PINOFOODS REFUND & RETURNS POLICY
Pinotech Group International (Pty) Ltd trading as Pinofoods
Effective Date: 7 November 2026
Website: www.pinofoods.com
1. Our Commitment to Customers
At Pinofoods, customer satisfaction, food quality and product safety are important to us.
We aim to supply quality food products at affordable prices while maintaining reliable service and transparent business practices.
If you receive an incorrect, damaged, defective or unsuitable product, we encourage you to contact us so that we can investigate and provide an appropriate resolution.
This policy applies to purchases made through our online store, Pinofoods Factory Shop and other direct sales channels.
Your statutory consumer rights under applicable Botswana law remain protected.
2. Eligibility for Returns
Customers may request a return, replacement or refund where:
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The product supplied is different from the product ordered.
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The product was damaged before delivery or collection.
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The product is defective, contaminated or otherwise unsafe.
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The product is materially different from its description.
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The product was supplied beyond its expiry date.
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The product does not meet applicable quality or consumer protection requirements.
We recommend reporting visible damage, missing items or incorrect orders within 48 hours of receipt to assist with prompt investigation.
Other quality-related complaints should be reported as soon as reasonably possible.
These recommended reporting periods do not limit any rights provided by law.
3. Food Products and Non-Returnable Items
Due to food safety, hygiene and contamination risks, Pinofoods generally does not accept change-of-mind returns of food products.
This includes:
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Pasta, macaroni and spaghetti
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Rice, maize meal, flour and grains
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Spices, herbs and seasonings
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Teas and powdered food products
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Soya mince, soya chunks and other TVP products
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Cooking oils, sauces and vinegar
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Opened or partially consumed food products
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Loose or self-weighed food products
However, these restrictions do not apply where a customer is entitled to a remedy because a product is defective, unsafe, incorrectly supplied or otherwise fails to meet applicable legal requirements.
4. Loose Spices and Self-Weighed Products
Pinofoods offers selected products in loose quantities, allowing customers to purchase according to their needs and budgets.
For hygiene and food safety reasons, correctly supplied loose products generally cannot be returned simply because a customer changes their mind.
If the wrong product was supplied, the quantity was incorrect, or the product has a verified quality defect, Pinofoods will assess the complaint and provide an appropriate remedy.
5. Bulk and Wholesale Purchases
Bulk purchases, including 8 kg, 20 kg, 25 kg and 30 kg food products, are subject to applicable quality and supply requirements.
Customers are encouraged to inspect goods upon collection or delivery.
Where a product is defective, incorrectly supplied or damaged before delivery, Pinofoods will investigate and offer an appropriate resolution.
Change-of-mind returns of correctly supplied bulk food products are generally not accepted.
Special-order and wholesale supply agreements may contain additional terms, provided they do not exclude mandatory consumer rights.
6. How to Request a Return or Refund
Customers should contact Pinofoods and provide:
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Their name and contact information.
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An order number, receipt or other proof of purchase.
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The product name and quantity purchased.
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A description of the problem.
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Photographs of the product and packaging, where available.
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The batch number and expiry date, where relevant.
Customers should retain the affected product and packaging where reasonably possible until advised otherwise.
For suspected contamination or unsafe food, customers should stop using the product immediately.
7. Inspection and Resolution
After receiving a complaint, Pinofoods may inspect the product, review its batch information, investigate storage and handling conditions, or consult the relevant supplier.
Depending on the circumstances and applicable consumer rights, an appropriate remedy may include:
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Replacement with the same product.
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Exchange for a suitable alternative, where agreed.
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Refund of the affected product's purchase price.
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Another remedy required by applicable law.
Pinofoods will communicate the outcome of the investigation to the customer.
8. Refund Processing
Once a refund is approved, Pinofoods will arrange payment through an appropriate method.
Where practical, refunds will be made through the original payment method.
For card or online payments, processing times may depend on the payment service provider or financial institution.
Our proposed administrative target is to initiate approved refunds within 7 business days, subject to payment provider requirements and applicable law.
Refunds will not be conditional on accepting store credit where the customer is legally entitled to a monetary refund.
9. Delivery Charges and Return Costs
Where a return arises from a Pinofoods error, defective goods or another issue for which Pinofoods is legally responsible, reasonable return or collection arrangements will be made at Pinofoods' expense where required.
Original delivery charges will be refunded where required by applicable law.
For discretionary returns accepted outside statutory obligations, delivery and return costs will be communicated to the customer before the return is arranged.
10. Order Cancellations
Customers may request cancellation before an order has been dispatched or prepared for collection.
Where an order can be cancelled, Pinofoods will arrange a refund of amounts paid.
Once food products have been dispatched, packed to a customer's special instructions or collected, cancellation may be restricted, subject to applicable law.
Customers should contact Pinofoods promptly when requesting cancellation.
11. Manufacturer and Supplier Quality Concerns
Pinofoods distributes and sells products sourced from selected manufacturers and suppliers.
Where a product quality concern relates to a manufacturer's production process, Pinofoods may coordinate with the supplier to investigate the complaint.
Customers who purchased directly from Pinofoods may continue to raise their complaints with Pinofoods, regardless of the manufacturer's involvement.
12. Food Safety and Product Recalls
Where Pinofoods identifies a potential food safety issue, we may take appropriate steps to investigate affected products, notify customers, suspend sales or coordinate a product recall.
Customers should follow any recall instructions issued by Pinofoods or relevant regulatory authorities.
Products affected by a recall will be handled in accordance with applicable law and the specific recall arrangements.
13. Contact Information
For returns, refunds or product quality concerns, please contact:
Pinofoods Factory Shop
Pinotech Group International (Pty) Ltd
Unit 03, Mafulo House
Plot 10212/3, Block B, Mokolwane Road
Broadhurst Industrial, Gaborone, Botswana
Telephone / WhatsApp: +267 76 100 801
Office: +267 393 6328
Website: www.pinofoods.com
Customers may also visit our factory shop with their proof of purchase and affected product.
14. Applicable Law
This policy is governed by the laws of Botswana.
Nothing in this policy excludes, restricts or limits consumer rights or remedies that cannot lawfully be excluded.
Pinofoods reserves the right to update this policy, with the current version published on our website.
© 2026 Pinofoods. All rights reserved.