Refund Policy
Last updated: January 2026
At our shop, we stand behind the quality of every order. If something is not right, report it within 2 hours of delivery and we will make it right.
1. Quality-Related Refunds
We offer refunds for the following quality concerns:
- Spoiled or rotten products upon delivery
- Foreign objects found in meat products
- Incorrect cuts or products delivered (different from what you ordered)
- Visible contamination or unusual odor at time of delivery
- Products delivered past expiry date (for packaged items)
2. Delivery Failures
- Non-delivery of confirmed and paid orders within 24 hours of scheduled delivery time
- Damaged packaging that compromises product integrity during delivery
- Temperature compromise — products delivered unfrozen when ordered frozen
3. Time Limits
| Issue Type | Report Within |
|---|---|
| Quality issues | 2 hours of delivery |
| Non-delivery | 24 hours of scheduled delivery |
| All refund requests | 48 hours of the original issue |
4. Refund Methods & Processing Times
| Payment Method | Refund Timeline |
|---|---|
| M-Pesa | Within 24 hours |
| Bank Transfer | 3–5 business days |
5. Non-Refundable Situations
- Change of mind after order has been packed
- Incorrect delivery address provided by the customer
- Quality complaints made more than 2 hours after delivery
- Products that have been partially consumed
How to Request a Refund
- Call or WhatsApp us at +254-728-455-521
- Take a photo of the product and packaging
- Provide your order number or M-Pesa reference
- Our team will review and respond within 2 hours during business hours
Questions? Contact us: +254-728-455-521 or +254 728 455 521