TERMS AND CONDITIONS OF SALE
EFFECTIVE:13th March 2001

Please Note: that by placing an order on Susmans Best Beef Biltong Web Site it is deemed that you agree to adhere to all these conditions of supply

Susman`s Best Beef Biltong Co Ltd.(THE COMPANY) Contracts are made and orders accepted only upon and subject to these terms and conditions of business. ALL OTHER TERMS ARE HEREBY EXCLUDED UNLESS EXPRESSLY ACCEPTED IN WRITING BY THE COMPANY. For (private) Retail consumers these terms and conditions do not affect you statutory rights in any way. Please see code of practice

Times of Opening of shop and customer support

Privacy policy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice.
We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.We will not e-mail you in the future unless you have given us your consent.We will give you the chance to refuse any marketing email from us or from another trader in the future.
The type of information we will collect about you includes: ·

• your name ·
• address ·
• phone number ·
• email address ·
• credit/debit card details

We will never collect sensitive information about you without your explicit consent.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information which we hold will be held securely in accordance with our internal security policy and the law and the Which? Web Trader Code.
If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions/comments about privacy, you should email us at sales@biltong.co.uk

Security policy

We have an effective security policy that we review regularly. All credit card details that are given to us by you the customer are done so on a secure serve in addition we use a PGP security script that encodes your detail ensuring that they cannot be decoded until the information arrives with us. Please note that we do not store any of your payment detail on-line. All payment details are encripted by your creditcard company and we cannot access them at anytime.

Retail orders

Payment by credit card, cheque, postal order or money order in advance of dispatch.

Payment by PayPal are subject to the following conditions:

1) We will only dispatch your order to your verified PayPal Shipping address

2) Your order will not be dispatched for at least 48hr from receipt of us receiving your order

3) Please do not select Same Day Dispatch from the delivery options

4) If you are not happy with any of the above please select to pay for your order by Place my Order By Card

 

Title of goods for (retail customers)

Goods supplied by Susmans best beef biltong co Ltd to customers remain the property of the company until, un till paid for in full by the customer.

Prices

Orders are subject to acceptance by the company and to availability of goods and will be invoiced at prices ruling at the time of acceptance. Orders for forward delivery are subject to any changes due to fluctuation in exchange rates and changes of rates of duty, freight charges or insurance premiums.

Deliveries Terms:

Please note that we want you to enjoy the experience of shopping with Susmans and for you to receive your goods in perfect condition. So we do everything within our power to try to make this a pleasurable and stress free process, what you need to do is make sure that you are available to receive your goods on the day that we inform you that they will be arriving.

So please read the following information to help us make this happen.

Delivery

• Orders are not subject to a minimum order value.
• Delivery will be made to the address specified by the customer on the completed order form. This can be your home address or work address.
• We do our best to secure delivery within the time specified but shall not be liable for loss occasioned by delay in delivery arising out of any cause beyond our control.
• Should you wish to track your product please contact us at sales@biltong.co.uk and we will investigate on your behalf and reply by email asap.
• If for any reason beyond our reasonable control, we are unable to supply a particular product, we will notify you as soon as possible.
• All goods must be signed for on delivery by an adult aged 18 years or over.
• If no one of that age is at the address when the delivery is attempted the goods may be retained by the driver, in which case the driver will leave notification of attempted delivery and you will have to telephone to rearrange a delivery day. In these circumstances, if we have to return to deliver the goods, a further delivery charge may become payable.
• We cannot be held responsible for any spoilage of your goods if you were not in to receive your delivery.

If you are not able to accept your delivery on the day that we inform you it will arrive, you can arrange for the following but only before your goods are dispatched:

• Arrange for a different delivery day.
• Ask for your parcel to be left with a neighbour at your risk.
• Ask for parcel to be left safe on your premises, at your risk.
• Contact the courier company to re- arrange for the delivery to be made to you, we cannot be held responsible for any spoilage of your goods if you were not in to receive your delivery.

Delivery Time Scales

• Next day delivery is from date of dispatch. Orders must be received on previous day by 12 noon.
• If you are not going to be in, please do not arrange for a delivery on that day.
• Please note that we will notify you of your expected day this is only an approximate delivery date, we cannot guarantee that you order will reach you on this day but we hope that it will.
• Orders received by 5.00pm on Monday will be dispatched on Tuesday to be with you by Wednesday, unless otherwise notified.
• Orders received by 10.30am on Fridays will be offered the upgrade service for delivery on Saturday at an extra cost of £28.50 on top of stated delivery charge. You must confirm by email that you accept this charge by 11.30am on the same day for this service to be activated.
• If you order after 12 noon on Thursday and do not wish to upgrade to Saturday delivery, your orders will be dispatched on Monday for delivery on Tuesday.
• Please note that we cannot be held responsible for delays in you receiving your orders, beyond our control. We will always do our best to get your orders to you at the informed delivery time but in some circumstances delivery can take up to 48hr WORKING HOURS to arrive.
• All fresh and frozen meats are sent in poly boxes with disposable freezer blocks so it will be 100% OK even after 48hrs in transit.
• Please note that when frozen goods are sent we cannot guarantee that they will arrive frozen and they therefore should be consumed within 3 days of receipt.
• Orders placed will be delivered within 14 days maximum, unless we have contacted you and agreed alternative terms. Usually orders are dispatched within 48 hours of receipt of order as long as all goods are in stock, if something is out of stock we will notify you before the goods are dispatched.
• If you are not going to be in, please do not arrange for a delivery on that day.

 

Delivery Charges and times are as follows for retail orders on UK Mainland, excluding the Scottish Highlands
Monday - Friday Orders under £50.00	Courier ( delivery before 6.00pm Monday to Friday) next day from dispatch this is not Guaranteed	£6.50
Monday - Friday Orders over £50.00	Courier (delivery before 6.00pm Monday to Friday) next day from dispatch this is not Guaranteed **Free delivery is only for parcels delivered Monday to Fridays	FREE**
Saturday Deliveries	Courier delivery before 12.30pm Saturday, 0.001kg - 30kg to include packaging this is not Guaranteed	£28.50
Saturday Deliveries	Courier delivery before 12.30pm Saturday, Additional 14kg to include packaging	£8.00
All Fresh Meat Orders will be sent by Courier only Please note that boerewors, sosaties, steaks and koeksisters are frozen when packed and dispatched. Although they will be packed with disposable ice packs and insulation we cannot guarantee that the product will still be frozen upon delivery.
Scottish Highlands Orders under £50.00 0.01kg - 10kg to include packaging each kg over 10kg + £1.00	Courier Delivery 2 days from dispatch this is not Guaranteed	£11.90
Scottish Highlands Orders over £50.00 0.01kg - 10kg to include packaging each kg over 10kg + £1.00	Courier Delivery 2 days from dispatch this is not Guaranteed	£5.00
Channel Islands, N.Ireland, Isle of Man, Scilly Isles, Scottish Isles:- Orders under £50.00 0.01kg - 10kg to include packaging each kg over 10kg + £1.00	Courier Delivery 2 days from dispatch this is not Guaranteed	£16.50
Channel Islands, N.Ireland, Isle of Man, Scilly Isles, Scottish Isles:- Orders over £50.00 0.01kg - 10kg to include packaging each kg over 10kg + £1.00	Courier Delivery 2 days from dispatch this is not Guaranteed	£10.00
Isle of Wight Orders under £50.00 0.01kg - 10kg to include packaging each kg over 10kg + £1.00	Courier next day from dispatch this is not Guaranteed.	£10.00
Isle of Wight Orders over £50.00 0.01kg - 10kg to include packaging each kg over 10kg + £1.00	Courier next day from dispatch this is not Guaranteed.	£3.50
All other EU Deliveries Please place your order on line and we will confirm by email you delivery charge before any money is taken from your credit card. Prices below are what you can expect to pay and are per parcel, if your order needs to be packed into 2,3,4,5 etc parcels then the cost is multiples of below. We will always endeavour to pack your parcel into 1 to keep costs at a minimum NO Fresh or frozen meats will be dispatched for delivery off the UK mainland due to the time the delivery will take to get to you.
Zone 1 (0-30kg include packaging per box ) Belgium, France, Germany, Luxembourg, Netherlands, Republic of Ireland	Courier ( delivery before 6.00pm Monday to Friday) 4-5 day from dispatch this is not Guaranteed.	£19.50
Zone 2 (0-30kg include packaging per box ) Austria, Denmark	Courier ( delivery before 6.00pm Monday to Friday) 5-6 day from dispatch this is not Guaranteed.	£24.50
Zone 3 (0-30kg include packaging per box ) Czech Republic, Italy, Slovakia, Spain(Mainland Only)	Courier ( delivery before 6.00pm Monday to Friday) 5-6 day from dispatch this is not Guaranteed.	£24.50
Zone 4 (0-30kg include packaging per box ) Estonia,Finland, Hungary, Poland, Portugal, Slovenia, Sweden	Courier ( delivery before 6.00pm Monday to Friday) 5-6 day from dispatch this is not Guaranteed.	£29.50
Zone 5 (0-30kg include packaging per box ) Bulgaria, Greece (inc islands), Latvia, Lithuania, Romania	Courier ( delivery before 6.00pm Monday to Friday) 5-8 day from dispatch this is not Guaranteed.	£32.50

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Deliveries for Customers

Although every effort will be made to deliver goods as ordered the company cannot accept responsibility for delays due to circumstances beyond its control. Delivery dates & time are given in good faith by the Company to indicate estimated delivery times but shall not amount to any contractual obligation to deliver at the time stated and is subject to payment clearance, locality, human error, courier company error and system failure. The company will accept no liability for direct or consequential loss or damage arising from delay in delivery beyond our control.

We reserve the right to refuse to supply any individual or company.

By agreeing to order products on this site the buyer agrees to buy at the price and in the way described on the site. The seller's acceptance of the order is conditional on receipt of payment, the ability of the seller to provide the product and there being no error or innocent misrepresentation by either party. If for any reason the product/service cannot be provided within 30 days, any payment will be fully refunded. The buyer accepts responsibility for judging the suitability of the product for the buyer's required purpose.

Claims

Claims can only be made through the Susmans Best Beef Biltong Co Ltd customer service department on Telephone: 01273 516160 and in writing to either Fax No:01273 516165 or E-mail: sales@biltong.co.uk . Any claims made before prior communication with the Susmans Best Beef Biltong Co Ltd customer service department will not be considered. For orders sent by mail no claim will be considered if you sign for the goods as received in good condition.

1. All goods must be counted upon receipt. Any shortage must be indicated on the delivery note at the time of delivery.
2. All goods must also be checked for damages upon receipt. Any damage must be indicated on the delivery note at the time of delivery. If goods are signed for as received in good order (not damaged), no claim can be made against this delivery.
3. All goods must be checked against the delivery note within 24hr of delivery.
4. Any claim in respect of the above should be made by telephone, fax or e-mail to the Susmans Best Beef Biltong Co Ltd service department within 48hr of the delivery (01273 516160) , fax 01273 516165 e-mail claims@susman.com
5. Credit may not be given for goods returned without prior agreement from the Susmans Best Beef Biltong Co Ltd service department. The company reserves the right to recover carriage and handling costs where unauthorised returns are made.
6. No claims will be entertained unless the above conditions are strictly adhered to.
7. No credit or refund will be give for any goods ordered in error by the customer.
8. No credit or refund will be given for any losses due to the incorrect storage or merchandising by the customer, of any goods supplied by Susman`s Best Beef Biltong Co Ltd.
9. No credit or refund will be give for any orders cancelled without the agreement of Susmans Best Beef Biltong Co Ltd in advance and in writing.
10. No credit or refund will be give for any orders cancelled due to late delivery unless it has taken longer than 21 days to arrive from dispatch and it was due to an error on the part of Susmans Best Beef Biltong Co Ltd. We will however sort out any problems due to spoilage of goods etc as long as it is not due to customer negligence.
11. No credit or refund will be give for any orders cancelled due to late delivery due to adverse weather conditions and our delivery companies are unable to make said delivery.
12. ANY ORDERS THAT ARE REFUSED, NOT COLLECTED OR RETURNED for whatever reason, ON A DELIVERY ATTEMPT, WITHOUT THE WRITTEN PERMISSION OF SUSMANS WILL INCUR A CHARGE OF 20% PLUS THE COST OF THE DELIVERY CHARGE, EVEN IF FREE DELIVERY WAS GIVEN at the time the order was placed. Any order returned for a refund with the permission of Susmans will incur charges as agreed at the time between Susmans and the customer.

Complaints

If you find that you are not satisfied with any product or service please feel free to contact Mr Larry Susman at sales@biltong.co.uk or Fax: 01273 516165 and you will receive a written response within 5 working days. We will endeavour to resolve any complaint with in a further 14 working days.

Faulty Goods

If the goods turn out to be faulty or different from those the consumer ordered, we will offer the consumer a full refund. This will be done within 30 days of agreeing to give the refund at the latest.

Mistakes in bills, receipts or payments

Any mistakes in bills, receipts or payments as soon as possible, and at the latest within 30 days of agreeing to do so. Guarantee All goods offered by the company are guaranteed to meet statutory requirements. However, the company cannot accept responsibility where goods supplied are subject to further processing or re-packaging by the customer.

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HOW TO STORE YOUR BILTONG

Usually the only reason for Biltong or any other cured meat to go bad is if it is stored incorrectly.

Sliced Biltong should ideally only be wrapped in paper and should be unwrapped by the customer as soon as possible. Once unwrapped, it should be stored in either a wooden or glass bowl without a lid so that the meat can breath. Please note that you must turn the meat every day so that it does not remain in contact in the same area, because if covered or not turned it will sweat and as a result will go mouldy. This happens because when it sweats the moisture lies on the wrapping and a mould will grow on the wrapping and later it will spread to the biltong as well. The bowl should then be placed in a cool dry place until needed.

Biltong in sticks, you must unwrap them as soon as you receive them and hang them up to air for the same reasons as above. Please note that the best before dates that we place on all meat products will be 7 days from dispatch. This is because we do not know how you are going to store you biltong. If you are going to eat this after the best before, that is perfectly OK, as this is not a use by date just a recommended best before consumption date. If you have stored your biltong as instructed it will be absolutely fine to eat for anything up to 3 months.

Please note that under no circumstance should the biltong be left in the wrapping that you received it in, if you do leave it in the wrapping your biltong might go mouldy as a result. If you have not followed our suggested instructions and your biltong goes mouldy we will not replace it.

If however you receive your biltong and it is not in 100% tip top condition for any reason you must notify our mail-order department within 24hrs of receiving your order, so that we can arrange for a replacement to be sent.

However if you have ordered wet (gas flushed) biltong and it is delivered in our GAS FLUSHED PLASTIC BAGS PLEASE USE BY THE BEST BEFORE DATE BUT DO NOT OPEN UNTIL YOU INTEND TO CONSUME Once opened take out of bag and store as above.

DO NOT DO ANY OF THE FOLLOWING WITH YOUR BILTONG.

LEAVE IN THE WRAPPING (unless gas flushed)
PLACE IN A FRIDGE FOR LATER USE
FREEZE FOR LATER USE
PLACE IN HUMID CONDITIONS e.g. airing cupboard

YOU HAVE BEEN INFORMED

Please Note: that by placing an order on Susmans Best Beef Biltong Web Site you agree to adhere to all these conditions of supply

1. Postage Rates apply ONLY to UK MAINLAND for all other areas we will confirm delivery costs by email.
2. For N.Ireland, Channel Islands and other Isles delivery might be two to three days, we will confirm time by separate email.
3. In the event that a Special Offer or Discount is not reflected in the cashier produced total a human will intervene to ensure that your bill is reduced accordingly.
4. Fresh Meat is not sent by Special delivery please take note of warnings on the pages.
5. Please note that we can now export our biltong to all EU countries, no fresh or frozen meats will be dispatched outside of the UK mainland, due to delivery times.