Our return / exchange policy is very simple. If the item we sent you is defective when you received the shipment from us (NOT AFTER USE), you can report to us by email for return / exchange / refund arrangement.
Request(s) for return or exchange and report(s) of missing or damaged part(s) must be received within 7 days of your receipt of merchandise(s). We reserve the rights to entertain requests received thereafter.
Returns for non defective products are not accepted without prior authorization from Pilotfly Authorization for non defective returns is considered on a case by case basis by Pilotfly If a return is authorized it will be subject to a restocking fee of 15%.
Items returned must be in as-new conditions with the packing slips, manuals, accessories and all other items intact in original packaging. Returned merchandise must be received from our customer before we will process and ship out any replacement. All merchandise should be returned to us by shipping carriers with safe method which provides proof of shipment (just in case your item does not reach us. so you can check with your local shipping carrier.) We will not responsible for the lost of returned merchandise in shipping.
Shipping and handling charges for all orders are non-refundable. Customer will be responsible for the return shipping cost to send return back to us. For returned merchandise that is found to be genuinely defective, we ship out replacement at no cost in the U.S.* (we pay for the replacement shipping cost) and will not charge additional shipping and handling fees.
We reserve the right to return merchandise to its customer and not refund money, if we in our opinion deem that the merchandise has been used, crashed, abused, misused or modified in any form, or has been damaged by water, dust, or other contaminants.
All DIY (Do It Yourself) products are not refundable.
Warranty claims* will NOT be processed without a completed RMA form
Please log in to your account click on your order.
Products with warranties will display a create RMA button.
Please click on this button to create a RMA.
If you do not see a RMA link, the product is not eligible for warranty or the warranty is expired.
If you need further information regarding returns on specific products please don’t hesitate to contact us.
You accept PS, EMS, and all other mail carriers Pilotfly offers (“Mail Carrier(s)”) as reliable mail carriers and Pilotfly carriers of choice.
If you select Air mail service, Pilotfly will send your packages with Taiwan Postal Service (“TWPS”). Depending on the type of TWPS service you choose (First Class, Priority Mail, or Express Mail) the package may show receipt by the USPS, but may not show any tracking information after it was received by the USPS. Even mail service types that typically provide full tracking information to your location may sometimes not show any information beyond the TWPS receiving the package. Pilotfly has no influence or control over the internal processes of Mail Carriers or the local postal system of your country. Pilotfly can not be held liable for any mistakes made by a Mail Carrier or your local country’s postal service.
If the tracking information for your package shows receipt by any of Pilotfly’s mail carriers, Pilotfly is not responsible if your package never arrives at your location. No refunds will be provided if your package is lost in the mail system either in the Taiwan or in your destination country. Almost all packages sent by Pilotfly reach their recipient.
Mail service delays
In rare cases and depending on your ship to address, it can take much longer than indicated for a package to reach you and independent of the mail service you chose during check-out. The delivery time frames provided are averages for most mail pieces. Pilotfly is not responsible if a Mail Carrier or your local country’s postal service delays the arrival of your package due to custom holds or other issues. Pilotfly does not provide refunds in case your package is delayed.
Customs, Duties, and “Return to Sender” Packages
For orders shipped outside the Taiwan, you are solely responsible for any and all import duties your local customs office may impose on your order. If a package is returned to Pilotfly due to the Mail Carrier’s inability to collect customs duties or deliver the package to your provided ship-to address,Pilotfly will not refund shipping costs when and if the package is returned to Pilotfly.
Please be advised that you may be required to pay import tax and duty fees for your parcel on arrival in your country.
If you fail or refuse to pay this import tax you understand that:
* If you are unsure if you are required to pay import tax in your country, please visit your government's taxation website or your local customs office for more information.
Information for International Shipments
For international shipments, the First Class Mail International or EMS . Fedex options typically will not provide tracking or delivery confirmation after the shipments leave the Taiwan. EMS are more likely to be scanned after they leave the Taiwan, but there is no guarantee from Pilotfly, or the TWPS that items will receive additional scans. Please note that delivery times for TWPS international shipments can vary wildly, even for Priority and Express Mail shipments, and it could take 1-2 months to receive items sent via the Taiwan Post Office under worst case situations. Since the TWPS will not claim responsibility for packages and the shipments are not normally scanned once they leave the United States, Pilotfly cannot be held responsible for lost shipments for international orders when they have been shipped via any TWPS method. Choosing a TWPS method of shipment for international shipments is the customer’s choice and they are accepting full responsibility for any lost shipment. If you want a fully traceable shipment, you must choose FedEx as the method of shipment. You agree to these terms when placing an order with us.
We accept no responsibility for crash damage. It is impossible to determine for certain whether crash damage was the result of a radio system failure, pilot error or user error. We accept no responsibility for crash damage occurring during the use of a radio controlled model. We accept no responsibility for improper installation of our products. Electrical polarity MUST be properly observed in hooking up electrical components. Fuses must be used with all electrical components where indicated (example: speed controllers). We accept no responsibility for damages occurring to imaging equipment used in conjunction with any of the gimbal products sold.
Pilotfly makes no representations or warranties, either express or implied, of any kind with respect to products sold on the Pilotfly site. EXCEPT AS EXPRESSLY STATED HEREIN, Pilotfly expressly disclaims all warranties, express or implied, of any kind with respect to products sold on this site, including but not limited to, merchantability and fitness for a particular purpose. By placing an order, you agree that, Pilotfly will not be held liable for any loss or damage using a product sold by Pilotfly In no event shall Pilotfly, or its employees and representatives be liable for special, indirect, consequential, or punitive damages related to product sold.
By placing an order, you also agree that, under no circumstances whatsoever shall Pilotfly be liable to the buyer for any loss or damage whatsoever (including but not limited to loss of profit or the loss of any other form of financial or non-financial benefit; loss of use of or damage to any property; work stoppage; any special, indirect, incidental or consequential loss or damage; costs; expenses; and other claims for compensation), arising out of or in connection with the sale of any Pilotfly product.