Terms and Conditions

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 info@biggrains.com 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 and bank transfer to our HSBC account.


PRODUCTION


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.


ORDER INFORMATION

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 info@biggrains.com or call us on +852
9137 5381 to see if we can accommodate you.


PRODUCTION TIMES


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 info@biggrains.com. 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, but if you require any changes to your order or
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.


PRICE


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.


TEMPERATURE CONTROL


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.


PACKAGING


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.