1. Change-of-Mind Returns

For online orders, if you have a statutory right to cancel, please tell us within 14 days of receiving your order. Where that right applies, send the goods back within 14 days after telling us that you wish to cancel. For a change-of-mind return, each biltong pack must be unused, undamaged, factory sealed and unopened, and returned in its original packaging. You are responsible for the direct cost of returning the goods, unless they are faulty or incorrect or the law requires us to pay. We recommend using a tracked service and keeping proof of postage.

2. Faulty, Damaged or Incorrect Products

If your order arrives damaged, is incorrect, or you believe a product is faulty or not as described, contact us at contact@meatcraft.shop as soon as reasonably possible. Include your order number, a description of the issue and photos where available. Please contact us promptly so we can investigate while the details are clear; this request does not remove or limit your statutory consumer rights. If a return is needed for a valid claim, we will arrange or pay the reasonable return cost as required by law. We will provide the remedy required by law, which may include a refund or replacement.

3. Opened or Partly Consumed Products

We cannot accept a change-of-mind return for food that has been opened, unsealed, used or partly consumed where the law excludes cancellation for goods that are unsuitable for return for health or hygiene reasons once unsealed. If a statutory cancellation right still applies in a particular case, any deduction will be limited to a loss in value caused by handling beyond what is necessary to inspect the goods, as permitted by law. This does not affect your rights if a product is faulty, incorrect or not as described.

4. Refunds

Where a refund is due, we will pay it using the original payment method and within the timeframe required by law. For a statutory cancellation, this is generally within 14 days after we receive the returned goods or evidence that you have sent them back. Any refund of standard delivery charges will be handled as required by law. We aim to process approved refunds promptly.

5. Lost Shipments

If your shipment is confirmed lost by the courier, please contact our customer service. We will either resend your order or issue a full refund. Each situation is handled individually.

6. Policy Updates

We may update this policy from time to time. The version in force when you place your order will apply, subject to your statutory rights.

Your statutory rights are not affected by this policy.

Last Updated: 8 November 2026