Refund & Return Policy
Pinoytoko.nl is a trading name of Pinoytrade, registered in the Netherlands.
This Refund & Return Policy explains when products can be returned, which products are excluded from return, and how refunds are processed.
1. Contact us first
If you have any issue with your order, please contact us first at returns@pinoytoko.nl for return and refund matters, or at support@pinoytoko.nl for general order support.
Please do not send products back without contacting us first.
2. Right of withdrawal
For products where the legal right of withdrawal applies, you may cancel your order within 14 days after receiving it, without giving a reason.
After cancellation, you have another 14 days to return the product.
To use this right, please contact us first at returns@pinoytoko.nl.
3. Conditions for accepted returns
A return is only accepted if the product:
- is returned within the applicable return period;
- is unused where reasonably possible;
- is returned in proper condition;
- is packed securely;
- is not excluded from return under the categories below.
4. Products that cannot be returned
The following products cannot be returned or are normally excluded from return:
- frozen products;
- fresh products;
- perishable products;
- opened food products;
- unsealed products;
- sealed products that are no longer suitable for return for hygiene or health protection reasons once opened;
- products that are unsuitable for return by their nature.
If you are unsure whether your product qualifies, please contact us first. Even where a normal return is not possible, we may still be able to help with a suitable solution.
5. Frozen and fresh products
Frozen products are pickup only or delivered only where possible. Frozen products cannot be returned.
Fresh products may be shipped where available, but where applicable this is at the customer’s own risk. Fresh and perishable products cannot be returned once delivered.
6. Damaged, incorrect or incomplete orders
If your order arrives damaged, incorrect, or incomplete, please contact us within 24 hours after delivery at support@pinoytoko.nl.
Please include:
- your order number;
- a short explanation of the issue;
- clear photos of the product;
- clear photos of the packaging and shipping label where relevant.
7. Return shipping costs
Unless otherwise agreed or required by law, return shipping costs are the responsibility of the customer.
If the return is caused by our mistake, damage in transit, or an incorrect item sent by us, we will review the case and provide an appropriate solution.
8. Refund process
After your return request has been accepted and the returned product has been received and checked, we will process the refund where applicable.
Refunds are made using the original payment method where possible.
We may wait to issue the refund until we have received the returned product or until you have provided proof of return shipment.
9. Refund timing
Refunds are processed within 14 days after the return notification, provided the return conditions are met.
Where inspection or additional information is required, processing may take longer, but we will keep you informed.
10. Order changes and cancellations
An order can only be changed or cancelled before it has been shipped or prepared for shipment.
Once an order has been handed over to the carrier, cancellation is usually no longer possible.
11. Return form
If needed, you may use our Return Form to submit your return request. Contact us first so we can guide you through the correct process.
You can also use our Return Form
12. Contact details
Return and refund requests: returns@pinoytoko.nl
General support: support@pinoytoko.nl
Address: Anemoon 5, 5071 GP Udenhout, Netherlands
13. Final note
We always aim to handle return and refund requests fairly and reasonably. If you experience a problem, please contact us first so we can look for the best possible solution.