The Weston Biltong Company LTD

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from www.thewestonbiltongcompany.co.uk (the “Site”).

PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site. 

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers , email address, and phone number. We refer to this information as “Order Information”.

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services. 

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

BEHAVIOURAL ADVERTISING
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads 

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

YOUR RIGHTS
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

DATA RETENTION
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

CHANGES
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

MINORS 

CONTACT US
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at [email protected] or by mail using the details provided below:

The Weston Biltong Company
[Re: Privacy Compliance Officer]
The Weston Biltong Company Ltd, 10 Westmere Close, Weston, Cheshire, CW2 5LT, United Kingdom

Returns

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, however we are happy to refund any packs that have not been opened or damaged in anyway. Within 7 Days from receipt. 

THIS EXCLUDES MYSTERY BAGS THIS ITEM IS NONE RETURABLE AND NONE REFUNDBALE

To complete your return, we will require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)
Pre made selection Packs with missing /damaged/used packs
Any item not in its original condition, if damaged for reasons not due to our error
Any item that is returned more than 7 days after delivery

If you belive there is an issue with any of our products you must return them in the original packaging with details of how they have been stored etc. If the item can not be returned to us to allow a full investigation to take place a refund will not be given.

Please Return to 

The Weston Biltong Company

Unit 114 Radway Green

Crewe

Cheshire

CW2 5PR

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Refunds if agreed will be issued on a pro rata basis i.e. used or opened packs will not be refunded.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. This can take up to 10 working days. But is normally much quicker.
If you’ve done all of this and you still have not received your refund yet, please contact us.

Gift Cards/Vouchers

Gift Cards/Vouchers are none refundable in anyway.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Missing Items/Incorrect Items

If you believe that any items are missing/incorrect from your order you must let us know via email or phone with 24hrs of Delivery any time outside of this we may not be able to help. We will need pictures of the parcel and the packaging the parcel was sent in with a copy of the postage label. This will allow us to complete a full investigation. Once we have completed our investigation we will let you know the outcome this may take take up to 14 working days. 

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email and send your item to: The Weston Biltong Company Ltd, Unit 103 The Courtyard Radway Green CW2 5PR We will not send any replacement until the original items are received back to us.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Items not delivered.

If your order has not been delivered within 7 working days of dispatch please let us know so we can start a full investigation into the where about of the item. This investigation may take up to 10 days (This may take longer at busy time of the year i.e Christmas). Once this is completed we will let you know via email and a refund issued if suitable.

Shipping
To return your product, you should mail your product to: The Weston Biltong Company Ltd, Unit 114 The Courtyard, Radway Green, Crewe CW2 5PR, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £20.00, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Returns

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, however we are happy to refund any packs that have not been opened or damaged in anyway. Within 7 Days from receipt. 

THIS EXCLUDES MYSTERY BAGS THIS ITEM IS NONE RETURABLE AND NONE REFUNDBALE

To complete your return, we will require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)
Pre made selection Packs with missing /damaged/used packs
Any item not in its original condition, if damaged for reasons not due to our error
Any item that is returned more than 7 days after delivery

If you belive there is an issue with any of our products you must return them in the original packaging with details of how they have been stored etc. If the item can not be returned to us to allow a full investigation to take place a refund will not be given.

Please Return to 

The Weston Biltong Company

Unit 114 Radway Green

Crewe

Cheshire

CW2 5PR

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Refunds if agreed will be issued on a pro rata basis i.e. used or opened packs will not be refunded.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. This can take up to 10 working days. But is normally much quicker.
If you’ve done all of this and you still have not received your refund yet, please contact us.

Gift Cards/Vouchers

Gift Cards/Vouchers are none refundable in anyway.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Missing Items/Incorrect Items

If you believe that any items are missing/incorrect from your order you must let us know via email or phone with 24hrs of Delivery any time outside of this we may not be able to help. We will need pictures of the parcel and the packaging the parcel was sent in with a copy of the postage label. This will allow us to complete a full investigation. Once we have completed our investigation we will let you know the outcome this may take take up to 14 working days. 

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email and send your item to: The Weston Biltong Company Ltd, Unit 103 The Courtyard Radway Green CW2 5PR We will not send any replacement until the original items are received back to us.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Items not delivered.

If your order has not been delivered within 7 working days of dispatch please let us know so we can start a full investigation into the where about of the item. This investigation may take up to 10 days (This may take longer at busy time of the year i.e Christmas). Once this is completed we will let you know via email and a refund issued if suitable.

Shipping
To return your product, you should mail your product to: The Weston Biltong Company Ltd, Unit 114 The Courtyard, Radway Green, Crewe CW2 5PR, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £20.00, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Our Shipping costs are free for any order over £50.00. Any Order under £50.00 will be shipped at a rate of £5.00 per order. Please remember that adding a few more bags of your favourite Biltong might just mean you get free shipping.

When items are sent by any method we don't guarantee any delivery times as this is out of our control. 

At busier times such as Christmas it may take a few days to dispatch your order. If your order is needed urgently, please call first first on 01270 382386 or email us so we can advise on delivery time scales.

From time to time, we may offer free shipping on certain items. (UK Only) in most cases this will be via Royal mail 48hr Tracked.

We use Royal Mail for most of our shipping you can track your order by downloading their app. Other larger items we may use tracked DPD service. At busy times of the year we may use other service's.

If multiple items are ordered, we will package them in as few as possible boxes to help reduce our carbon footprint and environmental impact. If you require items to be packed as displayed in the images for gifts etc please let us know when ordering.

If any items are received damaged, we require the following details/info, so we are able to make a claim with the courier company that delivered the goods.

Pictures of 

The condition the item was received in including images of the postage label, the outer packaging (Most times the items will be in a Couriers bag we need images of this) the contents of the parcel and any damage to them. These need to be submitted to us within 24hrs of the item been delivered or we may not be able to make a claim. And email them

We will then proceed with a claim with the courier company if we believe the damage has been caused by them.

This may take up to 10 working days and maybe longer at certain times of the year. You will be notified once a decision has been made.

We will do everything we can to resolve the issue, but we will need all the details above to action any resolution.

Most Items are sent out next day (UK Only) if ordered before 12.00 UK time it can take longer at peak periods up to 5 days. This is not always possible as your order may need to be freshly prepared, if you require the order to be sent urgently, please contact us. Before ordering ensure that your requirements can be met.

Final cut off date for Christmas orders 2023 is the 18th Dec, any orders received after this time may not be delivered by the 25th Dec 2023. By placing a Christmas order after this date you are accepting the items may not be delivered by the 25th Dec 2023. We can not be held responsible in this case.