Returns Policy

Returns and refunds

Last updated 19 October 2026. If something is wrong with your order, we will put it right. This page explains how.

Damaged, wrong or not as described

If your order arrives damaged, is not what you ordered, or is not as described, email hello@theoriginalbiltongcompany.co.uk within 30 days of delivery, with your order number and a photo. We will replace it or refund you, whichever you prefer. If we ask for the item back, we will pay the return postage.

Changed your mind

You can return unopened packs, in their original packaging, within 15 days of delivery for a refund of the goods. Please contact us first. You pay the return postage. For hygiene and food safety reasons we cannot take back opened packs unless they are faulty. If you return part of a multi-pack box, we refund the unopened packs you send back.

How to return an item

  • Email us your order number and the reason.
  • Pack the items securely in a box and include a note with your order number.
  • We recommend Royal Mail with a free proof of postage, because we cannot refund parcels lost on the way back to us.
  • Send it to: THE ORIGINAL BILTONG COMPANY LTD, Returns Department, Unit F, Chiltern Commerce Centre, 45 Asheridge Road, Chesham, HP5 2PY.

Refunds

Once we receive and check your return we will email you. Refunds go back to the original payment method within 5 working days of that email. Your bank may take a few more days to show it. The free standard delivery charge is always refunded. If you paid for Express delivery, that is refunded only if the order was faulty or our mistake.

Parcels refused or not collected

If you refuse a delivery or do not collect your parcel, we will refund you once it is back with us and checked, less a £5 shipping and handling fee.

Lost parcels

If your order is lost in the post we will replace it. If Royal Mail shows it as delivered but you did not receive it, we will investigate with you. We cannot replace orders delivered to an incorrect address given at checkout.

Subscriptions

You can pause, skip or cancel a subscription at any time by signing in to your account and choosing Manage subscriptions. Cancelling stops future orders. See our subscription cancellation policy for details.

Your legal rights

This policy does not affect your statutory rights, including your rights if goods are faulty or not as described.

Questions? Email hello@theoriginalbiltongcompany.co.uk.