Returns & Exchanges
Your satisfaction is guaranteed. If something isn't right, we'll make it right — fast.
PrimeBird Freshness Guarantee
Every product that leaves our facility is inspected, temperature-logged, and sealed in food-grade packaging. If you receive a product that doesn't meet our quality standards, we offer a full replacement or refund — no questions asked.
When You Can Request a Return
We accept returns and exchanges for the following reasons:
Temperature Breach
Product arrived above safe cold-chain temperature (above 8 °C for chilled or above −12 °C for frozen).
Damaged Packaging
Packaging is torn, leaking, or compromised during transit allowing contamination.
Incorrect Weight / Quantity
Delivered quantity or weight does not match what was ordered and invoiced.
Wrong Product
You received a different product from what you ordered (e.g., drumsticks instead of breast fillets).
Expired or Near-Expiry
Product is past its use-by date or arrives with less than 3 days remaining shelf life.
Quality Issue
Off-odour, discolouration, or any sign that the product is not fit for consumption.
Returns NOT Accepted For
- • Products reported more than 2 hours after delivery without valid reason for delay.
- • Products that have been cooked, opened, or partially consumed.
- • Products that were not stored correctly after delivery (e.g., left out of the fridge/freezer).
- • Change of mind — because these are perishable goods, we cannot accept returns for changed preferences.
- • Bulk/wholesale custom orders that were produced to specification.
How to Report an Issue
Follow these steps and we'll resolve it quickly.
Report Within 2 Hours
Contact us within 2 hours of delivery via WhatsApp, phone, or the website. Include your order number.
Provide Photo Evidence
Send clear photos of the product, packaging, and any visible issue. For temperature disputes, photograph a thermometer reading.
Our Team Reviews
A quality assurance officer reviews your claim within 1 business hour during working hours (8 am – 6 pm).
Resolution
If approved, choose a full replacement on the next delivery or a refund to your original payment method within 48 hours.
Refund Timelines
| Payment Method | Refund Timeline | Notes |
|---|---|---|
| M-Pesa | Within 24 hours | Reversed to original M-Pesa number |
| Credit / Debit Card | 3–5 business days | Depends on your bank's processing time |
| Bank Transfer | 2–3 business days | EFT to your bank account |
| Store Credit | Instant | Added to your PrimeBird account balance |
Tip: Take Photos on Delivery
We recommend photographing your delivery upon receipt — including the packaging seal, product condition, and delivery note. This speeds up the claims process significantly.
Need to Report an Issue?
Our quality team responds within 1 hour during business hours