Refund policy

Damaged, Incorrect or Missing Items

As Pinas Kart delivers orders directly, every order is handled with care and checked before delivery.

Please inspect your order promptly and contact us within 24 hours of delivery if an item is damaged, leaking, spoiled, missing or incorrect. Include your order number and clear photographs of the affected item and packaging. Where relevant, please also photograph the product’s expiry or batch details.

For food-safety reasons, customers are not normally required to return grocery products. Please keep the affected item until we have reviewed your claim, unless it is unsafe to do so. We may ask for additional information before confirming a resolution.

Once the claim has been assessed, we will arrange an appropriate replacement or refund for the affected item. Any refund will normally be returned to the original payment method. Store credit may be offered where the customer agrees.

Change of Mind

We do not offer returns or refunds for change of mind, incorrect product selection or products that have been stored or handled incorrectly after delivery.

Australian Consumer Law

The 24-hour notification request helps us investigate delivery-related problems promptly. It does not exclude or limit any rights available under the Australian Consumer Law.