At Bio Digester Experts Kenya, we are committed to delivering high-quality biodigester systems and services. This Refund & Returns Policy outlines the conditions under which returns, exchanges, and refunds are handled within Kenya.

1. Eligibility for Returns

Returns or exchanges are accepted within 30 days from the date of service completion or product delivery.

To qualify for a return:

• The product must be unused and in original condition
• The product must be returned with original packaging (where applicable)
• The request must be made within the 30-day period

2. Non-Returnable Services & Products

Due to the nature of our work, the following are non-returnable:

• Installed biodigester systems once commissioned
• Customized or site-specific installations
• Used or altered products
• Hazardous materials or specialized installation components

3. Proof of Purchase

All return or refund requests must include:

• A valid receipt, invoice, or proof of payment

4. Partial Refunds

Partial refunds may be issued under the following conditions:

• The product shows signs of use
• The product is not returned in original condition
• Items are returned with missing parts not caused by us
• Requests made after the 30-day period

5. Change of Mind

If you change your mind:

• Returns are accepted within 30 days
• The product must be unused and in original packaging

Once approved:

• Refunds will be processed to the original payment method within 10 business days

6. Faulty Products or Installation Issues

If a product or installation has a defect:

• Contact us within 30 days
• Provide photos or a clear description of the issue

After verification, we will offer:

• Repair
• Replacement
• Exchange
• Refund (where applicable)

We will cover return or correction costs where the fault is ours.

7. Damaged Items

If your product arrives damaged:

• Notify us within 48 hours of delivery
• Provide:
  
  • Order number
  • Photos of the damaged item
  • Photos of packaging

We will arrange a replacement, repair, or refund after verification.

8. Incorrect Orders

If you receive the wrong item:

• Contact us within 7 days
• We will arrange collection and send the correct item or issue a refund

9. Service Delays or Non-Delivery

If your service or product is delayed beyond the agreed timeline:

• Contact us for investigation
• Where necessary, we will provide:
  
  • A rescheduled service
  • Replacement
  • Refund (if applicable)

10. Order Cancellation

To cancel an order:

• Contact us immediately after placing it

If the order has not been processed:

• A full refund will be issued

If already processed or dispatched:

• It will be treated under the standard return process

11. How to Request a Return or Refund

Step 1: Contact Us

Email us within 30 days with:

• Order number
• Proof of purchase
• Reason for return or issue

Step 2: Approval

Once reviewed, we will provide return instructions.

Step 3: Prepare Item

Ensure the product is:

• Unused
• Properly packaged

Step 4: Return Shipment

Send the item based on the instructions provided.

12. Refund Processing

• Once we receive and inspect the item, we will notify you
• Approved refunds will be processed within 10 business days
• Refunds will be issued to the original payment method
• No restocking fees apply

13. Late or Missing Refunds

If you haven’t received your refund:

• Check your bank account
• Contact your payment provider
• Contact your bank

If the issue persists, contact us directly.

14. Sale Items

Discounted or promotional items are eligible for return under the same conditions as regular items.

15. Exchanges

We allow exchanges for:

• Defective products
• Eligible unused items within 30 days

16. Return Shipping

Returns are accepted via mail only, and a prepaid return label is included with your original order at no extra cost. We recommend keeping your drop-off receipt as proof until your return is fully processed, as we cannot be held responsible for items lost in transit without valid tracking.

17. Contact Us

For any questions or support regarding returns or refunds:

📞 Phone: +254 754 404 499
📧 Email: info@biodigester.co.ke
🌐 Website: www.biodigester.co.ke