Refund and Returns Policy
Last updated: 24 August 2026
We take care to prepare and pack our products in good condition. Because biltong, droëwors and related products are perishable, please inspect your order as soon as it is delivered or collected.
Reporting a problem
- Opened products: Please report a quality problem within 3 days of opening the packet.
- Sealed products: Please report a quality problem within 7 days of delivery or collection, provided the original packaging remains tightly sealed.
Contact us at info@sampsonsbiltong.co.za with your order number, a description of the problem and clear photographs. Please keep the affected product and packaging until we have assessed the issue.
Eligibility
A refund or replacement may be offered when a product was delivered or collected with a genuine quality or production issue, such as spoilage or mould that was present despite correct storage. Each request is assessed individually.
We cannot normally accept returns for a change of mind after a food product has been opened, for problems caused by incorrect storage after delivery or collection, or for issues reported outside the periods above. Custom-made items, including Biltong Cakes, are not returnable simply because the customer changes their mind, but this does not affect a claim for a genuine defect.
For storage guidance, please see How to Store Biltong.
Refunds and exchanges
Once we have reviewed the information and, where necessary, inspected the returned product, we will confirm whether a replacement, store credit or refund is approved. Approved refunds will be sent to the original payment method. Bank and payment-provider processing times may vary.
Returning an affected product
Please do not send a product back without contacting us first. If we confirm that a return is required for a production or quality issue, we will provide instructions and, where appropriate, arrange collection by courier.
Need help?
Email info@sampsonsbiltong.co.za with any question about a refund, return or exchange. This policy does not limit any rights you may have under applicable South African consumer law.