Returns & Refunds Policy

Returns & Refunds Policy

Last updated: September 2026

PINULIA, a brand of Pinula Foods Inc., sells food products intended primarily for restaurant and foodservice use. Because our products are consumable food items, we maintain a limited returns and refunds policy for food safety and product-integrity reasons.

All Sales Are Final

We do not accept returns, exchanges, or refunds for change of mind, customer ordering error, preference, taste preference, menu changes, over-ordering, or because a customer no longer wants the product.

This applies even if the product remains unopened, except where required by applicable law.

Eligible Issues

We will review claims involving:

  • Product that arrives damaged in transit.
  • A package that arrives opened, leaking, crushed, punctured, or otherwise compromised.
  • Product that appears unsafe to use because of shipping damage.
  • An incorrect product shipped by PINULIA.
  • Another fulfillment error clearly attributable to PINULIA.

48-Hour Claim Window

Any claim for shipping damage, compromised product, incorrect product, or fulfillment error must be reported to PINULIA within 48 hours of the carrier’s recorded delivery time.

Claims submitted more than 48 hours after delivery are not eligible for refund or replacement for delivery-condition issues.

Photographs Are Required

To evaluate a claim, the customer must provide clear photographs showing how the shipment was received. When applicable, photos should include:

  • The outside of the shipping carton.
  • The shipping label.
  • Any visible damage to the carton.
  • The product packaging.
  • The damaged, opened, leaking, or compromised area.

Please keep the shipping carton, product, and packaging until the claim has been resolved. We may request additional information if needed to evaluate the claim.

Replacement or Refund

If PINULIA approves an eligible claim, the customer may choose either:

  • A replacement shipment at no additional product or shipping charge, or
  • A refund for the affected product.

Approved refunds will generally be returned to the original payment method. Processing time after approval may vary depending on the payment provider or financial institution.

Wrong Product Shipped

If PINULIA sends a product different from what was ordered, contact us within 48 hours of delivery with photographs of the product and shipping label. We will review the order and, if confirmed, arrange an appropriate replacement or refund.

Packages Marked Delivered but Not Received

If USPS tracking shows an order as delivered but the customer cannot locate it, the customer should first open a delivery or missing-mail inquiry with USPS. A carrier status of “delivered” does not automatically qualify for a refund or replacement.

PINULIA will reasonably assist by providing available shipment and tracking information. Any replacement or refund in these circumstances will be determined after review of the carrier information and the specific facts of the case.

Refused or Undeliverable Orders

Orders refused by the customer, returned because of an incorrect address, or otherwise undeliverable for reasons not caused by PINULIA are not automatically eligible for a refund. Any costs or losses associated with reshipment may be the customer’s responsibility.

Food Safety

Do not consume or use a product that appears opened, leaking, tampered with, contaminated, or otherwise compromised. Contact PINULIA promptly so we can review the issue.

How to Submit a Claim

Email pinulafoods@gmail.com within 48 hours of delivery. Include your order number, name or business name, a description of the issue, and the required photographs.

Contact

For questions regarding returns, refunds, replacements, or damaged shipments, contact pinulafoods@gmail.com or use our Contact page.