Exchange and returns

A consumer has the right to exchange a non-food item of proper quality for a similar one within fourteen days, not counting the day of purchase, if the item did not suit them in shape, dimensions, style, colour or size, or cannot be used for its intended purpose for other reasons.

An exchange is possible provided all of the following are met:

• the item has not been used
• its presentation and consumer properties have been preserved
• seals and labels have been preserved
• the settlement document issued with the item is available

The consumer has the right, at their own choice, to:

• buy any other item from the available range with the price difference settled accordingly
• terminate the contract and receive the money paid back
• carry out the exchange later, when a similar item comes back into stock

The money is refunded on the day the contract is terminated, and where that is not possible — no later than within seven days.

The Resolution approves a list of goods of proper quality that are not subject to exchange or return: foodstuffs, medicines, personal hygiene products, perfumery and cosmetics, underwear, printed publications, jewellery, rolled metal and materials cut to the customer's size, goods in aerosol packaging and others.

PilotX products do not fall within this list.

Where a contract is concluded at a distance — through the website, by telephone or by e-mail — the consumer has the right to terminate it within fourteen days of receiving the goods, by notifying the seller.

If the seller has not provided confirmation of the information about the goods in the established manner, the termination period is ninety days.

The money is refunded within thirty days of the seller being notified of the termination. The cost of returning the goods to the seller is borne by the consumer, unless the contract provides otherwise.

Part 5 of Article 13 excludes a number of contracts from this right. One point is relevant to our products:

• goods manufactured or processed to the consumer's order

Most PilotX products are manufactured against a specific order — with an agreed configuration, connectors, kit content and communication line length. The right of unilateral termination of a distance contract does not extend to such products. If this matters to you, say so before the documents are signed and we will set the return terms out separately in the contract.

If defects are found within the warranty period, the buyer has the right to demand, at their own choice:

• a proportionate reduction in price
• free-of-charge remedy of the defects within a reasonable time
• reimbursement of the cost of remedying the defects

Where a material defectarises through the fault of the manufacturer or the seller, the buyer has the right to demand:

• termination of the contract and refund of the amount paid
• replacement of the item with the same or a similar one from those available

• Remedy of defects — within 14 days from the date the claim is made, or within another period agreed by the parties in writing.
• Replacement of the item — immediately if the item is in stock; where a quality check is required — within 14 days; where the item is out of stock — within two months.
• Refund of money — on the day the contract is terminated, and where that is not possible — no later than seven days.
• Penalty — for each day of delay beyond the established period, 1 % of the value of the item is payable.

Transport of oversized goods and goods weighing over 5 kg for repair, replacement or return is arranged by the seller and at the seller's expense.

Claims are considered on presentation of the settlement document and, for goods with a warranty period, also the product passport or another document replacing it, bearing the date of sale.

The Law «On Consumer Protection» does not extend to such relations — they are governed by the Civil Code of Ukraine and by the contract or state contract concluded.

The buyer checks the quality and completeness of the goods on acceptance. If a discrepancy is found, a report is drawn up with the participation of the supplier's representative, and the buyer has the right to demand a proportionate reduction in price, free-of-charge remedy of the defects or reimbursement of the cost of remedying them. In the event of a material breach of the quality requirements — to refuse the contract and demand a refund or replacement of the goods.

The time limits for bringing claims and the procedure for return and replacement are set out in the contract. Where the contract does not establish them, the time limits of the Civil Code of Ukraine apply.

For supplies under state contracts the terms of the contract itself apply: acceptance under an acceptance certificate and a delivery note, verification of completeness and functioning in the presence of the customer's representative, a warranty period of 12 months from the date the certificate is signed, and warranty repair or replacement by the supplier and at the supplier's expense.