Terms of Use

BUSINESS HOURS

BigGrocer Online Site is available 24/7. However, processing of orders and inquiries will follow an operating schedule as mentioned below. The processing time of any orders placed beyond the prescribed cut-off time will be the following working day.

Online Orders Processing Cut-Off Time:

Cut off time shall apply so that orders will be placed before the 5:00 pm delivery cut-off schedule.

  • Weekdays – 2:00 pm
  • Sundays and Holidays – No schedule. Orders placed on a Sunday or holiday will be processed the following day (Monday) or the next working day, respectively. 

Customer Care Availability:

  • Weekdays – 8:30 am to 5:00 pm
  • Sundays and Holidays – no schedule

NAVIGATING THE SITE

Customers can explore the site through the following tools:

  1. FAQ – Link discusses customer’s frequently asked questions.
  2. How to Buy – A guide for first time online shoppers with its step-by-step process on how to place order online.
  3. Searching an Item – To quickly search for a specific item from the online store, customer can browse for it through several means:
    • Browse through the “SHOP BY CATEGORY” (in upper left most part of the site) – If a customer is searching for different kinds of products, the “SHOP BY CATEGORY” drop down will show the different list of products.
    • Scrolling for the highlighted products – Customers can also look for specific products by scrolling down in the site. There are highlighted products in which you can find great deals and promos.
    • Use the “Search” text box – Customers can type in the Search box for the specific product or keywords. The result will show the searched word with its corresponding price. Once the result is clicked it will go directly to the product profile.
  4. Product Photos and Specification – Each item featured would have the following product descriptions:
    • Product Name – specifies the complete name of the product
    • Price– specifies the products selling price inclusive of 12% VAT. Prices are subject to change without prior notice.
    • Stock-keeping Unit (SKU)– indicates the item code of the product.
    • Category and Sub-Category – outlines how the product is classified.
    • Item Description/Summary– identifies product’s features including color, size, type of material, unique features and capabilities.
    • Photo– shows a visual representation of the product. Customers should note that photos may differ from actual products. There will be certain products carrying the same photo despite having different Product Names and descriptions descriptions/specifications. To differentiate, customers should
      1. Check additional photos that would indicate differentiation i.e. a different color swatch of a fabric versus the main photo showcased, and
      2. Double check Product Name indicating the appropriate attribute unique to the product.
  5. To go back to the main menu, just click “HOME”

MANAGING YOUR ACCOUNT

Customers can easily manage their details and update their purchases through the following tools:

  1. Login – provides customer access to his/her current account with the site. For security purposes, the site has a set session timeout limit. Customers may need to log in to their account in the event that customer leaves the site for more than 30 minutes.
  2. Register – If a customer does not have an account, he/she may fill up the form to apply for one.
  3. Cart – This is where all customer purchases go. To view purchased items, customers can just click on the Cart link at the upper right hand corner of the site.

ORDER DETAILS

This is a printable document that displays a list of your items ordered and includes the following information:

  1. Order Number– Tracking number for customer’s placed orders.
  2. Date– Indicates date of online purchase.
  3. Status– Indicates progress on customer’s purchase. Below are descriptions of the status of customer’s orders. This list would be very useful in tracking the progress of order placements.
    • “New” – A new customer order has been placed. BigGrocer shall process customer’s orders as soon as payment has been confirmed.
    • “Processing” – BigGrocer have received customer’s credit card payment and orders are being prepared for shipment
    • “Pending Payment” – BigGrocer has received customer’s orders but yet to receive bank deposit payment.
    • “Pending Payment Confirmation” – Customer has made the bank deposit payment and has provided BigGrocer the details of the transaction. BigGrocer has yet to verify the transaction and other payment details with the bank.
    • “Cancelled”– Placed orders have been cancelled either by BigGrocer or by the customer due to specific reasons.
    • “With Error”– During the online ordering process for credit card payments, the customer failed to complete the payment in Paypal for certain reason/s. Customer may need to contact his/her bank to verify the concern.
    • “Shipped” – The items have left the BigGrocer distribution point.
    • “Delivered”- The items have been delivered to the customer and the customer has received the items.
    • “Completed” – BigGrocer has successfully delivered the ordered items. This is posted seven (7) days after the date of delivery and acceptance of the item to ensure there are no complaints on the items delivered.
  4. Billing and Shipment Details
    • Deliver To – Customer should specify the location where orders are to be delivered. 
    • Bill To – Customer should fill in the address where billings and other documents should be delivered (if not the same as the shipping address).
    • Order Details with Quantity Ordered and Prices – Shows a detailed list of ordered items, and their respective prices. Prices indicated are all inclusive of 12% VAT.
  5. Payment Type/Method – Customer’s chosen payment method is indicated here whether it may be Bank Deposit, Online Transfer, or Credit Card via Paypal. (Full details on this topic can be found under Payment Methods)

RETURN & EXCHANGE POLICY

Screening Process Pre-Requisite

Items for exchange will undergo a screening process to determine appropriate remedy for the defective item, whether it is for REPLACEMENT or REFUND. Items for exchange, due to customer’s change of mind or found to be caused by customer’s mishandling of an item will not be entertained.

STEP 1: Check if the item is subject for RETURN.

BigGrocer will allow return depending on product type and item is within warranty terms and conditions. 

STEP 2: If item is found to be damaged, BigGrocer will consider REPLACEMENT of defective item, under the following terms and conditions:

  • Defective item/s shall be replaced with the same model and brand of product originally bought by the customer, while stocks supply last.
  • In case of unavailability of stock/s, the following options are applicable:
  1. Customer/s may need to wait for replenishment of the same model and brand of defective item.
  2. Customer to get an upgraded model of the same brand, a totally different model and brand, or a totally different product type, provided:
  1. New item’s price point should be equal or be more than the price of the defective item.
  2. Customer pays for the price difference or any excess in amount accordingly.

** Subject to approval of vendor where the defective item is due.

STEP 3: BigGrocer to consider the last resort solution of REFUNDING the purchased item is found to be irreplaceable due to unavailability of stocks (i.e. item bought is last piece)

To reiterate, customers, however, are NOT ENTITLED TO EXCHANGE OR REFUND, due to:

  • Customer’s sudden change of mind, and yet, item bought is in good working condition.
  • Defects were found to be caused by customer’s misuse or mishandling of item.

SOURCE:

“Prohibition of No Return, No Exchange Policy” Title III, Chapter 1, Rule 2, Section 7 DAO of 1993, R.A. 7394 “The Consumer Act of the Philippines”

Replacement or Return

  • It should be in accordance with manufacturer’s replacement or return terms and conditions.
  • Customer should report defective item to BigGrocer along with photo/s and or video/s of the defective product and sales invoice details (billing name, date, sales invoice number, amount) by emailing Customer Care at foodandgroceryitems@gmail.com. 

Requirements for Submission

As stated above, BigGrocer may request processing to manufacture on behalf of the customer, but may entail a longer waiting period due to logistics and availability schedules.

To expedite the process, however, customer may opt to directly bring the defective item to BigGrocer’s warehouse address at P. Basubas St., Tipolo, Mandaue City, Cebu for proper item evaluation.

Request Process:

  • Intent to return defective items for replacement should be raised to BigGrocer Customer Care Support at foodandgroceryitems@gmail.com.
  • Customer Care personnel shall provide a schedule on the next delivery date of pick-up of defective item.
  • Customer to return item to delivery personnel along with complete requirements as stated above.
  • Delivery personnel shall forward defective item and attach requirements to BigGrocer head office for processing.
  • Customer Care personnel will contact customer on status of request via contact information. If approved, Customer Care shall schedule replacement of item bought and estimated time table on return delivery of replaced item.

Policy Commencement per type of Product

  • Every product sold in BigGrocer is not covered with any warranty. However, customers may request for return/replacement within seven (7) days from delivery, acceptance or pick-up of order items, provided it falls within the Return or Exchange policy.

Replacement of goods are subject to manufacturers terms and conditions before replacement. In this regard, BigGrocer will not automatically replace defective/tampered item. BigGrocer, however, will process request of replacement to the manufacturer where defective item is due, in behalf of the customer.

Replacement will not apply if:

  • Item is found to be damaged by the customer’s misuse or mishandling of the item/s.
  • Customer changed his mind despite the item being in good condition upon delivery.

BigGrocer reserves the right to refuse acceptance of defective item if at least one (1) of the requirements below are incomplete:

  • Sales invoice indicating proof of purchase.
  • Order Confirmation Email showing Purchase Order number of online transaction
  • Product returned completely with accessories and packaging.
  • Merchandise is returned in good and original condition. No scratches, dents and/or signs of tampering or mishandling.
  • Customer to submit a fully filled-out Request for Item Replacement or Refund Form. Form may be emailed to our online shopping Customer Care personnel.

Refund Approval Process:

If request has been approved, the refund amount will be processed within three (3) to five (5) working days after the refund request has been approved.

Once the payment is ready, BigGrocer will contact the customer to confirm the delivery date of the refund amount. It is highly recommended to personally receive the payment, and therefore a valid I.D. shall be requested prior to handing over the refund payment amount.

In the event that the buyer isn’t available to accept the payment, he/she needs to provide an authorization letter with a valid ID to let the designated person receive the payment in his/her behalf. This appointed person must also provide a valid ID. 

ORDER CANCELLATION POLICY

Cancellation by BigGrocer

BigGrocer has the right to cancel transactions due to the following situations:

  • Transaction includes limitations on availability and quantities of ordered item/s.
  • Transaction includes errors in product pricing information.
  • Transaction includes errors in product detail information.
  • Transaction was assessed to be problematic as identified by our credit and fraud avoidance team.
Cancellation by Customer

Should customer wish to cancel his/her order, customer should contact our Customer Care immediately, items bought must be returned in its original saleable condition, and other pertinent documents must be submitted, as instructed below.

Allowable Window for Cancellation

  1. Customer is allowed to cancel his/her order/s within 24 hours from the time order has been placed. However, it would be more ideal if customer can cancel on or before 5:00 PM on the same day the transaction was made.
  2. Cancellation will not be allowed if order is under “Processing” status.
  3. Cancellation of orders upon customer’s receipt or pick-up of item shall not be entertained. The Return & Exchange Policy process must be observed.
  4. Documents Required for Submission

Customer must be ready to present the following documents/requirements as per request of our Customer Care personnel:

  1. Items bought should be returned in its original and saleable condition.
  2. Order Confirmation Email showing Purchase Order number.
  3. Scanned copy or photocopy of credit card holder’s valid government ID (SSS, TIN, PhilHealth, GSIS, Driver’s License, Passport)
  4. Scanned copy or photocopy of credit card holder’s valid company ID (if applicable)
  5. Scanned copy or photo (photocopy not allowed) of front panel of credit card with the following information :
  • Bank’s name logo
  • VISA/MasterCard logo
  • Embossed cardholder’s name
  • Embossed validity date
  • **Initial 6 digits and last 4 digits of credit card. To protect your credit card information, we request that the middle 6 digits of your card be masked or covered.
  1. Scanned letter of request to cancel the transaction stating the reason for cancellation of order, signed by credit card holder.
Refund Policy on Cancelled Transactions
  • Payment thru Credit Card

If your order/s was cancelled after your credit card has been charged, the amount will be reversed back in your credit card account. Turn-around time in reversing the amount shall depend on VISA and MasterCard.

 

  • COD, Online or  Bank Transfer Payments 

If your order/s was cancelled after making the cash deposit payments, BigGrocer will return the amount through cash, bank transfer, or online payment.