Terms of service

 

Please read this document carefully. By using our website, www.biggrains.com, you agree to be bound by the following Terms and Conditions.

General Terms

  • All orders are subject to acceptance by Big Grains at our sole discretion and are dependent on stock availability.

  • Orders are confirmed only once payment has been successfully received. Items left in your shopping cart are not reserved; please verify stock availability before completing your payment.

  • If any products in your order become unavailable, we reserve the right to cancel the order or offer suitable substitute products.

  • Upon successful payment, you will receive an order confirmation email containing your purchased items, prices, total amount, and selected pickup/delivery date.

  • We accept major credit cards (Visa, MasterCard), PayMe, FPS, WeChat Pay and bank transfers to our HSBC account.

Allergen & Production Information At Big Grains, we prioritize quality and your health, sourcing only the best ingredients in the market. Ingredient lists are available on each product page. Please be aware that all products are produced in a facility that also handles wheat, sesame, tree nuts, peanuts, eggs, and milk. All items are proudly prepared following strict hygiene standards and packed in high-quality packaging.

Order Information & Accuracy To ensure timely and accurate delivery, please provide complete shipping details (full address, contact number, etc.). Big Grains is not responsible for undelivered items due to incorrect or incomplete information. Any requests for re-delivery due to customer error will be invoiced to the customer in full. Please note that we do not deliver to P.O. boxes.

Order Cut-off Times Our website accepts orders 24/7. The daily order cut-off time is 3:00 PM. Orders placed after 3:00 PM will be processed the following business day. For special requests, please email info@biggrains.com or WhatsApp us at +852 9137 5381 to see if we can accommodate you.

Production & Fulfillment Times Online orders are prepared and dispatched 24–72 hours after payment has been processed. Please note that production and delivery times cannot be guaranteed during peak holiday seasons (e.g., Mid-Autumn Festival, Christmas, Lunar New Year, Valentine’s Day, Easter, Mother’s Day) or during severe weather conditions (e.g., Typhoon Signal No. 8 or Black Rainstorm warnings).

Changes & Cancellations Because we use fresh, seasonal ingredients, our catalogue is updated regularly. You have the right to request changes to your order up to 2 days before your scheduled pickup or delivery date. If you need to cancel, please contact us immediately. If production of your order has already begun, cancellation will not be permitted, and you will be charged in full. Big Grains reserves the right to decline or modify any request due to stock limitations or incomplete information.

Pricing All prices are listed in Hong Kong Dollars (HKD) and are subject to change without notice. Delivery fees are calculated separately. The final total, including applicable shipping charges, will be displayed at checkout before payment.

Quality, Temperature Control & Packaging We handle our natural ingredients with the utmost care from production to transportation, strictly maintaining ideal temperature-controlled environments. To enjoy our products at their best, please refer to the optimal consumption temperatures listed on our website. Every order is carefully packed in specially designed boxes to ensure your treats arrive in perfect condition.

Claims & Returns While we strive for perfection, mishaps occasionally happen. Please inspect your items immediately upon arrival, before signing the delivery receipt. We cannot accept claims for damages once the delivery receipt has been signed. If an item is faulty, damaged, or incorrect, please take a clear photograph and return the item to the driver or shop staff immediately. You must contact us within 60 minutes of receipt. Once verified, we will issue a full refund via store credit to your Big Grains account. We reserve the right to refuse returns if we reasonably determine the goods are not faulty; in such cases, items will be returned to you at your expense for a new delivery fee.

Amendments to Terms Big Grains reserves the right to amend these Terms and Conditions at any time without prior notice. By placing an order, you agree to the Terms and Conditions in effect at that time.