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🎉 WELCOME300 - 300 OFF on First Purchase | 🚚 FREE Shipping above ₹999 | 💳 Extra 5% OFF on Prepaid Orders
🎉 WELCOME300 - 300 OFF on First Purchase | 🚚 FREE Shipping above ₹999 | 💳 Extra 5% OFF on Prepaid Orders

Replacement & Returns Policy

1. Order Cancellation

  • Before shipment: You can cancel anytime before your order is dispatched. We will refund the full amount to your original payment method (for Partial COD orders, the advance paid is refunded).

  • After shipment: Orders cannot be cancelled once dispatched. You may refuse delivery, or raise a request under Section 2 if eligible.

  • Out of stock: If we cannot fulfil an order, you get a full refund.

2. When You Are Eligible for Replacement

We will replace or repair the product if you receive:

  • A dead-on-arrival or defective product that cannot be fixed by our service team

  • A wrong product (different model, size or specification than ordered)

  • A damaged product (physical damage caused in transit)

  • A product with missing accessories; in this case we will first send the missing items.

3. What You Need to Do (Step by Step)

  1. Record an unboxing video when you open the parcel. It should be uncut, showing the shipping label and the product.

  2. Contact us within the report window at 99101 83404 or Email: support@pilottools.in., with your order number, the unboxing video and photos of the issue.

  3. Verification: Our service team will contact you within 24-48 hours, and may ask for a short video call to check the problem.

  4. Resolution:

    • Fixable issue: Our technician/service partner will repair it, and any spare parts needed are provided free of cost.

    • Not fixable: We will arrange a free pickup and send a replacement of the same product.

    • Same product unavailable: You can choose an equivalent product or a full refund.

4. Pickup & Replacement Timeline

  • Pickup is arranged within 3-5 working days of approval.

  • Our courier partner makes up to 3 pickup attempts. Please keep the product ready with its original packaging, all accessories, manual and invoice.

  • If pickup fails after 3 attempts, the request is closed, and you may raise a fresh request if still within the window.

  • The replacement is dispatched within 7 working days of pickup/verification.

5. Refunds

  • Refunds are made to the original payment method or via bank transfer/UPI.

  • Refunds are processed within 5-7 working days after approval. Your bank may take a few extra days to show it.

  • Shipping charges are refunded only if the issue is from our side (wrong, damaged or defective product).

6. What Is Not Covered

  • Products that have been used, installed, or run beyond testing

  • Damage due to misuse, overloading, wrong voltage, water ingress, or dropping

  • Products opened or repaired by an unauthorized technician

  • Consumables and wear parts (discs, brushes, filters, nozzles, carbon brushes, belts), unless defective on arrival

  • Requests about performance expectations or colour/shade differences

  • Minor packaging damage that does not affect the product

  • Requests raised after the report window, or without video/photo proof

  • Issues that our customer support can resolve on call or with a repair

8. Contact Us

Phone/WhatsApp: 99101 83404  | Email: support@pilottools.in.
 Support hours: Monday to Saturday, 9:30 am to 5:30 pm, except public holidays

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