Delivery, Shipping and Showroom Collection

Version: 1.0
Publication date: 29.07.2026
Effective date: 29.07.2026

1. General provisions

This page describes the delivery and shipping methods available for products sold through the www.pilotshop.ro online store, as well as the conditions governing order processing, tracking, receipt and collection.

The Seller is REGIONAL AIR SUPORT S.R.L., hereinafter referred to as “PilotShop” or the “Seller”.

This policy supplements:

• the Terms and Conditions;
• Payment Methods and Invoicing;
• Returns and the Right of Withdrawal;
• the Product Warranty Policy;
• the information displayed on the product page, in the shopping cart, at checkout and in the order confirmation.

The delivery methods available for a particular order are displayed before the order is submitted.

The availability of a method may vary depending on:

• the country, city or locality and postal code;
• the physical and volumetric weight;
• the dimensions and number of parcels;
• the nature of the products;
• the order value;
• the payment method;
• parcel-locker limits;
• the carrier’s restrictions;
• legal, customs or export restrictions;
• the technical availability of the integration.

The Customer may select only the options actually displayed at checkout. Any delivery restrictions and applicable charges must be clearly presented before the order is completed.

2. Delivery methods and areas

2.1. Deliveries within Romania

For orders delivered within Romania, the following methods may be available, depending on the characteristics of the order and the options displayed at checkout:

Sameday

• delivery to the address indicated by the Customer;
• delivery to an easybox automated parcel locker.

GLS

• delivery to the address indicated by the Customer;
•  delivery to a GLS Locker automated parcel locker.

PilotShop may replace the selected carrier only where there is an objective reason, the service offered is equivalent, the change does not generate unaccepted additional costs and the Customer is properly informed.

2.2. Deliveries to Bulgaria

For orders delivered to Bulgaria, delivery is carried out exclusively through DPD, provided that the service is available for the relevant address, products and order characteristics.

Delivery is made to the address indicated by the Customer, in accordance with the option displayed at checkout.

The Customer must provide complete and accurate information, including:

• the recipient’s full name;
• the full address;
• the city or locality;
• the postal code;
• the telephone number including the international dialling code;
• the email address used for delivery notifications.
• The shipping charge and estimated delivery time are calculated and displayed before the order is submitted.

Availability of DPD delivery may depend on:

• the city or locality and postal code;
• the parcel’s weight and dimensions;
• the nature of the products;
• shipping restrictions;
• the payment method;
• the technical availability of the service;
• the rules applicable to particular categories of products.

If the address, product or parcel is not eligible for the available DPD service, the delivery method will not be displayed at checkout, or PilotShop will contact the Customer before accepting the order to clarify the shipping conditions.

Unless expressly stated otherwise at checkout, delivery to Bulgaria does not include:

• delivery to a parcel locker or collection point;
• cash on delivery;
• opening the parcel upon delivery;
• installation, configuration or testing services;
• special handling.

The displayed period is an estimate and includes only the transit time after the parcel has been handed over to DPD, unless otherwise indicated. The total period may also include order processing, parcel preparation and any non-working days.

2.3. European deliveries through GLS

PilotShop currently offers GLS delivery to destinations in GLS Areas 1, 2, 3 and 4 integrated into the online store.

Final delivery availability is confirmed by the options displayed at checkout after the country, postal code and address have been entered.

The times shown in the tables:

• are stated in business days;
• are estimates provided for the shipping service;
• are calculated from the time the parcel is collected by GLS;
• do not include order-processing time;
• do not include non-working days and public holidays;
• do not include delays caused by customs formalities;
• do not constitute a guarantee of delivery on a specific date.

PilotShop may update the list of destinations and estimates when the carrier changes its coverage area or service conditions.

Such changes do not affect a delivery period already accepted for a concluded order.

2.4. Destinations not integrated into the online delivery flow

Countries and territories not listed in Areas 1–4 are not currently available through the store’s automated GLS delivery flow.

For a destination that has not been integrated, the Customer may request an individual quotation. Sending such a request does not oblige PilotShop to accept the order.

The contract is concluded only after written confirmation of:

• the possibility of delivery;
• the cost;
• the estimated delivery time;
• the payment method;
• any applicable customs formalities;
• any restrictions applicable to the products.

3. International delivery and customs formalities

3.1. Destinations within the European Union

For destinations within the European Union, the shipping charge is calculated according to the country, address, parcel and available service and is displayed before the order is submitted.

Cross-border delivery charges may differ from delivery charges within Romania, provided that they are communicated to the Customer before purchase.

3.2. Destinations outside the European Union or with a special status

For destinations such as Switzerland, Liechtenstein, the United Kingdom, the Canary Islands or other territories with a special customs or tax regime, the following may be required:

• customs declarations;
• export and import formalities;
• product documentation;
• information regarding the consignee and end user;
• customs duties;
• import VAT;
• customs-clearance fees;
• other charges imposed by the authorities or intermediaries in the country of destination.

Before accepting the order, PilotShop will indicate, insofar as the information is available:

• whether duties and formalities are included in the price;
• whether they are payable separately by the recipient;
• which documents must be provided;
• who is responsible for completing the customs formalities.

PilotShop will not represent a charge as included if it will subsequently be requested separately from the recipient.

The Customer must provide accurate and complete information for the preparation of shipping and customs documents.

3.3. Customs refusal or inability to import

The Customer is responsible for checking whether the product may lawfully be imported and used in the country of destination where local law requires specific authorisations or approvals.

PilotShop may refuse to accept or perform an order where there are objective grounds to consider that:

• export or import is prohibited;
• the product requires an authorisation that is unavailable;
• the recipient or end use is subject to restrictions;
• the carrier does not accept the product;
• the formalities cannot lawfully be completed.

If the impossibility is identified after payment has been received, any sums due to the Customer will be refunded without undue delay, less only those costs that may lawfully be charged to the Customer and that were disclosed in advance.

4. Calculation of shipping charges

The shipping charge is calculated and displayed in the shopping cart or at checkout before the order is submitted.

It may be influenced by:

• the country and postal code;
• the physical weight;
• the volumetric weight;
• the parcel dimensions;
• the number of parcels;
• the selected carrier;
• delivery to an address or parcel locker;
• the fuel surcharge;
• surcharges for remote areas;
• cash on delivery;
• customs formalities;
• special handling or transport;
• additional services accepted by the Customer.

The charge confirmed when the order is completed will not subsequently be increased without informing the Customer and, where the change requires an additional payment, without the Customer’s express consent.

4.1. Free delivery

Where free delivery is offered for an order:

• the promotion conditions are presented before the order is submitted;
• value thresholds, eligible methods or eligible destinations may apply;
• the Customer will not subsequently be charged the Seller’s internal cost of the initial delivery merely because the Customer exercises the statutory right of withdrawal.

Return shipping costs are governed separately by the Returns and Right of Withdrawal page.

4.2. Additional services

Services such as:

• cash on delivery;
• opening the parcel upon delivery;
• priority delivery;
• delivery within a special time window;
• additional insurance;
• special handling;

form part of the contract only if they are displayed, selected and expressly accepted by the Customer.

5. Order processing

Processing for delivery begins after:

• the contract has been concluded through PilotShop’s acceptance of the order;
• product availability has been confirmed;
• receipt of payment has been confirmed where the selected method requires advance payment;
• reasonable checks relating to the order have been completed;
• the information or documents required for shipping have been obtained.

The automatic confirmation that the order has been received does not, in itself, constitute acceptance of the order or confirmation that it has been dispatched.

Products in stock are prepared for dispatch within the period communicated on the product page, at checkout or in the order-acceptance confirmation.

For products that:

• are not held in PilotShop’s own stock;
• are available from a supplier;
• are sourced to order;
• require configuration;
• require special documentation;
• require international inbound transport;

the applicable period will be communicated or confirmed separately.

6. Delivery time

6.1. Estimated period communicated to the Customer

The total delivery period may include:

• the time required to process and prepare the order;
• the carrier’s transit time;
• customs formalities, where applicable;
• the time required for products that are not held in PilotShop’s own stock.

An estimate displayed by the carrier does not automatically constitute a guaranteed contractual delivery date.

A delivery date becomes essential only if:

• before the contract was concluded, the Customer informed PilotShop that delivery by a particular date was essential; and
• PilotShop expressly accepted that deadline.

6.2. Statutory delivery period

Unless another period has been agreed, PilotShop will deliver the products without undue delay and no later than 30 days after the contract is concluded.

If the agreed or statutory period is not observed, the Consumer may request delivery within an additional reasonable period.

If delivery is not completed within the additional period either, the Consumer may terminate the contract.

No additional period is required if:

• PilotShop refuses to deliver;
• delivery on the agreed date was essential;
• before the contract was concluded, the Customer informed PilotShop that the date was essential.

Where the contract is terminated for non-delivery, PilotShop will refund all sums paid without undue delay and, in any event, within the applicable statutory period. For this situation, Government Emergency Ordinance No. 34/2014 provides for a maximum period of seven days from communication of the decision to terminate.

7. Delivery to an address

Delivery to an address means handing over the parcel at the address stated in the order under the conditions of the standard service offered by the carrier.

Unless expressly stated otherwise, the standard service does not include:

• transport inside the home or business premises;
• carrying the products upstairs;
• handling with special equipment;
• unpacking;
• installation;
• assembly;
• configuration;
• technical testing;
• removal of packaging;
• collection of an old product.

The Customer must ensure that:

• the address is complete;
• the courier can access the address;
• the telephone number is valid;
• a person is available to receive the delivery;
• any access restrictions have been communicated.

The delivery details must include, as applicable:

• the recipient’s name;
• the street and number;
• the building, entrance, floor and apartment number;
• the city or locality;
• the county, region or province;
• the postal code;
• the country;
• the telephone number;
• the email address.

8. Delivery to easybox and GLS Locker in Romania

8.1. Parcel eligibility

Delivery to an easybox or GLS Locker is available only for orders that comply with the carrier’s limits regarding:

• dimensions;
• weight;
• value;
• number of parcels;
• the nature of the product;
• the payment method;
• special shipping conditions.

Bulky or highly fragile products, products accompanied by sensitive original documents or products subject to special restrictions may be excluded from parcel-locker delivery.

The fact that a parcel locker is displayed on the map does not mean that it can accept every product.

8.2. Selecting the parcel locker

The Customer must verify:

• the parcel locker’s address;
• the city or locality;
• the access conditions;
• the telephone number;
• the email address.

The collection code is sent by the carrier by SMS, email or through its application.

The Customer must keep the code confidential. A person to whom the code is disclosed may be able to collect the parcel.

8.3. Parcel locker unavailable

If the selected parcel locker is full, defective, unavailable or incompatible with the parcel dimensions, the carrier may:

• delay depositing the parcel;
• request selection of another location;
• redirect the parcel to a nearby parcel locker;
• redirect the parcel to a collection point;
• attempt delivery to an address.

The Customer will be informed through the carrier’s communication channels.

8.4. Collection period

The parcel must be collected within the period indicated by the carrier.

The storage period may vary depending on the carrier, parcel locker and service. The deadline stated in the notification received takes precedence over any general estimate.

If the deadline expires:

• the parcel may be removed from the parcel locker;
• it may be transferred to a depot;
• it may be returned to PilotShop.

Failure to collect the parcel does not automatically constitute a declaration of withdrawal from the contract.

9. Showroom collection

9.1. Order preparation

Personal collection is available only if the option is displayed at checkout or confirmed by PilotShop.

Selecting the option does not mean that the products may be collected immediately.

The Customer must wait for PilotShop’s notification confirming that:

• the products are available;
• the order has been prepared;
• collection may take place.

9.2. Holding period

The order is held for the period stated in the collection notification.

If it is not collected, PilotShop may:

• contact the Customer;
• grant an additional period;
• cancel an unpaid order;
• place the products back on sale;
• for a paid order, agree an alternative delivery method or initiate a refund.

9.3. Identity verification

For orders paid in advance, PilotShop may request:

• the order number;
• the confirmation message;
• presentation of an identity document;
• an authorisation or power of attorney where collection is made on behalf of a company or another person.

Verification is limited to the information necessary to prevent delivery to an unauthorised person.

PilotShop does not retain a copy of the identity document in the absence of a legal basis and a genuine need.

9.4. Product inspection

Upon collection, the Customer may be offered the opportunity to verify:

• the identity of the product;
• its external condition;
• the accessories;
• the integrity of the screen or casing;
• that the product powers on, where possible;
• the documents supplied.

Refusal to perform the inspection does not create an absolute presumption that the product was handed over free of defects and does not cancel the statutory guarantee or rights relating to lack of conformity.

9.5. Right of withdrawal

Showroom collection does not remove the statutory right of withdrawal where the contract was concluded online and the showroom is used solely as a handover point.

Purchases concluded directly in the showroom, with the parties physically present at the same time, are not distance contracts and do not automatically benefit from the statutory 14-day right of withdrawal.

10. Order tracking

After the parcel has been handed over to the carrier, the Customer may receive:

• the shipment number;
• a tracking link;
• the estimated date;
• the estimated time window;
• the collection code;
• cash-on-delivery information;
• redirection options.

The information may be sent through:

• email;
• SMS;
• the customer account;
• the carrier’s application;
• the carrier’s tracking page.

Time windows generated by the carrier are estimates and may be changed during delivery.

PilotShop will assist the Customer in investigating a delay, without requiring the Customer to resolve the incident alone directly with the carrier.

11. Delivery in multiple parcels

PilotShop may split an order into several parcels where necessary in order to:

• protect the products;
• comply with weight or volume limits;
• dispatch from different locations;
• separate products subject to different shipping regimes;
• deliver available products more quickly.

If the split is decided by PilotShop, the Customer will not be charged additional costs beyond the amount accepted when the order was placed.

If separate delivery is requested by the Customer, any additional costs must be communicated and accepted before dispatch.

A separate tracking number may be issued for each parcel.

12. Changing or cancelling delivery

12.1. Before handover to the carrier

The Customer may request:

• a change of address;
• a change of delivery method;
• a change of parcel locker;
• cancellation of the order;

provided that the stage of processing still permits the change.

The request takes effect only after confirmation by PilotShop.

A change may result in:

• recalculation of the charge;
• a change to the delivery period;
• cancellation of the shipping document;
• the issue of corrective tax documents.

12.2. After handover to the carrier

After dispatch:

• cancellation of the shipment is no longer guaranteed;
• a change of address depends on the carrier;
• redirection may delay delivery;
• actual additional costs may arise;
• the parcel may have to be returned before it can be dispatched again.

If the Customer wishes to withdraw after dispatch, the Returns and Right of Withdrawal page applies.

13. Receipt of the parcel

13.1. External inspection

Upon receipt, the Customer is advised to check:

• the recipient’s name;
• the number of parcels;
• the integrity of the packaging;
• the presence of impacts or punctures;
• signs of water damage;
• deformation;
• the integrity of the tape and seals;
• signs that the parcel has been opened.

If visible damage exists, the Customer is advised to:

• photograph the parcel;
• ask the courier to record the observations;
• retain the packaging;
• inform PilotShop without undue delay.

13.2. Absence of a delivery damage report

The absence of a report drawn up upon delivery does not automatically result in the loss of the Consumer’s rights.

Failure to inspect the parcel in the courier’s presence does not cancel:

• the statutory guarantee;
• rights relating to damaged products;
• rights relating to missing products;
• rights relating to incorrectly delivered products;
• rights relating to defects that could not be observed immediately.

The Customer must cooperate reasonably and provide the information required to investigate the incident.

13.3. Opening the parcel upon delivery

The “open on delivery” service applies only if:

• it is available for the relevant order;
• it appears at checkout;
• it has been selected by the Customer.

As a rule, the service permits only a visual inspection and does not include:

• installation;
• configuration;
• complete technical testing;
• use of the product;
• verification of all functions.

14. Transfer of risk

Where shipping is offered and organised by PilotShop, the risk of loss or damage passes to the Consumer only when the Consumer or a person designated by the Consumer, other than the carrier, takes physical possession of the product

Risk does not pass merely through:

• handover to Sameday, GLS or DPD;
• generation of the shipment number;
• storage in a hub;
• deposit in a parcel locker that forms part of the carrier’s service, before the parcel is collected.

If the Consumer independently contracts a carrier not offered by PilotShop, risk may pass when the goods are handed over to that carrier, in accordance with the law.

15. Parcel lost, damaged or incorrectly delivered

The Customer must inform PilotShop if:

• the tracking information is not updated;
• the parcel is marked as delivered but has not been received;
• the parcel was handed to an unauthorised person;
• the products are damaged;
• products or accessories are missing;
• a different product was delivered;
• original documents are missing;
• aeronautical documents have been damaged.

PilotShop may request:

• photographs;
• images of the packaging;
• the shipping label;
• a description of the incident;
• confirmation of the address;
• other information strictly necessary for the investigation.

PilotShop will open an investigation with the carrier.

Resolution of the Consumer’s rights will not be made exclusively conditional upon the carrier first paying compensation. The trader remains responsible for delivery performed through a carrier contracted by it.

16. Failed delivery and failure to collect the parcel

Delivery may fail due to:

• an incorrect or incomplete address;
• the recipient being unavailable;
• failure to answer telephone calls;
• inability to access the address;
• refusal of the parcel;
• failure to pay the cash-on-delivery amount;
• expiry of the collection period;
• refusal of a reasonable identity check.

The carrier may:

• make another attempt;
• request instructions;
• redirect the parcel;
• hold the parcel temporarily;
• return the parcel to PilotShop.

Mere refusal or failure to collect the parcel does not automatically constitute exercise of the statutory right of withdrawal.

A Customer who wishes to withdraw must send an unequivocal statement through the online function, by email or by another accepted means.

If failed delivery is attributable to the Customer, the direct, actual and documented costs of:

• returning the parcel to PilotShop;
• a requested redirection;
• redispatch;

may be charged to the Customer if the Customer was informed and to the extent permitted by law.

PilotShop does not impose penalties or administrative charges merely because delivery was unsuccessful.

17. Products subject to shipping restrictions

Certain products may be subject to restrictions due to:

• batteries or rechargeable batteries;
• flammable substances;
• pressurised containers;
• dimensions;
• weight;
• fragility;
• dangerous-goods regulations;
• radio equipment;
• aeronautical characteristics;
• export rules;
•  the destination or end user.

In such cases:

• parcel-locker delivery may be unavailable;
• certain countries may be excluded;
• special transport may be required;
• additional documents may be requested;
• the charge and delivery period may require manual confirmation;
• PilotShop may refuse to accept the order if transport cannot be carried out lawfully.

18. Product packaging and documents

PilotShop packages products according to their nature, weight, fragility and value.

Products are delivered as new products, except for those expressly identified as:

• resealed;
• display items;
• refurbished;
• having damaged packaging;
• belonging to another clearly described category.

Depending on the product, delivery may include:

• the invoice or instructions for accessing it;
• the warranty certificate;
• manuals and instructions;
• accessories;
• declarations of conformity;
• technical certificates;
• aeronautical documents;
• EASA Form 1;
• FAA Form 8130-3;
• other documents specified in the offer.

Documents may be provided on paper or on a durable electronic medium.

The apparent absence of a document must be reported to PilotShop so that the situation can be checked and the document sent if it should have been supplied.

19. Delays and exceptional circumstances

Delivery may be affected by:

• severe weather conditions;
• traffic disruption;
• strikes;
• infrastructure interruptions;
• busy commercial periods;
• parcel-locker unavailability;
• customs formalities;
• checks by authorities;
• IT incidents;
• shipping restrictions;
• force majeure events.

PilotShop will use reasonable efforts to:

• inform the Customer;
• obtain updates;
• identify an alternative;
• limit the effects of the delay.

An external event does not automatically remove the Consumer’s rights regarding an additional delivery period, termination of the contract or a refund.

20. Data protection

For the purpose of delivery, PilotShop may transmit the following information to the carrier:

• the recipient’s name;
• the address;
• the postal code;
• the telephone number;
• the email address;
• the cash-on-delivery amount;
• parcel information;
• instructions necessary for handover;
• customs information, where required.

Carriers may also process the data for their own legal and operational obligations.

Further information is available in the Privacy Policy.

The Customer must not enter sensitive data or information unnecessary for delivery in the order notes.

21. Contact

For questions regarding shipping and delivery:

REGIONAL AIR SUPORT S.R.L. – PilotShop

• email: [email protected];
• telephone: +40 770 951 700;
• showroom/place of business: No. 24–28 București–Ploiești Road, Sector 1, postal code 013694, Bucharest;
• business hours: Monday–Friday, 09:00–17:00.

The request should include, as applicable:

• the order number;
• the shipment number;
• the recipient’s name;
• a description of the situation;
• relevant photographs or documents.

The Customer must not send passwords, banking access codes or full payment-card details.