Returns Policy and Right of Withdrawal

Version: 1.0
Publication date: 29.07.2026
Effective date: 29.07.2026

The model withdrawal form may be downloaded at: Annex — Model Withdrawal Form

1. General Provisions

This Returns Policy and Right of Withdrawal forms an integral part of the Terms and Conditions of the PilotShop.ro Website and governs the conditions under which Customers may exercise the statutory right of withdrawal from distance contracts, as well as the procedure applicable to the return of products purchased through the Website.

This policy applies exclusively to products sold by REGIONAL AIR SUPORT S.R.L. through the Website www.pilotshop.ro and supplements Government Emergency Ordinance No. 34/2014 on consumer rights in contracts concluded with traders (O.U.G. No. 34/2014), together with the other applicable legislation.

For the purposes of this policy:

• “Consumer” means any natural person acting for purposes outside their trade, business, craft or profession;
• “Trader” means any natural or legal person acting for purposes relating to their trade, business, craft or profession.

The statutory right of withdrawal governed by this policy applies exclusively to Consumers.

Legal entities and other categories of Traders do not benefit from the statutory right of withdrawal provided by O.U.G. No. 34/2014. For such Customers, acceptance of a return is solely a commercial facility granted by the Seller under the conditions determined by the Seller.

This policy governs the statutory right of withdrawal and the procedure for returning products following the exercise of that right.

Claims concerning products that are non-conforming, defective, incomplete, damaged during transport or incorrectly delivered do not, in themselves, constitute an exercise of the right of withdrawal. Such claims are handled in accordance with the legislation governing the conformity of goods and guarantees, as well as the Warranty Policy published on the Website.

Within the statutory withdrawal period, the Consumer may choose, as applicable, between exercising the right of withdrawal and invoking the rights available in respect of a lack of conformity of the product.

2. Statutory Right of Withdrawal

2.1. Persons Entitled and Duration of the Right of Withdrawal

Under O.U.G. No. 34/2014, the Consumer has the right to withdraw from a distance contract without being required to give any reason and without incurring costs other than those provided by law and by this policy.

The right of withdrawal may be exercised within 14 calendar days.

For contracts for the sale of products, the withdrawal period begins:

• on the day on which the Consumer, or a third party indicated by the Consumer other than the carrier, acquires physical possession of the product;
• where a single order includes several products delivered separately, on the day on which physical possession of the last product is acquired;
• where a product is delivered in several lots or pieces, on the day on which physical possession of the last lot or piece is acquired;
• for contracts concerning the regular delivery of products during a defined period, on the day on which physical possession of the first product is acquired.

If PilotShop does not provide the Consumer with the mandatory information regarding the right of withdrawal, the withdrawal period expires 12 months after the end of the initial 14-day period.

If the information is provided to the Consumer during that additional 12-month period, the right of withdrawal may be exercised for 14 calendar days from the date on which the Consumer receives that information.

2.2. Contracts to Which the Right of Withdrawal Applies

The statutory right of withdrawal applies to distance contracts concluded through the Website or through other means of distance communication used within PilotShop’s organised distance sales system.

The method by which the product is handed over — by courier, by another carrier or by collection from the showroom — does not, in itself, alter the nature of the contract.

If the contract was concluded at a distance and the showroom is used solely as a collection point, the statutory right of withdrawal remains applicable.

The statutory right of withdrawal specific to distance contracts does not apply to purchases concluded directly in the showroom in the simultaneous physical presence of the parties.

The Consumer may communicate the decision to withdraw before acquiring physical possession of the product, including after the order has been accepted and dispatched, provided that the contract is subject to the statutory right of withdrawal.

2.3. Collection from the Showroom

Choosing to collect the product from the showroom does not remove the statutory right of withdrawal if the relevant contract was concluded at a distance. Purchases concluded directly in the showroom are not distance contracts.

2.4. Legal Entities and Business Customers

Legal entities, Traders and other entities that do not qualify as Consumers do not benefit from the statutory right of withdrawal provided by O.U.G. No. 34/2014.

At its sole discretion, the Seller may accept the full or partial return of products ordered by such Customers, with reimbursement of amounts paid, the issue of store credit or another form of compensation agreed by the parties.

Acceptance of such a request constitutes a commercial facility and does not represent a statutory obligation of the Seller.

3. Exercising the Right of Withdrawal

3.1. Notice of Withdrawal

The Consumer may exercise the statutory right of withdrawal before expiry of the period specified in Chapter 2 by sending an unequivocal statement expressing the decision to withdraw from the contract.

Merely refusing the parcel, failing to collect it from a delivery point or being absent from the delivery address does not, in itself, constitute an unequivocal statement of withdrawal.

To avoid uncertainty, the Consumer must expressly communicate the decision to withdraw through the online function, by email or by another method that enables the decision and the relevant contract to be identified.

If refusal or non-collection of the parcel is accompanied by a clear communication of the decision to withdraw from the contract, the request will be handled in accordance with the rules governing the statutory right of withdrawal.

The right of withdrawal may be exercised by:

• using the online function dedicated to withdrawal from the contract, available on the Website;
• using the electronic system available in the Customer account;
• using the secure process for identifying orders placed without an account;
• sending a statement by email to [email protected];
• using the model form included in the annex to this policy;
• making any other unequivocal statement expressing the decision to withdraw and enabling the Consumer and the contract to be identified.

Use of the model form is not mandatory.

For contracts concluded through the online interface, throughout the statutory withdrawal period PilotShop makes available to the Consumer a clearly visible and easily accessible function labelled “Withdraw from contract” or using an equivalent unambiguous wording.

The function enables the Consumer to provide or confirm at least:

• their name;
• the order number or other information enabling the contract to be identified;
• the products in respect of which withdrawal is exercised;
• the electronic means by which the Consumer wishes to receive confirmation.

Before the statement is finally submitted, the Consumer is provided with a separate function labelled “Confirm Withdrawal” or using an equivalent unambiguous wording.

Immediately after withdrawal is confirmed, PilotShop sends the Consumer, without undue delay and on a durable medium, confirmation of receipt of the statement. The confirmation will include:

• the content of the submitted statement;
• the order or contract number;
• the products concerned;
• the date and time of submission.

The date and time at which the statement is submitted constitute the time at which the right of withdrawal is exercised.

Exercise of the right of withdrawal is not conditional upon prior approval, the issue of a return authorisation or confirmation of eligibility by PilotShop.

The automatic confirmation acknowledges receipt of the statement and does not, in itself, confirm the final amount of the refund or constitute a waiver by PilotShop of its right to inspect the condition of the product and assess any diminution in value.

3.2. Sending Back the Products

After communicating the withdrawal, the Consumer must return the products to PilotShop without undue delay and, in any event, no later than 14 calendar days from the date on which the decision to withdraw was communicated, unless PilotShop has offered to collect the products.

The deadline is met if the products are handed over to the carrier before expiry of the 14-day period.

Products may be sent through any courier operator chosen by the Customer, subject to the conditions set out in this policy.

Parcels sent on a cash-on-delivery basis (COD) or using a direct product exchange service (swap) will not be accepted.

3.3. Packaging the Products

Products must be packaged appropriately so that they are protected throughout transport.

To prevent damage, use of the original packaging together with suitable outer protective packaging is recommended.

Shipping labels should not be applied directly to the original product packaging, as that packaging forms part of the product and may affect the commercial value of the returned goods.

3.4. Recommended Documents

To facilitate processing of the return, the following documents should be included in the parcel where available:

• a copy of the tax invoice;
• confirmation of the return request or its reference number;
• the warranty certificate, where it was issued in physical form;
• the conformity documents relating to certified products, where they accompanied the product upon delivery.

The absence of a copy of the invoice or of the request confirmation does not affect the validity of the withdrawal if PilotShop can reasonably identify the order and the Consumer.

If an original document, certificate or conformity item was supplied as an integral part of the product and its absence objectively reduces the product’s commercial value, transferability or lawful use, that circumstance may be taken into account when determining the diminution in value under Chapter 6.

Missing documents do not automatically result in refusal of the withdrawal.

4. General Return Conditions

4.1. Condition of Returned Products

The Consumer has the right to inspect and test products to an extent comparable to that permitted in a physical shop, solely in order to establish their nature, characteristics and functioning.

Returned products must be sent in a condition that enables the Seller to inspect and assess them.

As far as reasonably possible, products should be returned:

• in their original packaging;
• with all accessories, components and documentation originally supplied;
• with any warranty certificates or conformity documents supplied with the product;
• without additional damage resulting from handling, storage or transport carried out by the Customer.

4.2. Products Certified for Aviation Use

For products certified for aeronautical use, the return must include all original documents supplied with the product, including, where applicable:

• EASA Form 1 — Authorised Release Certificate;
• FAA Form 8130-3 — Airworthiness Approval Tag;
• Certificates of Conformity;
• Certificates of Airworthiness;
• other technical documents issued by the manufacturer or competent authorities.

The absence of original documents may significantly reduce the value of the product or its ability to be reintroduced into the aeronautical supply chain.

If the absence is attributable to the Consumer, PilotShop may assess the objective diminution in value in accordance with Chapter 6. Missing documents do not automatically cancel the right of withdrawal and do not, in themselves, justify refusal to accept the product.

4.3. Accessories and Components

The Consumer is advised to return the product together with all accessories, cables, adapters, manuals, storage media, protective items and other components originally supplied.

A missing component does not automatically cancel the statutory right of withdrawal. If the missing component is attributable to the Consumer and reduces the value of the product, PilotShop may apply a proportionate and justified reduction in accordance with Chapter 6.

4.4. Gifts and Promotional Benefits

If a gift, bonus or other promotional benefit accepted by the Customer was granted exclusively in connection with the returned product, it must be returned together with that product.

If the promotional benefit is not returned, PilotShop may take into account the value expressly communicated in the promotion terms or the objective and documented loss resulting from its non-return.

PilotShop will not apply penalties and will not recover the same loss twice.

Unsolicited products supplied to the Customer without acceptance do not create any obligation to pay for or return them.

4.5. Method of Dispatch

Returned products may be sent through any courier operator chosen by the Customer.

Parcels sent using:

• cash-on-delivery services (COD);
• product exchange services (swap);
• other services requiring the Seller to pay or collect amounts upon delivery,

will not be accepted.

4.6. Return Costs

When the statutory right of withdrawal is exercised, the direct costs of returning the products are borne by the Consumer only if the Consumer was informed, before conclusion of the contract, that this obligation would apply.

If PilotShop did not provide this information before the contract was concluded, or if PilotShop offered to bear the cost, the direct return costs will be borne by PilotShop.

For products which, by their nature, cannot normally be returned by ordinary post or courier service, PilotShop will communicate before conclusion of the contract either the estimated cost of return or a reasonable method of calculating that cost.

For products that are non-conforming, defective, incomplete, damaged during the initial transport or incorrectly delivered, the costs necessary to remedy the situation and transport the product are borne by PilotShop in accordance with the legislation governing the conformity of goods.

4.7. Transport of the Returned Product

The Consumer must package the product reasonably, taking into account its nature, weight and fragility.

Where the Consumer independently chooses the carrier and shipping method, damage attributable to inadequate packaging or to the selected transport service may be taken into account when assessing diminution in value or determining liability, in accordance with the law.

If transport is organised by PilotShop or carried out through an operator designated and contracted by PilotShop, the allocation of risks and costs is determined in accordance with the communicated instructions and the applicable law.

PilotShop will document any damage observed when the parcel is received and will inform the Customer before applying any reduction.

4.8. Withdrawal Communicated After Dispatch of the Order

The Consumer may communicate withdrawal after the order has been dispatched, including while the parcel is in transit.

Where the Consumer withdraws from the entire contract, the initial standard delivery cost is refunded in accordance with Chapter 7, even if PilotShop has already paid the carrier for delivery to the Consumer.

If, following withdrawal, the parcel is redirected or returned to PilotShop by the carrier, the direct, actual and documented cost of return transport may be borne by the Consumer, provided that the Consumer was informed before conclusion of the contract that the direct return costs would be their responsibility.

If PilotShop has paid that cost to the carrier, the Consumer will be informed in writing of the amount and its justification. The cost may be set off against the sums to be refunded only to the extent permitted by law.

PilotShop does not apply penalties, cancellation fees, administrative fees or processing fees for exercising the statutory right of withdrawal.

5. Products and Contracts Excluded from the Statutory Right of Withdrawal

The statutory right of withdrawal does not apply only in the cases expressly provided by Article 16 of O.U.G. No. 34/2014 and by other applicable statutory provisions.

The exceptions are interpreted and applied restrictively, having regard to the specific nature of the product and the circumstances of each order.

5.1. Products Made to the Consumer’s Specifications or Clearly Personalised

The right of withdrawal does not apply to products:

• that are not prefabricated and are made on the basis of the Consumer’s individual choices or decisions;
• manufactured according to dimensions, configurations or specifications indicated by the Consumer;
• inscribed, engraved, modified or clearly personalised at the Consumer’s request;
• configured by PilotShop before delivery in an individual and irreversible manner in accordance with the Consumer’s instructions.

The fact that a standard product is not held in PilotShop’s own stock and is ordered from the manufacturer, importer or distributor only after the Customer places the order does not, in itself, make that product bespoke or personalised.

5.2. Sealed Products for Health Protection or Hygiene Reasons

The right of withdrawal does not apply to products that meet all of the following conditions:

• they were delivered sealed;
• they are not suitable for return for genuine health protection or hygiene reasons;
• they were unsealed by the Consumer after delivery.

Depending on the product’s characteristics, this exception may apply to certain masks, in-ear components, items that come into direct contact with the body or similar products, but only where, after unsealing, they can no longer reasonably be returned to the commercial supply chain under appropriate hygiene and safety conditions.

If the item that comes into direct contact with the user can reasonably be replaced, unsealing does not automatically result in loss of the right of withdrawal. The objective cost of the used item or of sanitisation may be taken into account when determining the diminution in value.

5.3. Audio or Video Recordings and Computer Software Supplied on a Tangible Medium

The right of withdrawal does not apply to audio or video recordings and computer software supplied in sealed packaging if that packaging has been unsealed after delivery.

5.4. Digital Content Not Supplied on a Tangible Medium

The right of withdrawal is lost in relation to the supply of digital content not supplied on a tangible medium only if all statutory conditions are satisfied, including:

• performance of the contract has begun;
• the Consumer gave prior express consent for performance to begin during the withdrawal period;
• the Consumer acknowledged that beginning performance would result in loss of the right of withdrawal;
• PilotShop provided confirmation of the contract and the consent on a durable medium.

Activation of a licence, download of content or association of the content with an account may demonstrate that performance has begun, but does not replace the consent and confirmation required by law.

5.5. Products Liable to Deteriorate or Expire Rapidly

The right of withdrawal does not apply to products that are liable to deteriorate or expire rapidly.

5.6. Products Inseparably Mixed with Other Goods

The right of withdrawal does not apply to products which, after delivery and by their nature, have become inseparably mixed with other goods.

5.7. Publications

The right of withdrawal does not apply to the supply of newspapers, periodicals and magazines, with the exception of subscription contracts for the supply of such publications.

Books, maps and technical documentation are not automatically excluded from the right of withdrawal merely because they are publications.

5.8. Other Statutory Exceptions

The right of withdrawal also does not apply in the other situations expressly provided by Article 16 of O.U.G. No. 34/2014, where PilotShop sells products or services falling within those situations.

PilotShop will assess the applicability of each exception individually and will inform the Consumer of the relevant statutory category and the specific grounds on which it relies.

6. Diminution in Value of Returned Products

6.1. General Principle

Under Article 14(3) of O.U.G. No. 34/2014, the Consumer is liable only for any diminution in the value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Exercise of the statutory right of withdrawal is not conditional upon returning the product in exactly the same condition as it was delivered, but the product must not be used beyond the limits of a reasonable inspection.

6.2. Reasonable Inspection of the Product

The Consumer may inspect and test the product in a manner similar to that which would be permitted in a physical shop.

Depending on the nature of the product, reasonable inspection may include:

• opening the packaging without causing unnecessary damage;
• visual and tactile examination;
• checking the components and accessories;
• switching on the product and carrying out limited functional tests that are reasonably necessary to verify its characteristics and operation;
• trying on an item of clothing without actually wearing it for a significant period.

Permanent installation, registration of the product, irreversible association with an account, activation of a licence or use of the product under normal operating conditions may exceed reasonable inspection where those operations are not necessary to establish the nature and functioning of the product.

6.3. Circumstances That May Lead to a Diminution in Value

The amount refunded may be reduced where the product has been altered as a result of use beyond what is necessary for a reasonable inspection.

Examples include, without limitation:

• signs of use, scratches, impacts, deformation or other damage;
• missing accessories, components or documents supplied with the product;
• significant damage to the original packaging where it forms part of the commercial value of the product;
• activation, registration or configuration of the product in a manner that prevents its resale as new;
• use of consumables supplied with the product;
• installation or activation of software licences;
• any other intervention that reduces the commercial value of the product.

The following may also result in a diminution in value:

• registration of the product with the manufacturer or an authority where this reduces transferability or commercial value;
• association of the product with a personal account that cannot be removed;
• use or unsealing of a consumable that does not fall within a statutory exception to the right of withdrawal;
• loss of or damage to original aeronautical documents;
• installation or use of the product in a manner that leaves marks or consumes part of its service life.

6.4. Assessment of the Diminution in Value

The diminution in value is assessed individually, objectively and proportionately, taking into account:

• the nature and value of the product;
• the degree and duration of use;
• signs of handling;
• missing accessories, components and documents;
• reasonable and evidenced costs necessary to restore the product to a saleable condition;
• the objective difference between the value of the product as new and its value in the returned condition.

PilotShop does not apply standard percentages or fixed depreciation penalties.

The Consumer will be informed in writing of:

• the findings made;
• the reasons for the reduction;
• the method of calculation;
• the amount to be deducted.

Where possible, the information will be accompanied by photographs, quotations, replacement costs or other supporting evidence.

6.5. Limits on the Diminution in Value

The reduction may not exceed the actual depreciation of the product and may not constitute a penalty, administrative fee, handling fee or restocking fee.

PilotShop will not combine reconditioning costs with the difference in resale value where they represent the same loss.

In exceptional circumstances, the reduction may be substantial if handling attributable to the Consumer has correspondingly reduced the value of the product; however, the right of withdrawal remains exercised and the reduction must be objectively justified.

The Consumer is not liable for any diminution in value if PilotShop did not provide the mandatory information regarding the right of withdrawal before conclusion of the contract.

7. Refund of Amounts Paid

7.1. Refund Where the Consumer Withdraws from the Entire Contract

Where the Consumer withdraws from the entire contract, PilotShop refunds:

• the price of all products covered by the withdrawal;
• the initial delivery cost, up to the amount of the least expensive standard delivery method offered by PilotShop when the order was placed;
• other amounts received as payment, to the extent that they must be refunded by law.

If the Consumer selected a delivery method that was more expensive than the least expensive standard delivery method offered, the additional cost is not refunded.

The fact that PilotShop has already paid the carrier for the initial shipment does not remove the obligation to refund the standard delivery cost to the Consumer.

The refund is made without undue delay and, in any event, no later than 14 calendar days from the date on which PilotShop is informed of the Consumer’s decision to withdraw.

PilotShop may withhold the refund until it has received the returned products or until the Consumer supplies evidence of having sent them back, whichever occurs first, unless PilotShop has offered to collect the products.

7.2. Method of Refund

The refund will be made using the same means of payment used by the Consumer for the initial transaction, unless the parties expressly agree otherwise, provided that the alternative method does not result in additional costs for the Consumer.

Depending on the payment method used when the order was placed:

• payments made by bank card will be refunded to the same card used for the transaction;
• payments made by bank transfer will be refunded to the bank account communicated by the Customer;
• in other cases, the refund will be made by a method mutually agreed by the parties.

For orders paid in cash on delivery, a refund may be made by bank transfer only with the Consumer’s express consent. In the absence of such consent, the parties will agree another refund method that does not result in additional costs for the Consumer.

PilotShop may request only the bank details necessary to make the transfer and will not make the refund conditional upon opening a Customer account.

7.3. Amounts and Costs That Are Not Refunded

PilotShop is not required to refund:

• the difference between the cost of the delivery method selected by the Consumer and the cost of the least expensive standard delivery method offered when the order was placed;
• the direct costs of returning the products where those costs are borne by the Consumer under Articles 4.6 and 4.8;
• the objective and documented diminution in value of the product, determined in accordance with Chapter 6.

PilotShop may not deduct from the price of the products the actual initial shipping cost borne by the store if delivery was presented to the Consumer as free of charge.

PilotShop does not charge penalties, administrative fees, processing fees, handling fees or restocking fees merely because the statutory right of withdrawal has been exercised.

7.4. Set-Off Against Other Orders

At the Customer’s express request, and only with the Seller’s agreement, the amount resulting from returned products may be used in whole or in part to pay for a future order or to issue store credit.

In the absence of such a request, the refund is made in accordance with this chapter.

7.5. Partial Withdrawal

PilotShop accepts withdrawal in respect of one or more separable products from the same order without requiring the Consumer to return the products they wish to keep.

In the event of partial withdrawal:

• the price of the returned products is refunded;
• the initial delivery cost is not refunded if the same cost would have been payable for delivery of the products retained by the Consumer;
• if delivery of the retained products would have cost less, the difference between the initial cost paid and the cost that would have applied to the retained products is refunded;
• if all products in the order are returned, the rules for total withdrawal apply and the initial standard delivery cost is refunded;
• the direct costs of returning the products remain the responsibility of the Consumer under this policy.

For sets, promotional bundles or products sold together for a single price, partial withdrawal is possible only if the elements are separable and the value of each can be determined objectively.

Gifts and promotional benefits linked exclusively to the returned products are handled in accordance with Article 4.4.

7.6. Orders with Free Delivery

If no separate delivery charge was imposed on the Consumer when the order was placed, there is no initial delivery amount to be refunded.

PilotShop may not subsequently deduct from the price of the returned products the internal cost or actual amount paid to the carrier for the initial delivery if delivery was presented to the Consumer as free of charge.

The direct cost of returning the products may remain the responsibility of the Consumer under Articles 4.6 and 4.8.

8. Contact Details for Returns

Requests concerning exercise of the right of withdrawal, return of products or any other matter relating to this policy may be submitted using the contact details below:

REGIONAL AIR SUPORT S.R.L.

For the attention of: PilotShop.ro — Returns Department
Address: No. 24–28 București–Ploiești Road, Sector 1, Bucharest, postal code 013694, Romania
Telephone: +40 770 951 700
Email: [email protected]
Business hours: Monday–Friday, 09:00–17:00

Products may be returned in person to the address above or sent through a courier operator chosen by the Customer, subject to the conditions set out in this policy.

The Customer is responsible for appropriately packaging the products and correctly completing the transport documents so that the goods reach the Seller in a condition that allows the return to be inspected and processed.