Terms and Conditions
By placing an order on this website, you are agreeing to the following terms and conditions:
Order and Cancellation
1.1 Order Acceptance Policy
All orders and subscription requests received are subject to acceptance by SweetLife & Co. (trading as “Sweetlife Enterprise” SSM No. PG0486350-T), and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.
1.2 Timing of your order
As a part of the checkout process you will be able to select the delivery date for your first order delivery, whether that delivery is part of a subscription or a one-off order. You will also be able to select the frequency of recurrence (in the case of a subscription). Some delivery options are not guaranteed but this will be detailed when you select the option and in a confirmation email
1.3 Changes to your order
If you wish to change your order or subscription, please do so via contacting Sweet Customer Care at email@example.com. We’ll always do our best to make last-minute changes for you, but we can only guarantee changes (limited to the delivery address and in relation to card messages) that are requested by 9am, 3 days before the intended delivery date. At peak periods we begin processing orders earlier than usual, to account for the large volume of deliveries. This means that we may need up to 10 days notice for any changes to be made.
1.4 Cancellation policy
One-off orders can be cancelled by 9am, 3 days before the intended delivery date and 90% refund of total sum paid will be issued. Cancellation can be made via email to firstname.lastname@example.org. At peak periods we begin processing orders earlier than usual, to account for the large volume of deliveries. This means that we may need up to 10 days notice for any changes to be made. “Peak periods” are defined as the 15 day period leading up to and including New Year (1st January), Chinese New Year, Christmas Day, Valentine’s Day, Mother’s Day, Father’s Day and Chinese Valentine’s Day (Qi Xi). Ongoing or Fixed/Pre-paid Subscriptions can be cancelled within 14 days of the placing of the order and 90% refund of the total sum paid will be issued.
1.5 Cancelling your flower subscription
If you wish to cancel your flower subscription, please do so via contacting Sweet Customer Care at email@example.com You can cancel a subscription at any time by providing notice to us by 9am 10 days before the intended first delivery of your subscription plan. “First Delivery” means the first delivery date of your entire subscription plan. In such circumstances, 90% refund of total amount of subscription plan paid will be issued. In the event you choose to cancel the flower subscription plan (after the first delivery), no refund will be issued.
2.1 We accept Visa and MasterCard credit and debit cards. In order to offer the best security, all our payments are processed securely by Stripe Billplz.
2.2 For all flower subscriptions, your credit or debit card will be billed at checkout.
2.3 If you create an account and enter your payment details, your card details will be stored securely by Stripe so that you can check out on future visits without re-entering your card details.
2.4 We never store or have access to your credit or debit card details.
3.1 All prices include delivery charges unless otherwise stated.
4.1 All orders are deliver by our flower delivery team or our representatives (Grab, Lalamove, Teleport or any delivery partners). For outstation delivery (out of Penang), delivery will be done by DHL, CityLink or PosLaju.
4.2 You may note your delivery instruction to us during checked out, however we cannot guarantee that delivery instructions will be followed.
4.3 Timed deliveries are not available.
4.4 Although our team will always try our best to ensure punctual delivery for our customers, SweetLife & Co. cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the delivery service that we use or anything else outside of SweetLife & Co. control.
4.5 In the event of a non-delivery, please contact Sweet Customer Care at firstname.lastname@example.org. We advise that you contact us within 7 days of the scheduled delivery date in order to claim a refund.
4.6 SweetLife & Co. fresh flowers delivery only delivers within the state of Penang. For preserved flowers products and gifts, we covers entire West Malaysia.
4.7 We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.
4.8 If you change address, please ensure this is done by 9am 3 days before your next order delivery date. Changes of delivery address can be made by email to our Sweet Customer Care at sweetlife email@example.com. We are unable to provide refunds for any deliveries sent to the wrong location where we have not received advance notice in accordance with this paragraph. Please note that at peak periods we begin processing orders earlier than usual, to account for the large volume of deliveries. This means that we may need up to 10 days notice for any changes to be made.
4.9 We reserve the right, at our absolute discretion, to cancel your subscription if it becomes apparent to us that the postal or courier service in your area is too unreliable. We value our customers and our ability to deliver, so where we can’t, we won’t risk disappointing you.
OUR PROMISE, RETURNS AND REFUNDS
Customer satisfaction is our utmost priority.
Our flowers are occasionally sent out in bud form meaning they will last longer with the recipient. If you receive flowers that do not seem fresh, please contact Sweet Customer Care at firstname.lastname@example.org to let us know. If, at our sole discretion, the flowers do not meet our high freshness standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the un-fresh flowers within 24 hours of receipt in order to be eligible for a refund.
While our flowers are packed carefully to ensure they arrive as fresh and beautiful as when they left us. But, on a small number of occasions (and for reasons beyond our control) they may get damaged in transit. Should this occur to a level that you deem unacceptable, please contact us so that we can arrange a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged flowers in question within 24 hours of receipt of the flowers in order to be eligible for a refund.
5.3 Non Delivery
If we fail to deliver your order within any time of your selected delivery date, we will send you a free replacement on our next available delivery date, or a refund.
We are unable to accept returns due to the perishable nature of flowers. We offer customers refunds or replacement flowers if the flowers are not delivered to an acceptable quality, as detailed above.
5.5 Flower availability and substitution policy
All floral products are subject to availability. In the event of any supply difficulties or if the flowers we have received from our growers that are needed to make up your order do not meet our high quality standards, we reserve the right, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.
OFFERS AND PROMOTION CODES
6.1 At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.
6.2 In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts for purchases that have already been made.
6.3 We also reserve the right, at our absolute discretion, to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.
6.4 Discounts and credits cannot be used in conjunction with any other offers unless stated otherwise.
6.5 We only allow one promotion code to be used per order.
6.6 Discounts and voucher codes cannot be redeemed against courier delivery charges, percentage discount vouchers are applied only to the bouquet cost unless otherwise stated.
6.7 Discounts and credit can only be redeemed online at www.sweetlifeandco.my.
CIRCUMSTANCES BEYOND OUR CONTROL
7.1 Adverse weather conditions
During adverse weather conditions (including but not limited to heavy rain, flood or any adverse weather conditions that poses risk to our flower delivery team, representatives or delivery partners), we may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren’t able to refund or offer re-delivery of affected orders.
7.2 Force Majeure
SweetLife & Co. shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent or movement restriction order), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond SweetLife & Co. reasonable control.
8.1 All trade marks, logos, content (including our website’s structure and layout), graphics, images, photographs, animation, videos, text and software used on this site are our intellectual property or that of our suppliers, partners or other users. For the purposes of your personal use only, you may view such material on your screen and print a single copy. You may not otherwise use, sublicense, retrieve, display, modify, copy, print, sell, distribute, download, hire, reverse engineer (unless permitted by applicable law) or create extracts of, or derivative works from, such material without our specific prior written consent.
8.2 You must not collect, scrape, harvest, frame or deep-link to any information on our website without our specific prior written consent.
8.3 You license (i.e. permit) us to use your user generated content both on our own website and also, for marketing purposes, on other channels including different websites, social media and emails. User generated content includes but is not limited to your comments, photos, recipe ratings and reviews.
9.1 These Terms and Conditions (and all non-Contractual obligations arising out of or connected to them) shall be governed and construed in accordance with Malaysian Law. Both we and you hereby submit to the non-exclusive jurisdiction of the Malaysian Courts. All dealings, correspondence and contacts between us shall be made or conducted in the English language.
10.1 We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the SweetLife & Co. site and/or the SweetLife & Co. service from time to time. We will post any changes on the SweetLife & Co. site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the SweetLife & Co. service or SweetLife & Co. site.
10.2 We do not guarantee that our website, mobile applications or services will be uninterrupted or error-free and we will not be responsible for any losses arising from such errors or interruptions. Additionally, we reserve the right to suspend, restrict or terminate access to the SweetLife & Co. website, mobile applications and/or the SweetLife & Co. services for any reason at any time for repair, maintenance, improvement or other technical reason, and to make changes to them.
10.3 These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the SweetLife & Co. site, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
10.4 In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.