Refund policy
At Fuel Up Energy HQ, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, please review the return and refund terms below.
1. Returns
We accept eligible returns within 30 days of delivery.
To be eligible for a return:
- The item must be unused and in its original condition.
- The item must be returned with its original packaging, accessories, and tags, when applicable.
- You must provide proof of purchase or your order number.
- You must contact us before sending any item back.
Some products may not be eligible for return due to their nature, hygiene requirements, customization, or other applicable restrictions.
2. Damaged, Defective, or Incorrect Items
Please inspect your order when you receive it.
If your product arrives:
- Damaged
- Defective
- Incorrect
- Missing parts or accessories
please contact us within 7 days of delivery and provide your order number along with clear photos or videos showing the issue.
After reviewing the information, we may offer a replacement, refund, or another appropriate solution.
Please do not return a damaged or defective product without contacting us first.
3. Change of Mind
If you simply change your mind about your purchase, you may request a return within 30 days of delivery, provided the product is unused and meets our return requirements.
Return shipping costs for change-of-mind returns are generally the responsibility of the customer.
Original shipping charges are non-refundable unless the return is due to an error on our part, a defective product, or another circumstance where a refund of shipping is required by applicable law.
4. Items That Cannot Be Returned
Certain items may be non-returnable, including:
- Used or opened products where return is not appropriate due to health or hygiene reasons
- Personalized or customized products
- Clearance or final-sale items, where clearly identified
- Gift cards
- Products damaged after delivery due to misuse, improper installation, accident, or normal wear and tear
- Items returned without prior authorization
5. Return Process
To request a return, please contact our customer support team with:
- Your full name
- Order number
- Reason for the return
- Photos or videos, if applicable
- Any other information we may reasonably request
If your return is approved, we will provide instructions for returning the product.
Do not send products to the address shown on the package or to the supplier unless we specifically instruct you to do so.
Because some of our products may be fulfilled and shipped by third-party suppliers, the return address may vary depending on the product and order.
6. Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow your payment provider additional processing time for the refund to appear in your account.
Depending on your bank or payment provider, it may take several business days for a processed refund to appear.
7. Partial Refunds
In certain situations, only a partial refund may be issued. This may apply when:
- The product has been used or damaged after delivery.
- The product is missing original components or packaging.
- The item shows signs of wear beyond what is reasonably necessary to inspect the product.
- The return does not meet all eligibility requirements.
8. Late or Missing Refunds
If you have been notified that your refund was processed but you have not received it:
- Check your bank or payment account.
- Contact your credit card or payment provider.
- Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us so we can assist you.
9. Order Cancellations
We process orders as quickly as possible. If you need to cancel an order, contact us as soon as possible after placing the order.
A cancellation request is not guaranteed once an order has entered processing or shipping.
If the order has already been shipped, you may need to receive the product and follow our return procedure.
10. Incorrect or Incomplete Shipping Address
Customers are responsible for providing an accurate and complete shipping address at checkout.
If an order is returned or cannot be delivered because of an incorrect or incomplete address provided by the customer, additional shipping costs may apply.
We may not be able to issue a full refund for orders that cannot be delivered due to an incorrect address.
11. Lost or Stolen Packages
Once an order has been marked as delivered by the shipping carrier, Fuel Up Energy HQ is generally not responsible for packages that are lost or stolen after delivery.
If your package is marked as delivered but you cannot locate it, please first check with household members, neighbors, the delivery carrier, or your local delivery facility.
We will make reasonable efforts to assist you with the carrier when possible.
12. Return Shipping
Unless the product is defective, damaged, incorrect, or the return is otherwise required by applicable law, the customer is responsible for return shipping costs.
We recommend using a trackable shipping service when returning an item. We are not responsible for products lost or damaged during return shipping when the customer arranged the return.
13. Exchanges
We may offer exchanges for defective, damaged, or incorrect products depending on product availability.
If the requested replacement is unavailable, we may offer a refund or another appropriate solution.
14. Dropshipping & Third-Party Fulfillment
Some products sold through Fuel Up Energy HQ may be fulfilled and shipped directly by third-party suppliers or fulfillment partners.
This does not affect your rights as a customer. However, return procedures and return addresses may vary depending on the product and supplier.
Please contact us before returning any product so that we can provide the correct return instructions.
15. Changes to This Policy
We reserve the right to update or modify this Return & Refund Policy at any time.
Any changes will be posted on this page with an updated "Last Updated" date.
16. Contact Us
If you have questions about returns, refunds, or your order, please contact our customer support team through the contact information provided on our website.
When contacting us, please include your order number so we can assist you more quickly.
Fuel Up Energy HQ
Website: https://fuelupenergyhq.com/