Returns, Refunds & Cancellation Policy
1. Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
If products are faulty, unsafe, damaged, incorrect or not as described, you may be entitled to a refund, replacement or another remedy under applicable law.
2. Cancelling an Order Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
Email: sales@jarvahbiltong.com
Please include your order number and contact details.
Where cancellation is possible, we will arrange a refund.
If your order has already been dispatched, the cancellation and returns provisions below will apply.
3. Your 14-Day Cancellation Right
For products covered by the statutory right to cancel distance purchases, customers may cancel within 14 days after the day the goods are received, without giving a reason.
To exercise this right, please email sales@jarvahbiltong.com with a clear statement of cancellation.
Where the right applies, products must be returned within 14 days of notifying us of cancellation.
4. Unopened Products
For change-of-mind returns, we ask customers to return products unopened, in their original packaging and appropriately protected for transport.
Where a statutory cancellation right applies, we will honour that right.
Certain sealed products may be exempt from cancellation after unsealing where they are unsuitable for return for health protection or hygiene reasons, but this exception will only be applied where legally applicable.
5. Opened or Unsealed Products
For food safety and hygiene reasons, Jarvah Biltong does not voluntarily accept change-of-mind returns of opened or unsealed food products.
This does not affect any applicable statutory cancellation right or your rights where products are faulty, unsafe, damaged or not as described.
6. Perishable Products
Certain products liable to deteriorate or expire rapidly may be excluded from the statutory cancellation right.
We will only apply this exception where it is legally appropriate for the specific product.
7. Return Shipping Costs
Where a customer exercises an applicable statutory cancellation right due to a change of mind, the customer is responsible for the direct cost of returning the goods.
Where goods are faulty, damaged or incorrect, Jarvah Biltong will cover reasonable return costs where required by law.
8. Refunds
Where a statutory cancellation right applies, refunds will include the price paid for the relevant goods and the applicable standard outward delivery charge where required by law.
Refunds will be processed without undue delay and within the statutory time limits.
Where goods are being returned, we may withhold the refund until we receive them or receive evidence that they have been sent back, whichever occurs first.
Refunds will normally be issued using the original payment method unless otherwise expressly agreed.
9. Faulty, Damaged or Incorrect Products
If you receive faulty, damaged, unsafe or incorrect products, please contact us at:
Please provide your order number, a description of the issue and photographs where possible.
We will investigate and arrange an appropriate remedy in accordance with applicable UK consumer law.
Please do not consume any product you reasonably suspect is unsafe.
10. Store Credit
Where appropriate, store credit may be offered as an alternative resolution.
Store credit will only replace a monetary refund where the customer voluntarily agrees and where doing so is lawful.
11. Returns Address
Please contact us before sending products back so that we can provide appropriate return instructions.
Our UK customer contact address is:
Jarvah Biltong
81 Pevensey Road
St Leonards-on-Sea
East Sussex
TN38 0LR
United Kingdom
12. Model Cancellation Form
You may use the following form to cancel a purchase where the statutory cancellation right applies. Use of this form is optional.
To: Jarvah Biltong
Email: sales@jarvahbiltong.com
I hereby give notice that I cancel my contract for the sale of the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
13. Contact
For all returns, refund and cancellation enquiries:
Jarvah Biltong
Email: sales@jarvahbiltong.com
Telephone / WhatsApp: +44 7710 501454