Refund policy

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.

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).

2. Returns Notification Process

To initiate a return, customers must:

Notify us in writing within 24 hours of receiving the order.
Send an email to orders@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

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

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.

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 returned shipping costs are borne by the customer.

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.

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

The preferred resolution method will be confirmed by Pilati Bespoke Gifting with the customer before processing.

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.

7. Contact Information

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

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

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@pilati.co.za.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@pilati.co.za