Overview

• Nairobi: same-day delivery on orders paid before 1:00pm
• Mombasa, Kisumu, Nakuru, Eldoret: 1 to 2 working days
• Other major towns: 2 to 3 working days
• Remote counties: 3 to 5 working days
• All 47 counties covered

Delivery Fees

Nairobi fees calculated at checkout. For other counties, WhatsApp us to confirm before you pay.

Coverage Areas

All 47 counties. Broken down by speed:

Delivery Timeline

What to Expect on Delivery Day

• You will receive a WhatsApp message when your order has been dispatched, including an estimated arrival time.
• For Nairobi, the delivery person will call you approximately 20 to 30 minutes before arriving. For other counties, the courier will contact you on the day of arrival.
• Please ensure someone is available to receive the order at the address you provided.
• Inspect your order on receipt. If anything is wrong, such as a wrong item or damaged packaging, raise it with the delivery person immediately or WhatsApp us within 24 hours.

Delivery Issues

Failed Delivery

If delivery fails because you were unreachable or unavailable, we will attempt re-delivery once at no extra charge. If a second attempt also fails, the order will be held for 48 hours. After 48 hours, the order will be treated as cancelled and a refund will be processed minus the original delivery fee.

Damaged or Wrong Items

If your order arrives damaged or contains the wrong items, photograph the items and WhatsApp us within 24 hours of delivery. We will arrange collection and replacement or a full refund at our cost. Do not use the product if it appears damaged or tampered with.

Delayed Delivery

If your Same-day in Nairobi is not completed by 8:00pm, WhatsApp us immediately. We will investigate and either complete delivery that evening or reschedule to the next morning. For courier deliveries outside Nairobi, any delay beyond the quoted window is flagged to the courier and passed back to you. If a significant delay is caused by us, we refund the delivery fee.

Returns Overview

7 days from delivery. Unused and sealed. Full refund or replacement.

What Qualifies for a Return

The following circumstances qualify for a full return and refund or replacement:

• Wrong item delivered: you received a product different from what you ordered.
• Damaged on arrival: the product arrived with damaged packaging or contents that suggest the product has been compromised.
• Significantly not as described: the product is materially different from the description provided on our website.
• Unused, unopened items: if you change your mind, we accept returns of unopened, unused products in original condition within 7 days of delivery.
• Allergic reaction: if a product causes an unexpected allergic reaction, contact us immediately. We take safety seriously and will work with you on a resolution.

What Does Not Qualify for a Return

The following circumstances do not qualify for a return under our policy:

• Products that have been opened and used where the reason for return is personal preference or changed mind.
• Products returned after the 7-day return window.
• Products where the original packaging has been disposed of or significantly damaged by the customer.
• Products where there is evidence of misuse, storage in incorrect conditions, or use contrary to the product's instructions.
• Situations where the customer was informed of product properties (such as strong scent, texture, or colour) before purchase and the return reason relates to these disclosed characteristics.

How to Initiate a Return

1. Contact us on WhatsApp at 0726 136 862 within 7 days of delivery. Include your Order ID and a brief explanation of the issue.
2. Send photographs of the item and its packaging. This helps us process your return faster and understand what went wrong.
3. Receive confirmation: we will review your request and respond within 24 hours confirming whether the return is approved and arranging collection.
4. Collection or return shipping is arranged: for Nairobi orders we collect from your door at our expense. For orders outside Nairobi, we send a prepaid courier code so you can send the item back at our cost. Do not return items without prior confirmation.
5. Refund or replacement: once we receive and inspect the returned item, your M-Pesa refund or replacement will be processed within 48 hours.

Refunds

Refunds are processed exclusively via M-Pesa to the phone number used for the original payment. We do not issue cash refunds. The original M-Pesa transaction confirmation is required as proof of payment.

Damaged or Incorrect Items on Arrival

If your order arrives damaged or incorrect, please take the following steps:

1. Do not use the product if packaging appears tampered with or if there are obvious signs of damage.
2. Photograph the item and packaging clearly, including any damage.
3. WhatsApp us at 0726 136 862 within 24 hours of delivery with your Order ID and photos.
4. We will arrange collection and send a replacement or issue a full refund, whichever you prefer, within 48 hours.

In all cases involving wrong or damaged items, Biozone Chemicals bears the full cost of collection, replacement, and re-delivery. You will not be charged for any aspect of resolving a mistake on our part.

This Privacy Policy explains how Biozone Chemicals ("we", "us", "our") collects, uses, and protects personal information provided by customers ("you") when using our website or placing orders via WhatsApp. By purchasing from us, you agree to the terms set out in this policy.

Information We Collect

We collect only the minimum information necessary to process and deliver your order:

• Name: used to address you and label your order.
• Phone number: used to confirm your order, coordinate delivery, and send your WhatsApp order confirmation. Also used as the M-Pesa reference for your payment.
• Delivery address: used solely to deliver your order to the correct location.
• Email address: optional. Collected only if provided and used for order confirmation or support responses.
• Order details: the products you ordered, quantities, and order value. Retained for our internal records.

How We Use Your Information

We do not use your information for unsolicited marketing. We do not add you to mailing lists without your explicit consent. If you have ordered from us and receive a WhatsApp message about a new product or promotion, it is because you have previously engaged with us and we believe you may find it relevant. You can opt out at any time by replying "STOP".

Who We Share Your Information With

We do not sell, rent, or trade your personal information with any third party for commercial purposes. Period.

Your information may be shared only in the following limited circumstances:

• Delivery personnel: your name, phone number, and delivery address are shared with the person delivering your order, solely for the purpose of completing delivery.
• Legal obligation: if required by law or a legitimate legal process, we may disclose your information to the relevant authorities.

We do not share your data with advertising platforms, analytics companies, or any other commercial third parties.

WhatsApp Communications

A significant portion of our business is conducted over WhatsApp. When you message us on WhatsApp to place an order or seek support, the following applies:

• Conversations are retained by WhatsApp in accordance with their own Privacy Policy. We encourage you to review WhatsApp's privacy terms.
• We do not screenshot or share your WhatsApp conversations with any third party.
• Your phone number, as used on WhatsApp, is stored in our business contacts solely for order management and customer service purposes.
• You can request deletion of your contact details from our records at any time by sending "DELETE MY DATA" on WhatsApp.

Your Rights

You have the following rights regarding your personal information:

• Right to access: you can request a summary of the personal information we hold about you at any time.
• Right to correction: if any information we hold is inaccurate, you can request it be updated.
• Right to deletion: you can request that we delete your personal information from our records, subject to any legal retention requirements.
• Right to opt out of marketing: you can opt out of any promotional communications by replying "STOP" on WhatsApp or emailing us.

To exercise any of these rights, contact us at biozonechemicals@gmail.com or WhatsApp us at 0726 136 862.

Data Security

We take reasonable steps to protect your personal information from unauthorised access, loss, or misuse. These steps include:

• Limiting access to customer records to authorised team members only.
• Not storing payment card details. M-Pesa transactions are processed through Safaricom infrastructure, not stored on our systems.
• Using WhatsApp's end-to-end encryption for all order communications.

No data transmission over the internet or digital communications system is completely secure. While we implement industry-standard safeguards, we cannot guarantee absolute security.

Privacy Questions & Contact

If you have any questions about this Privacy Policy or how we handle your personal data, contact us:

We reserve the right to update this Privacy Policy at any time. Significant changes will be communicated to active customers via WhatsApp. Continued use of our services after changes are posted constitutes acceptance of the updated policy.

These Terms and Conditions ("Terms") govern all transactions between Biozone Chemicals ("we", "us", "our") and the customer ("you") for purchases made through our website or via WhatsApp. By placing an order with us, you confirm that you have read, understood, and agree to these Terms.

1. Acceptance of Terms

By accessing our website or placing an order through any channel (website checkout, WhatsApp, phone), you confirm that you are at least 18 years of age, or are placing an order with the knowledge and consent of a parent or guardian, and that you agree to be bound by these Terms.

These Terms apply to all orders placed with Biozone Chemicals, whether through the website or directly via WhatsApp. These Terms do not affect your statutory consumer rights under applicable Kenyan law.

2. Products and Pricing

All product descriptions, images, and prices displayed on our website are for informational purposes. We make every effort to ensure accuracy but reserve the right to correct errors at any time without prior notice.

Prices are displayed in Kenyan Shillings (KSh) and are inclusive of any applicable taxes. Delivery fees are shown separately and calculated at checkout.

We reserve the right to discontinue any product, change prices, or update product descriptions at any time. If a price error affects your placed order, we will contact you before processing payment.

Product images on the website are for illustration purposes. Actual product appearance, packaging, and colour may vary slightly from images shown.

3. Ordering Process

An order is placed when you complete checkout on our website and receive an Order ID, or when a WhatsApp order is confirmed in writing by a Biozone team member. Receipt of an Order ID or WhatsApp confirmation constitutes an order acknowledgement but does not constitute acceptance of your order.

Order acceptance occurs upon receipt of your M-Pesa payment and our confirmation of the same via WhatsApp. We reserve the right to decline or cancel any order before dispatch for reasons including product unavailability, payment issues, or suspected fraudulent activity.

If we cancel an order after payment has been received, a full M-Pesa refund will be issued to the original payment number within 48 hours.

4. Payment Terms

Payment for all orders is due before dispatch. We accept M-Pesa only via Lipa na M-Pesa Paybill:

• Business Number: 247247
• Account Number: Your Order ID

It is your responsibility to use the correct Order ID as the account number. Incorrect account numbers may result in payment not being matched to your order. If you make a payment with the wrong account number, contact us immediately on WhatsApp with your M-Pesa transaction confirmation message.

We do not store or have access to your M-Pesa PIN or mobile money account credentials. All M-Pesa transactions are processed securely through Safaricom's infrastructure.

In the event of a payment dispute, we will request the original M-Pesa transaction confirmation message as proof of payment. Screenshots of M-Pesa messages are accepted.

5. Delivery

Delivery timelines and fees are governed by our Delivery Policy, which forms part of these Terms. By placing an order, you accept the delivery conditions set out in that policy.

Risk in the products passes to you upon delivery. You are responsible for inspecting your order at the time of delivery and reporting any issues within 24 hours.

We are not liable for delivery delays caused by circumstances beyond our reasonable control, including road closures, severe weather, or civil disturbances. In such cases, we will communicate with you as promptly as possible and arrange the earliest possible alternative delivery.

6. Returns and Refunds

Returns and refunds are governed by our Returns & Refunds Policy, which forms part of these Terms. By placing an order, you accept the return conditions set out in that policy.

All refunds are processed to the M-Pesa number used for the original payment. Refunds to third-party accounts are not possible.

7. Limitation of Liability

Biozone Chemicals shall not be liable for any indirect, incidental, or consequential damages arising from the use or inability to use our products, except where such liability cannot be excluded under applicable Kenyan consumer law.

Our total liability for any claim arising from a purchase shall not exceed the amount paid by you for the product in question.

Product use: Our products are for personal use and are described in detail on our website. It is your responsibility to read product descriptions, including ingredients and usage instructions, before use. If you have known allergies or skin conditions, we strongly recommend a patch test before full use. We are not liable for adverse reactions resulting from failure to follow usage instructions or from undisclosed pre-existing conditions.

Biodigester products: The Biodigester Maintenance product is designed for standard residential biodigester and septic systems. We are not liable for any system damage resulting from incorrect dosage, use in incompatible systems, or failure to follow included instructions.

8. Intellectual Property

All content on the Biozone Chemicals website (including text, product descriptions, images, logos, and design) is the property of Biozone Chemicals and is protected by applicable intellectual property laws.

You may not reproduce, distribute, or use any content from our website for commercial purposes without our prior written consent. Personal, non-commercial use (such as sharing a product link) is permitted.

9. Governing Law and Disputes

These Terms shall be governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes arising from these Terms or any transaction with Biozone Chemicals shall be subject to the exclusive jurisdiction of the courts of Kenya.

Dispute resolution: We strongly encourage customers to contact us directly in the first instance if any issue arises. The majority of disputes can be resolved quickly and fairly through direct communication on WhatsApp or email. We are committed to resolving any customer complaints fairly and promptly.

10. Amendments

We reserve the right to update these Terms at any time. Material changes will be communicated to customers via WhatsApp or email. Continued use of our services after changes are posted constitutes acceptance of the updated Terms. The date of the most recent revision is shown at the bottom of this page.

11. Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that the Terms shall otherwise remain in full force and effect.

12. Contact

For questions about these Terms, contact us at biozonechemicals@gmail.com or WhatsApp 0726 136 862.