Refund policy
At High Protein Biltong, we take great care in producing and packing our products and want you to shop with confidence. If something isn’t quite right with your order, we’re here to help.
As our products are food items, certain conditions apply for hygiene and safety reasons, as outlined below.
Food Products & Safety
Biltong is classified as a perishable food product. For health and safety reasons, we are unable to accept returns or offer refunds on opened or used products, or on food items returned to us after delivery.
This does not affect your statutory rights under UK consumer law.
Faulty, Damaged or Incorrect Items
If your order arrives and is:
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Damaged in transit
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Faulty or unsafe
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Incorrect
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Past its best-before date
please contact us as soon as reasonably possible, and ideally within 48 hours of delivery, at:
📧 info@highproteinbiltong.co.uk
To help us resolve the issue quickly, please include:
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Your order number
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A brief description of the issue
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Clear photographs of the product and packaging
Once reviewed, we will offer a replacement or a refund, at our discretion, depending on the circumstances.
For food safety reasons, faulty food items do not need to be returned.
Refunds are issued to the original payment method and usually appear within 5–10 working days, depending on your bank or payment provider.
Change of Mind
Under the Consumer Contracts Regulations, the 14-day cooling-off period does not apply to perishable food items once they have been dispatched.
For this reason, we are unable to offer refunds or exchanges for change-of-mind purchases.
Cancellations
Orders may be cancelled before dispatch.
Once an order has been packed and shipped, it can no longer be cancelled.
Delivery Information
Please ensure your delivery details are correct at checkout. We are unable to offer refunds for orders delayed, lost or undelivered due to incorrect or incomplete address information provided by the customer.
Non-Food Items (If Applicable)
If your order includes non-food items, these may be returned within 14 days of delivery, provided they are unused and in their original condition. Return postage costs are the responsibility of the customer unless the item is faulty.
Your Statutory Rights
Nothing in this policy affects your rights under the Consumer Rights Act 2015. If a product is faulty, unsafe, or not as described, you are entitled to a remedy in line with UK law.
Contact Us
If you have any questions about refunds or returns, please contact us at: