Refund policy

Returns

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return if you are not satisfied with your item. In most cases, returns are approved, and our customers receive full reimbursement for the cost of the product. However, we do reserve the right to deny any request which we deem unreasonable.

To learn more about Australia Consumer Law, our rights as a business and your rights as a consumer, please see the ACCC website: www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund/. If you would like our assistance or additional information, you can contact us.

To be eligible for a return or exchange

• The product must be returned within 60 days
• Proof of purchase must be provided. This is done by providing us with a valid order number in the return form. Your order number can be found on your order receipt emailed to you at time of purchase.
• If you’re returning for change of mind, the items must be returned in a sealed and unused condition to be eligible for the refund. Please ensure the item meets the following criteria:
  • The item is unopened and in a suitable condition for resale.
  • The item packaging and tags have not been removed. 
  • The packaging is not damaged or stained.
  • All the item’s parts and individual components have been returned. This includes all accessories and documentation provided by the manufacturer.

How to submit a return request

Customers with existing account can access your account, to request a return. Alternatively, you can submit a form to initiate a return. 

1. Log in to your account.
2. Click "Request return" for the order that you want to submit the return for.
3.  If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click "Request return".

If your return request is approved and requires shipping, then you will receive an email with return shipping instructions. Only after the product is returned, will you receive a refund.

How to submit an exchange request

To submit an exchange request, please fill out our form and click "exchange" under form return type. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned such as

• Socks, helmets or gloves.
• Gift Cards.
• Anything that has been unsealed.

Return Shipping Charges

Shipping costs are non-refundable as we are unable to recover the shipping fees once the product has been delivered. If you choose to return an item due to change of mind, you are required to pay for the postage costs for returning the item. However, if you received the wrong item, or it was delivered to you in a damaged or faulty state, we will reimburse you for the cost of return shipping.

Refunds

Refunds will be processed for the amount actually paid on the original transaction, excluding any shipping fees, unless reimbursement of shipping has been explicitly agreed upon by Pilot Gear Pty Ltd. For items purchased on sale, only the amount paid (as shown on the receipt) will be refunded — not the recommended retail price (RRP). Any discount codes or promotional coupons used during the original purchase will not be re-issued or reinstated. Refunds will be made to the original payment method unless otherwise agreed.

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us.