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Terms & Conditions

Product


All products as depicted on this website (as may be varied from time to time) are subject to availability.

In the event of any supply difficulties, we reserve the right to substitute with a product of equivalent value and quality without notice.

In the event that we are unable to supply all or part of your order (the product or any substitute product to you at all), we will notify you as soon as possible and reimburse your payment in full no later than 30 days after the intended delivery date.


Delivery


By clicking on the 'Place Order' button at the end of the order process, you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing anywhere on SweetFrost website.


Submitting your order is subject to our acceptance of this offer. We will send an email confirmation of your order details to advise that we are processing your order via the email address you provide.


We will not consider ourselves bound by a contract with you in any given situation

All orders will be delivered during the working day between 12:00am and 9:00pm.

In case of a delivery not possible on public holidays or local restriction, orders will be delivered on next working day.

To avoid problems or delays with delivery, please ensure that you have included complete address, including accurate postcode of the intended recipient and telephone number, together with your daytime contact telephone number or e-mail address so that we can notify you in the event that any delivery problems are encountered.


If, for any reason, you wish to change or cancel your order you can do so by calling +91-7470820989 (9 am to Midnight only) or email support@sweetfrost.in. Please give at least 48 hours notice before the requested delivery date.


Order cannot be canceled or modified within 48 hrs from delivery date.

Delivery confirmation for all midnight deliveries will be notified next day before 10:00 am (from scheduled time of delivery).

Our normal delivery hours are between 12:00 am - 9:00 pm
Midnight delivery hours are between 11:00 pm - 12:30 am

For midnight delivery you must place an order before 6 pm.
Express Delivery is usually completed within 4 hrs or as scheduled.


We take preference "Preferred Delivery Time" from customer, it is for your convenience and we make our best efforts to deliver your order within "preferred timeline" however this is not guaranteed and may not always be possible, as there may be some situations where delivering product on preferred time won't be possible.


During peak holidays, festivals or events, our customer service agents may not be able to provide immediate delivery confirmation. However please be assured that our team is working hard to get your orders delivered as soon as possible.


If the recipient is not found at home / office, your gift will be delivered to neighbor, or security. At reception (in case of office). Your order will be considered as delivered and we will not be responsible for any damage or loss of items. If recipient's number is incorrect, not responding, or not available, the delivery may not be possible and as such the recipient must collect the order from our delivery center within 24 hrs from scheduled delivery time.


If for any reason, the delivery is "refused by recipient", the order will be considered as delivery attempted and no refund / change of order is acceptable in this case. We however will try our best to convince the recipient for accepting delivery.


A refund can only be requested in case of service failure, our team will evaluate if an order qualifies for a refund and the decision of our management will be final. The refund amount in no circumstances can exceed the amount paid by customer, we are not liable for any loss or claim beyond the amount actually paid by customer.


Team Sweet Frost works very hard to deliver finest quality and service experience to its customers. For us, our customer and business is most important and we really care about delivering the best.


In rare case of service failure or quality complaint, you can write an email to support@sweetfrost.in and our team will respond you within 8-12 working hours.


Our team will process a quick investigation on your order and in case of any quality / service failure found, we assure to re-deliver your product with complimentary flowers within next 24 hrs.


While we really understand "Message on Card" and "Message on Cake" is extremely important to be accompanied with flowers and gifts. However due to large number of complexities, we unfortunately do not guarantee the accuracy and delivery of such messages. It goes without saying that every possible care and attention is taken to ensure we do not miss on these messages, however we will not take any guarantee about spelling mistakes or missing message on cake. What's good here is, that it is very rare that we miss on these messages. And in such case, usually our team makes an effort to put things right by apologizing to recipient and also sending complimentary flowers when possible. Please co-operate.


Orders placed for Valentine week (7th - 14th February) cannot be cancelled.
This is because we plan and process orders way in advance to ensure we deliver the best during Valentine Rush.



No Fixed Time Guarantee for Valentine Week Orders
While we make best efforts to ensure we deliver your orders asap, due to huge rush during Valentine week we do not offer any fixed time guarantee. Orders are processed on first come first serve basis, delivery areas and other local conditions.



Delivery Status may arrive a little later
Due to huge Rush in Valentine, the delivery status confirmation by email and SMS may arrive little later. Our team works very hard to let you know that your order is delivered - soonest we can. Please be patient, all confirmed orders will be delivered on scheduled date.



Support Team may take a little longer to respond
Our support team is on toes to ensure everything is good around us, they may take a little more time to respond. Kindly be patient if you have dropped us an email, we ensure it is being reviewed and will be positively answered back.



Sweet Frost Customer Service Desk

In the event that you are not satisfied with our service, any complaints or suggestions should be addressed to:
Email us: support@sweetfrost.in
Call us: +91 7470820989 (9 am - 12:00 midnight) IST only.


Because of the perishable nature of most products and in order to assist us in resolving any complaints quickly and to our mutual satisfaction, we advise you to make any complaint within 1 working day of the date of delivery or intended delivery of your purchase.