Return & Refund Policy
Our Commitment to Quality
At The Biltong Bar, we take great pride in the quality of our products. Every order is carefully prepared and packed on the Sunshine Coast using 100% Australian grass-fed beef. If something isn't right with your order, we want to hear from you.
Eligibility for a Refund or Replacement
We offer refunds or replacements in the following circumstances:
- Your order arrived damaged or was lost in transit
- You received the wrong product or flavour
- The product was faulty or not of acceptable quality
Non-Returnable Items
Due to the perishable nature of our products, we are unable to accept returns on opened or consumed items, or items that have been stored incorrectly. Change-of-mind returns are not accepted for food products.
Timeframe
Please contact us within 7 days of receiving your order if you believe there is an issue. Claims made after this period may not be eligible for a refund or replacement.
How to Request a Refund or Replacement
To lodge a claim, please contact us at [your email address] with the following information:
- Your order number
- A description of the issue
- Photos of the product and packaging (where applicable)
We will review your claim and respond within 2 business days with a resolution.
Refund Method
Approved refunds will be processed back to your original payment method within 5–10 business days, depending on your bank or payment provider. We may also offer a store credit or replacement at our discretion.
Shipping Costs
If a return is required due to an error on our part, we will cover the cost of return shipping. We do not cover return shipping costs for change-of-mind requests.
Australian Consumer Law
Our returns policy is in addition to your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact Us
If you have any questions about our return and refund policy, please reach out to us at [your email address] or via our website contact form.