Terms and Conditions, Refund, and Cancellation Policy
1. Introduction
Welcome to Cuts N' Carvings. By using our website or purchasing our products, you agree to comply with and be bound by the following Terms and Conditions. These terms govern your access to and use of our services, including all orders for our meat, seafood, poultry, and related products available through our Kenya and Uganda operations.
2. Eligibility
Anyone may purchase products from Cuts N' Carvings, regardless of age. By placing an order, you confirm that the information you provide is accurate, complete, and up to date, and that you agree to these Terms and Conditions.
3. Product Information
Product Descriptions:
We strive to provide accurate descriptions and images of our products. Due to the nature of fresh and frozen food products, slight variations in weight, colour, appearance, and packaging may occur.
Pricing:
Prices are displayed in the local currency applicable to the country of purchase:
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Kenya – Kenyan Shillings (KES)
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Uganda – Ugandan Shillings (UGX)
Prices are subject to change without prior notice. The applicable price is the one displayed on our website or official social media platforms at the time the order is placed.
4. Orders
Order Confirmation:
Once your order has been placed, you will receive an order confirmation via email, SMS, or WhatsApp (where applicable). Please review your order carefully and contact us immediately if any details are incorrect.
Order Processing:
Orders are processed during business hours.
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Kenya: Delivery is typically completed within 24–48 hours within Nairobi.
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Uganda: Delivery timelines may vary depending on location and availability.
Orders placed outside business hours or on public holidays will be processed on the next business day.
5. Payment
Accepted Payment Methods:
Kenya
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M-Pesa
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Cash on Delivery (where available)
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Card Payments
Uganda
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Mobile Money
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Cash on Delivery (where available)
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Card Payments
Payment must be completed before an order is processed unless Cash on Delivery has been selected where available.
Payment Security
We use secure payment gateways to process transactions. Cuts N' Carvings does not store customers' payment card information.
6. Delivery
Delivery Areas
We currently deliver within:
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Nairobi and selected surrounding areas (Kenya)
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Kampala and selected surrounding areas (Uganda)
Deliveries outside these areas may be available upon request and may incur additional delivery charges.
Delivery Charges
Delivery fees are calculated based on your delivery location and order size.
Delivery Times
While we aim to deliver within the estimated timeframe, delays may occur due to weather, traffic, supplier availability, or other circumstances beyond our control. Cuts N' Carvings shall not be held responsible for such delays.
Delivery Issues
If you receive an incorrect, damaged, or incomplete order, please notify us within 2 hours of delivery. Claims submitted after this period may not qualify for a refund or replacement.
7. Quality Assurance
At Cuts N' Carvings, quality is our priority. Every effort is made to ensure our meat and seafood products meet the highest standards of freshness and food safety. If you believe your order does not meet these standards, please refer to our Refund Policy below.
8. Refund Policy
Eligibility
Refunds or replacements may be approved where:
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The product was damaged during delivery.
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An incorrect product was delivered.
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The product failed to meet our quality standards.
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The order could not be fulfilled after payment had been received.
Requesting a Refund
Refund requests must be submitted within 2 hours of receiving your order and should include:
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Order number
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Description of the issue
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Photographic evidence where applicable
Refund Processing
Approved refunds will normally be processed within 5–7 business days using the original payment method where possible.
Non-Refundable Items
Refunds will not be issued for:
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Products that have been opened or partially consumed.
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Products that have been improperly stored after delivery.
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Change-of-mind purchases involving perishable goods.
9. Cancellation Policy
Order Cancellation
Orders may only be cancelled before they have been prepared or dispatched for delivery.
Cancellation Charges
Where an order has already been prepared, Cuts N' Carvings reserves the right to charge a reasonable cancellation fee.
Order Changes
We will do our best to accommodate order changes before preparation begins; however, changes cannot be guaranteed once processing has started.
10. Limitation of Liability
Cuts N' Carvings shall not be liable for any indirect, incidental, special, or consequential damages arising from the purchase, delivery, storage, or consumption of our products.
Our maximum liability shall not exceed the total amount paid for the affected order.
11. Privacy Policy
Your privacy is important to us. We collect, store, and process personal information only as necessary to provide our services. By using our website and purchasing our products, you consent to the collection and use of your information in accordance with our Privacy Policy.
12. Governing Law
These Terms and Conditions shall be governed by the laws of the country in which the purchase is made.
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Orders placed through Cuts N' Carvings Kenya are governed by the laws of the Republic of Kenya.
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Orders placed through Cuts N' Carvings Uganda are governed by the laws of the Republic of Uganda.
Any disputes shall be subject to the jurisdiction of the competent courts of the respective country.
13. Contact Information
If you have any questions regarding these Terms and Conditions or require assistance with your order, please contact us.
Kenya
Email: Sales@cutsncarvings.com
Phone: +254 728 492 860 / +254 726 780 092
Location: Kileleshwa, Nairobi, Kenya
Uganda
Email: Sales@cutsncarvings.com
Phone: +256 709 991 909 / +256 774 140 714
Location: Old Portbell Road, near Jessa Head Offices, Kampala, Uganda
By purchasing from Cuts N' Carvings, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. We reserve the right to amend or update these Terms at any time without prior notice.