Terms of service
Terms and Conditions
Effective date: 2 September 2026
These Terms and Conditions govern your access to and use of the PureCrave website at `[website address]` and your purchase of products from us.
PureCrave is operated by Pure Crave HK Ltd, trading as “PureCrave”, with its registered address at 21/F, CMA Building, 64 Connaught Road Central, Hong Kong. References to “PureCrave”, “we”, “us” and “our” mean this business. References to “you” and “your” mean the person using our website or placing an order.
By accessing our website or placing an order, you agree to these Terms and Conditions.
1. Eligibility
You must be at least 18 years old, or have the permission and supervision of a parent or legal guardian, to place an order.
You must provide accurate, complete and current information when placing an order. You are responsible for safeguarding your account details and for activity conducted through your account.
2. Product information
We sell prepackaged food products, including products marketed as vegan, gluten-free or high in protein.
We take reasonable care to ensure that product descriptions, photographs, prices, ingredients, nutrition information and allergen information are accurate. Packaging, recipes, ingredients and product appearance may occasionally be changed by a manufacturer without prior notice.
You must read the physical product label before consumption. If information on the website differs from the label supplied with the product, please contact us before consuming it.
Product photographs are illustrative. Colours and packaging may vary depending on your screen, product batch or supplier updates.
3. Allergies and dietary requirements
Products may contain, or be manufactured or packed in facilities handling, allergens including cereals containing gluten, peanuts, tree nuts, soy, milk, eggs and other allergens.
“Vegan”, “plant-based” and “gluten-free” descriptions are based on information supplied by the manufacturer or supplier and any supporting documentation available to us. Unless expressly stated, these descriptions do not guarantee that a product was manufactured in an allergen-free facility.
You are responsible for checking the ingredients and allergen information before purchasing and consuming a product. If you have a serious allergy, intolerance or medical dietary requirement, contact us before ordering and consult an appropriate healthcare professional where necessary.
4. Orders
Submitting an order constitutes an offer to purchase the selected products. Receipt of an order confirmation does not necessarily mean that we have accepted the order.
An order is accepted when we confirm dispatch or make the products available for collection. We may reject or cancel an order before acceptance if:
- A product is unavailable;
- The price or product information contains an obvious error;
- Payment cannot be authorised;
- We suspect fraud, misuse or unauthorised resale;
- Delivery cannot reasonably be completed; or
- Accepting the order would breach applicable law.
If we cancel an order after payment has been received, we will refund the affected amount to the original payment method.
5. Prices and payment
Prices are displayed in Hong Kong dollars unless stated otherwise.
The price payable is the price displayed at checkout when the order is submitted. Delivery charges, discounts and other applicable charges will be shown before payment.
We may change prices and promotions at any time, but changes will not normally affect an order already accepted.
Payment must be made using a payment method available at checkout. Payments may be processed by Shopify or another third-party payment provider. We do not control the processing times or security procedures of your bank or payment provider.
You confirm that you are authorised to use the payment method provided.
6. Promotions and discount codes
Promotions and discount codes are subject to their stated conditions and validity periods.
Unless otherwise stated:
- Only one discount code may be used per order;
- Codes cannot be exchanged for cash;
- Codes cannot be applied retrospectively;
- Delivery charges may be excluded from discount calculations; and
- We may withdraw or refuse a promotion affected by fraud, misuse or an obvious error.
If a refund causes an order to fall below a promotional threshold, the refund may be adjusted to reflect the promotion actually applicable to the retained products.
7. Delivery
We deliver to the Hong Kong locations displayed at checkout. Delivery times are estimates and are not guaranteed unless expressly stated.
You must provide a complete and accurate delivery address, telephone number and any necessary access instructions. We are not responsible for delays or failed delivery caused by incorrect information, restricted access or the recipient’s unavailability.
Responsibility for the products passes to you when they are delivered to the address or recipient specified in the order, or collected from the nominated collection point.
Please inspect the delivery promptly and store all food products according to their label instructions.
Free-delivery thresholds are calculated after discounts unless stated otherwise. If part of an order is cancelled or refunded, the original delivery fee may become payable where the retained order no longer meets the threshold.
8. Availability and substitutions
Products are subject to availability. We do not guarantee that a product shown on the website will remain available.
We will not substitute a materially different product without your agreement. If an ordered product becomes unavailable, we may cancel and refund that item or contact you with available options.
9. Cancellations, returns and refunds
Order cancellations, damaged products, incorrect deliveries and refund requests are handled under our Refund and Return Policy, which forms part of these Terms and Conditions.
Because we sell food, we generally cannot accept returns or exchanges merely because a customer changes their mind. This does not affect any rights you may have under applicable Hong Kong law where products are defective, unsafe, materially different from their description or otherwise non-compliant.
10. Food storage and use
You must follow all storage, preparation, serving and consumption instructions shown on the packaging.
We are not responsible for deterioration, contamination or loss caused after delivery by improper storage, mishandling, failure to follow instructions or consumption after the stated “use by” date.
Do not consume a product if its seal is unexpectedly broken, the packaging is significantly damaged, or there are reasonable grounds to believe it is unsafe. Contact us promptly with photographs and the relevant order details.
11. Website use
You must not:
- Use the website for unlawful or fraudulent purposes;
- Attempt to interfere with its operation or security;
- Introduce malicious software;
- Scrape or reproduce substantial parts of the website without permission;
- Impersonate another person; or
- Use the website in a manner that infringes another person’s rights.
We may restrict or suspend access where reasonably necessary to protect customers, our business or the website.
12. Intellectual property
The PureCrave name, logo, website design, written content and original photographs are owned by or licensed to us.
You may use the website for personal, non-commercial shopping purposes. You may not reproduce, modify, distribute or commercially use our intellectual property without prior written permission.
Third-party product names, logos and trademarks belong to their respective owners.
13. Third-party services and links
Our website may use or link to services operated by third parties, including Shopify, payment providers, delivery providers and social-media platforms.
We are not responsible for the content or availability of an independent third-party website. Your use of third-party services may also be governed by that provider’s own terms and privacy policy.
14. Liability
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including applicable statutory consumer rights.
To the maximum extent permitted by law, we are not responsible for indirect or consequential losses that were not reasonably foreseeable when the order was accepted.
We are not responsible for delays or failures caused by circumstances reasonably beyond our control, including severe weather, transport disruption, government action, import delays, supplier interruption, system failure or public-health emergencies.
Any limitation or exclusion in these Terms applies only to the extent permitted under Hong Kong law.
15. Privacy
We handle personal data in accordance with our Privacy Policy and applicable Hong Kong personal-data requirements.
Marketing communications will be sent only in accordance with applicable requirements. You may unsubscribe using the link in a marketing message or by contacting us.
16. Changes to these Terms
We may update these Terms periodically. The version displayed when you submit an order will normally apply to that purchase.
Material changes will be posted on the website with an updated effective date.
7. Severability
If any provision of these Terms is held to be unlawful or unenforceable, the remaining provisions will continue in effect to the extent permitted by law.
18. Governing law
These Terms and any dispute arising from them are governed by the laws of the Hong Kong Special Administrative Region.
The courts of Hong Kong shall have non-exclusive jurisdiction, without limiting any rights available to consumers under applicable law.
9. Contact us
For questions about these Terms or an order, contact:
**PureCrave** Â Legal entity: Pure Crave HK Ltd
Email: info@purecravehk.com
Telephone/WhatsApp: 90199815Â Â
Address: 21/F, CMA Building, 64 Connaught Road Central, Hong Kong