Refund policy

Your Rights under the Australian Consumer Law 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item you buy from 4 Hunters Biltong has a major fault (such as being spoiled upon arrival, unsealed, or completely unfit for consumption), you are entitled to a replacement or a refund. If the issue is minor, we will assess the claim and provide an appropriate remedy, which may include a replacement, refund, or store credit. 

Where Refunds Are Not Available 

Please choose your items carefully. Because we sell fresh, perishable food products, you are not entitled to a replacement or refund simply because you changed your mind, found the product cheaper elsewhere, decided you did not like the flavor profile, or accidentally ordered the wrong item or size. It is the customer's responsibility to review the item descriptions, ingredients, and pack sizes thoroughly before finalising an order. 

Costs of Return Postage If you believe there is a fault or safety issue with your product, you have the right to return it. You are generally responsible for returning the item to us via post or delivery. If the product is confirmed by our team to have a qualifying fault or defect under the Australian Consumer Law, you are entitled to recover reasonable postage or transportation costs from us, so please retain your shipping receipts. If we assess the returned item and find it does not have a fault, or if it was damaged due to customer misuse or incorrect storage after delivery, we reserve the right to charge you for any postage and handling costs incurred.

Steps and Return Procedure Please do not mail or return items to our warehouse without contacting our customer care team first. To help us process your claim efficiently, please follow these steps:

1. Inspect your items immediately upon delivery for any damages, faults, or compromised packaging. 

2. Record the issue clearly by taking photos or videos of the affected product and packaging. 3. Email the photos or videos to treats@4hunters.com.au along with a detailed description of the problem. 

4. Provide a copy of your tax invoice or proof of purchase. In your email, please specify whether you are requesting a replacement, a refund, or a store credit. Once your evidence is assessed and approved by our team, we will contact you with instructions on how to proceed. 

Please note that refunds or replacements will not be provided if the products have been mishandled, contaminated, or stored incorrectly after delivery (biltong must be stored according to the care instructions provided on the packaging). 

Timeframes for Refunds 

Once your refund is approved and processed by our team, it generally takes 5 to 9 business days to clear. We will send you an email notification as soon as the refund has been issued from our end. Please allow an additional few business days for your specific financial institution to process and post the funds to your account. 

Contacting Us

If you have any queries or wish to contact us, please do so by email at treats@4hunters.com.au