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Refund policy

Returns & Refunds

This policy applies to orders placed on bestbiltong.com. The seller is Buy South Africa Limited, trading as Best Biltong – Your South African Shop. The company is registered in England and Wales, company no. 7891926, VAT no. 129330820. Its registered office is 61 Surbiton Road, Kingston upon Thames, KT1 2HG.

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

1. Changing your mind (14-day cancellation right)

For most items, you can cancel your order for any reason within 14 days of the day after you receive it. If your order arrives in more than one delivery, the 14 days run from the day after the last item arrives.

To cancel, tell us clearly by email to hello@bestbiltong.com or by phone on 020 8547 3845. You don't need to give a reason or use a special form. Please include your order number.

  • Send the items back within 14 days of telling us, to: 61 Surbiton Road, Kingston upon Thames, KT1 2HG.
  • You pay the cost of returning the items.
  • We'll refund the price of the items and your original delivery charge, up to the cost of our cheapest standard delivery option.
  • We'll refund you within 14 days of receiving the items back, or of you showing proof that you've sent them, whichever is sooner.
  • Refunds go back to your original payment method.
  • If an item has been used or handled more than you would need to in a shop, we may reduce the refund to reflect its reduced value.

2. Items you can't cancel for a change of mind

The 14-day right doesn't apply to:

  • Perishable goods that deteriorate or expire rapidly. This includes fresh and frozen meat, boerewors, biltong, drywors, baked goods and chilled items.
  • Sealed food or drink that you've opened after delivery. These can't be resold for health and hygiene reasons.

Unopened non-perishable items can be returned under section 1. This includes tins, jars, packets, unopened wine and spirits, and non-food items.

3. Faulty, damaged, incorrect or missing items

If anything arrives damaged, faulty, spoiled, incorrect or missing, contact us and we'll put it right. This applies to perishable items too.

  • Please let us know as soon as possible, ideally within 48 hours for fresh or chilled goods. This helps us investigate with the courier.
  • Photos of the item and its packaging help us deal with your claim quickly.
  • Within 30 days of delivery, you're entitled to a full refund for a faulty item. After that, we'll offer a repair, replacement or refund in line with your legal rights.
  • If we need the item back, we'll pay the return costs.

Dented tins. We pack tins carefully, but dents can happen in transit. If a tin is leaking, bulging, rusted or dented on its seam or seal, please don't eat the contents. Contact us for a replacement or refund. If you're unhappy with the condition of any item, just get in touch.

4. Alcohol (age-restricted products)

Alcohol can only be ordered and received by people aged 18 or over. We operate Challenge 25: if the person receiving the delivery looks under 25, the courier will ask for valid photo ID, such as a passport, UK driving licence or PASS card.

The courier will refuse delivery if valid ID isn't shown, if the recipient is under 18, or if the parcel appears to be accepted on behalf of someone under 18. Alcohol can't be left in a safe place or with an unattended address.

If delivery is refused for these reasons, the goods will be returned to us. We'll refund the price of the goods [less the original delivery charge].

5. Deliveries

Your order is our responsibility until it is delivered to you, or to a person or place you have nominated. If your parcel is lost or delayed, please contact us and we'll help.

6. Contact us

Email: hello@bestbiltong.com
Phone: 020 8547 3845
Post: Buy South Africa Limited, 61 Surbiton Road, Kingston upon Thames, KT1 2HG.