1. Scope and General Principle

This Returns & Refunds policy applies to all Products purchased from AVIACO via this website. We aim to resolve any issue with your order in a fair and professional manner. Due to the nature of aviation spare parts (certification, traceability, documentation), certain items may not be eligible for return once the documentation has been issued or the product has been used or installed. The conditions below set out when returns are accepted and how refunds are processed.

2. Non-Returnable and Returnable Items

2.1 Non-returnable items. The following are generally not eligible for return (unless we have sent the wrong product or a defective/non-conforming one):

• Products for which release documentation (e.g. EASA Form 1, certificate of conformity) has already been issued or sent to you, where return would compromise traceability or regulatory compliance.
• Products that have been installed, used, modified, or removed from their original packaging in a way that affects their condition or traceability.
• Products made to order or specifically sourced for you.
• Any product that we explicitly state at the time of sale as non-returnable.

2.2 Returnable items. Subject to the conditions in section 3, you may request a return:

• Where the product we delivered is wrong (e.g. different part number or quantity) or defective / non-conforming (e.g. does not match the description or documentation). In such cases we will cover the cost of return shipping where reasonable and will refund or replace as appropriate.
• Where you are a consumer (natural person acting for purposes outside your trade, business, or profession) and you exercise your right of withdrawal under applicable EU/UK consumer law within the legal withdrawal period (typically 14 days from receipt). The product must be returned unused, in original packaging and condition, with all documentation intact. You are responsible for the cost of return shipping unless we have agreed otherwise.
• In other cases only if we have expressly agreed in writing to accept a return (e.g. as a gesture of goodwill). Such agreement is at our sole discretion.

3. Conditions for Eligible Returns

For any return to be accepted (where eligible under section 2), the following conditions must be met:

• You must contact us within the applicable time limit (see section 4) and follow the return procedure set out below.
• The product must be unused, in its original packaging and condition, with all labels, documentation, and certificates intact, unless the return is due to our error or a defective/non-conforming product.
• The product must be returned to the address we specify. We recommend using a tracked and insured delivery service. You bear the risk of loss or damage during return until we receive the product.
• Proof of purchase (order number, invoice) must be provided.

4. Time Limits

• Wrong or defective/non-conforming product: notify us as soon as you discover the issue and, in any event, within a reasonable time (we recommend within 14 days of delivery). Return the product as instructed by us without undue delay.
• Consumer right of withdrawal: if applicable in your country, you must notify us of your decision to withdraw within 14 days of the day on which you (or a third party designated by you) take physical possession of the product. The product must then be returned within 14 days of that notification, unless we agree to collect it.
• Other returns: only where we have agreed to a return, within the timeframe we specify.

5. How to Request a Return

To request a return:

1. Log in to your account on our website and go to My Account → My Orders.
2. Select the order containing the item you wish to return.
3. Click Request Refund (or equivalent) and complete the form, indicating the reason for the return and the product(s) concerned.
4. Submit the request. We will review it and contact you to confirm whether the return is accepted and, if so, provide you with the return address and any reference number to include.
5. Pack the product securely in its original packaging (where possible), include the order number and your contact details inside the package, and send it to the address we provided. Keep proof of posting and, if possible, use a tracked service.
6. Once we receive and inspect the product, we will notify you of the outcome and process any refund or replacement in accordance with this policy.

If you are unable to use the online form, you may contact us by email at rfq@aviaco.fr with your order number and the reason for the return. We will respond within a reasonable time (typically within a few business days).

6. Refund Process

Once we have approved your return and received the product in acceptable condition:

• We will process the refund within a reasonable period, typically 5 to 10 business days from receipt and verification of the returned product.
• The refund will be credited to the same payment method you used for the original order, unless we agree otherwise or the law requires a different approach.
• You will receive an email confirmation when the refund has been processed. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.

If we do not accept the return (e.g. product does not meet the conditions, or is non-returnable under section 2), we will inform you and, if you wish, we can arrange for the product to be sent back to you at your cost.

7. Shipping Costs

• Returns due to our error or a defective/non-conforming product: we will reimburse the cost of return shipping (standard rate) or arrange collection where appropriate. We may ask for proof of the return shipping cost.
• Returns under the consumer right of withdrawal (where applicable): you are responsible for the direct cost of returning the product, unless we have agreed to bear it or the law provides otherwise. The original outbound delivery cost may be refunded in full only if you have received the entire order; otherwise we may deduct the delivery cost in proportion to the value of the order.
• Other returns: unless we have agreed otherwise in writing, you bear the cost of return shipping.

8. Exchanges and Replacements

If you have received a wrong or defective product, we may offer to send a replacement instead of a refund. If you prefer a refund, we will process it in accordance with section 6. We do not guarantee that we can offer an exchange for other types of return; each case is assessed individually.

9. Contact

For any question about returns or refunds, please contact us at rfq@aviaco.fr or via our contact form. Please quote your order number to help us respond quickly.