Policies
Returns & Refunds Policy
If your order arrives damaged, is not what you ordered, or simply isn't right, we'll fix it. Here's exactly how that works. Last updated October 2026.
What we'll always make right
Biltong is perishable, so we treat every complaint as urgent. We'll replace or refund you when:
- your order arrives damaged, punctured or crushed in transit;
- the biltong or droëwors is mouldy, off-smelling or not up to our standard;
- you receive the wrong item or flavour;
- something you paid for is missing from the parcel;
- your parcel never arrives.
What we can't accept
Because meat products can't be restocked or resold once they leave our hands, we're unable to take back:
- opened or partially eaten packs returned for taste preference, or because a flavour was hotter or saltier than expected (every product page shows the spice and fat levels so you can choose with confidence);
- orders where the storage instructions weren't followed — see our FAQ for how to store biltong once opened;
- products kept well past their shelf life;
- damage or shortages reported later than 48 hours after delivery.
That said, if something isn't right, talk to us. Even where a refund isn't possible, we'd rather hear from you and find a way to make it lekker.
Timeframes for reporting a problem
| Issue | Report Within |
|---|---|
| Damaged, mouldy or quality issue | 48 hours of delivery |
| Wrong item, wrong flavour or missing item | 48 hours of delivery |
| Parcel not delivered | 2 business days after the estimated date |
How to start a return or refund
1. Tell us what happened
Email hello@biltongboeties.co.za with your order number and a short description of the problem.
2. Send a photo or two
A photo of the product and the outer packaging helps us see what went wrong and fix it fast — usually the same day.
3. We make it right
We reply within one business day with a replacement, refund or store credit. You never have to courier spoiled biltong back to us.
Please don't send perishable products back without speaking to us first — we'll tell you whether to dispose of the item or hold onto it, and we'll arrange collection where it's needed.
Your resolution options
Replacement (our go-to). For damaged, faulty or incorrect items we courier a replacement at our cost on our next dispatch day, with no delivery fee.
Refund to your original payment method. We process refunds within 2 business days of approving them, and the money reflects in your account within 7–10 business days depending on your bank.
Store credit. Prefer to stay stocked up? We can issue credit for the full value, which we'll email to you as a discount code.
Your rights
Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008. All goods carry an implied six-month warranty against defects, and because biltong is perishable it falls outside the cooling-off right that applies to ordinary online purchases. If you believe we've got it wrong, contact us — and if we can't resolve it, you're free to take it further through the National Consumer Commission.
Something not right with your order?
Email hello@biltongboeties.co.za with your order number and we'll get on it right away.