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1. Our Growing Relationship
Welcome to Muthaka Farms. These Terms of Service (“Terms”) govern your use of our website and your purchases from our farm. By placing an order for our poultry, dairy, livestock, or horticultural produce, you agree to be bound by these terms. We’ve been committed to structured, practical farming since 2000, and these terms ensure we can continue serving you with excellence.
2. Nature of the Product
Natural Variation: Because we provide fresh, farm-grown products, minor variations in size, weight, and color are natural. While we strive for consistency, nature does not produce identical items.
Product Descriptions: We take care to describe our products accurately. However, images on our site are representative of our quality and may not be the exact item you receive.
3. Ordering and Harvesting
Harvest-to-Order: To guarantee Nairobi fresh meat and produce, we harvest or process most items only after your order is confirmed.
Cancellations: Once an order is confirmed and harvesting or slaughtering has commenced, we cannot accept cancellations or offer refunds due to the perishable nature of the goods.
Availability: Farming is subject to the elements. If a crop or livestock item becomes unavailable after you order, we will contact you immediately to offer a substitute or a full refund.
4. Delivery and Handling
Delivery Responsibility: We aim for prompt delivery. However, once the goods leave our farm gate, the risk of loss passes to the customer.
Perishable Handling: It is vital that someone is available to receive your order. Muthaka Farms is not responsible for spoilage or damage caused by products being left unattended after delivery.
5. Payments
All prices are in Kenyan Shillings (KES).
Payment must be made through our approved channels (M-Pesa, Bank Transfer, or Cash on Delivery where applicable).
For wholesale or bulk distributors, credit terms are only valid when agreed upon in a signed written contract.
6. Returns and Refunds
At Muthaka Farms, we stand behind the quality of our produce. However, due to the highly perishable nature of our products including fresh meat, dairy, and harvested vegetables our refund policy is as follows:
Quality Concerns at Delivery: We encourage all customers to inspect their products immediately upon arrival. If you are unsatisfied with the quality of an item, you must report the issue to the delivery person or contact us via WhatsApp within two (2) hours of receipt.
Perishable Items: Due to health and safety regulations, we cannot accept returns on meat, eggs, dairy, or harvested greens once they have been accepted at delivery. If a product is proven to be substandard at the time of delivery, we will offer a replacement in your next order or a partial credit.
Non-Perishable Items: For non-perishable goods (such as dry beans or certain grains), returns may be accepted within 24 hours, provided the packaging remains unopened and in its original condition.
Refund Processing: Valid refunds are issued as “Farm Credit” toward your next purchase. Cash or mobile money refunds are only issued in the event that a pre-paid item was out of stock and a substitute was not accepted.
Incorrect Orders: In the rare event that you receive an item you did not order, please notify us immediately. We will arrange to swap the item or credit your account, provided the incorrect item is returned in the same condition it was delivered.