Our guarantee to you
We make everything we sell in small batches and we stand behind it. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing on this page limits those rights.
If something arrives wrong, tell us and we will make it right. We would rather replace an order than argue about one.
Change of mind
Because everything we sell is a cured meat product, we cannot accept returns or offer refunds for a change of mind once an order has been dispatched. Food safety and hygiene rules mean we cannot resell food that has left our premises, and we will not put returned product back into circulation.
Please choose your cut and size carefully before ordering. If you’re not sure which is yours, the Carnivore Tasting Box exists for exactly that reason, and we’re happy to answer questions by email before you buy.
Faulty, spoiled, damaged or incorrect orders
This is different, and it is covered. You are entitled to a replacement or a refund if your order has a major failure — if it is spoiled, unsafe, damaged in transit, not what you ordered, or not as described.
Contact us within 48 hours of delivery so we can look into it while the evidence is fresh and, if it turns out to be a courier problem, while we can still raise it with them.
How to make a claim
Email hello@gourmet-biltong.com.au with:
- Your order number.
- What is wrong, in your own words — no particular format needed.
- Clear photos of the product and, if it is a transit problem, the packaging it arrived in.
You do not need to post anything back to us. Photos are enough. Sending food back through the post is impractical, it costs more than the product, and we cannot do anything with it when it arrives. Please don’t pay for return postage — we will not ask you to, and we cannot reimburse postage we didn’t ask for.
What happens next
We aim to reply within one business day. Where a claim is straightforward we will usually approve it on the spot and let you choose a replacement or a refund.
Approved refunds go back to your original payment method. Depending on your bank, the funds typically take a few business days to appear — that part is out of our hands once we have processed it.
A note on what is not a fault
A white bloom on the surface of biltong is almost always crystallised salt drawn out by the cure, not mould. Salt is dry and crystalline; mould is fuzzy and grows in distinct raised patches. If you’re unsure, send us a photo and we will tell you honestly which one it is.
Biltong also continues to dry after it is packed, so a pouch that has travelled in a hot vehicle may be firmer than you expected. That isn’t spoilage. If the texture isn’t what you hoped for, tell us anyway — it helps us pack better.
Cancelling an order
If your order hasn’t been dispatched yet, email us and we will cancel and refund it in full. Once a parcel is with the courier we can no longer stop it.