Refund & Delivery Policy

Delivery

• Deliveries are made within Nairobi and surrounding areas during business hours (6 AM – 6 PM).
• Delivery fees are calculated based on distance from the supplier to the delivery address.
• Estimated delivery times are provided at checkout. Actual delivery times may vary based on traffic and order volume.
• Drivers will contact you via phone or WhatsApp before arrival. Please ensure someone is available to receive the delivery.

Documented Quality & Disputes

Every order is documented before it leaves the farm: our driver counts the crates and photographs the load and randomly sampled trays, and the supplier signs off on that record. If you receive damaged or short-count eggs, report the issue within 2 hours of delivery with photos via WhatsApp or through the app. Disputes are decided by comparing your delivery photos against the pickup record — evidence, not opinions, settles the outcome.

Because protection relies on this record, it applies to orders that followed the documented pickup and delivery process.

Refunds

• Damaged goods: Full refund or replacement for eggs damaged during transit, reported within 2 hours with photographic evidence.
• Wrong order: Full refund or re-delivery if the wrong items were delivered.
• Non-delivery: Full refund if your order is not delivered within 24 hours of the confirmed delivery window.
• Cancellations: Orders can be cancelled for a full refund before the supplier confirms the order. Once confirmed, cancellation is subject to a 10% restocking fee.

Refund Processing

Approved refunds for M-Pesa payments are processed within 3-5 business days to the original payment number. Cash on delivery refunds are processed via M-Pesa to the registered phone number.

Contact

For refund requests or delivery issues, contact us at [email protected] or through the support page in the app.