01 Refund & Replacement Eligibility
Refunds or replacements are available only in the following circumstances:
- The product delivered is expired at the time of delivery.
- The product delivered is different from the product ordered.
Requests made for any other reason may not be eligible for a refund or replacement.
02 Opened or Used Products
For hygiene and food-safety reasons, once a product has been opened or used, it is not eligible for a refund or replacement.
Customers are requested to check the product, packaging, expiry information and order details before opening the product.
03 Non-Eligible Reasons
Refunds or replacements will not be provided for reasons including:
- Change of mind after purchase.
- Personal taste or preference.
- A product, flavour, pack size or quantity incorrectly selected by the customer.
- An opened or used product.
- Issues arising from improper storage or handling after delivery.
This does not affect any rights that cannot be excluded under applicable law.
04 Reporting an Issue
If you receive an expired or incorrect product, please contact Pitanga Foods as soon as possible.
Please provide:
- Your order number or proof of purchase.
- Clear photographs of the product received.
- Clear photographs of the packaging and label.
- A brief description of the issue.
Please keep the product and its original packaging unopened until the request has been reviewed.
05 Verification & Resolution
All refund or replacement requests are subject to verification by Pitanga Foods.
Once the issue has been reviewed and found eligible under this policy, we will inform you of the available resolution and any further steps required.
Where a refund is approved, it will generally be processed to the original payment method. The time taken for the amount to appear may vary depending on the payment provider or bank.
06 Marketplace Purchases
For products purchased through third-party marketplaces, quick-commerce platforms or other retailers, the order is also subject to the respective seller or platform’s refund and replacement process.
Customers should contact the platform or retailer through which the purchase was made for order-related refund or replacement assistance.
For concerns specifically relating to a Pitanga Foods product, you may also contact our team.
07 Contact Us
For an eligible refund or replacement request, please contact the Pitanga Foods team with your order details and supporting photographs.
Please do not share sensitive payment information such as card PINs, banking passwords or OTPs with anyone while raising a request.