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Terms and Conditions

Terms and Conditions of “Bespoke Home”

Thank you for visiting the website of Bespoke Home, bespokehome.co.za. It is important to us that you, as the client, are comfortable with the terms and conditions outlined below and that you understand both what you can expect from us and, in return, what we expect from you as the client.

We therefore request that you carefully read the terms and conditions contained in this document. By using and shopping on our website, you acknowledge that:

  1. you are acknowledging that you have read, understand, and agree, without limitation or qualification, to be bound by these Terms and Conditions.
  2. any queries you may have regarding the terms and conditions have been addressed; and
  3. you understand the obligations created by the terms and conditions contained in this document.

If you do not agree to all the terms and conditions outlined in this agreement, you are not permitted to access the website or use any of its services.

 

General:

In these terms and conditions, Bespoke Home is referred to as “Bespoke”, and you, as our client is referred to as “the client”, “you” or “our client”. Throughout the website the terms “we”, “us” and “our” refer to Bespoke Home (the “Company”).

We reserve the right to refuse service to anyone for any reason at any time. By using this website, you acknowledge and agree that these Terms and Conditions represent the complete and exclusive agreement between you and us regarding your use of the website. This agreement supersedes and governs all prior proposals, agreements, or communications. We also reserve the right, at our sole discretion, to amend these Terms and Conditions at any time by posting updates on the website. Such changes take effect immediately upon being posted. Your continued use of the website signifies your acceptance of the updated Terms and Conditions.

 

Wedding Registry:

The registration procedure, as set out in Schedule A annexed to these terms and conditions, is to be regarded as forming part of these terms and conditions. In the event of any contradiction arising between Schedule A and these terms and conditions, these terms and conditions shall prevail and take precedence.

All changes of address (including, but not limited to, the client’s email address and telephone numbers), any additions and/or amendments to the client’s registry (“the registry”), and all notifications from the client to Bespoke must be made in writing and transmitted by email in accordance with Schedule A of these terms and conditions.

Any additions or amendments to the clients registry, after the client has confirmed their order online will, where possible, be accepted and implemented by Bespoke, except in instances where the items concerned have not already been ordered, or reserved by Bespoke from its suppliers.

Orders must be placed within 4 (four) weeks of your wedding date, as Bespoke will not cover any price increases beyond this period.

Sale prices listed for products on our online shop cannot be included in the client’s registry.

Bespoke requests that if the client chooses Bespoke’s online service, the company cannot be held responsible for the contents of messages sent by any guests who select items from the client’s registry. Similarly, clients may not direct their guests to other websites, brands, or services within their registry guest messages without the written consent of the company.

 

Security:

Your payment and personal information are always secure. Our SSL software represents the industry standard and is among the most reliable technology available today for secure online transactions. It encrypts all your personal information, including your credit card number, name, and address, ensuring it cannot be accessed or read over the internet.
Accuracy of Colours and Listings:

We strive to provide accurate descriptions of our products on the website; however, to the extent permitted by applicable law, we do not guarantee that the product descriptions, colours, or other content available on the website are accurate, complete, reliable, up-to-date, or free from errors.

 

Typographical Errors:

In the event that a Bespoke Home product is mistakenly listed at an incorrect price on the website, we reserve the right to refuse or cancel any orders placed for the product at the incorrect price. This applies regardless of whether the order has been confirmed and your credit card has been charged. If your credit card has already been charged for the purchase and the order is cancelled, we will issue a credit to your credit card account for the amount charged.

 

Your Account:

You may choose to register on our website, in which case you will be required to create an account with a username/email address and password. It is your responsibility to maintain the confidentiality of your account details and to restrict access to your computer. By registering, you agree to accept responsibility for all activities conducted under your account, username, and/or password, and you commit to providing only accurate and truthful information.

We reserve the right to refuse service or terminate accounts at our sole discretion and without prior notice if you violate these Terms and Conditions or if we determine that doing so is in our best interest.

 

Purchasing & Payment:

All prices listed are subject to change based on the availability of stock and may increase without prior notice. This means that if an item is sold out and the replacement stock is priced higher, the price will reflect the increase.

Funds in the client’s registry account cannot be used to purchase gifts from other wedding registries hosted by Bespoke, nor can they be applied to the client’s delivery costs. Additionally, any money paid by the client’s guests for gift wrapping will be allocated exclusively to covering wrapping expenses and will not be used for other costs or gifts.

If the client requires, orders may be placed on their behalf by Bespoke for “special order items,” which are unique items not usually held in stock by Bespoke’s suppliers. In such circumstances, Bespoke will require a written order and the client’s consent before the special-order items are processed. A deposit may be required to reserve special-order items at the time of processing the purchase order, which is required in addition to the funds available in the client’s registry at the time of processing. When the client’s registry closes, the client will receive a credit for the additional monies accrued in the registry account.

At the purchasing stage, and in the event that the client wishes to specify alternative gifts not itemised on the original registry list, these alternative items will only be accepted if they are available for purchase from one of Bespoke’s approved suppliers.

All monies received by Bespoke from the client’s guests will be allocated to the client’s registry (and credited accordingly), and no cash payments or refunds will be made to the client.

Once the client has confirmed their order online, items listed on their registry cannot be exchanged or returned. Any additional items selected after the order has been submitted online will be added to the client’s registry account. However, these additional items will not be purchased until the client provides written confirmation.

 

Delivery & Storage:

The client acknowledges and agrees that the delivery of all registry items is carried out by a third-party courier service (“the courier”) appointed by Bespoke. Therefore, the delivery of all registry items is subject to the courier’s terms and conditions, in addition to the terms and conditions outlined herein.

In-store pickup is available for many items, subject to stock availability. To select in-store pickup at checkout, all items in your order must be available at our offices in Woodstock.

The client agrees and acknowledges that Bespoke requires a minimum of 2 (two) working days’ notice to arrange delivery, unless the delivery has been scheduled at the time of finalising the online order, and is subject to the following conditions:

  1. Bespoke offers up to 2 (two) free delivery services per registry to all major cities within the Republic of South Africa, provided the total registry spend amounts to R15,000.00 or more. For registry spend amounts less than R1,000.00, a delivery fee of R120.00 will apply. Deliveries to outlying areas (outside major cities) may incur an additional surcharge, which will be calculated based on the delivery location, size, and weight of the registry items. This surcharge is payable upon receipt of an invoice from Bespoke and at the time of delivery.
  2. The first delivery of registry gifts will take place approximately 2–3 weeks after the client has confirmed their order online by logging into their account. The second delivery will cover any items that are made-to-order, have longer lead times, are currently out of stock, or are on backorder. Your consultant will keep you informed about these timings throughout the process.
  3. Bespoke strives to communicate delivery times as accurately as possible at all times. However, delivery times may be subject to change due to circumstances beyond Bespoke’s control. Any changes to delivery times will be communicated to the client whenever possible. Bespoke cannot be held liable for any delays or misinformation resulting from the actions of its suppliers.
  4. Any issues related to the delivery of registry items (including, but not limited to, discrepancies between the goods received and those ordered, incorrect quantities, or damaged and/or defective items) must be reported to Bespoke in writing within 7 (seven) days of the client receiving the registry items. Bespoke will not be held liable for any issues not communicated within this time frame, and in such cases, the order will be considered successfully completed.
  5. Each delivery to the client will include an itemised delivery note and a waybill. The waybill must be signed by the client to confirm receipt of the goods. By signing the waybill, the client acknowledges and accepts delivery, confirming that the items have been received in good order and are accurate.

 

Privacy Policy:

The submission of your personal information through the website is subject to our Privacy Policy.

To enhance our service to you, we may collect personally identifiable information when you visit our website. Additionally, we automatically receive and record information from your browser on our server logs, including your IP address, cookie information, and the pages you visited. Rest assured, this information will never be sold to any third party.

Any personal information submitted by the client via the website and by completing any of Bespoke’s online forms (including, but not limited to, client names, addresses, telephone numbers, and email addresses) will be treated with the utmost confidentiality and shall not be disclosed to third parties without the client’s consent, and only insofar as it is necessary (for example, for delivery/courier purposes) or as required by law.

Any personal information compiled for statistical purposes, as permitted by the Electronic Communications and Transactions Act 25 of 2002, will be used in a general sense and shall not be linked to any specific user.

 

Warranties:

In the event of any act or circumstance beyond Bespoke’s reasonable control, including but not limited to failures by third-party suppliers, force majeure, legislation, war, flood, fire, drought, break-ins, theft, disruptions in the delivery service we use, power supply failure, lockouts, or strikes, Bespoke shall not be held liable. Additionally, Bespoke shall not be held responsible for any delays or failure to deliver orders resulting from any of these circumstances.

The availability of items is subject to stock and cannot be guaranteed until the order is confirmed online. If an item is out of stock at the time of confirmation, Bespoke will make every effort to include it in a subsequent delivery. For registry clients, an alternative item or store credit will be offered. Shop clients will receive a refund in addition to this option. If the item is discontinued or unavailable for an extended period, Bespoke will strive to provide a suitable alternative or replacement for the client.

Nothing in these terms and conditions is intended to limit any rights the client may have as a consumer under the applicable laws of the Republic of South Africa or any other statutory rights that may apply.

Save as precluded by law:

  1. Bespoke’s total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, or otherwise, arising in connection with the performance or contemplated performance of these terms and conditions, shall be limited to the value of the client’s registry account or shop purchase; and
  2. Bespoke shall not be liable to the client, their agents, or assigns for any indirect or consequential loss or damage (including loss of profit, loss of business, loss of goodwill, or otherwise), costs, expenses, or other claims for consequential compensation (howsoever caused) arising out of or in connection with the conclusion and execution of these terms and conditions by Bespoke.

Cancellation of Agreement:

Upon signing these terms and conditions, in the event of the client’s wedding being cancelled, and provided that written notice of cancellation is not received within 1 (one) month of the wedding’s cancellation, an administrative cancellation fee will be applied. This fee will be either R1,500.00 or 10% of the total value of gifts purchased by guests at the time of cancellation (whichever is greater, subject to a maximum charge of R3,000.00). Once the administrative cancellation fee is paid by the client, all guests will receive a refund for the amount they paid for their gift, and they will be notified in writing that a credit has been issued to them.

If goods are ordered in advance or custom-made, a 50% deposit will be required. This deposit will be forfeited if the order is cancelled once production has started. It is the client’s responsibility to verify the accuracy of all information on the quotation before Bespoke proceeds with placing the order with its suppliers or manufacturers.

If an electronic product is found to be defective within its warranty period, Bespoke will arrange for either a repair or replacement, depending on the nature of the damage. This will be done within the specified time frame outlined in the warranty terms. Please ensure that any damage is reported to us promptly, along with any required documentation, so that we can process your request efficiently and resolve the issue as quickly as possible.

 

Refund Policy & Returns:

If you are not entirely satisfied with your purchase, we accept returns on select items within 14 days of receipt. To qualify for a refund, items must be postmarked no later than the 14th day.

Please note that all original shipping charges are non-refundable, and return shipping costs are the responsibility of the buyer. It is the buyer’s responsibility to ensure the item is properly packaged for return. Bespoke cannot be held liable for packages that are lost, stolen, or damaged during transit. Additionally, if a package is successfully delivered but not retrieved or is returned to sender, the original shipping charges will remain non-refundable.
Upon receiving your returned item, we will process the return and issue a refund to your original payment method or a gift card. You will receive an email notification once your return has been accepted. Please note, refunds will be processed within 5–7 business days after we receive the item.

All items must be in new, unused condition, with all tags still attached and original packaging intact. We do not accept returns on lighting that has been installed. Returns for items that are damaged, soiled, or altered may not be accepted and will be returned to the customer.

Custom orders, made-to-order items, sale items, furniture, artwork, and chandeliers are final sale and cannot be returned.

If a non-returnable or final sale item is approved for a return, a credit will be issued, minus a 20% restocking fee. All credits will be issued in the form of an electronic gift card.

If an item arrives damaged, the client must notify us within 7 days of receipt. To assist us in processing your request for a replacement, refund, or store credit, please provide clear photographs of the damaged item, including any visible damage to the packaging. Please note that the decision to offer a replacement, refund, or store credit is at our discretion, based on the condition of the item and the circumstances of the damage. Once we have received the necessary information, we will assess the situation and arrange for the appropriate resolution.

 

Whole Agreement:

These terms and conditions, along with the documents annexed hereto, constitute the entire agreement between the client and Bespoke and supersede any previous agreement entered into between them.

By agreeing hereto, the parties warrant that they are duly authorised to do so.

 

Schedule A – The Registry Procedure:

  1. The client creates a registry online by submitting their details, creating an account, and agreeing to all terms and conditions in order to proceed. The client acknowledges that without accepting the terms and conditions, they will not be able to proceed or use our services.
  2. Once the client’s registry is created, it goes live on the website, allowing the client to select the gifts they would like to add to their list. The client may then notify their guests that the registry is live, and purchases can be made.
  3. The client will receive notifications regarding the gifts for which Bespoke has received payment. These notifications are sent via email to the client and are immediately uploaded to the website (in the case of online purchases) when the client logs in.
  4. After the wedding and the closure of the registry via order confirmation, the client will receive an email confirming their personal details for delivery, as well as the delivery date for final confirmation.
  5. Bespoke will then place the orders for the gifts and provide the client with an update on those that are currently out of stock or discontinued. Alternatives will be offered, and the client has the option to hold the value as credit. Please note, no cash refunds are allowed.
  6. Prior to delivery, Bespoke will send the client an invoice if there is any outstanding balance on their registry order before the delivery is made.
  7. The registry gifts are then received by Bespoke from third-party suppliers and dispatched to the client according to the terms outlined in the “delivery” clause.
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