At The Herd Biltong, we strive to provide our customers with the best quality products and service. If you are not completely satisfied with your purchase, we are here to help. Please read our returns and refund policy carefully.
Returns:
If you wish to return your biltong for any reason, please contact us within 5 days of receiving your order to initiate the return process. To be eligible for a return, the product must be unopened and in its original packaging. We will send you a return label and we will be responsible for the return shipping costs. Once we receive your return and verify that it meets our eligibility requirements, we will issue a refund to your original method of payment or a bank account within 5 business days.
Refunds:
If your biltong arrives damaged or spoiled, please contact us within 48 hours of receiving your order to initiate the refund process. We may request that you provide photographic evidence of the damage or spoilage before issuing a refund. If we determine that the product is eligible for a refund, we will issue a refund to your original method or bank account of payment within 5 business days.
Exchanges:
If you’ve ordered the wrong product we are happy to exchange it, the customer will bare the cost of the new shipping however we will wear the cost of the return. To be eligible for an exchange, the product must be returned to us in its original packaging, unopened.
Replacements:
At times, there may be an issue with shipping which leads to burst vacuum seal bags. If this occurs we will provide a credit for the value of the burst packs.
Cancellations:
If you wish to cancel your order, please contact us as soon as possible. If your order has not yet been shipped, we will cancel your order and issue a refund to your original method of payment or bank account. If your order has already been shipped, you will need to initiate a return once you receive your order. We take all necessary precautions to ensure that our products arrive in the best possible condition. However, if you do experience any issues with your order, please do not hesitate to contact us at hello@theherdbiltong.com.au. We will do our best to resolve the issue promptly and to your satisfaction.