We stand behind the quality of our products and aim to resolve issues quickly and fairly.
1. All Sales Are Final
Due to the perishable nature of our food products, we do not accept returns or exchanges.
2. Damaged, Incorrect, or Defective Items
If you receive a damaged or incorrect item:
- Email us at info@brettsbiltong.com within 12 hours of delivery
- Include your order number and clear photos of the issue
We will offer:
- A replacement product, or
- A refund/store credit (at our discretion)
3. Order Cancellations
Orders can only be cancelled before shipment. Once the order is shipped, cancellations are not possible.
4. Refunds (if approved)
Refunds are processed to the original payment method within 3–5 business days after approval.
5. Shipping charges
If we got it wrong — a damaged, incorrect or defective item — your refund includes the shipping you paid, and the alcohol signature fee if one applied. You will not be out of pocket for our mistake.
If you cancel before dispatch, shipping is refunded in full along with the order.
Once an order has shipped, shipping charges are not refundable, because the carrier has already been paid. This is why we ask you to check your address carefully before ordering.
Shipping Coolers, dry ice and packaging are part of getting chilled food to you safely and are not separately refundable, except where the order itself is being refunded under the first paragraph above.
See our Shipping & Delivery page for what shipping costs and how it is calculated.