Returns & Refunds Policy
Last updated: February 2026
Standard Policy
Goods purchased are not refundable due to a change of mind or personal preference. We encourage you to read product descriptions carefully before placing your order.
Eligible Returns
We accept returns only under the following conditions:
- Product was delivered in a damaged or spoiled condition.
- Product delivered is different from what was ordered.
- Product is expired upon delivery.
- An item in your order was unavailable and could not be fulfilled.
Eligible issues must be reported within 24 hours of delivery for fresh produce and perishables, and within 48 hours for non-perishables.
Refund Process
Once your return or refund request is approved by our support team:
- Refunds are processed back to your original payment method (card, bank transfer, or USSD) within 3–5 business days.
- You will receive an email confirmation once the refund has been initiated on our end.
- In some cases, at our discretion, refunds may be issued as Store Credits to your Pinnacle account for faster resolution. Store credits can be applied to future orders at checkout.
How to Request a Refund
- Take clear photos of the damaged, wrong, or expired item.
- Email complaints@pinnacle.shop with your Order ID and the photos attached.
- Our team will review your request within 24 hours and respond with next steps.