At Bio Digester Experts Kenya, we are committed to delivering high-quality biodigester systems and professional sanitation services. This policy outlines our transparent process for handling returns, exchanges, and refunds within Kenya.

1. 30-Day Return Eligibility

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 its original condition.

• The product must be returned with original packaging (where applicable).

• The request must be initiated within the 30-day window.

• A valid receipt, invoice, or proof of payment is required.

2. Non-Returnable Items & Services

Due to the technical and permanent nature of certain works, the following are non-returnable:

• Installed biodigester systems once they have been commissioned and used.

• Customized or site-specific engineering installations.

• Used or altered biological products (enzymes/bacteria).

3. Change of Mind

If you change your mind within 30 days of purchase, you are eligible for a full refund, provided the item is unused and in original packaging. Approved refunds will be processed to the original payment method within 10 business days.

4. Faulty Products or Installation Issues

If a product or installation has a defect, contact us within 30 days. After verification (which may include photos or a site visit), we will offer:

• Repair or Correction: At no cost to the customer.

• Replacement: For defective components or products.

• Refund: Where a suitable repair or replacement is not possible.

5. Damaged or Incorrect Orders

• Damaged Items: Notify us within 48 hours of delivery with photos of the item and packaging. We will arrange a replacement or repair immediately.

• Incorrect Orders: If you receive the wrong item, contact us within 7 days to arrange an exchange or refund at our expense.

6. Return Shipping & Logistics

We offer Free Return Shipping on all eligible returns. Due to the scale of our products, logistics methods vary:

For Small Items (Enzymes/Components): We will provide a prepaid return shipping label via email or WhatsApp. You may drop the package at our designated logistics partner (Wells Fargo or G4S) at no cost.

• For Large Systems (1M³ – 4M³ Tanks): Due to the specialized handling required, our technical team will coordinate professional collection from your site using our transport partners.

• Restocking Fees: We do not charge any restocking fees.

7. Refund Processing

Once we receive and inspect your return, we will notify you of the status. Approved refunds are credited to the original payment method (M-Pesa or Card) within 10 business days.

8. Contact Us

For any questions regarding returns or to initiate a request:

Phone: +254 754 404 499
Email: info@biodigester.co.ke
Physical Address: NewHome Center, Ruiru, Nairobi – Kenya
Website: www.biodigester.co.ke