Terms of service

General:

• Don't worry, you're in safe hands! Just choose the perfect gift and let the rest be  surprise! All prices are already inclusive of VAT. However, a delivery fee will be added on during checkout.
• All prices are subject to change and are valid while stocks last.
•  Delivered products may vary in appearance when compared to images on the website. This is due to the nature of the product.
• Product photography may depict the use of props, like wooden blocks and glassware. These props are for aesthetic purposes only, and will not be included within the final gift. For any queries regarding what the recipient will be receiving, please read the product description provided, or contact our friendly staff at orders@pilati.co.za.
• While substitute items in a gift are very rare, the right is reserved to make these substitutions without notifying the customer, unless the substitutions are significant. In these cases, there will be an attempt to contact you. All substitutions are of equal or greater value and look as similar as possible to the product displayed on the website.
• Occasionally, substitutions may be necessary to create your arrangement due to the season, and nature of fresh produce availability of certain flowers in various parts of the country. Care is taken to maintain the style, theme and colour scheme of the arrangement, using flowers of equal value. Additionally, the substitution of certain keepsake items may be necessary due to increased demand, especially during major holidays. In single-flower arrangements, such as an all rose bouquet, or orchids, every attempt will be made to match the flower type, but substitutes may be made with similar colours when necessary.
• If the floral or gift creation didn't tick all the right boxes and you or that special someone are not 100% satisfied, let the customer service team know within 48 hours. The item will be collected and replaced at no expense to you. Alternatively, after collection, you'll be provided with a refund.
• If the gift is still in its original condition and there is stock of something else which your special someone would prefer, it will happily be exchanged for them. However, please note that a collection, handling and redelivery fee may be charged.
•  If you receive a product that is different from the one you ordered or if you'd like to return it, let the customer service team know within 48 hours of receiving it. Arrangements will be made for the item(s) to be returned and for the correct product to be delivered to you ASAP. If the incorrect product is delivered to you, do not remove the product from its original packaging, tamper with or use the product in any way. If the product is tampered with or used in any way and is not in the tip-top condition that it was delivered in, you will be liable for a 30% handling fee plus delivery.
• If the gift received seems to be going through some technical difficulty, you need to notify the customer service team within 48 hours of receiving it and it will be arranged for the faulty item to be returned for testing. If no bugs or faults are found, the product will be returned back to you, at your cost. If the item is found to be full of gremlins and there is a problem, depending on the fault and the supplier, a replacement or a repair will be offered to you. 
  
•  all rights are reserved to cancel orders placed if there has been misuse of a voucher or unsolicited voucher use.
• To avoid any ‘orchid' moments, please ensure that all recipient names and card messages are spelt correctly. Messages and names are printed exactly as provided so its key that all info is accurate so that your gift will be perfect!
• No exchanges or returns on non-personalised clothing are permittable, so be sure to find the perfect fit and don't turn back!
• For security reasons, SMS's may be sent to the recipient before delivery to let them know to expect something special.
  

Privacy Policy:

• In accordance with the POPI-Act(Protection of Personal Information Act 4 of 2013), the purpose of our privacy policy is set out to detail how, when and why Pilati Bespoke Gifting(Pty) LTD will use your personal information. By using our platform/s, you hereby agree to the processing of your personal information as detailed in our privacy policy.
• While we respect your privacy and take the protection of your personal information very seriously, we pride ourselves on delivering the best possible service and experience on our website.
• You have the right to request that we no longer contact you for the purposes of direct marketing by any form of electronic communication, such as email, SMS or WhatsApp notifications by ‘opting out’ of any direct marketing communications we may send to you..

Electronic Communication

• You will receive exclusive offers, freebies, special occasion reminders, or survey prompts via platforms including email, WhatsApp, SMS and more.
• If you give us your contact details on any of our promotional pop-up banners, we will automatically add you to our database too! You may receive communication on platforms including WhatsApp, emails and more.

WhatsApp

• When you opt in to receiving communications from us ,it may be through a number of channels. such as email, SMS, WhatsApp, or other.
• These communications could pertain to your order or could be promotional messages.
• You may also receive surveys from us via WhatsApp.

Emails

• If you wish to unsubscribe from all e-mails, please ensure that you unsubscribe from each mailing list by clicking ‘Unsubscribe' at the bottom of each e-mail.
• all exclusive products are only valid for a short period of time and are subject to stock availability.
• Transactional Emails: Even though you may have unsubscribed from our mailing list, please note that when you place an order you will still receive emails of a transactional nature that are necessary for the successful completion of that order. Transactional emails are confirmations of the action and include purchase receipts, order confirmations, password resets, confirmations, and welcome emails to new subscribers.
• If you signed up to receive communication from us, we stay in contact at various times during the day.
• All email exclusive specials valid until a specific date as mentioned in the email.
• All email exclusive offers are subject to availability.
• Delivery restrictions may apply.
• Please allow 1 to 5 days for hamper and gift deliveries.
• For more information contact us on orders@pilati.co.za

Payments/Refunds:

• Any payment paid by direct deposit,requires a proof of payment and has to reflect in our account before an order can be released. This may affect the delivery date you have chosen. In order to prevent any unwanted delays, payment via credit card of YOCO or our third party payment partners are recommended.
• Proof of payment is required before an order can be released. This means that you need to personally email your proof of payment to orders@pilati.co.za. 
  
• Once processed, cash refunds will take between three to five working days to reflect into the account the original payment was made from.
• Due to inter-bank processes, this may occasionally be two days or later depending on service providers.
•  Refunds can only be given to the account holder (sender).
  
• International customers, or local customers who use forex cards to make payments, may see slightly different prices depending on the exchange rates and fees charged by their bank or card provider.

Customer refund alternatives:

• We reserves the right to refund your orders in the form of Customer voucher /credits.
• The customer wallet will be used to store any/all refunded Customer Credits for your use.
• Refunded Customer Credits do not expire.
• Customer Credits do not accrue interest.
• Customer Credits can be redeemed on your profile page, or during checkout on the basket summary page.
• Refunded Customer Credits can be converted to Rands upon request, provided that customers can produce proof of a successful order that has been paid for.
• Complimentary Customer Credits cannot be converted to Rands.
  
• The Voucher Wallet will be used to store discounts, vouchers, and promo codes.
• The Refund Wallet will hold all the money refunded to you from past orders.

Social Media:

• All rights are reserved to remove any posts from any social media pages as discrimination or prejudice is not tolerated. This means any cyber-bulling, or unsavoury remarks will be taken down.
• All rights are reserved to remove any comments from paid adverts on any social media sites.
• All winners for social media competitions are chosen with fair discretion.
• All efforts are made to reply to any queries on social media as quickly as possible between 8 am and 5 pm on weekdays. For any urgent queries outside of these hours, please contact the call centre.

Governing law and jurisdiction:

• These Terms and Conditions will be governed and interpreted in accordance with the laws of South Africa.

Notices:

• A domicilium citandi et executandi is used for the purposes of giving any notice, serving any legal process and for any other purpose arising from an agreement at your e-mail as set out in your application for registration on this site.
• Any notice to be served, by either party to the other must be in writing and will be sent by email to the relevant party to this agreement at its respective address as specified on the application for registration on this site and, in the case of PIlati Bespoke Gifting to orders@pilati.co.za.

Customer service centres:

• Woodmead, Sandton, 28 Saddle drive, 2191

All Voucher Ts & Cs:

• All vouchers are valid for new users/ subscribers only, unless otherwise stated.
• All vouchers are valid for 48 hours unless otherwise stated.
• All vouchers are valid for one purchase session, with only one voucher redeemable per person, per transaction.
• All vouchers are not redeemable with any other promotions or specials and can't be used in conjunction with other voucher codes.
• All rights are reserved to cancel orders placed if there has been misuse of the voucher or unsolicited voucher use.
• No ‘change’ is given on any voucher and they aren't transferable for cash.
• It's the responsibility of the customer to make note of their given voucher code.