At Bio Tank Africa, we want you to be confident in every product you buy from us. This policy explains what can be returned or exchanged, how long you have, and what to do if something is wrong with your order. It applies to purchases delivered within Kenya.
At a Glance
| Returns accepted for | Defective, damaged or incorrectly supplied products only |
| Return window | 7 days |
| Product condition | New: unopened, in original packaging or never used |
| Exchanges | Yes, for broken goods (no refunds) |
| Return method | In store |
| Return shipping cost | Paid by the customer |
| Restocking fee | None |
| Proof of purchase | Receipt / invoice |
1. Returns
We accept returns for defective products only. If your product arrives defective, damaged or is not what you ordered, please follow the steps in Section 8 so we can put it right. We do not accept returns of products that are not defective.
2. Exchanges
We do accept exchanges for broken goods. Please note that payment already made is fully applied to the exchange product, so refunds are not offered. Repairs are our first remedy for defective products (see Section 8).
3. Product Condition
To be eligible for a return or exchange, the product must be new: unopened, in its original packaging, or never used.
4. Return Window
You have 7 days to return a product. This window applies throughout the year and is not extended during holiday or promotional periods.
5. How to Return a Product
Returns are made in store. Please bring the product, together with your proof of purchase, to: Thika: 168 Park Avenue, Garissa Road
6. Return Shipping Costs
The customer pays any cost of returning a product to us. Bio Tank Africa does not provide a return shipping label.
7. Restocking Fees and Refunds
- There is no restocking fee.
- Refunds are not offered. Eligible products are repaired or exchanged as described in this policy.
- The original delivery fee is not refundable.
8. Defective, Damaged or Incorrect Products
If your product is defective, damaged or incorrect, please follow these steps:
- Report it early. Please check your product and report any problem before collection.
- Contact customer service. Let our customer service team know what is wrong with your order.
- Send photos or videos. Please provide clear photos or videos showing the defect or damage.
- We repair it. Once your report is confirmed, Bio Tank Africa will repair the product.
9. Proof of Purchase
When requesting a return or exchange, please provide your receipt or invoice.
11. Contact Us
Questions about a return, exchange or delivery? Our customer service team is happy to help.
Phone +254709006300
Email: info@biotankbiodigester.com
