At Pilati Bespoke Gifting, we take pride in delivering high-quality, carefully curated gift hampers. If for any reason you are not satisfied with your order, we are here to assist you through a clear and structured returns process.

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1. Returns Eligibility

Returns will only be considered valid under the following conditions:

• The product received is damaged, defective, or incorrect.

• The issue is reported within 24 hours of delivery.

• The product remains unused and in its original packaging (where applicable).

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2. Returns Notification Process

To initiate a return, customers must:

1. Notify us in writing within 24 hours of receiving the order.

2. Send an email to returns@pilati.co.za with the following:

   • Order number and customer details

   • A detailed description of the issue

   • Clear photographic evidence of the product and packaging

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Failure to notify us within the specified timeframe may result in the return request being declined.

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3. Returns Assessment

Once your request has been received:

• Our team will review the submitted information.

• We may contact you for additional details if required.

• A determination will be made regarding the validity of the return.

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4. Return Shipping Options

Customers have two return options:

a) Customer-Arranged Return

• The customer is responsible for shipping the item back to our facility.

• All return shipping costs are borne by the customer.

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b) Pilati Collection Service

• Customers may request Pilati Bespoke Gifting to arrange collection.

• Collection will take approximately 7 working days from the date the complaint is lodged.

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5. Refunds & Replacements

If the return is deemed valid after inspection:

• Customers will be offered one of the following options:

  • Product replacement

  • Full cash refund

  • Store voucher

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The preferred resolution method will be confirmed with the customer before processing.

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6. Important Notes

• Returns will not be accepted without prior written communication via the designated email.

• Items damaged due to misuse, negligence, or normal wear and tear will not qualify for return.

• Perishable goods may be subject to additional return limitations.​

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7. Contact Information

All return-related communication must be directed to:
returns@pilati.co.za

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This policy is designed to ensure a fair and efficient process for both our customers and our business. We appreciate your understanding and cooperation.