Returns Policy

In this policy, "we", "us" and "our" refer to us, The Biltong Merchant Ltd.

In this policy, "you" and "your" refer to you, the customer.



INTRODUCTION

We want you to be satisfied with your purchase from The Biltong Merchant and we are confident that quality control is paramount amongst our producers. 

However, if you are dissatisfied with goods purchased through The Biltong Merchant’s Ecommerce website, you may return it for the following reasons:

  1. The product is faulty: ie - the meat is spoiled or the packaging torn open on arrival.
  2. The product was shipped to you in error by us.
  3. The incorrect product has been shipped to you and does not match what you ordered on The Biltong Merchant Ecommerce website.

Food products are generally considered non-refundable, as perishable goods. However, we promise to deal with all refund requests fairly and as quickly as possible: great customer service is important to us and our suppliers.

 

TO REQUEST YOUR REFUND

As part of the refund process, we require the following:

  1. That no more than 10% of the product has been consumed.
  2. You must provide photographic evidence of the spoiling or damage. Email the photos, along with the order number, receipt and as much detailed information as possible to info at thebiltongmerchant com.
  3. You must contact us within 14 days of delivery to report faulty or damaged goods. After 14 days, we reserve the right to refuse a refund.
  4. If the damage has been caused in transit, we will need more time to investigate the issue with the producer and/or the courier service: we will keep you informed of the progress throughout.
  5. Refund requests will not be considered if you have signed for the goods as received in good condition.

 

REFUNDS (if applicable)

  1. We may ask you to return the product to us, dependent on the clarity of the photographic evidence you have provided.
  2. You will be required to pay for the return shipping. However, if we agree that the error is ours, we will reimburse you at the time of refund.
  3. Once your return is received and inspected, we will notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  4. If your refund is approved, then your refund and shipping reimbursement will be processed, and a credit will automatically be applied to your credit card or original method of payment by us within 3 working days.

 

LATE OR MISSING REFUNDS (if applicable)

    1. If you haven’t received the agreed refund yet, first check your bank account again.
    2. Then contact your credit card company, it may take some time before your refund is officially posted.
    3. Next contact your bank. There is often some processing time before a refund is posted.
    4. If you’ve done all of this and you still have not received your refund, please contact us at info at thebiltongmerchant com.

 

SALE ITEMS

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

EXCHANGES (if applicable)

    1. We only replace items if they are defective or damaged.
    2. If you need to exchange it or return it due to a change of mind, send us an email to info at thebiltongmerchant com and send your item to the address below. NB: all return costs are your responsibility.

 

SHIPPING

  1. To return your product, you should mail your product to: The Biltong Merchant, 103 Westfield Rd, Southsea, Hampshire, PO4 9EP, United Kingdom.
  2. You will be responsible for paying for your own shipping costs for returning your item.
  3.  We will reimburse shipping only if the refund reason is our error. If you are returning a product as a “change of mind” then shipping costs are non-refundable.
  4. If you receive a refund, the cost of return shipping will be deducted from your refund.
  5. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
  6. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.