Refund policy

Return and Refund Policy

At The Biltong Bandit, we take pride in producing premium-quality biltong and droëwors. Every product is carefully prepared, inspected, and packed to ensure it reaches you in excellent condition.

Our products are guaranteed for freshness and quality up to the Best Before date printed on the packaging, provided they have been stored according to the recommended conditions.

Legal Notice: This policy is provided in addition to your rights under the Consumer Protection Act, 2008 (CPA) and the Electronic Communications and Transactions Act, 2002 (ECTA). Nothing in this policy limits or excludes any rights you may have under applicable South African law.

1. Returns, Refunds & Replacements

Where a product is defective, unsafe, damaged, contaminated, incorrectly supplied or otherwise does not meet the quality standards required by applicable law, we will provide the remedy to which you are entitled under the Consumer Protection Act, which may include a replacement or refund.

We will assist where:

  • The product arrives damaged or contaminated.
  • A sealed product develops a quality or safety issue before its Best Before date.
  • You receive the incorrect product.
  • The product is found to be defective or not of acceptable quality.
  • An opened product is returned with a reasonable explanation, which will be assessed on a case-by-case basis.

Because our products are perishable, we ask that any issues are reported within 72 hours of delivery or collection wherever reasonably possible. This 72-hour request does not limit any rights you may have under applicable consumer protection law. Prompt notification allows us to investigate the relevant production batch and resolve your claim quickly.

2. How to Request a Return

To request a return:

  1. Email hello@thebiltongbandit.co.za 
  2. Include:
      • Your name
      • Order number
      • A description of the issue
      • Clear photographs of the product and packaging

    Once your request has been reviewed and approved, we'll provide instructions for returning the product.

    Where applicable, returns can be made through our Pargo Returns Portal, allowing you to drop your parcel at one of more than 4,000 Pargo Pickup Points nationwide.

    The Biltong Bandit Returns Portal

3. Return Shipping Costs

If the return is our fault

If your return is due to:

  • a manufacturing defect,
  • contamination,
  • damage,
  • an incorrect item,
  • or any error on our part,

The Biltong Bandit will cover the reasonable return shipping costs.

Change of Mind

Under the Electronic Communications and Transactions Act (ECTA), the statutory 7-day cooling-off period generally does not apply to perishable food products.

However, where we agree to accept a return for unopened merchandise or non-food items, the customer will be responsible for the return shipping costs unless otherwise agreed.

Uncollected Pargo Orders

Orders sent via Pargo that are not collected within the collection period and are returned to us may incur a return shipping fee before they can be resent.

4. Conditions for Returns

To help us process your return efficiently:

  • Products should be returned in their original packaging where reasonably possible.
  • Opened food products must be returned in a hygienic condition suitable for inspection.
  • Products that have deteriorated due to improper storage, misuse or handling after delivery may not qualify for a refund or replacement.
  • Where only part of a product has been consumed, any refund or credit offered will be determined after inspection.

5. Refund Processing

Once your return has been received and inspected, we'll notify you by email of the outcome.

If approved:

  • Refunds will be processed to your original payment method.
  • Please allow up to 14 business days for the refund to appear, depending on your payment provider.

If your refund has not appeared after this period, we recommend contacting your bank or card issuer before contacting us.

For any refund queries, please email hello@thebiltongbandit.co.za

6. Purchases from Authorised Retailers

If you purchased one of our products from an authorised retailer, supermarket or reseller, returns and refunds must be handled directly with that retailer, subject to their own return policy.