Please read this document carefully. By using our website www.biggrains.com you have accepted our terms and conditions
＊All orders are subject to company’s acceptance at its sole discretion and stock availability.
＊ Your order will be confirmed only upon your payment reception.
＊ If you create an order but did not pay it instantly and keep it in your shopping bag, check the availability of all items in your order before payment.
＊ If any of the products in your order are not available, we reserve the right to cancel your order or to offer substitute products to you.
＊ After your order will be placed you will receive an email confirming your order. This mail will contain the full information about your order: List of products with price, total amount of your order and pick-up date.
＊ The customer is requested to examine the goods immediately upon delivery for any damages or other defects. In case you are not satisfied with your order, please make photo and send it to us by email to firstname.lastname@example.org or call us on +852 9137 5381 .
＊ We will not accept any claims after you have taken the delivery receipt.
＊ All prices are in Hong Kong Dollars only.
＊ We accept payments using all major credit cards (Visa, Master Card, AMEX, UnionPay),PayPal, Payme and bank transfer to our HSBC account.
At Big Grains, we care about quality. We source the best products in the market while caring for your health. That’s why for each product you can find the ingredient list. But do take note that the product that you chose was produced in a facility that also uses wheat, sesame, nuts, peanuts, eggs and milk.
All of our products are proudly prepared by Big Grains, following strict hygiene standards, and packed in high-quality packaging.
For your order to be delivered correctly and on time, it is essential that the shipping information you provide is accurate. Big Grains will not be held responsible for undelivered items due to incorrect or incomplete information. It is the customer’s responsibility to ensure that the information provided (full address, contact telephone
number, etc.) is accurate and complete. If a customer requests a re-delivery due to incorrect information, this will be invoiced in full to the customer.
Kindly note, we cannot deliver to P.O. boxes, so orders including a P.O. box address will not be processed.
ORDER CUTOFF TIME
You can order through our website 24/7. We process orders every day until 3:00pm. If we receive your order after 3:00pm, it will not be processed until the following day. If you have a special request, please contact us at email@example.com or WhatsApp us on +852 9137 5381 to see if we can accommodate you.
Online orders are prepared and dispatched 24–72 hours after payment has been processed and Big Grains has received the order.
However, production and delivery times cannot be guaranteed during peak periods, holidays and festivals (such as Moon Festival, Christmas, Chinese New Year, Valentine’s Day, Easter, and Mother’s Day) or other events beyond company control, including adverse weather conditions, including typhoon number 8 signals and black rainstorm signals.
If you would like to check the status of your order, please contact us by phone at (852) 9137 5381 or email firstname.lastname@example.org. Please refer to our FAQs for further information.
CHANGES AND CANCELLATIONS
As we work with seasonal ingredients, we update the catalogue on our website regularly. Before you confirm your order, you will be informed if any products are unavailable. If you have any concerns about a special event or a custom request, please contact us as far in advance as possible.
We understand that mistakes can happen, you also have the right to change your order within 2 days before pickup or delivery. However, If you would like to cancel your order, please contact us as soon as possible. If the product has already been prepared, you will be charged for your order.
Each request for our products is subject to approval by our pastry chefs and head bakers. Big Grains reserves the right to decline or modify a request for a product due to insufficient stock, incomplete customer information, or any other lawful reason. If we are unable to fulfil your order, we will notify you as soon as possible.
Unless otherwise stated, all prices are in Hong Kong Dollars (HKD) and are subject to change without notice. Delivery and shipping may incur extra charges. You will be informed of the total price (product, delivery/shipping and any other charges) before you complete your order.
We work with the best natural ingredients, and as a result, it’s important that we handle our products with care from manufacture through to transportation. We ensure that our products are prepared and transported to you in the strictest hygiene conditions and in the ideal temperature-controlled environment.
We have special transportation elements that help to maintain the proper temperature of our products. The optimal temperature for consumption and enjoyment of each of our products can be found on the individual product pages on our website.
We have paid attention and care to all the details of our packaging, from design and style to the quality of the materials. Your product will arrive in a specially designed box, so you can truly enjoy sweet treats in high style.
CLAIMS AND RETURNS
We strive to provide only the best but please note that sometimes mishaps can happen. When your products are delivered, we encourage you to check whether they have arrived in a satisfactory condition, before you collect the receipt.
If the product is faulty or damaged, or does not correspond to the order you placed, please photograph the item and return it to the driver/shop. Please contact us within 60 minutes after your receipt. Once we have confirmed the damage or error, we will provide a full refund by credit note to your Big Grains account.
Kindly note, we reserve the right to refuse returns if, in our reasonable opinion, we do not consider the goods to be faulty. If this is the case, we will return the goods to you, and will charge a new delivery fee.
VARIATION OF TERMS AND CONDITIONS
We reserve the right to amend the above information at our sole discretion and without prior notice. You are reminded to review the Terms and Conditions prior to submitting any order. Once an order has been placed, you are deemed to have accepted the Terms and Conditions in place at that time.