Return policy
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We stand behind every pack and every delivery. Here is how it works. We make our biltong fresh without artificial preservatives. That means there is nothing in the pack to mask a problem, and nothing for us to hide behind either. If something is not right, we want to know. We will sort it out. |
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How returns work |
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UNOPENED PRODUCTS Contact us within 30 days of delivery with your order number and a photo. We will replace it or issue a full refund. No questions asked. |
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OPENED PRODUCTS We accept returns where there is a genuine quality issue. If the product does not meet the standard we have described, we want to know about it. Send us your order number, a description of the issue, and a photo where possible. We cannot accept returns on opened products based on flavour preference alone. |
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DAMAGED OR INCORRECT ORDERS Report the issue within 7 days of receiving your order. Include clear photos and your order number. We will cover the return shipping cost and replace or refund the affected items. |
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What is not covered |
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Refund timeline |
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Once a return or refund is approved, allow 5 to 7 business days for the funds to clear back through your original payment method. |
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Order cancellations and subscription management |
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ONE-OFF ORDERS Orders can be changed or cancelled if you contact us before we start processing. Once an order has been dispatched we are not able to cancel it, but our returns policy applies from that point. Reach out as soon as you can. The earlier you contact us, the more options we have. |
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SUBSCRIPTION ORDERS Delivery frequency, flavour selection, and billing can all be managed through your account portal at any time. Depending on the subscription pack there may be a lock-in period. Check the terms and conditions of the subscription you are considering purchasing before buying. If you are unsure then please contact us. |
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Get in touch |
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We are a small, family run business and we take every message seriously. If something is not right, reach out. We will sort it out. CONTACT DETAILS Email: info@biltongbutcher.com Response time: 24 hours during business hours. You will not be left hanging. |
