Refund policy

Return Conditions

We accept returns within 30 calendar days from the date of purchase. To proceed, please follow these steps and complete the form available at the following link: Return Form.

Return requirements:

• The product must not have been used.

• The product must be returned in the same condition it was shipped, with original tags and packaging. If the original packaging is not available, please use one of similar size and capacity.

• Include your full name and order number inside the box (e.g., #1123).

Return procedure:

National returns can be made at any Correos office in Spain or at a Citypaq collection point.

• Delivery at Correos office: No need to print labels; simply present the return code on your mobile device.

• Tracking: Service includes tracking and proof of delivery.

Correos return service specifications

Package dimensions:

• Maximum weight: 30 kg.

• Maximum size: length + width + height = 210 cm, with no side exceeding 120 cm.

• Minimum size: 10 cm x 15 cm x 1 cm.

Accepted routes:

• Mainland Spain to Mainland Spain

• Balearic Islands to Balearic Islands

• Balearic Islands to Mainland Spain

• Inter-island Canary Islands

Not accepted routes:

• From Ceuta, Melilla, and Canary Islands to Mainland Spain or Balearic Islands.

• From Mainland Spain or Balearic Islands to Ceuta, Melilla, and Canary Islands.

Return delivery time: 48–72 hours for shipments within Mainland Spain, Mainland Portugal, and Balearic Islands.

Return cost policy:

• Iberian Peninsula — €4.95

• Portugal & Balearic Islands — €6.95

• Canary Islands & other countries — Please email info@pilatusbrand.com to check rates.

Right of Withdrawal

As a consumer and user, the User has the right to withdraw from a purchase made on the Website within 14 calendar days without the need for justification.

This withdrawal period will expire 14 days after the day on which the User or a third party authorized by the User, other than the carrier, acquired material possession of the goods purchased on the PILATUS Website. In the case of separate deliveries of items from the same order, the 14-day period will start from the day on which the User acquired possession of the last item. For service contracts, the period will start from the day the contract is concluded.

To exercise this right, the User must notify PILATUS of their decision. They may do so through the contact sections available on the Website.

The User must clearly and unequivocally state their intention to withdraw from the purchase contract. Communication must be sent before the expiry of the withdrawal period.

In case of withdrawal, PILATUS will refund the User all payments received, EXCEPT shipping costs, without undue delay and in any case no later than 14 calendar days from the date on which PILATUS was informed of the User’s decision to withdraw.

Refunds will be made using the same payment method the User used for the initial purchase. No additional costs will apply. However, PILATUS may withhold the refund until the goods have been received or until proof of return is provided, whichever comes first.

Products purchased with a discount will incur an additional €4.95 fee if returned.

The User must return the goods no later than 14 calendar days from the date they informed PILATUS of their withdrawal decision.

The User acknowledges that they must bear the direct cost of returning the goods (shipping, delivery) if applicable. They are also responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

The User acknowledges that exceptions to the right of withdrawal exist, as established in Article 103 of Royal Legislative Decree 1/2007 of November 16. Examples include:

• Personalized products.

• Products that may deteriorate or expire quickly.

• CDs/DVDs without factory seal.

• Products sealed for health or hygiene reasons that have been unsealed after delivery.

The same rule applies to service contracts: no right of withdrawal applies once the service has been fully performed, or when performance has begun with the express consent of the consumer and acknowledgment that they lose the right of withdrawal once the contract is fully performed by PILATUS.

No refunds will be issued if the product has been used beyond mere opening, is not in its original condition, or has been damaged after delivery.

Products must be returned with all original packaging, instructions, and accompanying documents, along with a copy of the purchase invoice.

Return of defective products or wrong items

If the User believes that, upon delivery, the product does not conform to the contract or purchase order, they must contact PILATUS immediately to notify the issue (defect/error) using the same contact details as for the Right of Withdrawal.

The User will be informed on how to proceed with the return. Once returned, the products will be inspected and the User will be informed within a reasonable period whether a refund or replacement is applicable.

Refunds or replacements will be processed as soon as possible and, in any case, within 14 days of the confirmation email.

If the product is defective, the refund will include the full amount paid, including delivery costs and any return shipping costs. Refunds will be made using the same payment method used by the User.

In any case, the rights granted to Users under current legislation as consumers will always apply.

Return & Exchange Policy

Return Policy:

• Return period: 30 days from order date.

• Procedure: Send an email to info@pilatusbrand.com.

• Shipping costs: Covered by Pilatus if the product is defective or incorrect; otherwise, the customer must cover the costs.

• Conditions: Returns are accepted in all cases, but refunds are only issued if the product is defective and the customer does not wish to exchange it.

Product Warranty:

• Duration: 2 years.

• Coverage: Does not cover damage due to misuse or extreme stress.

Exchange Policy:

• Conditions: Products can be exchanged for another, provided the returned item is in perfect condition.

Customer Service:

• Contact: For questions or issues with orders, email info@pilatusbrand.com.