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Terms of service

Terms and Conditions of Sale

1. About us

bestbiltong.com is operated by Buy South Africa Limited, trading as Best Biltong – Your South African Shop.

  • Registered in England and Wales, company no. 7891926
  • VAT no. GB129330820
  • Registered office: 61 Surbiton Road, Kingston upon Thames, KT1 2HG
  • Email: hello@bestbiltong.com
  • Phone: 020 8547 3845 (Monday–Friday, 9am–5pm)

These terms apply to all orders placed through our website or by phone. They don't affect your legal rights as a consumer.

2. Who can buy

You must be 18 or over to place an order. Our products are sold for personal use and not for resale.

3. Placing an order

You can order online at any time, or by phone during office hours. Phone orders carry a 10% handling charge. We'll tell you the total before you confirm.

When you order, we'll email you to say we've received it. That email doesn't mean we've accepted your order. A contract is formed when we email you to confirm your order has been dispatched.

We may decline an order, for example if an item is out of stock, if there's a pricing error, or if we can't deliver to your address. If we do, we'll let you know and refund any payment in full.

4. Stock, back orders and special orders

  • Out of stock. If an item is out of stock after you order, we'll contact you. You can then wait for it or cancel and get a full refund for that item.
  • Special orders. If we import something from South Africa specially for you, we'll confirm the price and expected timescale before we place the order with our supplier. Your cancellation rights under our Refund Policy still apply.
  • Best-before dates. We don't knowingly sell food past its best-before date without telling you. Any discounted short-dated items will be clearly labelled on the product page.

5. Prices and payment

  • Prices are in pounds sterling and include VAT.
  • Delivery charges are shown at checkout before you pay.
  • Payment is taken when you place your order, using the methods shown at checkout.
  • Special offers last only while stocks last, or until the date shown.
  • If we've made an obvious pricing error, we'll contact you before dispatch. You can then pay the correct price or cancel for a full refund.

6. Delivery

Delivery options, charges, areas and timescales are set out in our Shipping Policy.

  • Delivery dates are estimates. Unless we agree otherwise, we'll deliver within 30 days of accepting your order.
  • Fresh meat is packed to order and dispatched on Wednesdays and Thursdays for next-day delivery. Orders must reach us by 11am on Thursday to go out that week.
  • We can't send fresh meat to some areas of Scotland, Northern Ireland or the Channel Islands.
  • Your order is our responsibility until it is delivered to you, to someone at your address, or to a safe place or neighbour you've nominated.
  • Fresh and chilled goods must be refrigerated or frozen on arrival. Please make sure someone is available to receive them.
  • If a parcel is returned to us because nobody was available and it wasn't collected from the depot, we may charge for redelivery.
  • If perishable goods spoil because a delivery fails for this reason, we may not be able to offer a refund for them.

7. Alcohol

Alcohol can only be ordered by, and delivered to, people aged 18 or over. By ordering alcohol, you confirm that you are 18 or over.

We operate Challenge 25. Our courier will ask anyone who looks under 25 for valid photo ID, and will refuse delivery if ID isn't provided or they believe the recipient is under 18. Alcohol can't be left in a safe place or at an unattended address.

We are licensed under the Licensing Act 2003

8. Cancellations, returns and refunds

Your rights to cancel, return goods and receive refunds are set out in our Refund Policy, which forms part of these terms. In summary:

  • You have 14 days to change your mind about most non-perishable items.
  • Perishable goods, and sealed food or drink opened after delivery, can't be returned for a change of mind.
  • Faulty, damaged or incorrect items will always be put right.

Subscriptions and pre-orders are covered by our Cancellations Policy.

9. Product information

We take care to make sure product descriptions, ingredients and allergen information are accurate. However, manufacturers sometimes change their recipes, so always check the label on the product before eating it, especially if you have an allergy. Product images are for illustration.

10. Our responsibility to you

  • If we break these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence.
  • We don't exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for breaching your legal rights in relation to the goods.
  • We supply goods for domestic and private use only. We aren't liable for business losses, such as lost profits or business interruption.

11. Events outside our control

We aren't responsible for delays caused by events outside our reasonable control, such as severe weather or courier strikes. If this happens, we'll contact you as soon as possible. If the delay is significant, you can cancel and receive a refund for anything you've paid for but not received.

12. Reviews

Reviews on our website come from customers who have bought from us. We publish positive and negative reviews, and we don't pay for or edit reviews. 

13. Website content

The text, images and product photos on this website belong to us or our suppliers. They may not be copied or reused without our written permission.

14. Your personal information

We use your personal information only as set out in our Privacy Policy.

15. Complaints

If you're unhappy with anything, please contact us at hello@bestbiltong.com or on 020 8547 3845 and we'll do our best to resolve it.

16. Changes to these terms

We may update these terms from time to time. The terms in force when you place your order are the ones that apply to that order.

17. Law and jurisdiction

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.