IMPORTANT INFORMATION

Last updated: 11th May 2026

This Returns & Refunds Policy applies to all orders placed through jetpilot.eu and forms part of our Terms & Conditions. Please read it together with our Shipping Policy.

This policy describes both:

1. Our 14-day returns policy — a goodwill returns option we offer in addition to your statutory rights.
2. Your statutory 14-day right of withdrawal under EU consumer law — which applies regardless of this policy.

You can choose whichever option suits you. Your rights under EU law are not affected by anything in this policy.

1. Our 14-day returns policy

Return window

You may return eligible items within 14 days of the delivery date for a refund.

Conditions

To be eligible for return, items must be:

• Unworn, unwashed, and unused.
• In their original condition with all tags attached.
• In their original packaging.
• Accompanied by a valid Return Authorisation (see below).

How to request a return

1. Email customerservice@jpihq.com within 14 days of delivery with your order number and the items you wish to return.
2. We will respond with a Return Authorisation (RA) number and the return shipping address.
3. Pack the items securely and clearly mark the RA number on the outside of the parcel.
4. Send the parcel to the address provided.

Returns sent without a Return Authorisation may be refused or significantly delayed.

Return shipping

• You are responsible for return shipping costs. We recommend using a tracked and insured service — we cannot process a refund for items that do not reach us.
• Original outbound shipping fees are not refunded under this 14-day policy (see Section 2 for the statutory withdrawal right, which is treated differently).
• We do not charge a restocking fee.

Refunds

• Once your return is received and inspected, we will email you to confirm.
• Approved refunds are processed to your original payment method within 5 business days of inspection.
• The time it takes for the refund to appear in your account depends on your bank or payment provider, typically 3–10 additional business days.

2. Statutory 14-day right of withdrawal (EU consumers)

Under the EU Consumer Rights Directive (2011/83/EU), if you are a consumer resident in the EU, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason.

How the statutory withdrawal right differs from our 14-day returns policy

How to exercise your right of withdrawal

Notify us within 14 days of receiving the goods by emailing customerservice@jpihq.com with a clear statement that you are withdrawing from the contract. You may use the model withdrawal form below, but it is not mandatory.

After notifying us, return the goods to the address we provide within 14 days of your withdrawal notification.

Refund under the withdrawal right

We will refund all payments received from you, including the original standard outbound shipping cost, within 14 days of receiving the returned goods (or, if earlier, evidence that you have sent them back). If you chose a more expensive delivery method than our standard option, the supplementary cost is not refunded.

Model withdrawal form

To Jetpilot Europe — customerservice@jpihq.com:

I hereby give notice that I withdraw from my contract of sale of the following goods: [description of goods]

Ordered on: [date] Received on: [date] Name of consumer: [name] Address of consumer: [address] Date: [date]

3. Final sale items (non-returnable)

Items from the following collection are sold as final sale and cannot be returned or exchanged under our 14-day returns policy:

Final-sale items (https://jetpilot.eu/collections/sale) are clearly marked on the product page at the time of purchase.

Important: The final-sale designation applies to our voluntary 14-day returns policy. It does not override your statutory 14-day right of withdrawal under EU law, which applies to final-sale items in the same way as to full-price items, with the exceptions listed in Section 4 below.

4. Items excluded from the right of withdrawal

Under Article 16 of the EU Consumer Rights Directive (2011/83/EU), the following items are excluded from the statutory right of withdrawal:

• Goods made to your specifications or clearly personalised (e.g. custom-printed or custom-sized items).
• Sealed goods that are not suitable for return for hygiene or health protection reasons and were unsealed after delivery. This may include life jackets, wetsuits, and other personal safety or watersports apparel where the seal or hygiene packaging has been broken.

For all other items, your statutory right of withdrawal applies normally.

5. Damaged, faulty or incorrect items

This section applies regardless of the 14-day windows above.

If you receive an item that is damaged, faulty, or different from what you ordered, please contact customerservice@jpihq.com within 48 hours of delivery with:

• Your order number.
• Photos of the item and (for damaged parcels) the outer packaging.
• A description of the issue.

We will arrange a return at our cost and provide a replacement, repair, or full refund (including outbound shipping) in line with your statutory rights under EU consumer law, including the legal guarantee of conformity (Directive (EU) 2019/771), which applies for 2 years from delivery for consumer goods.

Claims for visibly damaged parcels made more than 7 calendar days after delivery may be declined as we will no longer be able to claim against the carrier.

6. Exchanges

We do not process direct exchanges. If you would like a different size, colour, or product, please return the original item under either of the policies above and place a new order for the replacement.

7. Refund method

Refunds are issued to the original payment method used at checkout. We cannot issue refunds to a different card, account, or payment method.

If the original payment method is no longer available (e.g. cancelled card), please contact us and we will arrange an alternative.

8. Returns from outside the EU and UK

We currently only ship to addresses within the EU and the UK, so this section will not apply to most customers.

If you are a UK consumer, the conditions and timelines in this policy apply equally to you. Your statutory rights under UK consumer law (including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013) are not affected by anything in this policy.

9. Contact

For all returns enquiries and to request a Return Authorisation:

Jetpilot Europe (Jetpilot Australia Pty Ltd)
Email: customerservice@jpihq.com
Phone: +61 7 5665 8333

10. Changes to this policy

We may update this Returns & Refunds Policy from time to time. The "Last updated" date at the top of this page shows when the most recent changes were made. Orders are governed by the version of this policy in effect at the time the order was placed.