Exchanges and Returns

The policy we uphold for you: A commitment to meeting every customer need.

PILOT WINGS, LDA. is dedicated to offering the best possible experience to its Customers. This commitment extends to our support policy, aimed at addressing any and all Customer needs. When purchasing an item from our Online Store (at www.pilotwings.pt) or from one of our commercial locations, the customer may be covered by the Satisfaction Guarantee (Section 1), under which they may exchange an item within the first 14 (fourteen) days.

RMA Form https://pilotwings.pt/en/rma-form/

1. Satisfaction Guarantee

1.1. The PILOT WINGS Guarantee

Without prejudice to the statutory return rights granted by law and described below, PILOT WINGS offers its Customers a period of 14 (fourteen) days to determine whether the purchased item meets their expectations. If, within that period, the Customer verifies that the item does not meet their expectations, they may request an exchange for another item(s) commercialised by PILOT WINGS.

To be eligible for exchange, the item must comply with the conditions described in Section 3 below (CONDITIONS OF THE ITEM TO BE EXCHANGED OR RETURNED), and must be in the original condition in which it was sold.

This Satisfaction Guarantee and right of exchange does not apply to any of the items listed in Section 4 below (ITEMS NOT SUBJECT TO EXCHANGE OR RETURN).

1.2. Initiating the Exchange Process

To begin the exchange process, the Customer may visit any PILOT WINGS store with the item and the corresponding invoice. If this is not possible, the Customer must open an RMA request using the form at https://pilotwings.pt/en/rma-form/ or via info@pilotwings.pt, indicating “Commercial Return” as the reason. The item must then be sent via courier to PILOT WINGS, with the return shipping costs borne by the Customer

PILOT WINGS will assess the condition of the item and reserves the right to refuse the exchange. In such cases, PILOT WINGS will contact the Customer so that they may collect the item at their own expense. After case‑by‑case evaluation, PILOT WINGS may, where appropriate, arrange for collection and delivery to the address provided by the Customer, without prejudice to charging the Customer the transport cost.

1.3. Refund and Exchange for New Items

If PILOT WINGS determines that the item is eligible for exchange and within the 14‑day period, a credit note will be issued in favour of the Customer for the price of the exchanged product (as stated on the invoice).
This credit note may be partially or fully redeemed towards new purchases at PILOT WINGS, either through the Online Store (at www.pilotwings.pt) or directly in one of our physical locations, once it has been assigned to the Customer’s account. The credit note is valid for a period of 1 (one) year.

1.4. Other Rights

The Satisfaction Guarantee is provided strictly in accordance with the terms described above. Any rights relating to withdrawal and returns—namely those described below in Section 2 (RETURN OF PURCHASES MADE ON WWW.PILOTWINGS.PT)—are applicable only to consumers (natural persons purchasing outside the scope of commercial, industrial, artisanal, or professional activity, or where, in the context of a mixed‑use purchase, the predominant purpose is not professional).

If the Customer does not qualify as a consumer (for example, if the purchase was made by a company), and outside the cases covered by the Satisfaction Guarantee, any request for exchange/return submitted by the Customer will be subject to individual assessment by PILOT WINGS and may be refused at its sole discretion.

2. Return of Purchases Made on www.pilotwings.pt

2.1. What is the return period?

The consumer may return purchases made on WWW.PILOTWINGS.PT within 14 days from the date of delivery or in‑store collection of the product.

Purchases relating to products that were reserved (including online reservations) but only paid for in store upon collection are not considered eligible for return.

2.2. How is the refund made?

The refund to the consumer is always processed using the same payment method used for the original purchase. In the case of a return, the refund will be issued only after verifying compliance with the return conditions described below.

2.3. Can any item be returned?

Any item may be returned by a consumer within the above‑mentioned time limits provided that:

(i) It complies with the conditions listed in Section 3 below (CONDITIONS OF THE ITEM TO BE EXCHANGED OR RETURNED); and
(ii) It is not included in Section 5 below (ITEMS NOT SUBJECT TO EXCHANGE OR RETURN).

PILOT WINGS clarifies that, for purchases made on WWW.PILOTWINGS.PT, the consumer has the right to inspect the nature, characteristics, and functioning of the item with appropriate care. However, the consumer may be held liable for depreciation of the item if the inspection exceeds what would normally be permitted in a physical commercial establishment.

If any of these conditions are breached, PILOT WINGS reserves the right to refuse the return (and corresponding refund) or exchange, or to charge the depreciation cost resulting from excessive handling outside normal inspection. In such cases, the value of this depreciation may be deducted from the refund or the credit amount issued.

2.4. How to return an item purchased on WWW.PILOTWINGS.PT?

To return an item purchased on WWW.PILOTWINGS.PT, the consumer may:

(i) Visit any PILOT WINGS store with the item and respective invoice; or
(ii) Open an RMA request in the dedicated online area (www.pilotwings.pt) and send the item to the PILOT WINGS facilities, clearly indicating “Commercial Return”:
PILOT WINGS LDA – Air Shopping, Tires
2785‑632 São Domingos de Rana

PILOT WINGS will assess the condition of the item and reserves the right to reject the return. In such cases, PILOT WINGS will contact the Customer so that they can collect the item at their own expense, and may also charge the costs incurred for collection by PILOT WINGS. After case‑by‑case evaluation, PILOT WINGS may arrange shipment to the Customer’s address, provided the Customer pays the applicable transport costs.

3. Conditions of the Item to Be Exchanged or Returned

PILOT WINGS informs that returned goods will only be accepted if they strictly meet the following conditions:

(i) The returned item must be in the same condition as when it was sold — intact, and without any signs or marks of use/damage;
(ii) The item must be returned together with its packaging, manuals, and accessories, all in perfect condition;
(iii) The returned item must be accompanied by the invoice in which it appears.

Important: For a return or exchange to result in compensation to the Customer (refund or credit note), the product must be in a condition suitable for resale by PILOT WINGS. When returning a product, ensure that it is in a condition that you yourself would accept if purchasing it. Use this as a personal benchmark.

Attention: In the case of returning or exchanging a small or large appliance whose sale is exclusively limited to the online store (i.e., not available for direct purchase/collection in PILOT WINGS physical stores), such returns or exchanges must be requested via the online store by opening an RMA request in the reserved area. Customer assistance for these types of items is not available in physical stores.

4. Items Not Eligible for Exchange or Return

Unless there is a technical defect, certain products (due to hygiene, safety, data‑transfer risks, or manufacturer recommendations) cannot be accepted for return or exchange.

Without prejudice to other Customer rights provided herein or under applicable law, the following items cannot be exchanged or returned:

(i) Earphones/headphones/headsets, batteries, chargers, memory cards, external drives, consumables, or software;
(ii) Clothing, smartwatches, radios or similar items where the brand’s packaging seals have been broken, cut, or removed;
(iii) Other products that involve biological contact or contamination, or that have been programmed, configured, or personalised at the Customer’s request.

Important: PILOT WINGS reserves the right to refuse exchanges/returns of items whose Serial Number has already been registered or linked to a user account on the online platforms/apps of various manufacturers. Associating an item (via Serial Number) with an online platform/app may, in many cases, allow former users to track or control the item while it is in the possession of a third party.
For this reason, PILOT WINGS warns that exchanges/returns may be refused to ensure full protection of its Customers.

In the event of any breach of these conditions, we will not be able to accept the exchange/return (and consequently no refund or credit note will be issued).

5. Pilot Wings’ Advice and Tips

Before completing a purchase, the Customer should ensure as much as possible that the product they are buying truly meets their expectations, aligns with their needs, and is suitable for the intended use. The Internet is a powerful tool for information and clarification.

Therefore, without prejudice to the usefulness of the reflection period for the Customer, before completing a purchase PILOT WINGS recommends that Customers read and, if possible, follow the guidelines below:

(i) Ensure the product matches what you are looking for.

(ii) Search for the product online, watch product videos on YouTube, or raise your questions through one of our contact channels. Remember: the internet is a powerful tool for information and clarificatio

(iii) Check whether a friend, colleague, or family member owns the product you wish to buy and, if so, see if it is possible to obtain feedback.

(iv) If you intend to purchase/collect your item in a physical store, ask the sales assistant all the questions you consider necessary.

(v) After purchasing the product, handle the box/packaging with care and take note of how the device, accessories, and manuals are arranged inside the box/packaging.

In case of return/exchange, the more carefully you preserve the product’s condition, the easier the process will be for all parties involved.