Effective Date: Monday, 06 October 2025

At Ongole Beef, we are committed to delivering premium Kenyan beef directly to consumers through our online store. Because our products are perishable, we maintain strict farm-to-fork quality controls. This policy explains how order changes, cancellations, claims, replacements, credits, and refunds are handled for consumer e-commerce purchases.

• Scope: This policy applies to orders placed by individual consumers via the Ongole Beef website.
• Perishable Products: For food safety reasons, products are not returnable after delivery or pickup except where items are verified as damaged, spoiled, incorrect, or below quality standard at receipt.
• Proof of Concern: To assess claims fairly, customers should provide clear photos and order details within the timelines below.
• Consumer Rights: This policy is intended to align with Kenyan consumer law, including the Consumer Protection Act (2012, Cap 46). Nothing in this policy limits mandatory statutory rights.

• Before Cut-Off: Orders may be changed or cancelled up to twenty-four (24) hours before scheduled delivery or pickup.
• After Cut-Off: Changes or cancellations requested after this window may be declined, and charges may apply for perishable items already prepared or dispatched.

Reportable Issues

• Missing items
• Wrong items
• Damaged packaging or product
• Product spoilage or quality concerns at delivery

Claims Timeline

• Claims for missing, incorrect, damaged, or spoiled items must be reported within twelve (12) hours of delivery or pickup.
• Claims submitted outside this period may be declined where product handling or chain-of-custody cannot be verified.

Where a claim is verified, Ongole Beef will provide an appropriate remedy, which may include:

• Replacement item or replacement delivery,
• Store credit, or
• Refund to the original payment method.

Refunds are typically initiated within three to five (3-5) business days after claim approval, subject to payment provider or bank processing timelines.

Claims may be declined where quality issues arise after successful delivery or pickup due to factors outside Ongole Beef control, including:

• Improper handling, storage, or refrigeration after receipt,
• Delay in refrigerating or freezing product after receipt, or
• Events beyond reasonable control (for example, transport disruption, strikes, severe weather, government restrictions, or other force majeure events).

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.