Refund policy
RETURNS & REFUNDS POLICY
Effective Date: 12 February 2026
This Returns & Refunds Policy applies to all purchases made from BiltongBoys, a trading name of GB Partners LTD.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Overview
Due to the nature of certain products sold by BiltongBoys, including food and age-restricted goods, we operate a limited returns policy.
Returns are subject to approval and compliance with the conditions set out below.
2. Damaged, Incorrect or Faulty Goods
You must inspect your order upon delivery.
If an item is:
• Damaged
• Defective
• Incorrectly supplied
• Past its best-before date upon arrival
You must notify us within 48 hours of delivery by contacting:
Please include:
• Your order number
• A description of the issue
• Photographic evidence
• Images of packaging where applicable
Failure to report issues within 48 hours may affect the outcome of any claim.
Where goods are confirmed to be faulty or incorrectly supplied, we will offer a replacement or refund in accordance with your statutory rights.
3. Non-Returnable Items
For health, safety and regulatory reasons, we do not accept returns of:
• Food products (including perishable goods)
• Tobacco or age-restricted products
• Opened or used items
• Sale items
Perishable goods are exempt from the 14-day cancellation period under the Consumer Contracts Regulations 2013.
This does not affect your rights in relation to faulty or misdescribed goods.
4. Unopened Non-Perishable Household Items
Unopened, non-perishable household items in their original packaging may be returned within 14 days of delivery.
You must contact support@biltongboys.co.uk before returning any item.
Returns sent without prior approval may be refused.
Customers are responsible for return postage costs unless the goods are faulty or incorrectly supplied.
Returned goods must:
• Be unused
• Be in original packaging
• Be securely packaged for transit
5. Restocking Fee
A 5% restocking fee applies to approved returns of non-faulty, non-perishable household items.
This fee will be deducted from the refund amount.
No restocking fee applies where goods are confirmed to be faulty or incorrectly supplied.
6. Customer Error Returns
Where goods are returned due to:
• Incorrect address provided by the customer
• Refusal of delivery
• Failure to collect
We may deduct:
• Original delivery charges
• Return courier costs
• A reasonable handling or administrative fee
7. Return Process
If your return is approved:
-
You will be provided with return instructions.
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Items must be sent using a tracked service.
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You are responsible for ensuring safe return delivery.
Return Address:
GB Partners LTD
Unit 9, Kelvin Industrial Estate
Long Drive
Greenford
Middlesex
UB6 8GB
United Kingdom
We are not responsible for returned items lost in transit.
8. Refunds
Refunds will only be processed once returned goods have been received and inspected.
If approved:
• Refunds will be issued to the original payment method
• Processing may take up to 10 business days
• Your bank or card issuer may require additional time
Original delivery charges are non-refundable unless goods are faulty or incorrectly supplied.
Where a chargeback or dispute is in progress, we may withhold refund processing until the matter is resolved to prevent duplicate reimbursement.
9. Abuse of Returns or Chargebacks
Customers must contact support@biltongboys.co.uk before initiating a chargeback.
BiltongBoys reserves the right to:
• Contest chargebacks using order and delivery evidence
• Recover reasonable administrative costs where disputes are fraudulent or abusive
• Refuse future orders where misuse of the returns process is reasonably suspected
10. Governing Law
This Returns & Refunds Policy is governed by the laws of England and Wales.