Refund policy

Perishable goods – all sales final: Because our biltong is a fresh, perishable food product, all sales are final and we cannot accept returns or exchanges for change of mind or taste preference. If your order arrives damaged, spoiled, or incorrect, email us at orders@btbiltong.com within 7 days of delivery and we'll make it right with a replacement or refund.

 

For damaged, defective, or incorrect items, you have 30 days after receiving your order to request a replacement or refund.

To be eligible, your item must be unopened, in its original packaging, and in the same condition that you received it. You'll also need your order number or proof of purchase. 

To start a return or report a problem, email us at orders@btbiltong.com. If a return is needed, please send items to: 1304 Maple Ave, Austin, TX 78702.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return question at orders@btbiltong.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at orders@btbiltong.com.