Refund policy
We make our biltong fresh, in small batches, to ensure we ship your order from the most recent production cycle. And you probably also know, that our biltong is made of all natural ingredients to ensure great taste, nutrition and function in each bite.
Because of this, we’re not able to accept returns on food products once they’ve been delivered.
That said, if something isn’t right with your order, we’ll take care of it.
Please check your order when it arrives.
If something is:
Damaged
Incorrect
Not as expected
Just email us at hello@prymalbiltong.com within 48 hours of delivery, and include:
Your order number
A short description
A photo/video (if possible and where applicable)
We’ll review it quickly and make it right, either with a replacement or a refund.
For food safety reasons, we don’t ask you to return edible products.
Why food products can’t be returned:
Some PRYMAL products are perishable and made for freshness.
Under EU consumer protection rules, the right of withdrawal does not apply to:
Perishable goods
Sealed food items once opened
This means that once delivered, food products cannot be returned unless there is a fault or issue with the order.
Non-food items (if applicable)
If you’ve purchased non-perishable items (such as merchandise), you can request a return within 30 days of delivery, provided that:
The item is unused
It’s in original condition and packaging
You have proof of purchase
To request a return, contact us at hello@prymalbiltong.com
Returns must be sent to:
PRYMAL BRANDS SIA
Baltā iela 1
Rīga, LV-1055
Latvia
Returns need to be approved before sending. Items sent without prior approval will not be accepted.
Unless the return is due to our error, return shipping costs are the responsibility of the customer.
Refunds
Once we’ve reviewed your case, we’ll let you know the outcome.
If a refund is approved:
It will be issued to your original payment method.
Processing time is typically up to 10 business days.
Please note that your bank or payment provider may take additional time to process the refund.
If more than 15 business days have passed since approval, please do contact us.
A quick note on freshness
PRYMAL biltong is a natural, air-dried product.
To enjoy it at its best:
Store in a cool, dry place
Follow directions on the packaging
Consume soon after opening
Questions
If you have any questions at all, just reach out:
📧 hello@prymalbiltong.com