Terms and Conditions

Last Updated: 1st February 2026

1. Company Information

Taiwill is a registered business name in Kenya (Registration Number: BN-93SQZB9P).

Physical Address: Taiwill, Room SS1, 2nd Floor, Pilot Building, Duruma Rd, Nairobi, Kenya

Contact: +254 797 201 493 | WhatsApp | info@taiwill.com

Business Hours: 8:00 AM – 6:00 PM, Monday to Saturday (Closed Sundays and public holidays)

2. Order Acceptance and Payment Terms

2.1 Payment Methods

• M-Pesa: Pay securely via mobile money using Pochi La Biashara (to +254 797 201 493).
• Direct Bank Transfer: Full payment must be made to Account Number: 121889669840570 (KCB Bank) before order dispatch.
• Cash on Delivery (COD): Available for all locations within Kenya. Payment is collected upon delivery after visual inspection.

2.2 Payment Terms

• For M-Pesa and Bank Transfer orders, full payment must be completed before we dispatch your order.
• Cash on Delivery orders must be paid in full upon delivery.
• All prices are in Kenyan Shillings (KES) and inclusive of VAT where applicable.

2.3 Order Confirmation

Orders are confirmed only after payment verification. You will receive confirmation via SMS, email, or WhatsApp.

3. Shipping and Delivery

3.1 Shipping Coverage

We ship exclusively within Kenya (KE). All products share the same shipping cost and delivery options.

3.2 Processing and Delivery Times

• Order Processing: Orders placed before 6:00 PM (Nairobi time) are processed same business day.
• Handling Time: 1–2 business days
• Transit Time: 1–5 business days
• Total Delivery Estimate: 2–7 business days from order confirmation

3.3 Shipping Fees

Flat Shipping Fee: KES 500 per order (no additional charges based on weight, size, or location).

Shipping charges are non-refundable unless the return is due to an error by Taiwill.

3.4 Delivery Conditions

• Customers must provide accurate delivery addresses.
• For COD orders, visual inspection is limited to confirming the item is correct and undamaged.
• Taiwill is not responsible for delays caused by courier services or circumstances beyond our control.
• Tracking notifications are sent via SMS, email, or WhatsApp.

4. Returns, Exchanges and Refunds

Full details available in our Return, Exchange & Refund Policy

4.1 Return Conditions

• Return requests must be made within 7 business days of delivery.
• Products must be unused, in original packaging, and in resalable condition.
• Valid proof of purchase required.
• Custom/specially ordered items are not returnable unless defective or delivered in error.

4.2 Return Process

• All returns require prior approval from our team.
• Return shipping costs are the customer's responsibility unless the item was defective, damaged, or sent incorrectly.
• Original shipping fees are non-refundable unless the return is due to our error.
• No restocking fees are charged.

4.3 Refunds and Exchanges

• Refunds are processed to the original payment method within 7 business days of receiving and inspecting the return.
• Exchanges are accepted for eligible items (unused, in original packaging).
• Contact us first to initiate any return or exchange.

5. Privacy and Data Protection

Full details available in our Privacy Policy

5.1 Data Collection and Use

We collect personal information (name, contact details, payment information) to process and deliver your orders, communicate updates, and improve our services.

5.2 Data Sharing

We share necessary information with trusted third-party service providers:

• Courier Partners: Name, phone number, and delivery address for shipping.
• Payment Processors: Payment details through secure, encrypted gateways.

We do not sell, rent, or trade your personal information for marketing purposes.

5.3 Your Rights

You have the right to access, correct, or delete your personal data, and to opt out of marketing communications.

6. Product Information and Warranties

• Product images are for illustrative purposes; actual items may vary slightly.
• We strive for accurate product descriptions but cannot guarantee complete absence of errors.
• Manufacturer warranties apply where indicated; Taiwill facilitates warranty claims per manufacturer terms.
• Defective products are covered under our return policy and applicable warranties.

7. Limitation of Liability

• Taiwill's liability is limited to the purchase price of the product.
• We are not liable for indirect, incidental, or consequential damages.
• We are not responsible for misuse, improper installation, or unauthorized modifications of products.

8. Governing Law and Dispute Resolution

• These Terms are governed by Kenyan law.
• Disputes shall be resolved amicably through direct communication with our customer service.
• Unresolved disputes may be submitted to the courts of Nairobi, Kenya.

9. Policy Updates

We may update these Terms and Conditions periodically. The latest version will be posted on our website with the updated date. Continued use of our services constitutes acceptance of updated terms.

10. Contact Information

For questions about these Terms and Conditions:

Taiwil,
Room SS1, 2nd Floor, Pilot Building
Duruma Rd, Nairobi, Kenya

Phone: +254 797 201 493
WhatsApp: +254 797 201 493
Email: info@taiwill.com