TCS SENTIMENTS EXPRESS - Pakistan's Leading Gifting Company since 1989

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TCS SENTIMENTS EXPRESS - Pakistan's Leading Gifting Company since 1989

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                Terms of Use & Conditions

                General

                1. Prices are inclusive of taxes.
                2. Sentiments Express does not write personal messages on cake itself, only on the greeting card.
                3. Complimentary greeting card will be delivered with every order.
                4. We do not offer time specific, midnight or same day deliveries on events and on holidays.
                  1. Eid
                  2. New Year
                  3. Mother’s Day etc.
                5. Order received with incomplete or incorrect information will not be processed. Sentiments Express does not accept any responsibility or costs for non-delivery to the intended recipient or losses in such circumstances.
                6. If the destination/city selected on the website is different than the actual shipping city/address; Sentiments Express will not accept any responsibility for non-delivery.
                7. Orders time period of delivery would start once payment is received not on the basis of the time when the order is placed (Particularly in case of IBFT)
                8. Any order pending due to an incorrect address, phone number not responding or consignee being unavailable will be considered as a closed case.
                9. If a customer Logs in, make an account and save any information on the web, he/she would be treated as completely agree with our all terms of use and conditions.
                10. Sentiments Express does not book or send anonymous gifts. We require the names of the sender and the receiver. Anonymous messages are also not entertained.
                11. Message given by sender instructions will be typed on the gift card exactly as provided, including names and spellings.
                12. For deliveries in public places such as hospitals and academic institutions, please provide an alternate number along with the actual number of the receiver. In case phone number is not responding or consignee being unavailable, it will be considered as a closed case. Full refund or VAS charges refund will not be issued in such cases.
                13. We encourage and value your feedback & complaints. 
                14. If Gift Card (TCS Sentiment Express) is issued, it will be valid for 2 years from the date of issue.
                15. If the recipient agrees to pick up order later, Sentiments Express will not be responsible for the freshness of the product.

                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

                1. Products may vary slightly in appearance from pictures displayed on the website, especially in case of products with assorted designs / colors.
                2. Flowers and flower arrangements may vary slightly in terms of color and the types of flowers used, as per regional and seasonal availability.
                3. Sentiments Express reserves the right to offer substitute products in case of unavailability.
                4. If the recipient agrees to pick up order later, Sentiments Express will not be responsible for the freshness of the product.
                5. If the couriers are made to wait an extended amount of time, especially in restricted/ high-security areas, TCS Sentiments Express will not be responsible for the freshness of the products due to such delays.
                6. Any complaint regarding the “taste” of the eatables which is based on personal likes or dislikes will not be entertained unless the product is rotten.
                7. If the product received is either rotten or damaged, you can take a picture and inbox it to care@sentimentsexpress.com or whatsapp on +923028614034 along with your order details, within 24 hours of when your order is received. Otherwise, such complaints cannot be entertained.