We want you to be satisfied with your purchase from PILOT and we understand that sometimes things just don't work out. If you need to return an item, we're here to help.
If you are a B2B customer or supplier
Getting a Returns Authorisation Number
Before you send anything back, you need to contact us to get a Returns Authorisation Number. This number will help us process your return quickly and efficiently.
Returning items you ordered incorrectly
If you ordered the wrong item, you can return it within 30 days, but there is a 10% re-stocking fee and you will need to cover the return shipping. The item must also be unopened, in its original packaging, with old courier labels removed to ensure smooth scanning on pick up. To return the item, you will need to include the Returns Authorisation Number we provided you.
Items we do not accept returns for
Clearance stock and special orders are not eligible for returns. We apologise for any inconvenience this may cause.
Making a claim for missing or damaged Items
If your order is missing an item or if an item arrives damaged, you need to let us know within 48 hours of receiving the package or within 7 days of the dispatch date, whichever is later. We'll work with you to resolve the issue and get you the items you need.
Returning items with a Returns Authorisation Number
Once you have a Returns Authorisation Number, you will need to send the item back to us within 30 days. Please make sure the item is securely packaged and that you include the Returns Authorisation Number with your package.
We understand that returning items can be a hassle, but we want to make the process as smooth and easy as possible. If you have any questions or concerns, please don't hesitate to contact us. Our customer service team is always here to help!