Refund & Return Policy
Your satisfaction is important to us. Here's our policy for returns and refunds.
Return Window
14 Days
Photo Required
For Quality Issues
Resolution
Refund or Replace
Important Notice
As Pistasho is a food product, we have specific guidelines for returns and refunds to ensure food safety and quality. Due to the perishable nature of food items, we cannot accept returns for change of mind or taste preferences. However, we are committed to resolving any issues related to product quality or damaged items.
Eligible for Refund or Replacement
We will provide a refund or replacement in the following situations:
- Damaged during shipping: Product arrived broken, leaking, or visibly damaged
- Quality issues: Product has an unusual appearance, smell, or taste that indicates a quality problem
- Wrong item: You received a different product than what you ordered
- Missing items: Your order was incomplete
- Expired product: Product was delivered past its expiration date
Not Eligible for Refund
Unfortunately, we cannot accept returns or provide refunds for:
- Change of mind after purchase
- Personal taste preferences
- Products that have been opened and consumed without quality issues
- Incorrect address provided by the customer
- Failed delivery due to customer unavailability after multiple attempts
- Issues reported after 14 days of delivery
How to Request a Refund or Replacement
If you believe you are eligible for a refund or replacement, please follow these steps:
- Contact us within 14 days of receiving your order by emailing care@pistasho.com
- Include your order number in the email subject line
- Describe the issue in detail
- Attach clear photos showing the problem (damaged packaging, product condition, etc.)
- Keep the product until we confirm the resolution
Resolution Process
Once we receive your request:
- We will review your case within 1-2 business days
- You will receive an email confirming whether your request has been approved
- If approved, you can choose between a full refund or a replacement
- Refunds will be processed to your original payment method within 5-7 business days
- Replacement orders will be shipped within 1-2 business days of approval
Refund Method
Approved refunds will be credited to your original payment method:
- Credit/Debit Card: 5-7 business days (depending on your bank)
- Digital Wallets: 3-5 business days
Please note that the time for the refund to appear in your account may vary depending on your financial institution.
Order Cancellation
If you need to cancel your order, please contact us as soon as possible:
- Before processing: Orders can be cancelled and fully refunded if they haven't been processed yet
- After dispatch: Once an order has been shipped, it cannot be cancelled. Please refuse delivery or contact us about a return
To cancel an order, email us at care@pistasho.com with your order number.
Need Help?
If you have any questions about our refund policy or need assistance with a return, our customer care team is here to help:
Email: care@pistasho.com
We aim to respond to all inquiries within 24 hours during business days.