Refund and Exchange Policy

At pintocoffee.com we value the utmost concern of our customers while ensuring satisfactions with their purchase’s experience.

We recommend you read our Returns Policy prior to making a purchase from our website, therefore you are familiar with our policy on refunds, returns and repairs and your legal rights and remedies. We also recommend you inspect immediately any goods that we deliver to you or that you collect from one of our cafe, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If you have any questions about this policy, please contact our Customer Service which details are provided on Our Contact’s page.

This Returns Policy only applies where you make a purchase online from our website.

The Returns Process

Make sure all the invoices/documents for refund/exchange are met.
Report your claim by contacting us.
We will conduct an evaluation within 7 days (If necessary, a pick-up will be arranged).

If the claim is valid, a refund or replacement will be processed.

How It works?

Returns must be done within ten (10) working days starting from the day the goods are delivered to you. You may return your order (or items) for any of the following reasons:

• You received the wrong item in your package or the item has a manufacturing defect (excluding goods marked as display set items or clearance goods).
  And the general requirements for returns are as follows:
  1. You have proof of purchase (order invoice number and receipt).
  2. The goods must be in new condition and returned in the original selling condition and unopened packaging along with all original accessories (including manuals, warranty cards, certificate of authenticity) and any free gifts, vouchers received with it.
  3. The product must not have been used or installed.
• Under what conditions is/are the product non-returnable:
  1. In the interests of hygiene: products cannot be returned unless they are unopened and in their original packaging.
  2. Once Used or tested.
  3. Consumables such as coffee capsules cannot be returned unless they are unopened and in their original packaging.
  4. Customised/made-to-order goods, special order items such as specialty coffee, cannot be refunded or exchanged. If delivery has taken place, the refund will exclude delivery charges paid.
  5. Discount unit, auction items and clearance goods are strictly non-refundable. You are required to make a complete inspection to assess the item before purchasing. These items are sold on "as is, where is" basis.
  6. Items that have been purchased for more than 10 days.
  7. The item was purchased for someone else who simply does not want it.
  8. The item has no defects. You've changed you're mind because of wrong selection, colour, size, weight, roast level or specification, product not meeting expectation; or simply found it cheaper elsewhere.
  9. Defaulted on payment for item.

If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and simply visit any of our retail stores or contact our Customer Service.

Our customer service agent will verify the return reason and arrange a free return pick-up for you. Our courier company will pick up the package at the time specified by you. We will conduct an evaluation within seven (7) days starting from the day we received your returned items. You will receive an email confirmation once the returned item is received from our end.

If your return is valid, we will process your refund or replacement, based on what you have indicated to our Customer Team. If it's valid, we will reimburse you with a refund through the same mode of payment that was made in the original purchase.

If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.