Warranty & Complaints
Pinoytoko.nl is a trading name of Pinoytrade, registered in the Netherlands.
This page explains how Pinoytoko.nl handles warranty questions, product issues and customer complaints.
1. Our standard
We aim to deliver products that meet what you may reasonably expect from them. If a product is defective, damaged, incorrect, or otherwise does not conform to the agreement, please contact us as soon as possible.
2. When to contact us
Please contact us promptly if:
- you received the wrong product;
- the product is defective or damaged;
- the order is incomplete;
- there is a quality issue with a non-perishable product;
- you want to report another complaint about your order or our service.
3. Damage or breakage on delivery
If your order arrives damaged or broken, please report this within 24 hours after delivery via 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.
4. Food products, frozen products and fresh products
Because Pinoytoko.nl sells food products, including fresh, frozen and perishable items, not every issue falls under a standard warranty or return right.
Frozen products, fresh products and perishable products are generally excluded from return. However, if there is a genuine problem with your order, you should always contact us first so we can assess the situation and look for a suitable solution.
5. What we may ask from you
To handle your request properly, we may ask for additional information such as:
- your order number;
- photos of the product;
- photos of the packaging;
- a description of the issue;
- the batch, expiry date or label details where relevant.
6. Possible solutions
Depending on the situation, Pinoytoko.nl may offer a reasonable solution such as:
- replacement of the product;
- partial refund;
- full refund;
- store credit or another practical solution where appropriate.
The solution depends on the nature of the issue, the product category and the information provided.
7. Complaints procedure
If you have a complaint about a product, delivery, communication or another part of our service, please contact us first at support@pinoytoko.nl.
We aim to respond within 14 days. If more time is needed, we will inform you accordingly.
8. Incorrect or incomplete delivery
If you received an incorrect or incomplete order, please contact us as soon as possible at support@pinoytoko.nl.
We will review the issue and provide a suitable follow-up where applicable.
9. Exclusions and limitations
Complaints cannot be accepted where the issue results from incorrect use, improper storage after delivery, or product characteristics that were clearly communicated in advance.
Minor differences in product appearance, packaging or labeling do not automatically mean that a product is defective.
10. Contact details
For complaints and warranty-related questions, please contact:
Address: Anemoon 5, 5071 GP Udenhout, Netherlands
11. Final note
We always encourage customers to contact us first. Even where a standard return or warranty route does not apply, we may still be able to offer a fair and practical solution.