We want you to love your Gazza Downs biltong. If something arrives damaged or defective, or we’ve made a mistake with your order, we’ll make it right.
What we’ll refund or exchange
- Damaged or spoiled biltong that arrived that way
- The wrong flavour or quantity being sent
- Missing items from an order
- Items defective through no fault of your own
Because biltong is a perishable food product, we can’t accept returns based on taste preference or change of mind — if you tried a new flavour and didn’t love it, we can’t take it back. Ordering The Sampler or The Full Flavour Box is a good way to try a few before committing.
How to start a return or refund
Email sales@gazzadownsbiltong.com within seven days of delivery with:
- Your order number (on your confirmation email)
- A short description of what’s wrong
- Photos of the packaging and product if applicable
We’ll come back to you within a business day with next steps.
Keep the original packaging
If we need you to return the item, please keep it in the original packaging until we confirm whether a return is needed. Sometimes we can resolve a refund or replacement without a return trip.
Return shipping
If the item was damaged or defective, or we made an error, we cover return shipping and replacement shipping. If a return is needed for any other reason, you cover the return shipping cost.
Refund processing
Once we’ve received and inspected your returned item (or resolved the issue remotely), we’ll confirm whether your refund has been approved. Approved refunds are credited back to your original payment method within a few business days, subject to your bank or card provider’s processing time.
Shipping costs are generally non-refundable unless the return is due to our error.
Exchanges
For damaged, defective, or incorrectly-fulfilled items, we’ll ship a replacement at our cost once the issue is confirmed.
Return address
Only send returns after confirming with us first. We’ll give you the current return address when you get in touch — it may not be the same as the address on your invoice.
Questions
Email us at sales@gazzadownsbiltong.com.
Related: Shipping policy · FAQ