At FuelX, we strive to provide quality products and a reliable shopping experience. If you receive a damaged, leaking, or tampered parcel, we are here to assist you.
Please read our Refund & Returns Policy carefully before placing an order.
Return / Claim Period – 7 Days
Customers may request a return, replacement, or refund within 7 days of receiving the order.
To qualify:
- The request must be made within 7 days of delivery
- The product must be in its original condition
- The customer must provide proof of purchase/order
- Supporting photos/videos may be required for verification
Requests made after 7 days may not be accepted.
2) Eligible Return or Replacement Cases
Returns or replacements may only be accepted in the following situations:
- Product received in damaged condition
- Product bottle/container is leaking
- Parcel was opened or tampered with during delivery
- Product was broken during shipment
- Wrong product received
- Product received in an unusable condition
3) Damaged Product or Open Parcel Cases
If your parcel arrives damaged, opened, leaking, or broken, you must report it to us as soon as possible.
Examples include:
- Leakage
- Broken bottle or cap
- Opened parcel
- Courier-damaged packaging
- Crushed or torn outer box
- Missing item(s)
To process such claims, customers must share:
- Clear photos of the parcel
- Clear photos or videos of the damaged product
- Photos of the shipping label
- Order number and delivery details
Courier Damage Responsibility
All orders are packed and dispatched by FuelX with proper care.
However, if a parcel or product is damaged during transit or mishandled by the courier company, then the damage cost or claim liability will be borne by the courier company
This means:
- FuelX sends the product in proper packed condition
- If the parcel is damaged after dispatch during delivery, the issue will be treated as courier damage
- In such cases, the damage claim may be processed against the courier company
- FuelX may assist the customer in reviewing the case, but the financial responsibility for transit damage may fall on the courier service provider
Examples of courier damage:
- Parcel opened during delivery
- Bottle leakage caused by rough handling
- Broken product due to impact in transit
- Outer packaging crushed or torn by courier handling
Claim Reporting Time for Courier Damage
To be eligible for a courier damage claim, customers are strongly advised to report the issue within 24 hours of receiving the parcel
Late complaints may be difficult to process with the courier company.
For faster resolution, please avoid using the product and report the issue immediately.
Advance Payment Refunds
If an order was placed through advance payment and the refund is approved, the amount will be refunded within 21 business days
Refund processing may take time due to:
- internal verification
- product/parcel review
- payment processing cycle
- courier damage investigation (if applicable)
Please note:
- Business days do not include weekends or public holidays
- Refund timing may vary slightly depending on the payment method or bank
Return Shipping Charges
In approved return cases:
One-way return charges may apply
This means:
- The customer may need to bear the cost of sending the product back
- Return shipping responsibility will depend on the reason for return
General rule:
- If the issue is from the customer side, return shipping may be customer-paid
- If the issue is verified and approved, FuelX may review the case accordingly
- If damage occurred due to courier mishandling, the matter may be handled under the courier damage claim
Replacement / Refund Decision
After reviewing the complaint and evidence, FuelX may decide to provide:
- Replacement product
- Refund
- Courier claim support
- Partial resolution, depending on the case
The final decision will depend on:
- evidence provided
- product condition
- courier handling condition
- internal review and approval
Non-Eligible Cases
Refunds / returns may not be accepted in the following situations:
- Product used after delivery
- Product damaged after customer handling
- Complaint raised after 7 days
- Courier damage reported too late
- No photo/video proof provided
- Change of mind after opening/using the product
- Minor packaging wear that does not affect the product
How to Request a Refund / Return / Replacement
To request a return or refund, please contact FuelX support and share:
- Full Name
- Order Number
- Contact Number
- Reason for complaint
- Photos/videos of parcel and product
- Delivery issue details
You may contact us through:
Important Note
FuelX reserves the right to approve or reject any return, refund, replacement, or damage claim after reviewing the provided evidence.
