Terms of Service, Use & Conditions

Terms & Conditions

1. Order Accuracy & Customer Responsibility

·        Orders with incomplete or incorrect information (such as wrong address, name, or contact details) will not be processed.

·        TCS Sentiments Express is not liable for non-delivery, delays, or any loss arising from inaccurate order details.

·        If the selected city at checkout does not match the actual delivery address, no refund will be issued in case of delivery failure.

·        If an order is pending due to:

·        an incorrect address

·        an unresponsive phone number, or

·        the recipient’s unavailability,
it will be considered closed and non-refundable.

·        Delivery will be attempted twice. If unsuccessful, no refund will be processed.

2. User Agreement

·        By creating an account or saving personal data on our website, you consent to all terms and conditions outlined in this policy.

3. Identification & Privacy

·        Anonymous gifts or messages are not allowed. Both sender and recipient names are required at checkout.

·        Messages with "anonymous" or no sender identity will not be entertained.

·        We reserve the right to cancel orders that violate this policy.

4. Product Representation & Substitution

·        Product images on our website are for reference purposes. Actual products may vary slightly in:

·        color

·        size

·        design

·        packaging

·        Flowers and floral arrangements may vary due to regional or seasonal availability.

·        If a selected item is out of stock, a similar substitute of equal value may be provided without prior notice.

5. Gift Messages

·        Gift messages are printed exactly as submitted, including:

·        names

·        spellings

·        punctuation

·        Sentiments Express is not responsible for typos or formatting errors provided by the customer.

6. Delivery Terms

·        Standard delivery hours: 9:00 AM – 11:00 PM.

·        Rush Hour delivery (available in select areas) is the only time-specific service offered.

·        We do not guarantee time-slot deliveries for occasions like:

·        Valentine’s Day

·        Women’s Day

·        Eid

·        Mother’s Day

·        Christmas

·        Other high-demand events

·        Delivery is attempted twice only. If the recipient is unavailable or information is incorrect, the order is non-refundable.

·        In cases of delays due to traffic, weather, security issues, or law & order situations, only extra delivery charges may be refunded (not the product value).

·        For deliveries to hospitals, universities, or secure institutions, an alternate contact number is mandatory.

7. Perishable Items

·        Items like flowers, cakes, chocolates, fruits, and mithai are delivered fresh.

·        If the recipient is unavailable:

1.      We will attempt to contact the sender first, then the recipient.

2.      If both are unreachable, no refund will be issued.

·        We are not responsible for the loss of freshness in deliveries to restricted or high-security areas that cause delays.

·        For perishables SOP, visit: https://sentimentsexpress.com/pages/perishable-items-sop

8. Returns & Refunds

·        Delivered orders are non-returnable.

·        If a product is:

·        faulty

·        damaged

·        or undelivered due to our error,
we may offer a replacement, refund, or voucher based on the situation.

·        Refund processing may take 5–6 working days, and in rare cases up to 15 business days.

·        If a product becomes unavailable after order confirmation, the respective item’s cost will be refunded.

·        Taste-based complaints (e.g., personal dislikes) are not entertained, unless the product is spoiled.

9. Complaints & Support

·        Complaints must be submitted within 24 hours of delivery.

·        For damaged or spoiled products, customers must:

·        Visit the nearest TCS Express Centre, or

·        Send order details + clear photo via our Facebook page: facebook.com/tcsse

·        Please note: Social media channels are not monitored 24/7. For urgent concerns, use the live chat on our website.

·        Complaints submitted after 24 hours of delivery will not be considered.

10. Cancellations

·        You may request cancellation or modification of an order within 12 hours of placement, only if the order has not been processed or dispatched.

·        After 12 hours, no changes or cancellations are allowed.

·        Orders with same-day, midnight, or rush hour delivery cannot be cancelled once confirmed.

·        TCS Sentiments Express reserves the right to:

·        cancel any order,

·        deny orders with unauthorised discount codes, or

·        adjust incorrect pricing or inventory errors.

11. Payments & Proof

·        All prices are inclusive of applicable taxes.

·        Orders placed using IBFT or manual payment methods will only be processed once payment confirmation is received.

·        It is the customer's responsibility to provide:

·        accurate payment details, and

·        valid contact numbers

·        If proof of payment is not provided or verified, Sentiments Express is not liable for delays or order closure.

12. Partial Deliveries

·        For combination orders (e.g., food platters + flowers), partial delivery may occur in separate packages or times.

·        Delivery may be split due to temperature, storage, or courier constraints.

13. Order Timeline & Scheduling

·        Delivery timelines start once payment is confirmed, not at the time of placing the order.

·        Orders can be scheduled in advance; however, time-specific deliveries are not guaranteed during high-volume days.

·        For customized or made-to-order products, lead times vary. Late cancellations will not be accepted for such items.

14. Ownership & Risk

·        Risk of product damage or loss passes to the buyer once the item is delivered or collected.

·        If the recipient chooses to pick up the gift later, Sentiments Express is not responsible for:

·        product freshness

·        storage issues

·        damage during delayed pickup

Have questions?

WhatsApp: +92-302-861-4034
Live Chat: Available on our website
Email: info@sentimentsexpress.com
Facebook & Instagram (tcssentiments)
www.sentimentsexpress.com