Refunds and Returns Policy
-
PILOT TOOLS (Pty) Ltd
Reg: 1939/013093/07
This Refunds and Returns Policy forms part of Pilot Tools’ General Terms and Conditions of Sale. You can read the full Terms and Conditions by accessing the Pilot Tools website www.shop-pilot.co. By purchasing Goods on this Website, You agree that this Refunds and Returns Policy will apply to all purchases.
This Policy was last revised 10 March 2016. You are advised to regularly check the Website for any amendments or updates.
Enquiries: You may contact us via the Email Us link on our Website and follow the Topic: legal policies, Sub-topic: Refunds and Returns Policy.
1. Definitions
In this Policy, the following definitions apply:
a. “Goods” shall mean the products manufactured and sold by Pilot Tools (Pty) Ltd to the User;
b. “Order” shall mean a request for a specified quantity of a single product or a variety of products as indicated by the User’s cart at the check-out point on the Platform and that payment has been effected by the User for the Goods; and
c. “Delivery” shall mean the conveyance of the Goods from the warehouse of Pilot (Pty) Ltd to the party in-country receiving the Goods or the delivery address as specified by the User;
d. “User/s” shall mean individuals, businesses, charities, associations and other legal entities who register a new account on the Platform and wish to purchase products manufactured by Pilot for personal, commercial or business purposes.
2. Returns
2.1. In the event that You are not satisfied with Goods ordered, You may return the Goods to Pilot Tools’ warehouse within 30 days as from the invoice date.
2.2. Users are required to pay for the return Delivery costs to our warehouse.
2.3. Pilot Tools reserves the right to consider the reasons for the returned Goods.
2.4. In order for Pilot Tools to accept the Goods, they should be clean, show no signs of wear and be returned in the original packaging. Pilot Tools reserves the right not to accept the Goods if the Goods are not returned in good condition.
2.5. To initiate the returns process, Users should login into their User accounts and follow instructions found in the Returns option on the website menu.
2.6. When You have completed our five-step process, You will receive an email indicating that Pilot Tools has registered Your return request and that a courier will be collecting the Goods. We will also notify You when we have received the returned Goods.
2.7. In the event that the Goods are returned on the basis of a claim of product failure or defect, our testers will assess the Goods to establish the validity of the claim and will provide the User with an evaluation report within 30 (thirty) working days.
2.8. If You detect a manufacturing defect, You may return the Goods to our warehouse within 30 (thirty) days from the date of invoice, for a complete evaluation of the product. The cost of the return of the Goods will be borne by You. Once the evaluation is completed, we will communicate the results to You via email.
3. Refunds
- This clause 3 is subject to the returned Goods being undamaged – used or unused.
- Should the return be due to our error (such as errors in the order and/or dispatch processes), Pilot Tools will, subject to the returned Goods being undamaged:
- pass a credit for the delivery costs onto the User’s account;
- pass a credit for the product cost/s by crediting the User’s account.
- Test level
- Subject to clause 2.7 above, should the returned item be found to be defective as claimed, Pilot Tools will:
- Pass a credit for the return delivery costs onto the User’s account; and
- pass a credit for the product cost/s by crediting the User’s account.
- Should we find that the Goods are NOT defective, the User is not entitled to credit, and will be liable for the delivery costs incurred in having the Goods returned to Pilot Tools.
- The following will not be regarded as defects and will not entitle the User to credit under this Returns Policy: faults resulting from normal wear and tear; damage resulting from incorrect usage of the product.
- Should the return be due to the User no longer requiring the Goods, the User is liable for the costs of return and Pilot Tools will refund the cost of the Goods by passing a credit onto the User’s account.
This clause is subject to the returned Goods being undamaged and used.
- Should the User return the Goods for any reason not stated above, subject to the Goods being in an acceptable condition and having not been used, Pilot will within 30 (thirty) working days:
- refund the product costs by way of a credit onto the User’s account.
- Pilot will not refund the return costs.
- All refunds will be credited to User accounts and can be used for future purchases. The refund amount will reflect within 30 (thirty) working days from the date You completed the online returns process. Pilot Tools will not transfer any refunds to customer bank accounts.
4. Insurance Claims
- In the event that You either received damaged Goods or did not receive Goods ordered, You must follow the process as provided for in the “Email Us” tab on the Website.
- This section will allow you to choose the reason for the return of the Goods.
- You should select the relevant sub-topic “Damaged on arrival” or “Shipment not received” and follow the process.
- Pilot Tools will assess Your claim based on information received and provide You with feedback via email.
- In the event that Your claim was successful, we will credit Your User account with the relevant amount. The refund amount will reflect within 15 (fifteen) working days from the date You completed the online returns process.
- In the event that Your claim was unsuccessful, we will inform You via email within 15 (fifteen) working days.
- We will not transfer insurance claim amounts to customer bank accounts.
5. Contacting Us
- If You have any questions about this policy, You may contact us vas the Email Us link on our Website and follow the Topic: Legal Policies, Sub-topic: Refunds and Returns Policy.