Refund Policy

1. RETURNS POLICY - EQUIPMENT

1. Our policy lasts 21 days. If 21 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
2. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
3. To complete your return, we require a receipt or proof of purchase. 
4. There are certain situations where only partial refunds are granted: (if applicable)

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 21 days after delivery.

Refunds (if applicable)

1. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
2. If you are approved, then your refund will be processed, and a credit will be made after receiving your banking details.
3. Late or missing refunds (if applicable).
4. If you haven’t received a refund yet, first check your bank account again.
5. Next contact your bank. There is often some processing time before a refund is posted.
6. If you’ve done all of this and you still have not received your refund yet, please contact us at info@bespokebiltong.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@bespokebiltong.com and send your item to: P.O. Box 291, Pinegowrie, 2123, South Africa.

Gifts

1. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
2. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

1. To return your product, you should mail your product to: P.O. Box 291, Pinegowrie, 2123, South Africa
2. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
3. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
4. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

1. RETURNS POLICY - PERISHABLES

 

1. We guarantee our shelf-life based on the ‘Best Before’ date printed on the packaging of any product we supply.

 

1. We will gladly pass credit in the following circumstance:

• If the product has gone mouldy inside a sealed pouch and is within the Best Before date.
• If found to be faulty within 48 hours from date of purchase.
• If the return is open, but accompanied with a detailed and reasonable reason for return.

1. We will not accept returns on the following:

• Any product past the Best Before date printed on the packaging.
• Any products where the packaging or product has been compromised by poor storage conditions or has been damaged due to mishandling.
• Vouchers or gift cards.

1. The procedure for returns is as follows:

• Should you wish to return an item, please contact as at info@bespokebiltong.com with the following details:

-    Name & contact phone number

-    Invoice/order number

-    Item description and quantity

-    Reason for return

-    Optional: photo of the product

• Upon receipt thereof, we'll contact you to arrange collection of the goods. Depending on the reason for return, shipping may be charged to your account.

• To be eligible for a return, your item must in the original packaging.

• Once the faulty product is received and inspected by us, we'll send you an email to notify you that we have received your returned item. We will also notify you that we have received your returned item. We'll also notify you of the approval or rejection of your refund.

• We reserve the right, in the event of a refund being granted but a portion of the product has been consumed, to only grant a partial refund equivalent to the value of what was returned.

• Once approved, your refund will be processed, and a credit will be applied to your credit card or original method of payment, within 7 (seven) working days.

Gifts:

• If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

• If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

1. Cancelled orders:

• Should you wish to cancel your order before it has been dispatched, please communicate with us directly.
• As we use a third party payment gateway, your refund may take up to 7 working days to be processed.
• Cancelled orders will incur a 10% handling fee.
  
  

1. Late or missing refunds:

• If you haven’t received a refund after the 7 (seven) days, first check your bank account again.

• Then contact your credit card company. It may take some time before your refund is officially posted.

• Next, contact your bank. There is often some processing time before a refund is posted.

• If you’ve done all of this and you still have not received your refund, please contact us at info@bespokebiltong.com