1 RETURNS BY POST
1.1 If you are not completely satisfied with the purchase you have made you can return the item or items to us within 14 days from actual receipt. You will be responsible for the cost of the return. We will give you a full refund or exchange if requested (UK customers only) within 7 working days of receipt, provided the item(s) are in a re-saleable condition i.e. in their original packaging, unworn, unwashed without perfume scent or deodorant marks and complete with their original labels. Some products will be non-returnable due to hygiene reasons (Please refer to Section 4 below and 12.2 of the Terms & Conditions). We reserve the right to refuse a refund or exchange for items returned that are not in a resalable condition.
1.2 To return an item by post you do not need a returns number. Refunds / exchanges for items returned after 14 days from receipt may take longer for us to process and we reserve the right to refuse late returns / exchanges requests. If a return / exchange is refused because of a late return the item(s) will be returned to you at your cost.
1.3 The reason for the return must be entered in the returns section which appears on the back of your Web Receipt.
1.4 If you require an exchange then please complete the exchange section which appears on the back of the Web Receipt.
1.5 Place the duly completed returns form with the item(s), wrap the items adequately and make sure that they are in a fully sealed package.
1.6 Ensure that the following address is clearly marked on the package.
1.7 For returns from the UK, ensure that you obtain a certificate of posting from the Post Office as proof of postage. Keep this in a safe place until you have received your refund / exchange as it is your proof of postage in the event of the goods being lost in transit. Make sure that this certificate of posting has the Fast Fashion Ltd. name and returns address on it and the post office date stamped confirmation on it. Allow up to 7 days for your item(s) to reach us.
1.8 For returns from the EU countries which we deliver to, ensure that you obtain a document or certificate from the postal service as proof of postage. Keep this in a safe place until you have received your refund (exchanges are currently not available to customers outside the UK) as it is your proof of postage in the event of the goods being lost in transit. Make sure that this proof of posting has the Fast Fashion Ltd. name and returns address on it and official confirmation of the date of postage on it. Allow up to 14 days for your item(s) to reach us.
1.9 Refunds will be made to the original payment card / method.
2 EXCHANGES ONLY ARE AVAILABLE AT A ‘PILOT’ SHOP
2.1 Exchanges only for purchases made via PilotFashion.com are available by special arrangement at Pilot standalone shops. As long as it is within our returns policy guidelines (see 1.1 above) and within 20 days of the date appearing on your web receipt, simply take the item(s) you wish to exchange with your Web Receipt to your nearest store and inform the Sales Assistant that you bought the item(s) online. The assistant will be happy to help you find (an) alternative(s) to, or exceeding the value of the item(s) being exchanged.
a) A Pilot shop will not be able to provide a refund for item(s) purchased from Pilotfashion.com
b) A Pilot shop will not be able to exchange (an) item(s) for a credit note or gift voucher.
c) A Pilot shop is unable to refund or exchange a faulty / damaged item. If a refund is required or an item is faulty or damaged it must be returned in the post to us directly.
d) A Pilot shop will not be able to refund the cost of postage in the event that a wrong item has been sent to you. You may obtain an exchange from a Pilot shop and then e-mail your claim for the postage charge to email@example.com in the case that you received the wrong item(s).
3 FAULTY OR WRONG ITEM
3.1 If you receive a faulty or damaged item and you want to return by post, you must email firstname.lastname@example.org, stating the Web Receipt number and the reasons for wanting to return the item. You also need to advise us on whether you require a refund or exchange. On receipt of the email, we will normally respond within 24 hours, Monday to Friday.
4 PRODUCTS WE ARE UNABLE TO REFUND
4.1 Pierced jewellery, swimwear, lingerie or sunglasses cannot be returned for hygiene reasons.
4.2 Returns on hosiery can only be accepted if the pack is unopened.
4.3 Gift vouchers are non-returnable and cannot be exchanged for cash. These conditions do not affect your non-excludable rights under law.
4 DELIVERY CHARGES
4.1 Costs to return goods to us by post will only be refunded if you have received a wrong, damaged or faulty item. In any other case, you will be responsible for making sure the item or items reach us safely and you will be responsible for the costs of posting.
5 RETURNING AN ITEM BOUGHT AT A PILOT SHOP
5.1 Items bought in a Pilot shop cannot be returned by post to us. Please return to your nearest Pilot shop.
6 YOUR RIGHT TO CANCEL
6.1 In addition to our Returns Policy under the Distance Selling Regulations you the consumer have the right to cancel your contract with us within seven working days starting on the day after you receive the product(s) which are subject to the contract (known as the “Cooling-Off Period”).
6.2 To cancel your contract, you must notify us in writing at the address below within the seven working day Cooling-Off Period:
6.3 You must then return the products as outlined in our Returns Policy.
6.4 Notification of return of your products via by email will not constitute notification of cancellation of your order for the purposes of your statutory rights to cancel the contract. As in 6.2 above, written notification is required.
6.5 Please note that in order to cancel your contract, you must return all the products that were covered by the order.
6.6 You must take reasonable care of the products and retain possession throughout the cancellation period and not use or wear them.
6.7 If you cancel your contract with us, we will refund the amount due to you within 30 days of the day you have given notice of your cancellation.