Effective Date: Monday, 06 October 2025

At Ongole Beef, we are committed to delivering premium Kenyan beef renowned for tenderness, marbling, and authentic flavour. Because our products are perishable, we implement strict farm-to-fork quality controls. This policy outlines our approach to order changes, cancellations, returns, and refunds for our esteemed clients.

• Perishable Products: For food safety reasons, our premium beef products cannot be returned once delivered or collected, except in cases of verified damage, spoilage, or quality concerns.
• Proof of Concern: Customers must provide photographic evidence and/or samples where feasible, within the timelines described herein.
• Resolution Options: Where a claim is validated, Ongole Beef will provide an appropriate remedy by way of replacement delivery, credit, or refund to the original payment method depending on the circumstances, in consultation with the client.
• Consumer Rights: This policy operates in compliance with the Kenyan Consumer Protection Act (2012, Cap 46). Nothing herein limits statutory rights to remedies for defective goods or misrepresentation.

Order Modifications & Cancellations

• Orders may be modified or cancelled up to seventy-two (72) hours before scheduled dispatch without penalty.
• Cancellations made less than forty-eight (48) hours before dispatch may attract a cancellation fee of up to 30% of the order value, unless otherwise agreed in writing.

Delivery & Acceptance

• Clients (or their appointed representatives) must inspect deliveries immediately upon arrival.
• Any issues (damages, shortages, or incorrect items) must be reported within twenty-four (24) hours of delivery. Claims beyond this stipulated window may not be honoured due to loss of chain-of-custody verification.

Substitutions

Where an item is unavailable, Ongole Beef will promptly notify the client to arrange a substitution or adjust the invoice accordingly.

Strategic Partnerships

For key accounts and long-term partners, Ongole Beef reserves the right, at its discretion, to waive certain cancellation fees or extend remedy timelines as part of its commitment to maintaining trusted relationships.

• Final Sale: For food safety reasons, all in-store purchases are deemed as final once processed unless the product was defective at the time of sale.
• Quality Concerns: Customers who believe a product was defective at the time of purchase must return to the store with the product and receipt within twenty (24) hours for inspection and resolution.

Order Changes & Cancellations

• Orders may be modified or cancelled up to twenty-four (24) hours before scheduled delivery or pickup.
• After this cut-off, cancellations may incur charges equivalent to the value of perishable items already prepared.

Delivery & Missing Items

• All orders are dispatched in insulated, food-safe, clearly branded vacuum packaging to preserve freshness.
• Missing or incorrect items must be reported within twelve (12) hours of delivery receipt.

Damaged or Spoiled Products

Any product arriving damaged, spoiled, or below standard must be reported immediately with supporting photographs within twelve (12) hours of receipt.

Refunds & Credits

Remedies may include:

• Replacement delivery, credit, or refund to the original payment method.

The appropriate remedy will be determined in good faith by Ongole Beef, taking into account the circumstances of each case and in consultation with the client.

Refund initiation will occur within three to five (3–5) business days of claim approval, subject to banking timelines.

Exclusions

Ongole Beef will not be liable for spoilage, damage, or quality concerns arising after delivery due to:

• Improper handling, storage, or refrigeration by the customer,
• Delays in refrigeration/freezing after delivery, or
• Circumstances beyond our reasonable control, including but not limited to disease outbreaks, strikes, transport disruptions, natural disasters, or government restrictions (Force Majeure).

International and export deliveries are subject to additional terms under Incoterms 2020 relating to customs, transit, and third-party courier conditions. These shall be agreed upon in writing at the time of sale.

Refunds or replacements for international shipments will only apply where Ongole Beef is directly responsible for the issue.

For any order concerns, claims, or refund requests, please reach us immediately via:

• Phone: +254 798 777 333 / +254 796 020 200
• Email: clientcare@ongolebeef.co.ke
• Address: Heri Plaza, Karen, Nairobi
• Website: www.ongolebeef.co.ke

At Ongole Beef, we stand by our promise of premium quality, consistency, and availability. We value your trust and are committed to resolving all genuine concerns promptly, fairly, and in compliance with the law.