Terms and Conditions

General Terms

Welcome to Sentiments Express! We're delighted to offer you a seamless gifting experience. Here are a few things to keep in mind:

• While we love personal touches, we write your heartfelt messages on the greeting card rather than the cake itself.
• Every order comes with a complimentary greeting card to convey your sentiments.
• Please note that we do not provide deliveries at specific times, including midnight or same-day deliveries, during events and holidays such as Eid, New Year, and Mother’s Day.
• For orders with incomplete or incorrect information, we'll reach out to confirm details before processing. Please understand that Sentiments Express cannot be held responsible for non-delivery or any associated costs if the information provided is not accurate.
• Make sure the shipping city/address matches the destination selected on our website. We cannot be held responsible for non-delivery if there's a mismatch.
• The delivery timeline for your order starts once we receive payment, not when the order is placed. This is especially relevant for PayPal payments.
• Should we encounter incorrect addresses or unresponsive phone numbers, the order will be considered closed.
• By creating an account and saving information on our website, you're agreeing to our terms and conditions.
• We do not send anonymous gifts. We require the names of both the sender and the receiver, and we do not entertain anonymous messages.
• The message you provide will be typed on the gift card exactly as you've written it, including names and spellings.
• If a Sentiments Express Gift Card is issued, it will be valid for two years from the date of issue.
• For deliveries to public places like hospitals and academic institutions, please provide an alternate contact number. If we cannot reach the recipient, the order will be considered closed, and we will not issue a full refund or VAS charges refund.
• We offer an immediate refund for service failures on our part.
• Your feedback and complaints are invaluable to us. Feel free to submit product reviews on our website.

Refunds

• 1. Failed Delivery:

  - In the event that we fail to deliver your order within the specified timeline, you are entitled to a full refund of the purchase amount.

  - The specified delivery timeline for IBFT, PayPal and all other transactions, starts once payment is received and verified.

  - To request a refund for a failed delivery, please contact our customer support team as soon as possible (within 24 hours). We will initiate the refund process promptly upon verification of the delay.

  
  2. Cancellation by Customer:

  - You can receive a full refund if you cancel your order at least 24 hours before the scheduled delivery date for items with a delivery timeline of more than 48 hours. For items with a 24-hour delivery timeline, cancellations must be made at least 12 hours before the scheduled delivery. Same-day cancellations are not eligible for refunds.

  - To cancel your order, please contact our customer support team as soon as possible with your order details.

  - Orders that have already been shipped or processed cannot be canceled and will be subject to our standard return policy upon delivery.

  3. Refund Process:

  - Refunds will be issued to the original payment method used for the purchase.

  - Depending on your payment provider, it may take some time for the refund to be reflected in your account.

  - We reserve the right to reject an order if delivery to the specified address is not feasible. In such cases, we will notify you promptly and refund your purchase.

  - If you cannot provide a local phone number when placing your order and you confirm in writing that you're willing to proceed without a (reachable) local phone number, refunds will not be issued.

  - Orders with an incorrectly specified recipient's address and without a (reachable) local phone number of the recipient are not eligible for a refund or store credit. This also applies to orders where the recipient is unknown or no longer resides at the given address. Please double-check the address and provide a working recipient’s local phone number to ensure successful delivery.

  - We will notify you via email once the refund has been processed.

  Note: If the product received is genuinely faulty our team will replace the item or you will be refunded a certain amount of the purchase. The product refund takes approximately 5 to 7 business days. If your request for a refund is approved, the credit will automatically be applied to your credit card or original method of payment. However, you can request for refund in a form of gift voucher as well.

  4. Exceptions:

  - Customized or personalized items may not be eligible for refunds unless there is a defect or error on our part.

  - Refunds for perishable products will be handled on a case-by-case basis and may be subject to additional terms and conditions.

  - Partial Delivery will be attempted in case of food platters to maintain the freshness, and we will notify the customers in advance.

  5. Delivery Timeline:

  - Standard delivery timeline starts once the customer shares the proof of payment with us or the payment is verified. In cases where customer fails to share the proof of payment, TCS Sentiments Express is not liable to fulfill the order or cater.

  - IBFT customers must share the proof of payment as soon as the payment is made to avoid any delays.

  - In cases where we do not receive the payment and the customer claims that the transaction has been completed, please contact your payment gateway for immediate assistance and resolution.

  6. Delivery Attempts

  - Initial Delivery Attempt: The first delivery attempt will be made within the standard delivery window (typically 1-3 business days, depending on the delivery location).

  - Second Delivery Attempt: If the initial delivery attempt is unsuccessful, OPS will make a second delivery attempt within 24 hours depending upon the product availability.
  Two deliveries within 24 hours

  - Maximum Attempts: OPS will make a maximum of two delivery attempts. After the second failed attempt, the order will be returned to the OPS department and marked as cancelled due to non-responsive customer.

Products

• Product appearance may slightly vary from the website images, particularly for items with assorted designs/colors.
• Flower arrangements may differ in color and type due to regional and seasonal availability. We will contact you for alternatives if necessary.
• We reserve the right to offer substitute products if the original items are unavailable.
• If the recipient opts to pick up the order later, we cannot guarantee the freshness of the product.
• Extended waiting times for couriers, especially in restricted areas, may affect product freshness.
• Taste complaints based on personal preference will not be entertained unless the product is rotten.
• For rotten or damaged products, please send a picture to care@sentimentsexpress.com or WhatsApp +923341173684 with your order details within 24 hours of receipt. Complaints after this timeframe cannot be entertained.