Refund policy

Refunds, replacements and returns

We want every cut to be one you'd happily serve. If something isn't right, tell us and we'll sort it out.

1. If there's a problem with quality

Please WhatsApp 082 441 0596 within 24 hours of collection or delivery (for posted biltong and droëwors, as soon as possible after the parcel arrives). Send clear photos of the product, the packaging and label, and your order details.
Please keep the product chilled (fresh meat) or sealed (biltong and droëwors) until we've spoken, as we may ask to see or collect it.
If the product is faulty, unsafe or not what you ordered, we'll replace it, credit you, or refund you, as the Consumer Protection Act allows. Reporting quickly helps us put it right fast. It doesn't take away any rights you have under the Consumer Protection Act, including the right to safe, good-quality goods (sections 55 and 56).

2. What we can't refund

Change of mind on fresh meat. Fresh and cut-to-order meat is perishable and made to your order, so we can't take it back because you've changed your mind. The 7-day cooling-off right in section 44 of the Electronic Communications and Transactions Act doesn't apply to food for everyday consumption delivered to your home or workplace, to goods likely to go off quickly, or to goods made to your specification (section 42(2) of that Act).
Spoilage after handover. Once you've collected your order or it's been handed over, keeping it chilled or frozen is up to you.
Missed deliveries. Spoilage because nobody was available at the agreed delivery time, or because meat was left unattended at your request (see our Delivery policy).
Biltong and droëwors once opened, unless they're faulty.

3. Cancelling an order

You can cancel free of charge before we start cutting or packing your order. Just let us know on WhatsApp as early as you can. Once the meat has been cut or packed to your order, we may not be able to cancel it, and we'll tell you on WhatsApp whether any charge applies.

4. How refunds are paid

Approved refunds go back to the payment method you used, unless we agree otherwise with you. We'll confirm on WhatsApp how and when you'll receive your refund.

5. Not happy with how we've handled it?

Email info@edenbutchery.co.za with "Complaint" in the subject line and we'll get back to you. You can also contact the Consumer Goods and Services Ombud (CGSO) at www.cgso.org.za.

Eden Butchery and Biltong (Pty) Ltd
Forest Gate Eco Estate, 434 Holt Hill, Bitou Rural, Plettenberg Bay, 6600, South Africa
WhatsApp: 082 441 0596 · Email: info@edenbutchery.co.za