Naked Biltong – Refund Policy

Effective Date: 01/09/2026

At Naked Biltong, we take great pride in delivering premium, handcrafted biltong made from high-quality Australian beef. Your satisfaction matters to us, and if something's gone wrong with your order, we're here to help.

Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy is intended to limit or exclude these rights. The sections below explain how to make a claim and what we'll ask for to assess it quickly.

Faulty, Damaged, or Incorrect Items

If your order arrives damaged, defective, not as described, or affected by a food safety or quality issue (see below), please contact us as soon as reasonably possible — ideally within 7 days of receiving it — so we can investigate while the details are fresh and, where relevant, follow up with our courier or supplier. This timeframe is to help us resolve things quickly; it doesn't limit your rights under the Australian Consumer Law.

To assess your claim, we'll generally ask for:

• Proof of purchase (order number or receipt).
• Photos of the issue (e.g., packaging damage, product condition, or the defect itself).
• Where the packaging is still available, please hang onto it until the matter is resolved, in case it's needed to investigate.

We won't ask you to keep a product unopened or uneaten to be eligible for a refund where the issue is something you could only discover by opening it — for example, mould, contamination, an off smell or taste, a foreign object, spoilage, or receiving the wrong product. These are exactly the kinds of quality issues the Australian Consumer Law guarantees are there to cover, and opening the product to check it doesn't affect your rights.

Depending on the issue, you may be entitled to a full refund, replacement, or repair.

Change of Mind and Other Non-Refundable Situations

Because our products are perishable, we're not able to offer a refund for:

• Change of mind, once an order has been dispatched.
• An incorrect delivery address provided at checkout (unless the error was ours).
• Orders not collected, or deliveries missed after reasonable delivery attempts.

This doesn't limit any rights you have under the Australian Consumer Law for a product that's faulty, damaged, or not as described — see above.

Shipping Costs

If your refund or replacement is approved because a product was faulty, damaged, or not as described, we'll also cover reasonable shipping and return costs. Where a refund isn't approved (for example, the change-of-mind or missed-delivery situations above), shipping costs aren't refundable.

How to Request a Refund

To start a refund or replacement request, contact us at:

Sam@nakedbiltong.com

Please include your order number and a brief description of the issue (and photos, where relevant — see above).

Processing Time

Once we receive your request and confirm eligibility, we'll process your refund within 5–10 business days. Refunds are issued to your original payment method.

Still Not Resolved?

If you're not happy with how we've handled your refund request, you can also contact your state or territory consumer affairs office (for example, NSW Fair Trading) or the ACCC for guidance.