Refund Policy – Meatco Kenya
Last Updated: June 2026
1. Our Commitment
At Meatco Kenya, we are committed to delivering fresh, high-quality products to our customers across Nairobi. If you are dissatisfied with your order due to product quality issues, incorrect items, missing items, or delivery-related concerns, we will work with you to resolve the matter promptly and fairly.
2. Eligibility for Refunds
Refund requests may be submitted within 24 hours of delivery.
You may be eligible for a refund if:
- The product received is spoiled, damaged, or not fit for consumption.
- The wrong product was delivered.
- Items are missing from your order.
- The product received significantly differs from what was ordered.
- A delivery issue attributable to Meatco affects the quality or usability of the order.
To help us investigate and resolve your complaint, we may request supporting evidence, including:
- Clear photos of the product and packaging.
- Photos showing the issue being reported.
- Any additional information relevant to the complaint.
Refund requests submitted without sufficient supporting information may be declined.
3. How to Request a Refund
Customers should submit a complaint through Meatco's available support channels and provide all requested details and supporting evidence.
Our team will review the request and may contact you for additional information if required.
4. Refund Resolution Options
Where a refund request is approved, customers may choose one of the following options:
Option A: Meatco Wallet Credit
The approved refund amount will be credited to the customer's Meatco wallet for use on future purchases.
Option B: Direct Refund
The approved refund amount will be returned through the original payment method where reasonably possible.
Processing times may vary depending on the payment provider or financial institution involved.
5. Non-Refundable Situations
Refunds will generally not be granted in the following circumstances:
- The complaint is submitted more than 24 hours after delivery.
- Products have been consumed substantially before the issue is reported.
- The issue results from improper storage or handling after delivery.
- The customer provides inaccurate delivery information that prevents successful delivery.
- The customer changes their mind after receiving products that were delivered correctly and in good condition.
6. Order Cancellations
Scheduled Orders
Customers may cancel scheduled orders before Meatco begins preparing or packing the order.
Express Orders
Because express orders are processed immediately after placement, cancellation requests may not always be possible once order preparation has begun.
If an order can no longer be cancelled, it will proceed to fulfillment and be handled under this Refund Policy if any qualifying issue arises.
7. Payment Disputes
Customers experiencing payment-related concerns should contact Meatco before initiating a chargeback or payment dispute so that we may attempt to resolve the issue directly.
8. Limitation of Liability
Any refund or compensation approved by Meatco shall not exceed the amount paid for the affected products or order.
9. Contact Information
For refund requests or assistance, please contact:
Meatco Kenya
Phone: 0720 828 888
Email: info@meatco.co.ke
Our customer support team will review your request and respond as soon as reasonably possible.