Refunds & Returns
We want every purchase from EM Aviation Africa to be straightforward and dependable. This policy explains how returns, exchanges, refunds, damaged products and warranty claims are handled.
Eligible unused products may be returned within 14 calendar days after delivery.
Your order number, invoice or purchase confirmation is required when submitting a return.
Returned products must be unused, complete and in their original packaging.
Approved refunds are generally processed within 5–10 business days.
Our commitment to fair service
EM Aviation Africa carefully reviews every return request. Returns are assessed according to the condition of the item, the reason for return, supplier requirements and any applicable manufacturer warranty.
Return Eligibility
Conditions that must be met before a return can be approved.
Products may be returned within 14 calendar days after delivery, provided that the following requirements are met:
- The product is unused and remains in its original condition.
- All manuals, accessories, documentation and components are included.
- The original packaging is intact and reasonably undamaged.
- The product has not been installed, modified or physically damaged.
- Valid proof of purchase or an EM Aviation Africa order number is supplied.
Every returned item will be inspected before a refund, replacement or exchange is approved.
Non-Returnable Products
Products excluded due to safety, licensing or supplier restrictions.
The following items cannot normally be returned unless they are defective, damaged on arrival or supplied incorrectly:
- Electrical or electronic equipment that has already been installed or activated.
- Software, digital downloads, subscriptions and licence keys.
- Special-order, customised or customer-specific products.
- Products imported specifically at the customer's request.
- Clearance items identified as final sale or non-returnable.
- Gift cards, vouchers and redeemed digital products.
Damaged, Defective or Incorrect Items
What to do when an order does not arrive as expected.
Please notify us within 48 hours of delivery if your order arrives damaged, defective or incorrect.
- Provide your order number or invoice number.
- Describe the problem clearly.
- Include photographs of the item, packaging and shipping label.
- Keep all packaging until our assessment has been completed.
Once the issue has been verified, we may arrange a repair, replacement or refund at no additional cost to the customer.
How to Return an Item
A simple approval process designed to prevent delays.
- Contact the EM Aviation Africa customer support team.
- Provide your order number and explain the reason for the return.
- Wait for return approval and the applicable return instructions.
- Package the item securely with all accessories and documentation.
- Send or deliver the item using the method confirmed by our team.
Return Shipping Costs
Responsibility depends on the reason for the return.
When EM Aviation Africa covers the cost
We will cover reasonable return shipping costs when the wrong item was supplied, the product is confirmed defective, or the item was damaged during delivery.
When the customer covers the cost
The customer is responsible for return shipping where the return results from a change of mind, incorrect selection or customer ordering error.
Original delivery charges are generally non-refundable unless the return is caused by an error on our part.
Refunds
How approved refunds are processed.
After the returned product has been received and inspected, we will inform you whether the refund has been approved, partially approved or declined.
Approved refunds are normally processed within 5–10 business days using the original payment method whenever reasonably possible.
Bank and payment-provider processing times are outside our control and may affect when funds appear in your account.
Exchanges
Available where the requested replacement is in stock.
Eligible products may be exchanged for:
- The same product where the original item is defective.
- A different size, colour or available product variation.
- Another product of equal value.
- A higher-value product, provided the customer pays the difference.
Exchanges depend on product availability at the time the return is approved.
Special Orders
Products sourced specifically for an individual customer.
Products obtained specifically at a customer's request are treated as Special Orders.
- They cannot normally be cancelled after procurement has commenced.
- Deposits and supplier costs may be non-refundable.
- They are not generally eligible for change-of-mind returns.
- They may be returned only when defective or incorrectly supplied.
Warranty Claims
Manufacturer warranty terms may apply to selected products.
Many products supplied by EM Aviation Africa carry a manufacturer's warranty. Warranty claims remain subject to the manufacturer's inspection, approval process and warranty conditions.
- Proof of purchase may be required.
- The product may need to be sent to the supplier or manufacturer.
- Normal wear and tear is not generally covered.
- Accidental damage, misuse and unauthorised modification may void the warranty.
Order Cancellations
Cancellation eligibility depends on the order stage.
Standard orders may be cancelled before dispatch. After an order has been shipped, it must be handled through the normal returns process.
Special-order products cannot normally be cancelled after supplier procurement or international sourcing has commenced.
Mobile and Alternative Payment Refunds
Additional verification may be necessary for security.
Refunds for orders paid using mobile or alternative payment options will be processed only after the original transaction has been verified.
We may request identification, proof of payment or account details to ensure that funds are returned to the correct customer.
Need help with an order?
Contact our team before returning any product. We will confirm eligibility, provide return instructions and help you resolve the matter as efficiently as possible.