Refund policy
At Fuel-Up, we always guarantee original, authentic, and high-quality products that have a minimum of 3 months until expiry.
We are confident in our product quality, but if, for any reason, you are not happy with the goods you receive, please contact us immediately at store@fueluplife.com. If the returns criteria are met, we will refund your money or arrange delivery of a replacement product.
Change of Mind Returns
If you no longer require the product(s) you have ordered and received, you have the right to a full refund (less any transportation costs) if you meet the criteria below:
- The product is unopened and in the same condition as it was received.
- It has been less than 7 days since you received the product.
We have set high expectations for ourselves, so if you feel that we haven’t quite met any of our promises, please feel free to contact us at store@fueluplife.com.
Eligibility for Returns
- Within 7 days of receiving the product
- Products must be unopened, unused, and in their original packaging to be eligible for a return.
- A receipt or proof of purchase is required for returns.
Non-Returnable Items
The following items cannot be returned:
- Opened or used products
- Gift cards
- Clearance items
Return Process
To submit a return request, please contact store@fueluplife.com via email. Please include:
- The reasoning for your return request
- Proof of payment (e.g., a receipt or confirmation email)
- An accurate photo of the relevant product
Fuel-Up will arrange for a pickup by courier via email.
Return Shipping:
- If you simply decide that you no longer require the product that you ordered, the customer will incur an AED 20 return charge.
- If the product delivered is incorrect or damaged, your return will be free of charge.
Refund Process
- Inspection and Approval: Returned items will be inspected upon receipt, and customers will be notified of the approval or rejection of their refund.
- Refund Method: Refunds will be processed using the original method of payment and may take up to 7-10 business days after approval.
Exchanges
Fuel-Up does not participate in product exchanges. If you would like to return your order, please refer to the return information above.
Damaged or Defective Items
If your order is damaged or defective, please contact store@fueluplife.com immediately. We strive to deliver high-quality goods that are fit for purpose. Please include:
- Information detailing the damage
- Proof of payment (e.g., a receipt or confirmation email)
- An accurate photo of the damaged/defective product
Inspection and Approval: Returned items will be inspected upon receipt, and customers will be notified of the approval or rejection of their refund.
Refund Method: Refunds will be processed using the original method of payment and may take up to 7-10 business days after approval. Alternatively, we can arrange for a replacement order to be delivered free of charge.
International Returns
Fuel-Up does not currently ship internationally. If the contents of your order reside outside the UAE at the time of your return request, we cannot arrange for product collection, and therefore the return request will be deemed invalid.
Contact Information
- Email address: store@fueluplife.com
- Phone number: +971 55 974 5925
- Operating hours: Weekdays 09:00 - 17:00 (Excluding Public Holidays)
Changes to the Policy
Fuel-Up reserves the right to update or modify the return and refund policy at any time and advises customers to review the policy periodically.