Refund policy

Refunds and Returns

We want you to enjoy what you ordered. If something isn't right, tell us and we'll sort it out.

If your order arrives damaged, incorrect or spoiled

Email getsome@tongmasters.com.au or call 0416 480 149 within 48 hours of delivery, with a photo if you can. We'll replace the item on the next dispatch or refund it in full, whichever you'd prefer. You won't need to post anything back to us.

Change of mind

Because biltong is a perishable food product, we can't accept returns or offer refunds simply for change of mind. Once a bag has left us we can't resell it, and food safety rules don't allow us to take it back into stock. Please choose your size carefully. If you're not sure, start with the 200g.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded. If a product is not of acceptable quality, is unsafe, or does not match its description, you are entitled to a replacement or a refund, and to compensation for any other reasonably foreseeable loss or damage.

Orders that don't arrive

If your parcel hasn't turned up within 10 business days of dispatch, get in touch and we'll chase it with Australia Post. If it is genuinely lost we'll resend or refund it.

Cancelling an order

Email or call us as soon as you can. If we haven't packed and dispatched it yet, we'll cancel and refund in full.

How refunds are paid

Refunds go back to your original payment method, usually within 5 business days of us approving them. How quickly it appears depends on your bank.

Catering orders

Catering bookings are covered by our separate catering terms and conditions, including the cancellation schedule.

Contact us

Tongmasters
1 City Farm Place, East Perth WA 6004
getsome@tongmasters.com.au
0416 480 149