Product Warranty and After-Sales Services Policy

Version: 1.0
Publication date: 29.07.2026
Effective date: 29.07.2026

1. General provisions

This Product Warranty and After-Sales Services Policy sets out the conditions under which REGIONAL AIR SUPORT S.R.L., the operator of the online store www.pilotshop.ro, handles requests concerning conformity, warranties, technical inspection, repair and replacement of the products it sells.

This Policy supplements:

• the Terms and Conditions;
• the Returns Policy and Right of Withdrawal;
• the warranty information and certificates applicable to each product;
• the technical documentation issued by the manufacturer, importer or distributor;
• the applicable legal provisions.

The products sold by PilotShop are genuine products sourced from authorised manufacturers, importers or distributors.

Depending on the product, the Customer may benefit from:

• the legal guarantee of conformity;
• a commercial guarantee provided by PilotShop, the manufacturer, the importer or the distributor;
• post-warranty diagnostic, maintenance or repair services.

A commercial guarantee does not replace or limit the rights granted to the Consumer under the legal guarantee of conformity.

2. Definitions

For the purposes of this Policy:

Consumer means any natural person acting for purposes outside their trade, business, craft or profession, in accordance with the applicable legislation.

Business Customer means a legal person, an authorised natural person or any other person purchasing the product in the course of a professional or economic activity.

Legal guarantee of conformity means the seller's statutory liability towards the Consumer for a lack of conformity of the product, under Government Emergency Ordinance No. 140/2021 (O.U.G. No. 140/2021).

Commercial guarantee means any additional undertaking given by the guarantor to the Consumer through the guarantee certificate or through advertising available before or at the time the contract is concluded.
Guarantor may mean PilotShop, the manufacturer, the importer, the distributor or another entity identified in the commercial guarantee certificate.

Lack of conformity means a situation in which the product does not meet the contractual or statutory requirements concerning description, quantity, quality, functionality, compatibility, durability, safety, accessories, instructions or applicable updates.

Authorised service centre means the service facility designated by PilotShop, the manufacturer, the importer or the guarantor to carry out technical inspections and interventions.

3. Legal guarantee of conformity for Consumers

3.1. PilotShop's liability

In its relations with Consumers, PilotShop, as seller, is liable for any lack of conformity existing at the time the product was delivered and identified within the period laid down by the applicable legislation.

For ordinary goods, the statutory liability period is, in principle, two years from delivery. Special rules may apply to goods with digital elements or to the continuous supply of digital content or digital services.

Where the lack of conformity is identified shortly after delivery, but no later than 30 calendar days after delivery, the Consumer is entitled to replacement of the product, subject to the conditions laid down by law.

Rights under the legal guarantee must be exercised against PilotShop, even where the technical inspection or repair is carried out by the manufacturer, importer, distributor or an authorised service centre.

Referring the Consumer directly to a service centre does not remove PilotShop's liability as seller.

3.2. Conformity requirements

A product is in conformity where, as applicable, it:

• corresponds to the agreed description, type, quantity and quality;
• has the functionality, compatibility and other characteristics specified in the contract;
• is fit for the particular purpose communicated to and accepted by PilotShop before the contract was concluded;
• is delivered with the accessories, instructions and documents that the Customer may reasonably expect to receive;
• is fit for the purposes for which goods of the same type are normally used;
• has the qualities normally found in goods of the same type, including with regard to durability and safety;
• corresponds to the public statements and characteristics presented before the contract was concluded, subject to the conditions laid down by law.

For products with digital elements, conformity may also include the provision of the necessary updates, including security updates, subject to the conditions laid down by law.

3.3. Products with a shorter average useful life

The average useful life must not be used to reduce the statutory liability period automatically.

Where legislation establishes special rules for a particular category of products, those rules will be applied in accordance with the relevant legislation, without reducing the Consumer's mandatory rights.

4. Remedies in the event of a lack of conformity

4.1. Repair or replacement

In the event of a lack of conformity covered by the legal guarantee, the Consumer may choose between:

• repair of the product;
• replacement of the product.

PilotShop may refuse the remedy chosen only where it is impossible or, compared with the other available remedy, would impose disproportionate costs, taking into account:

• the value the product would have had if it had been in conformity;
• the significance of the lack of conformity;
• whether the alternative remedy could be provided without significant inconvenience to the Consumer.

Repair or replacement will be carried out:

• free of charge for the Consumer;
• within a reasonable period that may not exceed 15 calendar days from the date on which PilotShop was informed of the lack of conformity;
• within a period agreed in writing between PilotShop and the Consumer;
• without significant inconvenience to the Consumer.

The applicable period will be determined taking into account the nature and complexity of the product, the significance of the lack of conformity and the effort required to repair or replace it.

4.2. Making the product available

The Consumer must make the product available to PilotShop or to the person designated by PilotShop, in accordance with the instructions provided.

Where the request is covered by the legal guarantee, PilotShop will bear the costs necessary to bring the product into conformity, including reasonable transport, labour and material costs.

In the event of replacement, PilotShop will take back the non-conforming product at its own expense.

Where repair or replacement of a product installed in a manner consistent with its nature and intended purpose requires removal and reinstallation, the obligation to bring the product into conformity includes carrying out those operations or bearing the related costs, subject to the conditions laid down by law.

4.3. Price reduction or termination of the contract

The Consumer may obtain a proportionate reduction in the price or terminate the contract, subject to the conditions laid down by law, including where:

• repair or replacement is impossible;
• PilotShop has not completed the repair or replacement in accordance with the statutory requirements;
• the lack of conformity persists despite an attempt to remedy it;
• the lack of conformity is sufficiently serious;
• it is clear that the product will not be brought into conformity within a reasonable period or without significant inconvenience.

The Consumer may not terminate the contract where the lack of conformity is minor. The burden of proving that the lack of conformity is minor rests with the seller.

Any price reduction must be proportionate to the reduction in the value of the non-conforming product compared with the value it would have had if it had been in conformity.

5. Extension of guarantee periods

Where the lack of conformity is remedied by repair, the statutory liability period and, where applicable, the commercial guarantee of durability will be extended by the period during which the product was out of use.

The period during which the product is out of use runs from the moment the lack of conformity is notified to PilotShop or the guarantor until the product is actually returned in normal working condition.

Where the product is replaced, a new period begins for the replacement product in accordance with the rules applicable to the remedy provided.

Service operations will be recorded in an intervention report, service sheet, handover report or equivalent document and provided to the Customer on a durable medium.

6. Commercial guarantee

6.1. Nature of the commercial guarantee

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

Its existence, duration, territorial scope and conditions are set out in:

• the guarantee certificate;
• the product description;
• the manufacturer's documentation;
• the advertising available before or at the time the contract is concluded.

The commercial guarantee becomes binding on the guarantor under the conditions set out in the guarantee certificate and the related advertising. Where the advertising contains terms more favourable than those in the certificate, the terms more favourable to the Consumer will apply, subject to the conditions laid down by law.

6.2. Contents of the commercial guarantee certificate

The commercial guarantee certificate must be drafted in clear and intelligible language and must include, as applicable:

• confirmation that the legal guarantee of conformity is unaffected;
• the name and address of the guarantor;
• the procedure to be followed;
• the products covered;
• the duration and territorial scope;
• the terms and limitations of the guarantee;
• the remedies undertaken by the guarantor.

The certificate may be provided on paper or on another durable medium.

6.3. Extension of the guarantee through product registration

Certain extended commercial guarantees may be conditional upon registration of the product on the manufacturer's platform within a specified period.

Where such a condition applies:

• it must have been communicated to the Customer before purchase or through the documentation supplied;
• the Customer is responsible for completing the registration within the specified period;
• the Customer is advised to retain the registration confirmation;
• failure to register may affect only the conditional commercial extension and not the legal guarantee of conformity.

7. Aeronautical products and conformity documents

For certain aviation products, delivery may include documents such as:

• EASA Form 1 - Authorised Release Certificate;
• FAA Form 8130-3 - Airworthiness Approval Tag;
• certificate of conformity;
• traceability record;
• specific technical documentation;
• other documents issued by the manufacturer, an authorised organisation or the competent authority.

The Customer must keep these documents in appropriate conditions and submit them with the product where they are required for:

• identification and traceability of the product;
• verification of eligibility for service;
• performance of an authorised intervention;
• recertification of the product;
• reinstallation or reintegration of the product into the aeronautical supply or maintenance chain.

The absence of a document does not automatically result in the loss of the legal guarantee.

Where a document is indispensable for the identification, traceability, certification or legal and technical verification of the product, PilotShop may request additional information or duplicates from the issuer. Any objective delays caused by obtaining such documents will be communicated to the Customer, without limiting the Consumer's statutory rights.

Original documents must not be altered, completed or reproduced without authorisation.

8. Warraty claim procedure

8.1. Submitting a request

A request may be submitted through:

• the electronic request system available in the Customer's account;
• the secure process for orders placed without an account;
• email to [email protected];
• delivery of the product to the showroom;
• other contact channels made available by PilotShop.

To the extent possible, the request should include:

• the order or invoice number;
• the product name;
• the serial number, P/N, S/N, IMEI or another identifier;
• a detailed description of the problem;
• the circumstances in which the problem occurs;
• the date on which the problem was identified;
• relevant photographs, video recordings or error messages;
• the Customer's contact details;
• the relevant technical documents.

The absence of a paper invoice does not automatically lead to rejection of the request where the purchase can be identified in PilotShop's records by other reasonable means.

8.2. Confirmation of the request

PilotShop will provide the Customer with confirmation that the request has been registered, on a durable medium.

The confirmation will include, as applicable:

• the request number;
• the product concerned;
• the date of notification;
• the information provided by the Customer;
• instructions for delivering or shipping the product;
• the period agreed in writing for repair or replacement;
• the contact details for following up the request.

Confirmation of registration does not constitute automatic acknowledgement of a lack of conformity or automatic acceptance of a particular remedy.

8.3. Technical inspection

Depending on the nature of the problem, the product may require:

• visual inspection;
• diagnostic testing;
• functional testing;
• verification of the serial number and history;
• verification of the software configuration;
• assessment by the manufacturer or an authorised service centre;
• technical expert assessment, where required by the nature of the case.

PilotShop will communicate the outcome of the inspection and the proposed solution to the Customer.

The conclusion of a service centre or manufacturer is a technical element of the assessment and does not remove PilotShop's statutory liability towards the Consumer.

9. Delivery and shipment of the product

9.1. Packaging

The product must be packaged in a reasonable manner appropriate to its nature, weight and fragility.

The following are recommended:

• using the original packaging, where available;
• using protective outer packaging;
• protecting connectors, screens, controls and moving components;
• avoiding the placement of shipping labels directly on the original box;
• photographing the product and parcel before shipment.

The absence of the original packaging does not automatically result in the loss of the legal guarantee.

9.2. Accessories and passwords

The Customer must provide the accessories necessary to reproduce and diagnose the problem where reasonably requested, for example:

• the power supply;
• the cable;
• the adaptor;
• the antenna;
• the battery;
• the mounting bracket;
• other components involved in the reported fault.

Where possible, the Customer must remove:

• passwords;
• PIN codes;
• activation locks;
• links to a personal account;
• security measures that prevent testing.

Where removal is not possible, the Customer must provide the access instructions required through a secure channel.

PilotShop will not request passwords that are not necessary to inspect the product.

9.3. Data stored on the device

Before delivering the product, the Customer must back up any personal or operational data stored on it and remove such data where possible.

During diagnosis, repair or replacement, it may be necessary to:

• reset the product;
• reinstall the software;
• delete configurations;
• update the firmware;
• replace the memory or the device.

PilotShop is not liable for the loss of data that was not necessary for the operation of the product and was not backed up by the Customer, except where the loss is attributable to PilotShop under the applicable law.

10. Circumstances that do not constitute a lack of conformity attributable to the seller

The legal guarantee and any commercial guarantee do not cover problems that do not result from a lack of conformity existing at delivery or from a fault covered by the guarantor's undertaking.

• Depending on the proven causal connection, problems caused by the following may be excluded:
• use for purposes other than those specified by the manufacturer;
• failure to comply with installation, operating or maintenance instructions;
• incorrect installation or fitting carried out by the Customer or an unauthorised person;
• unauthorised interventions, repairs or modifications;
• the intentional removal, alteration or destruction of serial numbers or identification elements;
• accidents, impacts, drops, crushing or punctures;
• liquids, corrosion, condensation, contamination or foreign bodies;
• an unsuitable electrical supply;
• the use of incompatible accessories or consumables;
• temperatures, pressures, humidity or vibration outside the specified limits;
• overloading or exceeding the operating limits;
• improper storage or transport after delivery;
• normal wear and tear;
• depletion of the normal service life of consumables;
• external events such as fire, flooding, electrical discharge or other accidents;
• software, files, viruses or configurations installed by the Customer;
• lost passwords, accounts or security locks.

Such a circumstance does not automatically result in rejection of the entire request.

PilotShop or the guarantor must establish a connection between the circumstance attributable to the Customer and the reported problem. The exclusion applies only to the extent that the problem was caused by that circumstance.

Breaking a seal or carrying out an intervention on a component does not automatically result in the loss of all rights where it is unrelated to the reported lack of conformity, except in circumstances justified by statutory or safety requirements.

11. Consumables, accessories and normal wear and tear

Consumables and components naturally subject to wear may include, as applicable:

• batteries and rechargeable batteries;
• filters;
• seals and gaskets;
• foam parts and cushions;
• in-ear components;
• bulbs and light sources;
• elastic components;
• cables and connectors subject to mechanical wear;
• other components defined as consumables by the manufacturer.

The mere classification of a component as a 'consumable' does not mean that it is excluded from the legal guarantee.

The guarantee does not cover normal wear and tear or depletion of the normal service life, but it may cover:

• manufacturing defects;
• unjustified premature deterioration;
• a lack of the durability that the Consumer could reasonably expect;
• a lack of conformity existing at delivery.

The duration and terms of any commercial guarantee applicable to consumables are those stated in the product certificate.

12. Compatibility and installation of aeronautical products

Before purchase, the Customer must verify the product's compatibility with:

• the aircraft;
• the electrical installation;
• the communication system;
• the avionics system;
• the applicable standards and approvals;
• the requirements of the competent authorities;
• the software and hardware configuration;
• the intended operational use.

Commercial information provided by PilotShop does not replace:

• the manufacturer's documentation;
• the aircraft manuals;
• approved design data;
• the assessment of a maintenance organisation;
• the approval of an authorised engineer, technician or installer;
• the obligations of the aircraft operator or owner.

A problem caused solely by the selection of an incompatible product does not constitute a lack of conformity where the information provided before purchase was accurate and complete.

Where PilotShop expressly confirmed compatibility for a particular purpose communicated before the contract was concluded, that confirmation will be taken into account when assessing conformity.

13. Manufacturer guarantees provided through international networks

For certain products, the guarantee certificate may allow the product to be submitted directly to a manufacturer's service centre in Romania or abroad.

The Customer may use this procedure where it is more convenient.

Use of the manufacturer's network:

• does not remove the Consumer's statutory rights against PilotShop;
• does not automatically transfer all contractual liability from PilotShop to the service centre;
• may be subject to the manufacturer's operational rules, insofar as those rules do not limit mandatory rights.

For international guarantees, the following may be required:

• the invoice;
• the product serial number;
• the guarantee certificate;
• proof of registration;
• conformity documents;
• prior return authorisation or an RMA number issued by the manufacturer.

The manufacturer's administrative requirements may not be used to invalidate the Consumer's legal guarantee against PilotShop.

14. Business Customers and legal entities

Government Emergency Ordinance No. 140/2021 applies to relations between sellers and Consumers and does not, as a general rule, grant the same rights to legal entities or professional customers.

For Business Customers, the applicable guarantees are determined by:

• the guarantee certificate;
• the product description;
• the commercial offer;
• the contract between the parties;
• the terms of the manufacturer or distributor;
• the provisions of the Romanian Civil Code and other applicable legislation.

In the absence of a period expressly stated in the guarantee certificate, commercial offer or contract concluded with the Business Customer, an additional commercial guarantee identical to that granted to Consumers is not presumed to have been provided.

This provision does not affect the Business Customer's rights concerning latent defects, performance of the contract and the seller's liability under the Romanian Civil Code and the contract between the parties.

15. Post-warranty repairs

After the guarantee has expired, or where a problem is not covered by a guarantee, PilotShop may facilitate paid diagnostic and repair services.

Before any work is carried out, the Customer will be informed, as applicable, of:

• the diagnostic outcome;
• the estimated cost;
• the transport cost;
• the estimated time frame;
• the availability of parts;
• any risks or limitations;
• the guarantee period provided for the work and replacement parts.

Paid work will be carried out only after the Customer expressly accepts the quotation.

If the quotation is not accepted within the period stated in the communication, which will not be shorter than five business days, PilotShop may close the request and return the product to the Customer. Diagnostic or transport costs previously communicated and accepted may remain payable.

The estimated time required for a post-warranty repair may vary depending on:

• the availability of parts;
• the location of the service centre;
• international transport;
• manufacturer approvals;
• the complexity of the intervention;
• technical or recertification procedures.

The time frame will be communicated to the Customer before the work is accepted and will be updated if objective circumstances arise.

16. Justified refusal of a request

If the inspection shows that the problem is not covered by the guarantee invoked, PilotShop will communicate to the Customer:

• the technical findings;
• the reason for refusal;
• the guarantee term or condition applied;
• the connection between the identified cause and the reported fault;
• any photographs, reports or technical conclusions;
• the option of a paid repair, where available;
• the method for returning the product.

PilotShop will not refuse a request solely by using general statements such as:

• 'product used incorrectly';
• 'mechanical damage';
•  'guarantee void';
• 'seal broken',

without identifying the specific findings and their connection with the reported problem.

17. Collection or return of the product

After the inspection or intervention has been completed, the Customer will be informed by email, telephone or through the electronic request system.

The product may be:

• collected from the showroom;
• sent by courier;
• handed over by the authorised service centre, where this procedure has been agreed.

Where a request is covered by the legal guarantee, PilotShop will bear the costs necessary to return the repaired or replacement product to the Consumer.

For work not covered by a guarantee, the costs will be communicated before shipment.

If the product is not collected within a reasonable period after repeated notifications, PilotShop may apply the procedures laid down by civil law for storage and uncollected goods, without automatically acquiring ownership of the product.

18. Data protection

For the administration of warranty requests, PilotShop may process:

• identification and contact details;
• order details;
• the product serial number;
• the description of the problem;
• photographs and documents;
• correspondence;
• the service report;
• data required for transmission to the manufacturer, distributor or service facility.

Processing is carried out in accordance with the Privacy Policy published on the Website.

The Customer is asked not to submit personal or operational data that is not necessary to inspect the product.

19. Contact details and submission of requests

Requests may be submitted to:

REGIONAL AIR SUPORT S.R.L. - PilotShop

• email: [email protected];
• telephone: +40 770 951 700;
• showroom/place of business: No. 24-28 Bucharest-Ploiesti Road, District 1, postal code 013694, Bucharest, Romania;

To ship the product, the Customer must follow the address and instructions provided in the request confirmation. The product must not be sent cash on delivery or through an automatic product-swap service unless PilotShop has expressly accepted that method.

20. Final provisions

This Policy must be read together with the Terms and Conditions, the guarantee certificate and the product documentation.

In the event of any discrepancy:

• mandatory legal provisions prevail;
• the legal guarantee may not be limited by a certificate or by this Policy;
• more favourable commercial terms communicated to the Consumer remain binding on the guarantor;
• special terms in a guarantee certificate apply only to the commercial guarantee for which they were issued.

PilotShop may update this Policy to reflect legislative, technical or operational changes. The version applicable to a request is the version relevant to the contractual relationship and the rights arising at the time of purchase, without reducing any rights subsequently granted by mandatory rules.