G 34/2014.

15.2 In order to determine the nature, characteristics and mode of operation of the goods, the consumer must handle and inspect them in the same way as he would be allowed to do in a real physical store. For example: the consumer only has to try on an item of clothing, not to wear it. Electronic products are tested only by turning it on and turning it off, NOT by using them for the purpose for which they were produced. Therefore, during the legal withdrawal period, the Consumer must handle and inspect the goods with the necessary care.

15.3 The manipulations accepted for determining the nature, quality and functioning of the goods are:
- unpacking without destroying or damaging the original packaging, following the instructions for unpacking (where the manufacturer indicates the handling) without damaging the packaging, product or accessories;
- visual, tactile and olfactory inspection (when the provisions below are not violated) of the products;
- in the case of products that do not require the installation of consumable accessories or connection to other utilities than electricity, it is allowed to only connect them to electricity and start / stop them;
- in the case of products that require the installation of consumable accessories (eg filters, batteries) or connection to utilities other than electricity (eg water, oxygen, compressed air, etc.) it is allowed to only connect them to electricity and start / stopping them and it is not allowed to mount consumable accessories.

15.4 If a consumer exercises his right of withdrawal after using the goods to an extent that exceeds the limit necessary to establish the nature, characteristics and mode of operation of the goods, he is liable for any decrease in the value of the goods.

15.5 Unaccepted actions that lead to a decrease in the value of the returned product or loss of the right of withdrawal:
- use of electronic devices in any other way than testing by turning the device on / off;
- configuration, in the sense of creating a personalized profile of the user or registration of the product on the manufacturer's website for warranty or its registration with the authorities (eg Civil Aeronautical Authority, ANCOM etc)
- breaking seals and labels;
- breaking or damaging the original packaging (the original packaging is an integral part of the product);
- scratching, soiling, staining, impregnation of products with external substances;
- unsealing consumable accessories (eg ink cartridges, toner, etc.)
- unsealing or installing software licenses;
- unsealing cosmetics, personal care, maintenance, cleaning, products for children and newborns or underwear.

15.6 The accessories (user manuals, CDs, cables, etc.) in the product box as well as its original packaging are an integral part of the product. As a result, when you return a product you have the obligation to return it with the original packaging undamaged, protected by wrapping with foil for stretch plastic packaging or packed in a cardboard box (without labels glued on it, without cuts, tears, etc.) and together with all its accessories.

15.7 If the returned good presents damaged original packaging (wrinkled and / or torn and / or cut and / or perforated and / or wet and / or with traces of labels, adhesive tape, pen, marker, etc.) or incomplete ( for example: safety supports, protective elements made of cardboard or polystyrene, etc.), or shows signs of wear, scratches, bends, blows, cracks, electric shocks, missing accessories, missing warranty certificates, The consumer is responsible for diminishing the value of the goods and the Seller reserves the right to refuse the return or to accept the return only after bringing the good to conformity, involving the costs of sanitation, cosmetology, repair, replacement of any damaged parts and bringing to a commercial form for sale as resealed product. / Refurbished. The final value is established depending on the value of the parts to be replaced and the reconditioning work or as the difference between the initial value of the new product and the resale value of the used product.

15.8 The decrease of the value of a returned product is applied between 10% -90% of the initial value of the product. The reduction fee will be communicated to the customer upon receipt of the modified products.


16.1 The return will be made to the following address:

Regional Air Support S.R.L.
In the attention of PilotShop.ro - Return department
Address: Soseaua Bucuresti-Ploiesti Nr. 24-28, Sector 1, Bucharest - Postal Code 013694
Phone: 0770951700,
E-mail: office@pilotshop.ro
Working hours: Monday - Friday 09:00 - 17:00

16.2 The return can be made in person, directly at our headquarters (address above) or by courier (company of the Consumer's choice) according to the above conditions.

16.3 The sender is responsible for the correctness of the data entered on the transport document (AWB), as well as for the correct packaging and labeling of the packages.

16.4 The packages sent by the sender must be packed in a way that protects the product from factors that can lead to its deterioration during transport (it is recommended to use safety elements, eg: polyester, cardboard, bubble wrap, etc. .). It is also recommended to pack the package so that it corresponds to the weight, shape and nature of the content, as well as the mode and duration of transport. The packaging must protect the contents so that it cannot be damaged by pressure or successive manipulations, being able, as the case may be, from cardboard boxes, plywood, wood, plastic filled with polystyrene.

16.5 The term of analysis of a request for withdrawal from the contract may vary between 3-5 days from the receipt of the product but will not exceed the legal term for reimbursement of the equivalent value in accordance with the legislation in force.