Return Policy

Introduction

If you aren’t satisfied with your item, you can return it within 30 days of purchase. We want all of our customers receive the best possible experience when using our website and service. In most cases, returns are approved and our customers receive full reimbursement for the cost of the product. However, we do reserve the right to deny any request which we deem unreasonable.

To learn more about Australia Consumer Law, our rights as a business and your rights as a consumer, please see the ACCC website: www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund/. If you would like our assistance or additional information, you can email us at info@pilotgear.com.au


How do I return an item?

The first step is to complete our returns form. A member of our team will review your request and if approved, you will be emailed with return shipping instructions. We will process the return within two business days after we receive the product back in our store.


Eligibility requirements

  1. Product must be returned within 30 days of purchase.
  2. Proof of purchase must be provided. This is done by providing us with a valid order number in the return form. Your order number can be found on your order receipt emailed to you at time of purchase.
  3. Items must be returned in an acceptable condition to be eligible for the refund. Please ensure the item meets the following criteria:
    1. The item is undamaged and in a suitable condition for resale.
    2. The item packaging and tags have not been removed.
    3. The packaging is not damaged or stained.
    4. All the item’s parts and individual components have been returned. This includes all accessories and documentation provided by the manufacturer.
  4. Return tracking must be provided to us when you send the product. Please make sure you include signature upon delivery.

  5. Return Shipping Charges

    Shipping costs are non-refundable as we are unable to recover the shipping fees once the product has been delivered. However, if you received the wrong item, or it was delivered to you in a damaged or faulty state, we will reimburse you for the cost of return shipping.