Terms and Conditions

PURCHASE AND DELIVERY

 

1. PRODUCT AVAILABILITY AND SUBSTITUTION


1.1 Subscriptions

For Subscription flower arrangements, we will choose in-season flowers to include in the arrangements.  The sample arrangements on our website are shown to give an idea of the size and style of our arrangements.  A different arrangement comprising different flowers will be delivered each time.

 

1.2 Occasions

For Occasions flower arrangements, we will always aim to deliver the colors or the closest match to the colors ordered. 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 to substitute any product with an alternate product of a similar style.

 

2. PRICES AND PROMOTIONS

 

2.1 Prices

As the flowers provided by Pacific Petals Limited are subject to seasonal and other price rises beyond the control of Pacific Petals, prices might be changed at the discretion of Pacific Petals.  We are not liable for any compensation to you resulting from such changes.

 

2.2 Promotional codes

From time to time, we may offer promotional codes or 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. A special offer or promotional code cannot be used in conjunction with any other special offer or promotional code.

 

In the event that a customer has made a purchase and the price of a product falls or is discounted due to a special offer or promotional code, the price of the product at the time of purchase shall ‘prevail’. We are unable to offer special offer discounts or apply promotional codes for purchases that have already been made.

 

As our special offers are often made available due to the availability of products, we may change the terms of special offers, or withdraw them altogether, at any time and without prior notice. We also reserve the right to offer personalized special offers and promotions which will only be redeemable by the customer in receipt of the special offer.

 

3. PAYMENT

 

3.1 Currency

All prices shown on the site are in Hong Kong dollars.

 

3.2 Payment Methods

We accept the following credit cards: VISA, MasterCard and American Express.

 

Pacific Petals uses PayDollar to process credit card transactions. PayDollar is a leading, secure and reliable international payment service provider to banks and online merchants. Customers’ payment details are securely transmitted to the acquiring bank, card and payment companies for real-time transaction authorization using 256-bit Extended Validation Certificates (EV) SSL transaction encryption. PayDollar supports CVV/CVC check as well as 3-D secure authentication of Visa and MasterCard namely: Verified By VISA, MasterCard SecureCode for added security protection for both customers and merchant.

 

4. DELIVERY

 

4.1 Delivery details

We will endeavor to deliver your order to the recipient’s address you have provided. However, there are times when this is not possible due to problems with the address information provided or due to problems our drivers encounter when attempting to deliver the order. It is therefore very important that you ensure that the recipient’s address you provide is accurate, and that you give us additional instructions to assist our drivers to locate difficult-to-find addresses.

 

4.2 Receipt of deliveries

You are responsible for ensuring that someone is at the specified location to receive the delivery.

 

Flowers sent to business addresses and hospitals may be delivered to a main reception; the signature of any person authorized to accept delivery on behalf of the organization shall be accepted as proof of delivery to your recipient.

 

For deliveries to home addresses, if no-one is there to accept delivery, the flowers will be delivered to the management office, unless otherwise specified; the signature of any person in the management office shall be accepted as proof of delivery to your recipient. If you have indicated that you do not wish us to leave the flowers at the management office, in the event that no-one is home to accept delivery, we will leave the flowers outside the front door. We are not liable for the flowers from that point onwards.

 

4.3 Delivery areas

We currently offer free delivery to the areas specified in our delivery schedule. We charge a delivery fee for deliveries outside of these areas or deliveries to these areas outside of our schedule. We reserve the right to change the delivery schedule.

 

4.4 Timing of free deliveries

We undertake to deliver between 7am and 7pm. During extremely busy periods, such as Valentine’s Day, Mother’s Day, and Christmas, we reserve the right to extend our free delivery window to delivery from 7am to 11pm in order to guarantee that all orders will be delivered on the day requested.

 

4.5 Deliveries to P.O. Box addresses

We cannot deliver to P.O. Box addresses.

 

5. CHANGE OF ADDRESS

 

You can change the delivery address for subscriptions with two weeks’ notice by sending an email to customer@pacificpetals.com. After we receive your email requesting the change of delivery address, we will send you a confirmation email. Your change of address is not effective unless you receive a confirmation email from us.

 

6. 100% SATISFACTION GUARANTEE

 

6.1 Delivery Failure or Damaged Flowers

Although we do our best to ensure that this does not happen, on very rare occasions, a delivery may fail to arrive at its destination due to an unforeseen delivery issue, or may arrive damaged.

 

If the recipient fails to receive any flowers, or receives damaged flowers, please contact us immediately so that we can arrange a re-delivery on the next available delivery date. Where flowers have been damaged, we will normally ask for them to be returned or for photographs clearly showing the problem.  We need to be informed of any issues within 24 hours of the delivery to give us the best chance of successfully resolving the issue.

 

If we believe that there has been an abuse of our 100% Satisfaction Guarantee policy or if there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to resend flowers and to refuse to take orders from customers.  If we make such a decision, we will inform the customer of our decision via email or over the telephone.  It is important to note that this guarantee does not confer the right to an automatic 100% refund, but only to a fair resolution.

 

6.2 Flower care

It is important that the flowers are cared for correctly. Putting them by heat sources or draughts, or failing to change the water, will kill them very quickly. If we are informed that our flowers have died very quickly, we may, at our sole discretion, choose to resend another arrangement if we believe that there was a genuine issue with the flowers. If flowers have not been properly cared for, we will not resend the flowers.

 

7. SUBSCRIPTION SUSPENSION

 

7.1 Suspension process

You can suspend deliveries of your flower subscription by sending an email to customer@pacificpetals.com by 12 noon on the Friday before your requested suspension. After we receive your email requesting the delivery suspension, we will send you a confirmation email. Your subscription suspension is not effective unless you receive a confirmation email from us.

 

7.2 Suspension limit

You can suspend deliveries for a maximum of 12 weeks in a 12 month period, and the minimum period of suspension is one week.

 

7.3 Subscription extension

The subscription expiry date will be extended by the number of weeks suspended.

 

8. SUBSCRIPTION CANCELLATION

 

Subscriptions may not be canceled. All paid fees are non-refundable.

 

9. FORCE MAJEURE

 

Neither we, nor any courier service that we use shall be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control; these circumstances to include but not be limited to any adverse weather conditions – such as typhoons, rainstorm warnings, hillslides, earthquakes, snow, flood, extreme winds, fire, explosion, accident, traffic congestion, obstruction of any private or public highway, riot, terrorism, act of God, or from any industrial dispute or strike.

 

10. TESTIMONIALS

 

We reserve the right to display customer testimonials on our Site.