Refund policy

Refund & Return Policy

At Karoo Biltong, your satisfaction means the world to us. We take pride in crafting premium, authentic biltong using time-honoured methods—but if something isn’t right, we’re here to help.

Returns

To be eligible for a return, your item must be:

  • In its original packaging

  • Unopened and unused

  • Returned within 7 days of receiving your order

Please note: For health and safety reasons, we cannot accept returns on opened or partially consumed products unless there is a quality issue.

Refunds

If your product arrives damaged, compromised in quality, or not up to our usual standard:

  • Please contact us within 48 hours of delivery

  • Send us a photo of the product and a short description of the issue

Once reviewed, we’ll issue a full refund or send you a replacement—whichever you prefer.

Exchanges

We do not offer direct exchanges. If you’d like a different product, you may request a refund (if eligible) and place a new order.

How to start a return or refund request:

Email us at [insert your email address] with the following:

  • Order number

  • Photos of the item (if applicable)

  • Reason for return/refund

Please note:

  • Return shipping costs are the responsibility of the customer unless the product is defective or incorrect.

  • Refunds will be processed to your original payment method within 5–7 business days once approved.

We’re here to make things right. If you ever have questions, reach out to us—we’re always happy to help.