Refund policy

Claims can only be made through Front Row Biltong customer service department on E-mail: frontrowbiltong@gmail.com . Any claims made before prior communication with Front Row Biltong's customer service department will not be considered. For orders sent by mail no claim will be considered if you sign for the goods as received in good condition.

  1.  Any shortages must be reported and noted within 12 hours of delivery 
  2. All goods must also be checked for damages upon receipt. Any damage must be indicated on the delivery or within 12 hours max of delivery. If goods are signed for as received in good order (not damaged), no claim can be made against this delivery.
  3. All goods must be checked against the order made within 12 hours of delivery.
  4. Any claim in respect of the above should be made by telephone , or e-mail to the Front Row Biltong customer care team as per detailed above and no later than than 2 days .
  5. Credit may not be given for goods returned without prior agreement from the Front Row Biltong Returns department. The company reserves the right to recover carriage and handling costs where unauthorised returns are made.
  6. No claims will be entertained unless the above conditions are strictly adhered to.
  7. No credit or refund will be given for any goods ordered in error by the customer.
  8. No credit or refund will be given for any losses due to the incorrect storage or merchandising by the customer, of any goods supplied by Front Row Biltong .
  9. No credit or refund will be given for any orders cancelled without the agreement of Front Row Biltong in advance and in writing.
  10. No credit or refund will be given for any orders cancelled due to late delivery unless it has taken longer than 7 days to arrive from dispatch if only cured meats but if it includes fresh meat only the fresh meat will be refunded if not delivered within 24 hours of dispatched it was due to an error on the part of Front Row Biltong. We will however sort out any problems due to spoilage of goods etc as long as it is not due to customer negligence.
  11. No credit or refund will be given for any orders cancelled due to late delivery due to adverse weather conditions and our delivery companies are unable to make said delivery.
  12. ANY ORDERS THAT ARE REFUSED, NOT COLLECTED OR RETURNED for whatever reason, ON A DELIVERY ATTEMPT, WITHOUT THE WRITTEN PERMISSION OF Front Row Biltong WILL INCUR A CHARGE OF 20% PLUS THE COST OF THE DELIVERY CHARGE, EVEN IF FREE DELIVERY WAS GIVEN at the time the order was placed. Any order returned for a refund with the permission of Front Row Biltong will incur charges as agreed at the time between Front Row Biltong and the customer.

Complaints

If you find that you are not satisfied with any product or service please feel free to contact us by email to fontrowbiltong@gmail.com and you will receive a written response within 5 working days. We will endeavor to resolve any complaint within a further 14 working days.

 

How to Store your Biltong

Please refer to our storage information page