Refund & Return Policy

At Truro Biltong, we are committed to providing our customers with high-quality biltong and an exceptional online shopping experience. Our Refund & Returns Policy outlines the procedures for handling instances where a product is wrongly supplied, defective, or does not meet our quality standards.

1. Wrongly Supplied Products:

If you receive a product that does not match your order or is wrongly supplied, please contact our customer service team within 7 days of receiving the item. We will arrange for a refund or replacement, depending on your preference. To initiate this process, kindly provide your order number and clear photographic evidence of the incorrectly supplied product.

2. Defective Products:

Products showing excessive salt build-up or mold within the Best Before date (6 weeks) are considered defective. If you encounter such an issue, please contact us within 7 days from the date of receiving the product. We will be happy to offer you a refund or send a replacement. To facilitate the resolution, please include your order number and clear images showcasing the defect.

3. How to Contact Us:

For all refund and return inquiries, please reach out to our customer service team via email: orders@trurobiltong.com or through our “Contact Us” page on the website. Include your order number, a detailed description of the issue, and attach relevant photographs for a quicker resolution.

4. Return Process:

If a return is necessary, our customer service team will guide you through the return process, including providing you with a return authorization and instructions on how to return the item. The returning item/s must be packed, in its original packaging with sufficient protective packaging so that it can travel safely back to us. Returns that are not in accordance with the above instructions will incur a 10% repackaging fee.

5. Refund Method:

Refunds will be processed using the original payment method used for the purchase. Please allow 7-10 working days for the refund to reflect in your account.

6. Exceptions:

This Refund & Returns Policy is applicable only to products purchased directly from Truro Biltong via our official website. If you purchased our products through a third-party retailer, please refer to their respective refund and returns policies.

7. Shipping Costs Disclaimer:

We will cover the return shipping costs only for cases involving incorrect flavours ordered or incorrect item deliveries. For other return reasons, including changes of mind or ordering the wrong product, the customer is responsible for the shipping costs.

8. Changes to the Policy:

Truro Biltong reserves the right to update or modify this Refund & Returns Policy at any time. Customers will be notified of any changes through our website.

Thank you for choosing Truro Biltong. We value your satisfaction and are dedicated to resolving any issues promptly and efficiently.