Return policy

Return Policy – Meatco Kenya

Last Updated: 15th June 2026

1. Introduction

At Meatco Kenya, we take pride in delivering fresh, high-quality meat and grocery products across Nairobi. Due to the perishable nature of many of our products, returns are subject to the conditions outlined in this policy.

This Return Policy should be read together with our Refund Policy.

2. Return Eligibility

Customers may request a return within 24 hours of delivery if:

  • The product received is damaged, spoiled, or defective.
  • The wrong product was delivered.
  • The product differs significantly from the item ordered.
  • The product is unsuitable due to an error on Meatco's part.

To be eligible for a return:

  • The product must be unused or substantially unused where reasonably possible.
  • The product must be stored appropriately after delivery.
  • Supporting evidence, including photographs, may be required.
  • The return request must be submitted within 24 hours of delivery.

3. Non-Returnable Items

For food safety and hygiene reasons, Meatco may decline returns in the following situations:

  • Products have been consumed substantially.
  • Products have not been stored according to recommended food safety standards after delivery.
  • The return request is submitted more than 24 hours after delivery.
  • The customer simply changes their mind after receiving the correct product in satisfactory condition.
  • The product has deteriorated due to circumstances beyond Meatco's control after delivery.

4. How to Request a Return

To request a return:

  1. Submit a complaint through the File a Complaint section on Meatco.
  2. Provide your order number and details of the issue.
  3. Upload clear photos showing the product and the concern being reported.
  4. Await instructions from our customer support team.

Our team may request additional information before approving a return.

5. Return Assessment

Each return request is reviewed individually.

Depending on the circumstances, Meatco may:

  • Approve a return and arrange collection where appropriate.
  • Request additional evidence.
  • Offer a replacement product.
  • Issue Meatco Wallet credit.
  • Issue a direct refund.
  • Decline the request if it does not meet the requirements of this policy.

6. Collection of Returned Products

Where a return is approved and collection is required, Meatco will provide instructions regarding the collection process.

Customers should not dispose of products subject to a return request until instructed to do so by Meatco, unless doing so is necessary for health or safety reasons.

7. Replacement Products

Where appropriate and subject to availability, Meatco may offer a replacement product instead of a refund.

If a replacement product is unavailable, the customer may choose between Meatco Wallet credit or a direct refund where applicable.

8. Refunds for Approved Returns

Where a return is approved and a refund is chosen, the refund will be processed in accordance with Meatco's Refund Policy.

Customers may choose:

  • Meatco Wallet Credit, or
  • A direct refund through the original payment method, where reasonably possible.

9. Limitation of Liability

Meatco's liability for any approved return claim shall not exceed the amount paid for the affected product(s) or order.

10. Contact Information

For assistance regarding returns, please contact:

Meatco Kenya
Phone: 0720 828 888
Email: info@meatco.co.ke

We are committed to resolving return requests fairly, promptly, and in accordance with applicable consumer protection laws in Kenya.

By placing an order with Meatco Kenya, you acknowledge and agree to this Return Policy.