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RETURN AND REFUND POLICY

At The Biltong Bandit, we stand by the quality of our products. Every pack is guaranteed for freshness and good quality up to the Best Before date printed on the packaging.
 

Important legal note: This policy is provided in addition to your statutory rights under the Consumer Protection Act and other applicable South African laws. Nothing in this policy limits or excludes those statutory rights (including the right to return defective or unsafe goods within the period prescribed by law).
 

We gladly offer credit / refunds if:

  • The product develops contamination or a safety issue inside a sealed pack and is still within its Best Before date.

  • The product is found to be faulty or not of merchantable quality. Under the Consumer Protection Act, consumers also have remedies for defects discovered within six (6) months of delivery; you may be entitled to repair, replacement or refund. 

  • The product has been opened, but you provide a detailed and reasonable explanation for the return and we accept the return on a case-by-case basis.
     

Please note: For perishable food items, please notify us as soon as possible and preferably within 48–72 hours of receipt so we can investigate. Prompt notification helps preserve evidence and speeds resolution, but it does not replace statutory rights.


Cooling-off / Change-of-mind (Online purchases)
 

  • If you cancel an online order for change of mind, you may do so within 7 calendar days of receiving the goods (cooling-off), where applicable under the Electronic Communications & Transactions Act and related guidance. Unless the goods are defective, return shipping costs for change-of-mind returns are the responsibility of the customer (unless we state otherwise).

    We cannot accept returns if:

  • The product is past its Best Before date (unless a defect/safety issue is proven and the consumer’s statutory remedies apply).

  • The product has been compromised due to poor storage or misuse after delivery.

  • The item is a voucher or gift card (subject to applicable laws).


How to start a return
 

If you wish to return a product, email us at hello@thebiltongbandit.co.za within the timeframes described above with:

  • Your name and contact number

  • Your invoice/order number

  • Item description and quantity

  • Reason for return

  • One or more photos of the product (where possible)
     

Once we receive your request, we’ll contact you to arrange next steps and (where appropriate) collection of the goods.


Who pays for return shipping
 

  • If the return is due to a defect, contamination, or our error, we will collect the item at our cost or reimburse reasonable return postage. 

  • For change-of-mind returns (non-defective), return shipping is the customer’s responsibility unless we state otherwise.


Return conditions
 

  • Returned products should be in their original packaging where possible.

  • For perishable or opened food products, returns must be handled in a way that ensures safety and hygiene; we may, at our discretion, arrange collection and inspection.

  • If a product has been partially consumed, we reserve the right to issue a partial refund based on the returned quantity and inspection.
     

Inspections, decisions & remedies
 

  • Once the return is received and inspected, we will notify you by email whether your refund/replacement has been approved or rejected.

  • If you are entitled to statutory remedies under the CPA (e.g., within six months for certain defects), you may elect repair, replacement or refund, and we must comply subject to the CPA. 


Refund process & timing
 

  • Approved refunds will be processed back to your original payment method within 14 working days of approval. Please allow additional time for your bank or card issuer to reflect the credit. (If another legal timeframe applies, we will comply with that timeframe.)
     

Purchases from retailers
 

  • If you purchased our product from an authorised retailer or stockist, please handle the return directly with the store of purchase. We can assist where appropriate, but the retailer’s policy will apply to that sale.


Late or missing refunds
 

If you haven’t received your refund after 14 working days:

  1. Double-check your bank account.

  2. Contact your card issuer or bank (processing times may vary).

  3. If you still have not received the refund, contact us at hello@thebiltongbandit.co.za

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