Returns & Refunds Policy

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.

Report any of these within 7 days of your order being completed, using “Report a problem” on the order in your account. Fresh produce and perishables are best told to us the same day, while we can still see what happened — but the 7 days apply to everything. After that, contact us and we will still look into it.

Refund Process

Report it from the order itself — open the order in your account and use “Report a problem”, which reaches our team with your order attached. Once your return or refund request is approved:

• Refunds are processed back to your original payment method (card, bank transfer, or USSD). Once we send it, your bank can take up to 10 business days to show it.
• You will receive an email confirmation once the refund has been initiated on our end.
• If you'd rather not wait, you can take store credit instead — it lands in your account immediately and can be used on any future order. That is your choice to make, never one we make for you, and you can ask for the money instead at any point.
• Where an item we couldn't supply was the whole of your order, the delivery fee comes back too — you shouldn't pay for a trip that never happened.

How to Request a Refund

1. Take clear photos of the damaged, wrong, or expired item.
2. Email complaints@pinnacle.shop with your Order ID and the photos attached.
3. Our team will review your request within 24 hours and respond with next steps.