Terms & CONDITIONS
Terms and Conditions
Welcome to Sweet Factory, operated by PT Primasari Eterna ("Sweet Factory", "we", "us"). These Terms and Conditions ("Terms") govern your use of our website, https://www.sweetfactory.co.id (“Website"), and the purchase of any products from us.
Please read these conditions carefully, as they apply to all transactions between us and can only be waived or varied in writing signed by us. By proceeding with a purchase on our Website, you’re indicating to us that you’ve read, understood and agreed to these conditions. If you have any questions or concerns about our conditions or Website, or any purchase you make through the Website, please don’t hesitate to get in touch with us.
1. DEFINITIONS
- "Company", "We", "Us", "Our": Refers to Sweet Factory located at North Jakarta, Indonesia.
- "You,","Your," "User," "Customer": Refers to the individual or entity accessing or using our Site or purchasing products from us.
- "Site", “Website” : Refers to https://www.sweetfactory.co.id
- "Products": Refers to the sweets, confectionery, and other items offered for sale on our Site.
2. GENERAL CONDITIONS
- Acceptance of Terms: By using our Site,
you acknowledge that you have read, understood, and agree to be bound by these
Terms. - Changes to Terms: We reserve the right to update, change, or replace any part of these Terms at our sole discretion by posting updates and changes to our Site. It is your responsibility to check our
Site periodically for changes. Your continued use of or access to our Site following the posting of any changes constitutes acceptance of those changes. - Accuracy of Information: While we strive to provide accurate product descriptions and pricing, we do not warrant that all information on the Site is accurate, complete, reliable, current, or error-free.
- Modifications to Service and
Prices: Prices for our Products are subject to change without notice. We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third-party for any modification, price change, suspension, or discontinuance of the Service.
3. E-COMMERCE
We strive to ensure our online sweet shop is precise and current, but occasional errors can occur (for instance, a pricing mistake or an issue with product availability). While we strive to display Product colors and
images accurately on the Site, we cannot guarantee that your device's display will perfectly reflect the actual colors of the Products.
Please understand that when you submit an order via the Website, a binding agreement is only formed once we have processed and accepted your order, and subsequently sent you a confirmation. Should an error impact your order (such as incorrect pricing or stock levels), we reserve the right not to fulfill it. However, we will always reach out to discuss alternatives with you (like placing the order at the correct price, delaying delivery, or swapping your item for another). If we are unable to or choose not to fulfill your order, we will issue a full refund promptly.
4. PAYMENT
You agree to remit the purchase price displayed on the Website (subject, of course, to the clarification above regarding inadvertent errors). Our prices are subject to change over time.
You acknowledge and agree that we may adjust our prices at any point by providing notice, which is effectively given when we post the updated prices on our Website.
Full payment in cleared funds (including any postage fees, detailed below) is a fundamental condition of this agreement. Any failure to meet this condition will entitle us to immediately terminate this agreement. If your
payment request is declined by your financial institution or remains unpaid for any other reason, you will be responsible for any related costs we incur, including bank charges. We may also halt the delivery of any unpaid goods immediately until full payment is received.
Should you fail to pay for an order, or if an insolvency event occurs concerning you (e.g., you declare bankruptcy or become insolvent), we may suspend order delivery, demand payment in a specific form, or terminate this agreement.
We currently accept payments facilitated through the third-party provider ‘Xendit’.
By making a payment, you confirm that you have reviewed and accepted the terms of any third-party payment gateway, processor, or credit provider, which can be found on their respective websites. You understand that these
services are securely provided by third parties and are made available on our Website purely for your convenience. We bear no responsibility for any problems, losses, or damages arising from the use of these facilities. If you
encounter an issue with a third-party provider on our Website, please contact them directly.
5. DISCOUNTS AND COUPON CODES
We may occasionally provide discounts or special coupon codes for our delightful range of treats.
Discounts and coupon codes cannot be combined with other offers (for example, if two promotions are active simultaneously, only one discount or coupon code can be applied per purchase).
Discounts and coupon codes are valid for the specified duration, or for a period of seven (7) days from the initial offer date, or while supplies last (whichever comes first).
Unless explicitly stated otherwise in our offer, discounts and coupon codes apply solely to full-priced items.
Coupon codes are not transferable and cannot be exchanged for cash under any circumstances. We reserve the right to withdraw any discount offer or coupon code at any time without prior notice.
6. POSTAGE AND DELIVERY
We deliver our delicious sweet products exclusively within Indonesia. We partner with reliable delivery service providers to ensure your
treats reach you.
a) Rates
You agree to pay the postage fees calculated during the checkout process.
While technology is generally reliable, it’s not flawless. Should an error occur in calculating your postage costs, we will contact you before processing your order to discuss options (such as covering additional costs or modifying your order).
Our delivery service providers may adjust their fees periodically. You acknowledge and agree that we can therefore alter the postage fees for orders at any time upon notice, with such notice being provided by updating the postage fees on the Website.
b) Dispatch Timeframes
We process all orders within 24 hours of receiving payment. Once an order is processed, we aim to dispatch it on the same or the next business day.
We kindly ask for your patience, as this handling period might extend, for example, during periods of high order volume.
You acknowledge that we are not liable for any delays in dispatching your order.
c) Delivery Timeframes
Delivery times will vary per order. We will do our best to provide an estimated delivery window, though this largely depends on the delivery service provider. Generally, you can expect your orders to arrive within 7 business days, unless otherwise communicated.
d) Delivery Address
It is your responsibility to ensure your postal address details are accurate. We will not be held accountable for any incorrect or failed deliveries if you do not provide current, precise postal address information. If your order is undeliverable due to your error and returned to us, we reserve the right to charge you for further postage fees or to terminate this agreement and issue a refund according to these terms.
e) Orders Lost in Transit
If you are concerned that your sweet order has been lost or misdelivered, please contact us as soon as possible so we can investigate. While we will look into your missing order, we make no guarantees regarding responsibility or liability for any lost or misdelivered items. In cases of items lost or damaged during transit, you acknowledge that our liability is limited to the amount of any compensation we can recover from the delivery service provider, minus our reasonable costs for investigation and claiming compensation, unless otherwise mandated by law.
f) Risk
The risk associated with each order transfers to you upon delivery to your specified address. You must sign for your delivery, unless you have authorized unattended delivery. If you have granted us or our agents permission to leave your order unattended at that address, the order will be considered delivered once left at the address. If you request delivery to an address where you are absent, but another person at the address signs for the parcel, the order will be deemed delivered upon being left with that individual.
Should we accept the return of any goods, the risk for those goods will revert to us upon our confirmation of receipt of the returned items. We advise you to insure any goods you return to us against loss or damage during transit.
7. EVENTS BEYOND CONTROL
Occasionally, circumstances beyond our control (such as strikes, floods, fires, extreme weather, computer malfunctions, service provider failures, or illness of key staff) may impede our operations. If such uncontrollable circumstances affect our ability to dispatch your order, you release us from any obligation to dispatch it while those conditions persist.
During such times, we may opt to cancel your order, or fulfill it once normal conditions resume. If a significant delay is anticipated, we will contact you to explore a suitable resolution.
8. ADVICE AND INFORMATION
We may offer advice, recommendations, information, or assistance concerning products on our Website, their usage, or application. This information is provided in good faith, believed to be accurate, appropriate, and reliable at the time. However, we do not provide any warranty regarding its accuracy, appropriateness, or reliability. Any information and advice we offer is general in nature and is not intended to serve as a substitute for
professional or medical advice. You should seek appropriate professional or medical consultation if necessary. We will not accept any liability or responsibility (including for negligence) for any loss incurred due to your or any other person’s reliance on information or advice provided on our Website, unless otherwise required by law.
9. CONSUMER LAW
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You also have the right to have goods replaced if they fail to be of acceptable quality and the failure does not constitute a major failure.
Nothing in these terms excludes any legal right, guarantee, or warranty you are entitled to by law. However, we do exclude all other guarantees, conditions, and warranties to the maximum extent permitted by law.
We specifically disclaim liability for negligence.
Where permitted, our liability for breaching any condition, warranty, or guarantee is limited, at our discretion, to replace the product or similar products.
We will not be liable for any consequential loss or damage, or any other direct or indirect loss or damage, except where such limitation or exclusion is not permissible by law.
If for any reason, consumer law does not apply to an order you place with us (for example, if you purchase the product for resale with our authorization or if you are buying from outside Indonesia), then we disclaim all liability to you. In such cases, we will only refund an order if we are unable to fulfill it, if we deem it reasonable to do so, or as otherwise agreed in writing. Please choose carefully, as we do not offer refunds for a change of mind.
To submit a claim, please contact us at sweetfactory@theprimasari.com.
10. REFUND PROCEDURE
Due to the perishable nature of our products, we generally do not accept returns or offer refunds for items based on a change of mind, taste preference, or if the packaging has been opened. Refunds are typically offered only for products that are proven to be damaged or defective upon delivery, and reported within the specified timeframe.
If your sweets arrive damaged or defective in any way, please contact us at sweetfactory@theprimasari.com as soon as possible to arrange a suitable resolution, such as a return, exchange, or refund.
Kindly note that you are required to inform us of any product fault within the period from delivery until the fault or problem could reasonably be expected to manifest. Given the nature of our products, we estimate this period to be approximately 48 hours.
11. INTELLECTUAL PROPERTY
You acknowledge and agree that all intellectual property rights owned by us, or to which we are entitled, both before and after this agreement, will remain our exclusive property. Nothing in this agreement transfers any ownership of our intellectual property rights to you.
12. DISPUTE RESOLUTION
Should a dispute arise from these conditions, or if you are dissatisfied with your product for any reason, we request that you contact us initially. We will endeavor to resolve the issue to our mutual satisfaction swiftly, economically, and efficiently.
Both parties agree not to initiate any proceedings in a Court or Tribunal until this clause has been fully complied with.
13. VARIATION
We reserve the right to modify these conditions at any time by updating this document and notifying you by posting the revised copy on the Website. These changes will become effective immediately upon their posting.
14. SEVERANCE
If any part of these conditions is deemed void or unenforceable by a Court of competent jurisdiction, that specific part will be removed, and the remainder of the agreement will continue in full forces.
15. TERMINATION
We may terminate this agreement at any time by providing notice to you. All disclaimers and limitations of liability will remain effective even after termination. Upon providing such notice, we will refund any amounts you have paid for undelivered goods.
16. JURISDICTION
As our operations are based in Jakarta, Indonesia, these terms will be governed by the laws of the Republic of Indonesia. In the event of any dispute, we request that you first contact us, and we will do our best to resolve the matter amicably, quickly, and efficiently. Should legal action become necessary, you agree that the exclusive venue for resolving any dispute will be the courts of Jakarta and their respective courts of appeal.
For general inquiries, you can email us at sweetfactory@theprimasari.com.