Understanding our return, refund, and cancellation procedures
At Pinnacle Naturals, we strive to ensure complete customer satisfaction with our fresh dairy products. This Refund & Cancellation Policy outlines the conditions and procedures for cancellations, returns, and refunds to provide clarity and transparency in our processes.
Orders can be cancelled free of charge before they are processed for dispatch. You can cancel your order through:
For same-day delivery orders, cancellations must be made at least 2 hours before the scheduled delivery time. For next-day delivery, cancellations can be made until 10 PM the day before delivery.
Once your order has been processed and is out for delivery, cancellation may not be possible. However, you may refuse the delivery at your doorstep, and a full refund will be processed according to our refund timeline.
We accept returns under the following circumstances:
Products that are spoiled, damaged, or do not meet our quality standards upon delivery.
If you receive products different from what you ordered.
Products with damaged or compromised packaging that affects product quality.
Orders delivered significantly beyond the promised delivery window, resulting in quality concerns.
Contact our customer support immediately upon discovering any issues. Returns must be reported within 30 minutes of delivery for fresh product and within 2 hours for other products.
Our team may request photos or videos of the product to assess the issue. In some cases, we may arrange for a pickup to inspect the product.
Based on our assessment, we will provide a replacement product, credit to your account, or a full refund as appropriate.
Refunds are provided for:
Refunds will be processed using the following methods:
Refunds are typically processed to your original payment method (card, digital wallet, etc.) within 7-10 business days.
For faster resolution, you may choose to receive a credit to your Pinnacle Naturals account, which can be used for future purchases. Credits are applied instantly.
In cases where the original payment method is not available, we can process a direct bank transfer within 5-7 business days.
You can cancel your subscription at any time through your account settings. Cancellations take effect from the next billing cycle, and you'll continue to receive deliveries until the end of your current billing period.
Changes to delivery frequency, quantity, or product selection can be made up to 24 hours before your next scheduled delivery. Some changes may result in price adjustments.
If you cancel your subscription mid-cycle, we'll provide a prorated refund for unused deliveries. The refund amount is calculated based on the remaining delivery days in your billing period.
Before initiating a chargeback with your bank, please contact our customer support team. We're committed to resolving issues quickly and may be able to provide immediate solutions that satisfy both parties.
If you notice any unauthorized charges on your account, contact us immediately. We'll investigate the issue and work with our payment processors to resolve it promptly.
In case of duplicate charges due to technical issues, we'll refund the duplicate amount immediately upon verification. Contact our support team with your transaction details.
During severe weather conditions that may affect product quality during delivery, we may proactively cancel orders and issue full refunds to ensure you receive only the freshest products.
In the rare event of a product recall, we'll contact affected customers immediately and provide full refunds along with detailed information about the recall.
If we're unable to fulfill deliveries due to operational issues, affected customers will receive full refunds and advance notification of service resumption.
The following items are generally not eligible for refunds:
For any refund-related queries or to initiate a return, contact us through:
Available 24/7 through our mobile app for immediate assistance.
Send detailed information about your issue through our website contact form.
Call our customer service team during business hours for urgent issues.
We may update this Refund & Cancellation Policy periodically to reflect changes in our services or legal requirements. Updated policies will be posted on our website and app, and significant changes will be communicated to our customers.