Refund & Returns Policy
This policy explains when and how you can get a refund or replacement for orders placed through Biltong Connect, operated by Henri David Marais (ABN 82 802 589 163) trading as Biltong Connect. It forms part of our Terms of Service and operates alongside your rights under the Australian Consumer Law (ACL) — it does not limit them.
1. Your rights under the Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the ACL. Among other things, goods must be of acceptable quality, match their description, and be fit for purpose.
- Major problem (e.g. the product is unsafe, or significantly different from its description): you can choose a refund or replacement.
- Minor problem: we will provide a replacement or refund where the problem cannot be remedied in a reasonable time.
You may also be entitled to compensation for other reasonably foreseeable loss caused by a failure of a consumer guarantee.
2. Perishable food — change of mind
Because our products are perishable food, we generally cannot accept returns or refunds for change of mind, or once an order has been prepared or dispatched, for food-safety reasons. This does not affect your ACL rights in section 1.
3. When we will refund or replace
We will provide a refund or replacement if:
- your order did not arrive within a reasonable time and is confirmed lost in transit;
- your order arrived damaged, spoiled, or with broken cold-chain / packaging;
- you received the wrong item or an item was missing; or
- the product was not of acceptable quality (e.g. off, mouldy, or significantly not as described).
4. Reporting a problem — time limits and evidence
- Please contact us within 48 hours of delivery (or of the expected delivery date, if the order did not arrive) so we can help while the issue is verifiable. This is a request to help us resolve things quickly, and does not limit your ACL rights.
- For damaged, spoiled or incorrect items, please keep the product and packaging and send photos where possible. This helps us resolve your claim quickly and improve quality with the Partner Butcher.
5. How to make a claim
Contact our support team with your order/fulfilment code and a short description of the problem (and photos if relevant):
- Email: hello@biltongconnect.com.au
We aim to acknowledge claims within 1–2 business days.
6. How refunds are processed
- Approved refunds are made to your original payment method via Stripe.
- Refunds typically appear within 5–10 business days, depending on your bank or card provider.
- Where we offer a replacement instead of a refund, we will arrange dispatch at no extra cost to you.
7. Delivery issues
- Incorrect address: if an order fails to deliver because of an address error you provided, we may not be able to offer a refund. Please double-check your address at checkout.
- Not home / perishable goods: please make arrangements to receive perishable orders promptly. Because these products are perishable, we may be unable to refund or replace orders that spoil after a failed or refused delivery, or where a parcel is left unattended at your instruction.
- Lost in transit: we will investigate with the carrier and refund or replace confirmed lost orders.
8. Contact
Henri David Marais (ABN 82 802 589 163) trading as Biltong Connect
Email: hello@biltongconnect.com.au