Refund policy
Returns (Food)
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, however we are happy to refund any packs that have not been opened or damaged in anyway. Within 7 Days from receipt.
Any item that is sold and displayed as past its Best Before Date is none returnable under any circumstances
THIS ALSO EXCLUDES MYSTERY BAGS THIS ITEM IS NONE RETURABLE AND NONE REFUNDBALE
To complete your return, we will require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
Pre made selection Packs with missing /damaged/used packs
Any item not in its original condition, if damaged for reasons not due to our error
Any item that is returned more than 7 days after delivery
If you believe there is an issue with any of our products you must return them in the original packaging with details of how they have been stored etc. If the item can not be returned to us to allow a full investigation to take place a refund will not be given.
Please Return to
The Weston Biltong Company
Unit 114 Radway Green
Crewe
Cheshire
CW2 5PR
You must ensure that your Name, Address and Order Number are also included to allow us to ensure your refund is applied in a timely fashion. With out this information we may not be able to apply your refund as we will be unable to track where to refund it too.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Refunds if agreed will be issued on a pro rata basis i.e. used or opened packs will not be refunded.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. This can take up to 10 working days. But is normally much quicker.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@thewestonbiltongcompany.co.uk
Gift Cards/Vouchers
Gift Cards/Vouchers are none refundable in anyway.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Missing Items/Incorrect Items
If you believe that any items are missing/incorrect from your order you must let us know via email or phone with 24hrs of Delivery any time outside of this we may not be able to help. We will need pictures of the parcel, contents, packing slip and the packaging the parcel was sent in with a copy of the postage label. This will allow us to complete a full investigation. Once we have completed our investigation we will let you know the outcome this may take take up to 14 working days. If an item has been missed from your order or the incorrect item sent a refund will be issued. No replacements will be sent in this situation.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@thewestonbiltongcompany.co.uk and send your item to: The Weston Biltong Company Ltd, Unit 114 The Courtyard Radway Green CW2 5PR We will not send any replacement until the original items are received back to us.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Items not delivered.
If your order has not been delivered within 7 working days of dispatch please let us know so we can start a full investigation into the where about of the item. This investigation may take up to 10 days (This may take longer at busy time of the year i.e Christmas). Once this is completed we will let you know via email and a refund issued if suitable.
Shipping
To return your product, you should mail your product to: The Weston Biltong Company Ltd, Unit 114 The Courtyard, Radway Green, Crewe CW2 5PR, United Kingdom
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £20.00, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Clothing Return Policy
We understand that sometimes you may change your mind. That’s why you have 28 days to return any unwanted items to us. Any returned items must be in perfect condition, unwashed, unworn and in the original packaging.
If you return your items within the 28 day period, we’ll process a full refund back to your original payment method. Return costs are none refundable.
Late Returns
If your items are returned to us outside of the 28 day period, then we may issue you with an gift card instead of a refund to your original payment method.
Faulty Clothing
If you believe the item is faulty in anyway you must provide us with images of the suspected fault within 48Hrs of receipt. Any faults after this time can be refunded or exchanged.
The 28 days will start from the day after the items were delivered to your home address. Or, if delivered to our store, the 28 days starts from the day after the items were collected.
Its up to you to cover the cost of the return and no refund will be processed for this.
Refunds
Can take up to 10 working days to appear back to your payment method. Refund will be processed within 7 days of the item been returned and accepted by us.
Third party shipped products
Any items sold via a third parties for drop shipping will be sold under their Terms and Conditions and not ours (See individual items for details)
Customers Errors
Any orders that have been made in error or cancelled before dispatch by the customer where a refund is required a fee of 10% will be removed from the order value due to charges incurred by our payment processers, age verification (if age verification has been processed) and refund costs.
