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Terms and Conditions

Version: 1.0
Publication date: 29.07.2026
Effective date: 29.07.2026

Chapter 1. General provisions, trader identity and scope

1.1. Information about the trader

This document sets out the general terms and conditions governing access to, use of and placement of orders through the online store www.pilotshop.ro, as well as the legal relationship between the trader and persons who use the Website or purchase products sold through it.

The online store www.pilotshop.ro is operated by REGIONAL AIR SUPORT S.R.L., a company incorporated and organised under Romanian law, with its registered office at No. 14-22 Bucuresti-Ploiesti Road, Block XIII/2, Ground Floor, Apartment ROOM 1, Bucharest, Sector 1, Romania, registered with the Trade Register under No. J1999006863409, European Unique Identifier (EUID): ROONRC.J1999006863409, unique registration code RO12020346 and share capital of RON 25,000.

The PilotShop place of business/showroom is located at No. 24-28 București-Ploiești Road, Sector 1, postal code 013694, Bucharest.

Contact details:

For the purposes of this document, “PilotShop” is the trade name used by REGIONAL AIR SUPORT S.R.L. to operate the online store www.pilotshop.ro.

The trader’s full identification details are published in the Contact section and on the other information pages of the Website and include at least:

  • company name;
  • legal form;
  • registered office;
  • Trade Register registration number;
  • unique tax registration code;
  • share capital, where applicable;
  • contact details (telephone and email);

This information forms an integral part of this document.

1.2. Scope

This document applies to all Website visitors, registered users, Customers and Consumers who access or use the online store www.pilotshop.ro.

By using the Website, the User acknowledges the rules applicable to access to and use of the platform. The provisions concerning the sale of products become binding on the Customer after the Customer has had the opportunity to review them and has expressly accepted them before submitting the Order, without prejudice to the statutory pre-contractual information requirements.

A User who does not agree with one or more provisions of these Terms and Conditions must discontinue use of the Website and the services offered through it.

1.3. Nature of the contract

Sales contracts resulting from Orders accepted by the Trader through the online store are distance contracts within the meaning of Government Emergency Ordinance No. 34/2014, as subsequently amended and supplemented.

The contract between the Trader and the Customer is concluded only after the Trader accepts the Order, under the conditions set out in Chapter 3 of this document.

The automatic transmission of an acknowledgement of receipt of an Order does not amount to acceptance and does not constitute conclusion of the sales contract.

The Trader reserves the right to request additional information, confirmation of the Customer’s identity or confirmation of the Order before its final acceptance, where justified by the need to prevent fraud, obvious errors or other objective circumstances.

1.4. Applicable legislation

The online store operates in compliance with Romanian and European legislation applicable to electronic commerce and consumer protection, including, without limitation:

  • the Romanian Civil Code;
  • Law No. 365/2002 on electronic commerce;
  • Emergency Government Ordinance No. 34/2014 on consumer rights in contracts concluded with traders;
  • Emergency Government Ordinance No. 140/2021 on certain aspects concerning contracts for the sale of goods;
  • Regulation (EU) 2016/679 on the protection of personal data (GDPR);
  • Law No. 506/2004 on the processing of personal data and the protection of privacy in the electronic communications sector, to the extent applicable;
  • any other legislation applicable to the contractual relationship between the Trader and the Customer.

If the applicable legislation changes, the provisions of this document will be interpreted and applied in accordance with the legal provisions in force when the relevant legal effects arise.

1.5. Amendment of the Terms and Conditions

The Trader reserves the right to amend, update or supplement this document at any time where necessary as a result of:

  • changes to the applicable legislation;
  • changes to the operation of the online store;
  • the introduction of new services or functionalities;
  • the implementation of legal obligations imposed by the competent authorities;
  • improvements to the user experience.

The updated version of the Terms and Conditions takes effect on the date it is published on the Website and applies to Orders placed after that date.

Contracts already concluded remain governed by the version of the Terms and Conditions in force on the date the Order was accepted, unless the law requires the immediate application of mandatory provisions.

1.6. Related contractual documents

This document is supplemented by the information published on the following pages of the online store:

Where a dedicated document contains special provisions, for example the Returns Policy or the Warranty Policy, those provisions prevail over the general provisions of these Terms and Conditions to the extent that they specifically regulate the relevant matter and do not conflict with mandatory legal provisions.

Chapter 2. Definitions and interpretation

For the purposes of these Terms and Conditions, the terms below have the following meanings, unless the context requires otherwise:

2.1. Trader

Trader, Seller or PilotShop means REGIONAL AIR SUPORT S.R.L., the owner and operator of the online store www.pilotshop.ro, which sells products through the electronic platform and concludes distance contracts with Customers.

Whenever the terms “PilotShop”, “Trader”, “Seller” or “Company” are used in this document, they have the same meaning.

2.2. Website

Website means the online store available at: https://www.pilotshop.ro

together with all pages, subdomains, services, functionalities, modules, applications and software components associated with it.

2.3. User

User means any natural or legal person who accesses the Website, whether or not that person creates a Customer Account and whether or not that person places an Order.

2.4. Customer

Customer means any natural or legal person who places an Order through the online store or purchases one or more products sold by PilotShop.

Depending on the circumstances, the Customer may also qualify as a Consumer under consumer protection legislation.

2.5. Consumer

Consumer means any natural person acting for purposes outside that person’s trade, business, craft, production or professional activity and, to the extent expressly provided by the applicable legislation, any group of natural persons constituted as an association under the law.

The special rights provided by Emergency Government Ordinance No. 34/2014, Emergency Government Ordinance No. 140/2021 and other consumer protection legislation apply to the persons and under the conditions specified by each relevant enactment.

2.6. Customer Account

Customer Account means the personal electronic area created on the Website using an email address and password, which allows access to Order history and use of the after-sales services offered by PilotShop.

The Customer Account may be used, as applicable, to manage:

  • Orders placed;
  • available invoices;
  • delivery and billing addresses;
  • after-sales requests;
  • Order notifications;
  • the history of submitted requests.

The Customer is responsible for maintaining the confidentiality of login credentials and for all operations carried out using the Customer’s own Account.

2.7. Order

Order means the electronic document sent to PilotShop through the online store by which the Customer expresses the intention to purchase one or more products under these Terms and Conditions.

Submission of an Order does not amount to acceptance and does not, in itself, conclude the sales contract.

2.8. Contract

Contract means the distance contract concluded between PilotShop and the Customer under Government Emergency Ordinance No. 34/2014 through the Trader’s express acceptance of the Order.

The reference language of the Contract is Romanian, in accordance with Article 11.7, and the legal relationship between the parties is governed by the law specified in Article 10.6.

2.9. Products

Products means the goods sold through the online store, including, without limitation:

  • aviation equipment;
  • accessories;
  • headsets and communications equipment;
  • navigation instruments and devices;
  • publications and technical documentation;
  • promotional items;
  • other products presented in the online catalogue.

Product images are for illustrative purposes. Minor differences in colour, finish, packaging or other presentation elements may occur without affecting the essential characteristics of the Product.

2.10. Price

Prices may be displayed in Romanian lei (RON) or euro (EUR), depending on the currency selected by the User and the functionalities available on the Website. The contractual Price and the actual payment currency are those displayed in the Order summary before the Order is submitted.

Prices include value added tax (VAT), unless expressly stated otherwise. Delivery charges and any other applicable costs are shown separately before the Order is submitted.

Where the payment instrument is denominated in another currency, the Customer’s bank or payment service provider may apply its own exchange rate or charges, without PilotShop’s involvement.

2.11. After-sales requests

PilotShop provides Customers with a dedicated electronic system for managing requests submitted after an Order has been placed.

Through this system, Customers may submit, as applicable:

  • notices exercising the statutory right of withdrawal from the Contract;
  • requests to return one or more Products;
  • requests to cancel Orders that are being processed;
  • reports concerning damaged, non-conforming, missing or incorrectly delivered Products;
  • requests for refunds of amounts paid;
  • other requests concerning performance of the sales Contract.

Submitting a request through the electronic system automatically generates confirmation of its registration on a durable medium, namely by email, without that confirmation itself constituting acceptance of the Customer’s claims or a favourable resolution of the request.

PilotShop assesses each request according to the specific circumstances, the documents provided and the applicable legal provisions.

2.12. Durable medium

Durable medium means any instrument that allows the Customer to store information addressed personally to that Customer in a way that remains accessible for future reference for a period appropriate to the purpose of the information and that allows the unchanged reproduction of the stored information.

In the contractual relationship between PilotShop and the Customer, communications sent by email generally constitute communications made on a durable medium within the meaning of consumer protection legislation.

2.13. Interpretation of this document

Chapter and section headings are for organisational purposes only and do not affect the interpretation of the contractual provisions.

If one or more provisions of these Terms and Conditions are declared null, unenforceable or invalid by operation of law or by a final court judgment, the remaining provisions remain fully valid and continue to have legal effect.

This document is interpreted in accordance with Romanian law and the principles of good faith in the performance of contracts.

Chapter 3. Information presented on the Website, Product availability and formation of the Contract

3.1. Information published on the Website

PilotShop takes all reasonable steps to ensure that the information published on the Website is complete, accurate and up to date at the time of publication.

However, given the dynamic nature of commercial activity, information concerning Products, Prices, stock, technical specifications, images, documentation, compatible accessories, availability or delivery times may be changed without prior notice, to the extent permitted by applicable law.

Publication of a Product on the Website does not constitute a binding offer within the meaning of the Civil Code and does not oblige the Trader to conclude a sales Contract before expressly accepting the Order.

3.2. Product descriptions

Product descriptions are based on information provided by manufacturers, importers or authorised distributors or are prepared by PilotShop on the basis of the available technical documentation.

PilotShop seeks to ensure that the information presented is as accurate as possible, but does not guarantee the absolute absence of material, drafting, translation, updating or display errors.

Technical specifications, characteristics, compatibility information and Product configurations may be changed by manufacturers without prior notice.

Before using the Products, the Customer must consult the technical documentation supplied with them and comply with the manufacturer’s instructions.

3.3. Product images

Images published on the Website are for illustrative purposes and are used solely to present the Products.

Depending on:

  • the monitor used;
  • the device used to access the Website;
  • display settings;
  • the production batch;
  • changes made by the manufacturer;
  • packaging updates;

minor differences may occur in relation to:

  • colour shades;
  • markings;
  • packaging graphics;
  • design elements;
  • external finishes.

Minor differences in colour shade, markings, packaging graphics, design elements or external finishes do not, in themselves, constitute a lack of conformity where the Product delivered corresponds to the essential characteristics presented in the offer.

Any difference concerning components or accessories included in the package is assessed by reference to the Product description and package contents information applicable when the Order was placed and may constitute a lack of conformity under the law.

3.4. Product availability

Products displayed on the Website are offered subject to available stock.

Availability information is updated periodically; however, synchronisation between the IT system, stock records and Orders being processed may, in exceptional circumstances, result in temporary differences between displayed and actual stock.

If an ordered Product is no longer available, PilotShop will inform the Customer as soon as possible and may propose, as applicable:

  • delivery of the Product as soon as it is back in stock;
  • replacement with an equivalent Product, solely with the Customer’s express agreement;
  • amendment of the Order;
  • cancellation of the unavailable Product;
  • cancellation of the entire Order and refund of the amounts paid.

PilotShop cannot be required to deliver a Product that is no longer available or can no longer be sourced under reasonable conditions.

3.5. Supplier availability

Some of the Products sold are sourced from manufacturers, importers or authorised distributors.

Where Product availability depends on suppliers’ stock, estimated delivery times are indicative and may change for reasons beyond PilotShop’s control.

In such cases, the Customer will be informed of the new estimated delivery time and may maintain, amend or cancel the Order.

3.6. Product Prices

Prices may be displayed in Romanian lei (RON) or euro (EUR), depending on the currency selected by the User and the functionalities available on the Website. The contractual Price and actual payment currency are those displayed in the Order summary before submission.

Prices include value added tax (VAT), unless expressly stated otherwise. Delivery charges and any other applicable costs are shown separately before the Order is submitted.

Where the payment instrument is denominated in another currency, the Customer’s bank or payment service provider may apply its own exchange rate or charges, without PilotShop’s involvement.

PilotShop reserves the right to change Product Prices without prior notice.

Changes do not affect Orders already accepted by the Trader.

3.7. Material errors in Prices or displayed information

Where obvious material errors occur in relation to:

  • the Price;
  • the discount applied;
  • the currency;
  • VAT;
  • availability;
  • Product characteristics;
  • the Product description;
  • images;
  • delivery charges;

PilotShop reserves the right to correct those errors even after the Customer has submitted the Order.

An obvious material error includes, without limitation:

  • display of a manifestly derisory Price;
  • display of a Price resulting from an IT error;
  • accidental application of an incorrect discount;
  • display of an incorrect VAT rate or amount;
  • display of technical characteristics resulting from a data import error.

In such cases, PilotShop will inform the Customer without undue delay and allow the Customer either to confirm the Order under the corrected conditions or to cancel it at no cost.

If the Customer does not agree to the corrected conditions, the Order will be cancelled and any amount collected will be refunded in full using the same payment method initially used, unless the Customer expressly requests another method permitted by law.

3.8. Placing an Order

Orders may be placed:

  • through a Customer Account;
  • without creating a Customer Account, where that option is available.

The Customer must provide complete, accurate and up-to-date information concerning:

  • the Customer’s identity;
  • the delivery address;
  • the billing address;
  • contact details;
  • the payment method;
  • any other information necessary for performance of the Contract.

PilotShop is not liable for delays or inability to perform the Contract caused by the Customer providing incomplete, incorrect or outdated information.

Adding a Product to the shopping basket does not reserve the Product, does not constitute acceptance of an Order and does not conclude the Contract.

By submitting the Order, a natural person declares that they have the legal capacity required to conclude the Contract. Orders on behalf of a person without legal capacity or with restricted capacity may be submitted only by the legal representative or with the approvals required by law.

3.9. Acknowledgement of receipt of the Order

After the Order is submitted, the IT system automatically sends an acknowledgement of its registration to the email address provided by the Customer.

This automatic acknowledgement serves solely to confirm that the Customer’s request has been received by the Trader’s IT system.

Transmission of the automatic acknowledgement does not constitute acceptance of the Order and does not conclude the sales Contract.

3.10. Acceptance of the Order and conclusion of the Contract

The distance sales Contract is concluded when PilotShop sends the Customer, on a durable medium, confirmation that the Order has been accepted.

Acceptance of the Order may be communicated, as applicable, by an express confirmation email, a dispatch notification, transmission of the invoice or another unequivocal communication showing that PilotShop has accepted the Order.

3.11. Circumstances in which an Order may be refused

PilotShop may refuse to accept an Order in whole or in part in the following circumstances, without the list being exhaustive:

  • the Product is no longer available;
  • the Product has been permanently withdrawn from sale;
  • there is an obvious material error concerning the Price or Product characteristics;
  • the information provided by the Customer is incomplete, incorrect or insufficient for performance of the Contract;
  • there are reasonable suspicions of attempted fraud, unauthorised use of a payment instrument or other unlawful activity;
  • the Order is abusive or has been submitted in bad faith;
  • performance of the Order would breach legal or contractual provisions;
  • objective reasons make performance of the Contract impossible.

If an Order that has already been paid is refused, PilotShop will refund all amounts collected in full, without undue delay and in accordance with applicable law.

3.12. Export controls and international sanctions

Certain Products, components, software, technologies or technical documentation sold by PilotShop may be subject to European Union and Romanian legislation concerning exports, re-exports, transfers, transit, end use and international sanctions and, where applicable, to regulations in the Product’s country of origin.

PilotShop may request information and documents from the Customer concerning the end user, destination, end use and any authorisations or licences required for lawful performance of the Order.

PilotShop may suspend, refuse or cancel an Order where performance would breach a legal prohibition, restrictive measure, licensing requirement or applicable export-control rule. The Customer will be informed to the extent permitted by law, and amounts paid for Products that cannot be delivered will be refunded unless a legal provision or measure imposed by a competent authority prohibits or restricts the refund.

The Customer undertakes not to export, re-export, transfer, resell or use purchased Products in breach of applicable law and not to make them available to persons, entities, destinations or end uses subject to legal prohibitions.

Chapter 4. Prices, payment methods and invoicing

4.1. Product Prices

Prices may be displayed in Romanian lei (RON) or euro (EUR), depending on the currency selected by the User and the functionalities available on the Website. The contractual Price and actual payment currency are those displayed in the Order summary before submission.

Prices include value added tax (VAT), unless expressly stated otherwise. Delivery charges and any other applicable costs are shown separately before the Order is submitted and are included in the total amount communicated to the Customer before submission.

Prices displayed when an Order is placed apply exclusively to that Order and have no effect on later Orders if the Prices subsequently change.

4.2. Changes to Prices

PilotShop reserves the right to change the Prices of the Products sold at any time, without prior notice, as a result of changes in:

  • Prices charged by manufacturers or distributors;
  • exchange rates;
  • import costs;
  • international transport costs;
  • taxes or fiscal obligations;
  • logistics costs;
  • PilotShop’s own commercial policies.

Such changes do not affect Orders already accepted by PilotShop, except in the circumstances described in Article 3.7 concerning an obvious material error.

4.3. Promotions and discounts

PilotShop may organise promotional campaigns, commercial discounts, special offers or other loyalty programmes.

Each promotional campaign is governed by its own terms, published on the Website or communicated to Customers.

Commercial discounts are not cumulative unless expressly stated otherwise.

If a technical error affects the calculation of discounts or application of promotional codes, PilotShop reserves the right to correct the error before accepting the Order.

4.4. Display of the lowest Price in the previous 30 days

Where the law requires the lowest Price charged before a reduction to be displayed, PilotShop displays this information in accordance with the applicable consumer protection and Price-reduction transparency rules.

This information is displayed automatically through the online store’s IT system solely for the purpose of complying with statutory consumer information obligations.

If technical errors beyond the Trader’s control occur, PilotShop will correct them as soon as possible after they are identified.

4.5. Products available by special order

Certain Products sold through www.pilotshop.ro are available only by placing an order with the manufacturer, importer or distributor and are not permanently held in the Trader’s own stock.

For these Products:

  • the delivery time is estimated;
  • availability depends on suppliers’ stock;
  • the delivery time may change for reasons beyond PilotShop’s control.

If delays are caused by manufacturers, importers, distributors or international carriers, PilotShop will inform the Customer without undue delay and communicate the new estimated delivery time.

The Customer may choose to:

  • maintain the Order;
  • amend it;
  • replace the Product with an equivalent Product, only with the Customer’s express agreement;
  • cancel the Order and receive a refund of the amounts paid.

PilotShop is not liable for delays caused exclusively by manufacturers, suppliers or carriers where those delays could not reasonably have been foreseen or avoided.

4.6. Payment methods

PilotShop makes available to Customers the payment methods displayed on the Website when the Order is placed.

These may include, as applicable:

  • online payment by bank card;
  • bank transfer;
  • cash on delivery;
  • other payment methods available in the online store.

The methods actually available may vary according to:

  • the type of Product;
  • the value of the Order;
  • the delivery country;
  • the selected carrier;
  • the payment processor’s policy.

4.7. Online payments

Online payments are processed through specialised electronic payment service providers.

PilotShop does not store and does not have access to the complete details of bank cards used to make payments.

All payment authorisation and processing operations are carried out through the payment processor’s secure infrastructure in accordance with the standards applicable to the payment services industry.

Further information on payment security is available on the Secure Online Payments page.

4.8. Payment confirmation

Depending on the payment method selected, processing of an Order may be conditional upon confirmation that all amounts due have been received in full.

PilotShop reserves the right to postpone dispatch of the Products until payment is confirmed where the payment method used requires such verification.

4.9. Invoicing

A fiscal invoice is issued for every accepted Order in accordance with the tax legislation in force.

The invoice is issued on the basis of the information provided by the Customer when placing the Order.

The Customer must verify the accuracy of the information entered before completing the Order.

PilotShop is not liable for delays or inability to issue the invoice correctly resulting from incorrect or incomplete information supplied by the Customer.

4.10. Electronic invoice

The fiscal invoice may be sent electronically to the email address provided by the Customer and/or made available in the Customer Account, in accordance with the law.

By placing the Order and providing a valid email address, the Customer agrees to receive fiscal documents electronically, to the extent permitted by applicable law.

4.11. Refunds

Where PilotShop has a legal or contractual obligation to refund money to the Customer, the refund will be made using the same payment method originally used, unless:

  • the Customer expressly requests another refund method;
  • the law permits use of a different method;
  • the original method is no longer available for objective reasons.

PilotShop does not charge or deduct fees from amounts it is required to refund to the Customer. Any costs charged directly to the Customer by the Customer’s bank or payment service provider, without PilotShop’s involvement, are outside PilotShop’s control.

4.12. Retention of title

Ownership of the Products transfers to the Customer only after:

  • the Price has been paid in full;
  • all costs associated with the Order have been paid;
  • the Products have been physically delivered to the Customer under these Terms and Conditions.

Until all these conditions are met, the Products remain the property of PilotShop to the extent permitted by applicable law.

Chapter 5. Delivery of Products and transfer of risk

5.1. General principles

PilotShop delivers ordered Products through courier operators or other logistics partners selected according to the delivery destination, Product characteristics and the option chosen by the Customer when placing the Order.

Delivery is made only after the Order has been accepted and, where applicable, after full receipt of all amounts due has been confirmed.

Delivery times displayed on the Website are estimates based on the information available when the Order is placed.

5.2. Delivery areas

Products sold through www.pilotshop.ro may be delivered both within Romania and to other countries under the conditions displayed on the Website or communicated to the Customer before the Order is accepted.

Availability of delivery to a particular country may depend on:

  • restrictions imposed by manufacturers;
  • restrictions on the transport of certain categories of Products;
  • the law of the destination country;
  • the availability of carrier services.

The availability of a delivery option is determined and displayed before the Order is submitted. PilotShop may refuse to accept an Order for a destination where delivery is unavailable, subject to legal restrictions or objectively impossible.

If performance of the Contract becomes impossible for an objective reason after the Order has been accepted, the Customer will be informed without undue delay and amounts paid for Products that cannot be delivered will be refunded in accordance with the law.

5.3. Delivery times

Delivery times communicated to the Customer are good-faith estimates calculated according to:

  • Product availability;
  • the time required to prepare the Order;
  • the operating schedules of logistics providers;
  • the delivery destination;
  • the period in which the Order is placed.

These times may be affected by factors beyond PilotShop’s control, including:

  • manufacturer delays;
  • importer delays;
  • customs formalities;
  • weather conditions;
  • transport restrictions;
  • strikes;
  • force majeure events;
  • other exceptional circumstances.

In such circumstances, PilotShop will inform the Customer as soon as possible and, where available, communicate a new estimated delivery time.

Unless the parties have agreed another period, PilotShop delivers the Products without undue delay and, in any event, no later than 30 calendar days after conclusion of the Contract.

If delivery is not made within the agreed or statutory period, the Consumer may require delivery within an additional period appropriate to the circumstances. If delivery is not made within that additional period, the Consumer may terminate the Contract.

The Consumer may terminate the Contract without granting an additional period in the cases provided by law, including where PilotShop has refused delivery or delivery by the agreed date was essential.

If the Contract is terminated, amounts paid will be refunded without undue delay within the period prescribed by law.

5.4. Order preparation

Orders are processed in the order in which they are confirmed and according to Product availability.

Before dispatch, PilotShop may carry out checks concerning:

  • the Customer’s identity;
  • the accuracy of delivery information;
  • payment confirmation;
  • Product availability;
  • the existence of obvious errors in the Order.

These checks are carried out solely to ensure proper performance of the Contract and prevent fraud.

5.5. Partial deliveries

Where an Order contains Products with different availability times, PilotShop may propose to the Customer, as applicable:

  • dispatch of all Products in a single delivery;
  • partial deliveries;
  • amendment of the Order;
  • cancellation of unavailable Products.

Partial deliveries will be made only under the conditions communicated to the Customer and in compliance with applicable legal obligations.

5.6. Recommended checks upon receipt of the parcel

When receiving the parcel, the Customer is advised to check, insofar as reasonably possible:

  • the integrity of the outer packaging;
  • whether there is any visible damage;
  • any signs of impact, perforation, moisture or opening;
  • whether the parcel corresponds to the shipping documents.

If obvious damage to the packaging is identified, the Customer is encouraged to request that a written damage report be prepared with the carrier’s representative and to inform PilotShop as soon as possible.

A carrier’s refusal to prepare a written report does not affect the Consumer’s statutory rights and does not prevent a complaint from being submitted to PilotShop.

Failure to prepare a written report does not automatically result in loss of statutory rights, although it may make it more difficult to establish the cause of the damage and resolve the complaint quickly.

5.7. Checking Products after delivery

The Customer is advised to inspect the Products received within a reasonable period after delivery and inform PilotShop without undue delay if any missing or incorrect Products, damage or other apparent lack of conformity is identified.

The notice may be submitted through the electronic request system available in the Customer Account or through the other contact methods indicated on the Website.

PilotShop recommends attaching relevant photographs and any documents that may assist in resolving the request.

Failure to inspect the Products immediately after delivery does not limit the Consumer’s statutory rights concerning Product conformity.

5.8. Products damaged during transport

Where Product damage was caused during transport, PilotShop will assess each case individually on the basis of:

  • the photographs submitted;
  • shipping documents;
  • written reports prepared by the carrier, where available;
  • information provided by the Customer;
  • checks carried out together with the logistics operator.

Once the facts have been established, PilotShop will take the measures required by applicable law and the transport contract.

5.9. Missing or incorrectly delivered Products

If the Customer finds that:

  • one or more Products are missing from the parcel;
  • a Product other than the one ordered has been delivered;
  • incorrect accessories have been delivered;

the Customer must inform PilotShop without undue delay.

After verifying the circumstances, PilotShop will, as applicable:

  • complete the delivery;
  • replace the Product;
  • correct the error;
  • refund the amounts paid;
  • take other measures provided by law.

5.10. Failed delivery

Where delivery cannot be completed for reasons attributable to the Customer, including:

  • an incomplete address;
  • an incorrect address;
  • inability to contact the recipient;
  • unjustified refusal to accept the parcel;
  • failure to collect the parcel from the collection point within the specified period;

the parcel may be returned to PilotShop.

In such circumstances, the Trader may require the Customer to bear the costs of reshipping the Products, to the extent permitted by law and provided the Customer was informed in advance.

5.11. Transfer of risk

In accordance with Government Emergency Ordinance No. 34/2014, the risk of loss of or damage to the Products transfers to the Consumer when the Consumer, or a third party designated by the Consumer other than the carrier, acquires physical possession of the goods.

Where the carrier is chosen by the Customer and that option was not offered by PilotShop, risk transfers to the Customer when the Products are handed over to the carrier, without prejudice to the Consumer’s rights under applicable law.

5.12. Force majeure and fortuitous events

PilotShop is not liable for delays or inability to perform contractual obligations where caused by force majeure or a fortuitous event as defined by law.

Force majeure means any external, unforeseeable, absolutely unavoidable and insurmountable event, including, without limitation:

  • armed conflicts;
  • acts of terrorism;
  • fires;
  • floods;
  • earthquakes;
  • epidemics;
  • pandemics;
  • restrictions imposed by authorities;
  • major disruption of transport or communications networks;
  • other similar events.

For the duration of such an event, the affected obligations are suspended in accordance with the law.

5.13. Personal collection from the showroom

Where this option is available, the Customer may select personal collection of the Products from the PilotShop showroom. The Customer will be informed when the Order is ready, and the Products will be held for the period specified in the collection notice.

For Orders paid in advance, PilotShop may request presentation of an identity document and, where collection is made on behalf of a legal person or another person, an authorisation or other reasonable verification details.

If the Order is not collected within the communicated period, PilotShop may cancel it and return the Products to sale after informing the Customer.

For Orders paid in advance, the amounts due will be refunded using the original payment method, in accordance with the law.

Selecting showroom collection does not, in itself, remove the statutory right of withdrawal where the Contract was concluded at a distance.

Purchases concluded directly in the showroom with the parties simultaneously present are not distance contracts.

Chapter 6. Right of withdrawal, Order cancellation and the electronic request system

6.1. General principles

PilotShop respects the rights granted to Consumers under Romanian and European legislation concerning distance contracts.

Consumers benefit from the statutory right to withdraw from the Contract under the conditions and within the limits provided by Emergency Government Ordinance No. 34/2014, and may also submit other after-sales requests through the electronic system available on the Website.

This chapter separately governs:

  • cancellation of Orders before dispatch;
  • exercise of the statutory right of withdrawal;
  • return of Products;
  • requests concerning non-conforming or incorrectly delivered Products;
  • other requests submitted after an Order has been placed.

6.2. Cancellation of Orders before dispatch

Until the Products are dispatched, the Customer may request total or partial cancellation of the Order.

The request may be submitted through the electronic request system available on the Website or through the other contact methods indicated by PilotShop.

PilotShop will assess the request taking account of the stage reached in processing the Order.

If the Products have not been handed over to the carrier and no operations have begun that make cancellation impossible, the Order will be cancelled without additional cost to the Customer.

If dispatch has already begun, the cancellation request can no longer be handled as an Order cancellation and will instead be assessed, where the legal conditions are met, as an exercise of the right of withdrawal from the Contract.

6.3. Statutory right of withdrawal

The Consumer has the right to withdraw from the distance Contract within 14 calendar days, without giving any reason and without bearing any costs other than those provided by law.

The withdrawal period begins:

  • on the day on which the Consumer, or a third party designated by the Consumer other than the carrier, acquires physical possession of the Product;
  • where a single Order contains several Products delivered separately, on the day physical possession of the last Product is acquired;
  • where a Product is delivered in several lots or pieces, on the day physical possession of the last lot or piece is acquired;
  • for contracts concerning the regular delivery of Products over a defined period, on the day physical possession of the first Product is acquired;
  • in other cases, on the date determined by applicable law.

Exercising the right of withdrawal within the statutory period terminates the Contract under the conditions provided by law and this document.

6.4. Methods of exercising the right of withdrawal

The Consumer may exercise the right of withdrawal by any of the following methods:

  • using the electronic form available in the Customer Account;
  • using the online function dedicated to withdrawal from the Contract, available on the Website;
  • sending PilotShop an unequivocal statement by email;
  • using the model withdrawal form provided by applicable law;
  • any other method that clearly expresses the Consumer’s intention to withdraw from the Contract.

Use of a specific form is not mandatory, provided that the statement allows the Contract to be identified and unequivocally expresses the intention to withdraw.

For distance contracts concluded through the online interface, PilotShop provides the Consumer with a withdrawal function that is easy to identify, clearly visible and accessible throughout the statutory withdrawal period.

The online withdrawal statement allows the Consumer to provide or confirm at least their name, the details needed to identify the Contract or Order and the electronic means by which they wish to receive confirmation.

Before final submission of the statement, the Consumer is provided with a separate function clearly labelled “Confirm withdrawal” or with equivalent unambiguous wording.

6.5. Confirmation of registration of the request

Immediately after the confirmation function is activated, PilotShop sends the Consumer, without undue delay and on a durable medium, confirmation that the withdrawal has been received. The confirmation includes the content of the withdrawal statement and the date and time of submission.

This confirmation serves solely to attest registration of the request and does not constitute:

  • automatic acceptance of all claims submitted;
  • confirmation that the statutory conditions have been met;
  • automatic approval of a refund.

Each request is assessed individually according to the specific circumstances and applicable legal provisions.

6.6. Consumer obligations after withdrawal

After exercising the right of withdrawal, the Consumer must return the Products without undue delay and, in any event, within the period prescribed by law.

The Products must be returned:

  • complete;
  • together with the accessories supplied;
  • together with the related documentation, where included;
  • in a condition that allows their characteristics and operation to be checked.

In accordance with Government Emergency Ordinance No. 34/2014, the Consumer is liable for any diminution in the value of the Products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

The absence of accessories, components or documents does not automatically invalidate exercise of the statutory right of withdrawal, but may be taken into account when determining diminution in the Product’s value if the absence is attributable to the Consumer and affects the value of the goods.

6.7. Products and contracts exempt from the right of withdrawal

The statutory right of withdrawal does not apply in the cases expressly provided by the legislation in force.

Without limiting the application of the statutory provisions, the exemptions may include, as applicable:

  • Products made to the Consumer’s specifications;
  • personalised Products;
  • Products that are unsuitable for return for reasons of health protection or hygiene after being unsealed;
  • audio or video recordings or computer software supplied in sealed packaging and unsealed after delivery;
  • periodical publications, in the cases provided by law;
  • the supply of digital content not supplied on a tangible medium after performance of the Contract has begun, where performance began with the Consumer’s prior express consent, the Consumer acknowledged losing the right of withdrawal and PilotShop provided the confirmation required by law;
  • other categories of Products for which the law excludes the right of withdrawal.

Application of an exemption is assessed individually according to the nature of the Product and the relevant legal provisions.

6.8. Refunds

Where the right of withdrawal is validly exercised, PilotShop will refund all amounts due to the Consumer under the conditions provided by Emergency Government Ordinance No. 34/2014.

The refund is made without undue delay and within the period prescribed by law, using the same payment method used by the Consumer, unless the Consumer expressly agrees to another method.

PilotShop may withhold the refund until:

  • the returned Products have been received; or
  • the Consumer provides evidence that they have been sent,

whichever occurs first, in accordance with applicable law.

6.9. Partial return

For Orders containing several Products, the Consumer may exercise the right of withdrawal in respect of only one or more of them where the nature of the Contract permits such partial withdrawal.

In that case, the Contract continues to have effect for Products not subject to withdrawal.

The refund will be calculated solely in relation to the returned Products and the rights granted to the Consumer by applicable law.

6.10. Non-conforming, damaged or incorrectly delivered Products

Requests concerning:

  • non-conforming Products;
  • defective Products;
  • Products damaged during transport;
  • incorrectly delivered Products;
  • incomplete Products;

do not constitute exercise of the right of withdrawal and are resolved under the statutory provisions concerning conformity of goods and legal guarantees, as well as in accordance with the Warranty Policy and Returns Policy published on the Website.

6.11. Electronic request system

PilotShop provides Customers with a dedicated electronic system for managing after-sales requests.

The system may be used to submit, as applicable:

  • requests to withdraw from the Contract;
  • return requests;
  • requests to cancel Orders;
  • delivery complaints;
  • warranty requests;
  • reports concerning missing or damaged Products;
  • other requests concerning performance of the Contract.

The system allows the status of the request to be tracked and facilitates communication between the Customer and PilotShop.

6.12. Exercise of rights in good faith

PilotShop respects the rights granted to Consumers by the legislation in force and handles requests impartially and in good faith.

The Customer, in turn, undertakes to exercise contractual and statutory rights in good faith, without abuse of rights and without submitting manifestly unfounded or fraudulent requests, without this provision limiting the exercise of rights granted to Consumers by mandatory legal provisions.

Where there are reasonable indications of abusive use of return, withdrawal or complaint procedures, PilotShop reserves the right to request additional information and documents necessary to verify the circumstances, without restricting the rights granted to the Consumer by mandatory legal provisions.

Chapter 7. Product conformity, warranties and after-sales services

7.1. General principles

PilotShop sells new, original Products sourced from manufacturers, importers or authorised distributors, in compliance with the legal provisions concerning conformity of goods and consumer protection.

Delivered Products must conform to the sales Contract and meet the conformity requirements laid down by applicable law, including Government Emergency Ordinance No. 140/2021, as subsequently amended and supplemented.

7.2. Statutory guarantee of conformity

Consumers benefit from the statutory guarantee of conformity under the conditions and for the period provided by the legislation in force.

PilotShop is liable for any lack of conformity existing when the Product was delivered and becoming apparent within the period prescribed by law, subject to the conditions applicable to each category of Products.

The rights conferred by the statutory guarantee cannot be limited or excluded by these Terms and Conditions.

7.3. Commercial guarantee

For certain Products, the manufacturer, importer or PilotShop may provide an additional commercial guarantee.

The existence, duration, conditions and method of exercising a commercial guarantee are stated in the guarantee certificate, Product documentation or Product description on the Website.

The commercial guarantee supplements the statutory guarantee and does not affect the Consumer’s rights under the law.

7.4. Professional Products and specific use

Some Products sold through www.pilotshop.ro are intended for use in civil aviation, aeronautical training or related activities.

Before purchasing, the Customer must verify that the Product is compatible with the intended purpose, aircraft, equipment or system for which it is being purchased.

PilotShop cannot be held liable for the selection of an incompatible Product where the information made available to the Customer was accurate and complete and the incompatibility results from an incorrect selection made by the Customer.

At the Customer’s request, PilotShop may provide commercial information concerning Product compatibility, but this does not replace the technical documentation issued by the manufacturer or the Customer’s obligation to verify that the Product is suitable for its intended use.

7.5. Instructions for use

The Customer must use the Products:

  • for their intended purpose;
  • in accordance with the manufacturer’s instructions;
  • in compliance with applicable technical standards;
  • without unauthorised modifications.

Failure to comply with the instructions for use may result in loss of rights under the commercial guarantee, to the extent permitted by law and by the conditions established by the issuer of the guarantee.

7.6. Reporting a lack of conformity

If the Customer considers that a Product lacks conformity, the Customer is encouraged to inform PilotShop without undue delay through the electronic request system or the other available contact channels.

The request should include, insofar as possible:

  • the Order or invoice number;
  • identification of the Product;
  • a description of the lack of conformity;
  • the date on which it was identified;
  • photographs or other relevant documents, where these may facilitate the assessment.

Providing complete information allows the request to be resolved as quickly as possible.

7.7. Assessment of requests

PilotShop assesses each request individually according to:

  • the nature of the Product;
  • the description of the lack of conformity;
  • the documents provided;
  • the technical checks required;
  • the conclusions of the manufacturer or authorised service centre, where required.

Depending on the specific circumstances and applicable legal provisions, the Product may require technical inspection before the appropriate measure is determined.

7.8. Available remedies

Where a lack of conformity covered by the statutory guarantee is established, PilotShop will apply one of the remedies provided by law, taking account of the specific circumstances of each case.

These remedies may include, as applicable:

  • bringing the Product into conformity by repair;
  • replacement of the Product;
  • an appropriate reduction in the Price;
  • termination of the Contract and refund of the amounts due,

under the conditions and in the order established by applicable law.

7.9. Products sent for service

Where assessment of a request requires physical inspection of the Product, the Customer may be asked to send the Product to PilotShop or to the designated service centre.

Products must be appropriately packaged for shipment so that they are protected against damage during transport.

PilotShop is not liable for damage occurring during transport as a result of inadequate packaging by the sender.

7.10. Limitation of liability concerning Product use

PilotShop is liable for Product conformity under the conditions provided by law.

Except where liability is imposed by mandatory legal provisions, PilotShop is not liable for:

  • use of the Products for purposes other than those specified by the manufacturer;
  • improper installation or fitting by unauthorised persons;
  • modifications made to the Products after delivery;
  • normal wear resulting from use;
  • damage caused by accidents, improper handling, unsuitable storage or incorrect maintenance.

This clause does not limit or exclude the rights granted to Consumers under the legislation concerning the statutory guarantee of conformity and product liability.

7.11. Warranty Policy

Detailed warranty conditions, resolution procedures, required documents and information specific to different Product categories are available on the “Product Warranty and After-Sales Services” page, which supplements this document and forms an integral part of the contractual relationship between PilotShop and the Customer.

If there are drafting differences, mandatory legal provisions prevail, and the Warranty Policy is interpreted consistently with these Terms and Conditions.

Chapter 8. Liability of the parties and limitation of liability

8.1. General principles

PilotShop conducts its business in good faith and takes all reasonable steps to ensure that the information published on the Website, the Products sold and the services offered comply with applicable legal provisions.

The Customer must use the Website and the services offered in accordance with the law, this document and the principles of good faith.
Each party is liable for loss caused to the other party through culpable failure to perform its obligations, in accordance with applicable law.

8.2. Liability concerning use of the Website

PilotShop makes reasonable efforts to ensure the continuous operation of the online store.

However, it cannot guarantee that the Website will operate at all times without:

  • interruptions;
  • delays;
  • software errors;
  • technical incompatibilities;
  • temporary unavailability;
  • incidents caused by information technology service providers.

PilotShop reserves the right to suspend operation of the Website temporarily to carry out maintenance, update IT systems, implement new functionalities or remedy technical incidents.

PilotShop will take all reasonable steps to limit the duration of any unavailability and restore the services as soon as possible.

8.3. Availability of information

PilotShop seeks to keep the information published on the Website continuously updated.

Information concerning technical specifications, compatibility, documentation, images, packaging or presentation elements may be updated following changes communicated by manufacturers.

Information concerning availability and estimated delivery times may be updated according to stock and logistics conditions.

These updates do not alter obligations relating to Orders already accepted and do not remove PilotShop’s obligation to deliver Products conforming to the description and package contents applicable when the Contract was concluded.

PilotShop is not liable for changes made by manufacturers after information is published on the Website, provided that the information is updated within a reasonable period after the Trader becomes aware of those changes.

8.4. Use of technical information

Products sold through www.pilotshop.ro are intended for specialised technical fields, including civil aviation.

Descriptions and technical information published on the Website are provided for information and do not replace:

  • manufacturer manuals;
  • official technical documentation;
  • installation instructions;
  • operational procedures;
  • requirements imposed by the competent aviation authorities.

The Customer must use only the official documentation supplied with the Product and comply with all applicable technical requirements.

8.5. Product compatibility

PilotShop provides Customers with Product compatibility information to the extent that it is available.

Before completing the Order, the Customer must verify whether the Product is compatible with:

  • the aircraft;
  • the engine;
  • the avionics system;
  • the device;
  • the equipment;
  • the application;
  • the intended purpose.

Where there is any doubt about compatibility, the Customer is encouraged to request additional information before placing the Order.

PilotShop is not liable for incompatibilities resulting solely from the Customer’s selection of an unsuitable Product where the information supplied by the Trader was accurate and sufficient.

8.6. Liability concerning use of the Products

After delivery, the Customer is responsible for use of the Products to the extent that such use depends on the Customer’s conduct, compliance with instructions and the manner of installation, handling, maintenance or storage.

PilotShop is not liable for loss resulting from:

  • improper use of the Products;
  • use for purposes other than those specified by the manufacturer;
  • modification of the Products;
  • improper installation;
  • incorrect maintenance;
  • failure to comply with the manufacturer’s instructions;
  • use of incompatible accessories;
  • interventions carried out by unauthorised persons.

This clause does not exclude the Trader’s liability for lack of conformity of the Products and does not affect the rights granted to Consumers by mandatory legal provisions.

8.7. Liability for delays

PilotShop may be released from liability for loss caused by delays only to the extent that the delays result from circumstances not attributable to PilotShop and that could not reasonably have been foreseen, avoided or overcome.

Use of manufacturers, distributors, importers, carriers or other third parties does not remove PilotShop’s obligations to the Customer concerning performance of the Contract.

This clause does not affect the Consumer’s rights concerning the delivery period, the granting of an additional period, termination of the Contract and refund of amounts paid.

8.8. Limitation of liability for indirect loss

To the extent permitted by applicable law and without affecting Consumers’ statutory rights, PilotShop is not liable for indirect or consequential loss arising from performance of the Contract, including:

  • loss of profit;
  • loss of business opportunities;
  • loss of data;
  • business interruption;
  • indirect commercial loss.

This clause does not apply where the law imposes liability on the Trader as a mandatory matter.

8.9. Links to third-party websites

The Website may contain links to pages operated by third parties.

These links are provided solely for information or to facilitate access to additional information.

PilotShop does not control the content, privacy policy, availability or security of those websites and is not liable for the information published or services provided through them.

Third-party websites are accessed entirely at the User’s own risk.

8.10. Account security

The Customer is responsible for maintaining the confidentiality of login credentials and for all activity carried out through the Customer’s Account.

If unauthorised access to the Account is suspected, the Customer must change the password and inform PilotShop without undue delay.

PilotShop is not liable for loss caused by voluntary disclosure of the password or by the User’s negligence in protecting access credentials.

8.11. Duty to cooperate

To facilitate resolution of requests submitted after conclusion of the Contract, the Customer undertakes to cooperate with PilotShop and provide the information and documents necessary to assess the circumstances.

Unjustified refusal to provide requested information may make it impossible to resolve the request within the usual period, without this constituting a breach of the Trader’s obligations.

8.12. Mandatory nature of consumer protection legislation

No provision of these Terms and Conditions may be interpreted as restricting, limiting or excluding the rights granted to Consumers by Romanian and European consumer protection legislation.

If there is any inconsistency between this document and mandatory legal provisions, the latter prevail by operation of law.

Chapter 9. Intellectual property, use of Website content and User conduct

9.1. Intellectual property rights

All content of the online store www.pilotshop.ro is protected by Romanian and international legislation concerning copyright, related rights, trade marks, industrial designs, databases, unfair competition and other applicable intellectual property rights.

Unless otherwise stated, all rights in the content belong to REGIONAL AIR SUPORT S.R.L. and/or its contractual partners who have authorised its use.

9.2. Protected content

Website content includes, without limitation:

  • the PilotShop trade name;
  • the logo;
  • visual identity elements;
  • the structure and organisation of the online store;
  • page design;
  • Product categories and classification;
  • texts and Product descriptions;
  • translations prepared by PilotShop;
  • articles and information materials;
  • photographs taken by PilotShop;
  • original graphics;
  • banners;
  • published documents;
  • PDF files;
  • databases;
  • the selection and organisation of information;
  • source code developed specifically for operation of the store;
  • any other content published on the Website that does not expressly belong to a third party.

9.3. Rights in trade marks

All trade marks, trade names, logos and distinctive elements belong to their respective rights holders.

Use of manufacturers’ trade marks on the Website is solely for the purpose of identifying the Products sold and grants Users no rights in those marks.

No provision of this document may be interpreted as granting a licence to use the trade marks displayed on the Website.

9.4. Permitted use of content

Users may view content published on the Website solely for personal and non-commercial purposes.

Information may be downloaded or printed solely for personal use, provided that all copyright notices are retained and the content is not modified.

Any use beyond the limits stated above requires the prior express written consent of PilotShop or the relevant rights holder.

9.5. Prohibited uses

Without PilotShop’s written consent, the following are prohibited, including without limitation:

  • copying all or part of the content;
  • reproducing Product descriptions;
  • reproducing translations prepared by PilotShop;
  • republishing content on other websites;
  • distribution for commercial purposes;
  • modification of content;
  • removal of copyright notices;
  • use of PilotShop’s own photographs;
  • use of the logo;
  • use of graphic elements;
  • copying the category structure;
  • reproduction of the database;
  • commercial exploitation of the content;
  • use of the content to train information systems, to the extent permitted by applicable law and in the absence of a licence or authorisation granted by the rights holder.

9.6. Prohibition on automated data collection

The use of any automated means to extract or collect information available on the Website is prohibited, including:

  • software robots;
  • crawlers;
  • spiders;
  • scrapers;
  • automated copying tools;
  • applications designed to extract databases;
  • other similar technologies used for systematic collection of content.

This prohibition does not apply to search engines that index the Website in accordance with generally accepted standards and technical instructions published by PilotShop, for example applicable robots.txt files or meta tags.

9.7. Links to PilotShop

Links to the home page or other pages of the online store may be created only if they:

  • do not mislead Users;
  • do not create the appearance of a commercial relationship that does not exist;
  • do not harm PilotShop’s reputation;
  • do not use the content in an unlawful or disparaging context.

PilotShop may request removal of a link where it reasonably considers that the link infringes its rights or legitimate interests.

9.8. User conduct

Users undertake to use the Website in accordance with the law and this document.

The following activities are prohibited:

  • providing false information;
  • using fictitious identities;
  • attempting unauthorised access to information systems;
  • disrupting operation of the Website;
  • transmitting malicious software;
  • unauthorised security testing of the platform;
  • using automated mechanisms that affect the normal operation of the store;
  • any other activity capable of causing loss to PilotShop, other Users or contractual partners.

9.9. Suspension of access

Where there are reasonable indications of abusive use of the Website or breach of these Terms and Conditions, PilotShop may take proportionate measures to protect the platform, including:

  • temporarily limiting access to certain functionalities;
  • suspending the Customer Account;
  • cancelling Orders affected by fraudulent activity;
  • restricting access to services.

These measures will be applied in compliance with the legislation in force and will not affect the rights granted to Consumers by mandatory legal provisions.

9.10. Reporting infringements

A person who considers that material published on the Website infringes intellectual property rights or other rights protected by law may send a notice to PilotShop using the contact details published on the Website.

The notice must contain sufficient information to identify the disputed material and the right alleged to have been infringed.

PilotShop will assess each report in good faith and take the measures it considers necessary in accordance with applicable law.

9.11. Third-party licences

Certain materials published on the Website may belong to manufacturers, distributors or other commercial partners and are used under licences, commercial agreements or other legal grounds.

Rights in those materials belong to their respective holders, and use by third parties is subject to the conditions established by those holders.

9.12. Reservation of rights

PilotShop’s failure to exercise immediately any right conferred by law or this document may not be interpreted as a waiver of that right.

All intellectual property rights not expressly granted to Users remain reserved to their holders.

9.13. Customer reviews

Where the Website allows reviews to be published, PilotShop informs Users, in or immediately next to the review section, whether and by what method it verifies that reviews originate from persons who have actually purchased or used the Product.

The label “Verified purchase” is used only where the review has been linked, by reasonable technical means, to a completed Order for the relevant Product.

Reviews may be moderated or removed where they contain unlawful, insulting or discriminatory information, personal data, advertising, spam, information unrelated to the Product or material infringing third-party rights. A review will not be rejected or removed solely because it expresses a negative opinion.

PilotShop does not publish or commission false reviews and does not misleadingly present Consumer reviews or endorsements.

Chapter 10. Complaints, dispute resolution and jurisdiction

10.1. Principle of amicable resolution

PilotShop seeks to resolve all Customer requests promptly, impartially and in good faith.

PilotShop seeks to resolve complaints within a reasonable period, depending on the complexity of the matter and the information required to verify it.

The parties are encouraged to attempt to resolve amicably any disagreement arising from interpretation or performance of the Contract, without this step constituting a mandatory precondition to referral to the National Authority for Consumer Protection, an alternative dispute resolution entity or the competent courts.

Submitting a complaint to PilotShop does not affect the rights granted to Consumers by applicable law.

10.2. Submission of complaints

Any complaint concerning:

  • Products delivered;
  • performance of the Contract;
  • delivery;
  • invoicing;
  • warranties;
  • withdrawal from the Contract;
  • return of Products;
  • operation of the Website;
  • services offered by PilotShop;

may be submitted through:

  • the electronic request system available on the Website;
  • the contact form;
  • the email address published in the Contact section;
  • other communication methods made available by the Trader.

To facilitate prompt resolution of the complaint, the Customer is encouraged to provide:

  • the Order number;
  • the invoice number, if known;
  • the relevant Product;
  • a detailed description of the circumstances;
  • supporting documents and photographs, where relevant.

10.3. Assessment of complaints

PilotShop assesses each complaint individually, taking account of:

  • the information provided by the Customer;
  • the available documents;
  • internal checks;
  • technical documentation;
  • information provided by manufacturers;
  • the conclusions of authorised service centres, where required.

Where additional information is required, PilotShop may ask for the documentation to be supplemented before providing a response.

10.4. Communication of the response

The response to a complaint is sent using the communication method used by the Customer or another channel agreed by the parties.

Where the nature of the request requires technical checks or information from manufacturers or other persons involved in performance of the Contract, the resolution period may depend on the duration of those checks, subject to compliance with applicable legal obligations.

10.5. Alternative dispute resolution (ADR)

If the Consumer is dissatisfied with the handling of a complaint, the Consumer may use alternative dispute resolution mechanisms under Government Ordinance No. 38/2015 on alternative dispute resolution between consumers and traders, as subsequently amended.

Requests may be submitted through the electronic ADR platform operated by the National Authority for Consumer Protection (ANPC), available at: https://reclamatiisal.anpc.ro

ADR is an out-of-court alternative for resolving disputes between Consumers and traders and may be used voluntarily, without limiting the Consumer’s right to bring proceedings before the competent courts.

10.6. Governing law

This document and all legal relationships between PilotShop and the Customer are governed by Romanian law.

Application of Romanian law does not deprive Consumers of the protection afforded by the mandatory provisions of the country in which they have their habitual residence, to the extent those provisions apply under private international law.

10.7. Jurisdiction

Any dispute that cannot be resolved amicably will be submitted to the competent courts in accordance with Romanian law.

In disputes involving Consumers, territorial and subject-matter jurisdiction are determined in accordance with the mandatory consumer protection provisions.

For disputes involving legal persons or professional Customers, jurisdiction lies with the competent Romanian courts unless the law or the Contract provides otherwise.

10.8. Protection of Consumer rights

PilotShop respects Consumer rights under national and European legislation and seeks a fair resolution of all requests.

No provision of these Terms and Conditions may be interpreted as having the purpose or effect of restricting rights granted to Consumers by mandatory legal provisions.

10.9. Good faith

The parties undertake to perform the Contract in good faith and cooperate in fulfilling their obligations.

Any right granted by this document will be exercised in accordance with the principle of good faith and without abuse of rights.

Chapter 11. Final provisions

11.1. Communications between the parties

Any communication concerning performance of the Contract may be sent by one of the following methods:

  • through the Customer Account, where this functionality is available;
  • through the electronic request system provided on the Website;
  • by email;
  • through the contact form;
  • by post or courier;
  • by any other means of communication accepted by both parties.

Communications are sent to the contact details provided by the Customer when placing the Order or subsequently updated by the Customer.

Electronic communications are deemed sent on the date of dispatch, provided that the sender does not receive an automated non-delivery message.

This provision does not remove statutory obligations concerning transmission of certain information on a durable medium, acknowledgement of receipt or proof of communication, where applicable.

The Customer must keep their contact details up to date throughout the contractual relationship.

11.2. Entire agreement

This document, together with:

  • the pre-contractual information communicated to the Customer;
  • the Order submitted by the Customer;
  • the description, characteristics and Price of the Products applicable when the Order was placed;
  • confirmation of acceptance of the Order;
  • the invoice and, where applicable, guarantee or conformity certificates;
  • the policies and documents expressly referred to by this document;
  • any specific terms agreed in writing between the parties,

constitutes the contractual agreement between PilotShop and the Customer.

Specific terms negotiated or expressly accepted by both parties prevail over the general terms to the extent that they do not conflict with mandatory legal provisions.

No provision of this Article may be interpreted as excluding pre-contractual information that forms part of the Contract under the law.

11.3. Severability

If one or more provisions of these Terms and Conditions are declared null, invalid or unenforceable by operation of law or by a final judgment of a competent court, the remaining provisions remain valid and continue to have legal effect.

In such a case, the affected provision will, to the extent permitted by law, be interpreted so as to approximate as closely as possible the legitimate legal purpose originally intended. Where replacement is necessary, this will be effected under the law, by agreement of the parties or pursuant to a decision of a competent authority or court, without reducing Consumer rights.

11.4. Failure to exercise a right

PilotShop’s failure or delay in exercising a right conferred by law or this document may not be interpreted as a waiver of that right.

Subsequent exercise of any right remains possible within the limits and under the conditions provided by applicable law.

11.5. Assignment and subcontracting

PilotShop may use suppliers, partners or subcontractors to perform obligations relating to an Order, including payment processing, delivery, IT services, technical assistance or servicing. Use of such third parties does not remove PilotShop’s liability to the Customer for performance of its contractual obligations, in accordance with the law.

PilotShop may assign or transfer all or part of the rights and obligations arising from the Contract to a company within the same group, a business successor or a third party, in compliance with applicable law, with notice to the Customer where required by law and without reducing the Consumer’s rights or guarantees.

The Customer may not transfer their contractual position to another person without PilotShop’s prior express written consent, except for rights whose transfer is permitted by law independently of such consent.

11.6. Amendment of the Terms and Conditions

These Terms and Conditions may be amended and updated under the conditions set out in Article 1.5.

No subsequent amendment affects Contracts already concluded, except where immediate application is required by mandatory legal provisions.

11.7. Language of the document

The provisions of this document are drafted in Romanian, which is the reference version of the document.

Versions made available in other languages are intended to facilitate Users’ access to and understanding of the document. PilotShop takes reasonable steps to maintain consistency between the versions.

In the event of differences in interpretation, the Romanian version prevails to the extent permitted by law, without prejudice to information actually communicated to the Customer when the Order was placed or to the protection afforded to the Consumer by applicable mandatory legal provisions.

11.8. Consultation and delivery of the document

This document is published on www.pilotshop.ro in a form that allows Users to consult, print and store it before placing an Order.

After conclusion of the distance Contract, PilotShop provides the Consumer, on a durable medium, with confirmation of the concluded Contract within a reasonable period and no later than delivery of the Products.

The confirmation will include the pre-contractual information required by law, except for information already provided to the Consumer on a durable medium before conclusion of the Contract.

The confirmation may be provided by email, including by attaching a PDF document, or in another format that allows the information to be stored and reproduced unchanged.

11.9. Version and effective date

This version of the Terms and Conditions enters into force on the date indicated in the document and applies to Orders placed after that date.

Each published version will be identified by an effective date and/or version number.

PilotShop retains an archive of previous versions in order to identify and demonstrate the contractual terms applicable to each Order.

11.10. Contact details

For information concerning performance of the Contract, exercise of statutory rights or submission of a request, Customers may use the contact details published in the Contact section of the Website.

PilotShop recommends use of the electronic request system available on the Website, either through the Customer Account or through the secure process intended for Orders placed without an Account, where these functionalities apply. The system facilitates identification of the Order, tracking of the request status and efficient communication between the parties.

Use of the electronic system does not limit the Customer’s right to use the other contact methods made available on the Website or recognised by law.