New Mark Prime Meats — Terms & Conditions

1. Who we are

New Mark Prime Meats is a Nairobi-based online butchery that delivers fresh, quality meat and poultry directly to your door. We operate within Nairobi and its environs.

2. Placing an order

• Orders are placed through our website and are subject to availability.
• Prices are listed in Kenyan Shillings (KSh) and are inclusive of applicable taxes.
• You will receive an order confirmation via email once your order is successfully placed.
• We reserve the right to cancel any order if a product becomes unavailable or if there is a pricing error. You will be notified and fully refunded.

3. Delivery

• We deliver within Nairobi and surrounding areas. The delivery fee will be communicated to you after your order is confirmed.
• Delivery times are estimates and may vary depending on your location and demand.
• Someone must be available to receive the order at the provided address. If no one is available, we will contact you to arrange an alternative.
• New Mark Prime Meats is not liable for delays caused by events outside our control (traffic, weather, etc.).

4. Product quality

• All our meat and poultry is fresh and sourced from certified suppliers.
• Products are handled and packaged in hygienic conditions throughout delivery.
• Once delivered and signed for, responsibility for proper storage passes to the customer.
• If you receive a product that is damaged, incorrect, or of poor quality, contact us within 2 hours of delivery.

5. Payment

• We accept M-Pesa, card payments via Paystack, and cash on delivery.
• For M-Pesa and card payments, your order is confirmed once payment is received.
• Cash on delivery orders are confirmed when our rider arrives. Please have the exact amount ready.
• We do not store your card or M-Pesa details — all payments are processed securely by Paystack.

6. Cancellations & refunds

• You may cancel your order before it has been dispatched. Contact us as soon as possible.
• Once an order is out for delivery, it cannot be cancelled.
• Refunds for valid complaints (wrong item, spoiled product) are processed within 3–5 business days via the original payment method.
• We do not offer refunds for change of mind after delivery.

7. Your account

• You are responsible for keeping your account credentials secure.
• You must provide accurate contact and delivery information when placing orders.
• We may suspend accounts that misuse the platform or violate these terms.

8. Changes to these terms

We may update these terms from time to time. The updated version will always be available on our website. Continued use of the platform after changes means you accept the new terms.

9. Contact us

If you have any questions about these terms, reach out to us: