Last Updated: 13 August 2026

1. INTRODUCTION

Thank you for shopping with Kalahari Biltong.

We want every order to arrive safely, correctly and in good condition. Because our products are food products, including biltong and droëwors, special conditions apply to returns and refunds.

This Refund, Returns & Shipping Policy explains how orders are processed, delivered, cancelled, returned and refunded.

Nothing in this Policy is intended to limit or exclude any rights you may have under the Consumer Protection Act 68 of 2008 (“CPA”) or any other applicable South African law. The CPA provides consumers with remedies in relation to unsafe, defective or unsuitable goods in applicable circumstances.

2. SHIPPING & DELIVERY

2.1 Delivery Area

Kalahari Biltong delivers orders within South Africa, subject to courier availability and the delivery address provided at checkout.

Delivery may not be available to every remote location or restricted area. Where additional delivery charges or special arrangements apply, we will communicate these to the customer where reasonably possible.

2.2 Processing Your Order

Orders are processed after successful payment has been received and confirmed.

Orders may require reasonable processing time before being handed to our courier partner.

Processing times may vary depending on:

Order volume;
Product availability;
Weekends and public holidays;
Promotional periods;
Stock availability; and
Circumstances outside our reasonable control.

We will make reasonable efforts to process orders as soon as possible.

2.3 Delivery Times

Estimated delivery times will depend on the destination and courier service selected or used.

Delivery estimates are not guaranteed delivery dates unless expressly stated otherwise.

Courier delays may occur due to:

Weather;
Traffic;
Road closures;
Public holidays;
Remote delivery locations;
Incorrect or incomplete delivery information;
High-volume periods;
Operational disruptions; or
Other circumstances outside our reasonable control.

3. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address and contact details when placing an order.

This includes:

Correct street address;
Suburb;
City/town;
Postal code;
Contact telephone number; and
Any relevant delivery instructions.

Kalahari Biltong cannot be held responsible for delays or additional costs caused by incorrect or incomplete delivery information supplied by the customer.

If an order needs to be redirected because incorrect information was supplied, additional courier charges may apply.

4. DELIVERY ATTEMPTS

Our courier partner may make delivery attempts using the contact information provided with your order.

If delivery cannot be completed because:

Nobody is available to receive the parcel;
The delivery address is incorrect;
The customer cannot be contacted;
Access to the delivery location is unavailable; or
The customer refuses or fails to accept delivery,

the courier may return the parcel to us or arrange another delivery attempt.

Any additional delivery or redelivery charges caused by circumstances within the customer’s control may be payable by the customer.

5. TRACKING

Where courier tracking is available, tracking information may be provided to the customer once the order has been dispatched.

Customers should use the tracking information to monitor the progress of their delivery.

6. CHECK YOUR ORDER ON DELIVERY

Please inspect your package when it arrives.

If the outer packaging appears:

Severely damaged;
Open;
Tampered with; or
Significantly compromised,

please photograph the package before opening it and contact us as soon as reasonably possible.

Photographs of the packaging and products may be requested to assist us in investigating a delivery or product complaint.

7. FOOD PRODUCTS AND RETURNS

Because Kalahari Biltong sells food products, including biltong and droëwors, we generally cannot accept ordinary change-of-mind returns of opened food products.

For food-safety and hygiene reasons, customers should not return opened or partially consumed food products unless we specifically instruct them to do so.

This does not affect any rights a consumer may have under applicable law in respect of defective, unsafe, unsuitable, incorrectly supplied or otherwise non-conforming goods.

8. DAMAGED PRODUCTS

If your order arrives damaged, please contact us as soon as reasonably possible after delivery.

Please provide:

Your order number;
Your name;
Description of the problem;
Photographs of the packaging;
Photographs of the damaged product; and
Any relevant courier information.

We will investigate the matter and determine the appropriate remedy in accordance with applicable law.

Depending on the circumstances, the remedy may include a:

Replacement;
Refund; or
Other appropriate remedy.

9. INCORRECT PRODUCT

If you receive a product that is different from what you ordered, please contact us as soon as reasonably possible.

Do not open or consume the incorrect product where possible.

We may request photographs and other information to verify the issue.

Where the incorrect product was supplied due to an error on our part, we will arrange an appropriate remedy, which may include replacement or refund, subject to applicable law.

10. DEFECTIVE OR UNSAFE PRODUCTS

If you believe a product is defective, unsafe or does not meet applicable requirements, please contact us immediately.

Food products should not be consumed if you believe they may be unsafe.

Provide us with:

Your order number;
Product name;
Description of the issue;
Batch or product information where available;
Photographs; and
Any other information reasonably requested.

The CPA provides consumers with rights and remedies concerning goods that are unsafe, defective or fail to meet applicable requirements.

Any applicable statutory rights remain unaffected by this Policy.

11. CHANGE-OF-MIND RETURNS

Because our products are food products, we do not ordinarily accept returns simply because a customer has changed their mind after receiving an opened food product.

However, this exclusion does not apply where a return, cancellation or refund is required by applicable law.

Where the CPA or another applicable law provides a consumer with a return or cancellation right, that right will apply in accordance with the relevant legal requirements.

12. CANCELLING AN ORDER

If you need to cancel an order, contact us as soon as possible.

If the order has not yet been processed or dispatched, we will make reasonable efforts to cancel it.

Once an order has been dispatched, cancellation may no longer be possible and the matter may need to be handled as a return or refund request where legally applicable.

Where a cancellation right applies under South African law, we will process the cancellation in accordance with the applicable legal requirements.

13. REFUNDS

Where a refund is approved, the refund will generally be processed using the original payment method where reasonably possible.

The timing of the refund may depend on:

The payment provider;
Banking institutions;
The date the refund is processed; and
Any applicable verification or return process.

We are not responsible for delays caused by a customer’s bank or payment provider after the refund has been successfully submitted by us.

14. REFUNDS FOR DAMAGED, INCORRECT OR DEFECTIVE PRODUCTS

Where we determine that a product qualifies for a refund because it was incorrectly supplied, defective, unsafe or damaged in circumstances for which we are responsible, the appropriate refund will be processed in accordance with applicable law.

Where the law requires the supplier to bear return or delivery costs, those requirements will apply.

15. PRODUCT QUALITY

We take reasonable care when preparing and packaging orders.

Please note that biltong and droëwors are handmade/food products and may naturally differ slightly in:

Shape;
Size;
Colour;
Texture;
Thickness; and
Appearance.

Minor variations that are consistent with the nature of the product do not necessarily constitute a defect.

16. WEIGHT VARIATIONS

Where products are sold by weight, reasonable variations may occur because food products can naturally vary during preparation and packaging.

Where a product is advertised or sold according to a specific weight, we will make reasonable efforts to ensure the product supplied corresponds with the advertised quantity, subject to applicable law.

17. PROMOTIONAL PRODUCTS AND SPECIALS

Products purchased during promotions, sales or special offers remain subject to this Refund, Returns & Shipping Policy and applicable consumer legislation.

A promotional price does not remove any statutory consumer rights.

18. UNDELIVERED OR RETURNED PARCELS

If a parcel is returned to Kalahari Biltong because the customer:

Provided an incorrect address;
Failed to accept delivery;
Could not be contacted;
Failed to collect the parcel where collection was required; or
Otherwise caused the delivery to fail,

we will contact the customer where reasonably possible to arrange the next steps.

Additional courier charges may apply where a second delivery is requested.

Because our products are food products, returned food items may not be suitable for resale or redelivery. We will assess the circumstances and handle the matter in accordance with applicable law.

19. LOST ORDERS

If your order appears to be lost or significantly delayed, please contact us.

We will investigate the delivery with the applicable courier service.

Where the courier confirms that a parcel has been lost, we will determine the appropriate remedy in accordance with the circumstances and applicable law.

20. DELIVERY DELAYS

We will make reasonable efforts to ensure that orders are dispatched and delivered within the estimated timeframe.

However, Kalahari Biltong is not responsible for delays caused by circumstances outside our reasonable control.

These may include:

Severe weather;
Natural disasters;
Road closures;
Courier disruptions;
Strikes;
Public holidays;
High-volume periods;
Technical failures;
Incorrect customer information; or
Other events beyond our reasonable control.

21. HOW TO REQUEST A REFUND OR REPORT A PROBLEM

Please contact us as soon as possible using:

Kalahari Biltong

Website: https://kalaharibiltong.co.za

Please include:

Order Number:
Name:
Contact Number:
Product:
Description of Problem:
Photographs: Where applicable

Providing photographs and complete order information will help us investigate your request more efficiently.

22. INSPECTION AND VERIFICATION

We may request reasonable information, photographs or other evidence to investigate a damaged, defective, incorrect or disputed order.

Where appropriate and legally permitted, products may need to be inspected before a final refund or replacement decision is made.

Nothing in this section limits any statutory consumer rights.

23. STATUTORY RIGHTS

This Policy does not exclude, restrict or waive any consumer right that cannot lawfully be excluded, restricted or waived.

The Consumer Protection Act recognises consumer rights relating to the quality, safety and suitability of goods and provides remedies in applicable circumstances.

Where a provision of this Policy conflicts with a mandatory provision of South African law, the applicable law will prevail.

24. CHANGES TO THIS POLICY

We may update this Refund, Returns & Shipping Policy from time to time.

Any updated version will be published on this website with a revised “Last Updated” date.

25. CONTACT US

For questions regarding shipping, refunds, returns or your order:

Kalahari Biltong

Last Updated: 13 August 2026