Refund & Returns Policy

Effective Date: 23 July 2026

At FuelX Australia (“FuelX”, “we”, “our”, or “us”), we are committed to supplying quality automotive care products and providing excellent customer service.

This Refunds & Returns Policy outlines your rights and our procedures for returns, replacements and refunds. It operates in addition to your rights under the Australian Consumer Law (ACL) contained in the Competition and Consumer Act 2010 (Cth).

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under Australian law.

Your Consumer Rights

Under Australian Consumer Law, our products come with guarantees that cannot be excluded.

If a product has a major failure, you may be entitled to:

• a refund;
• a replacement; or
• compensation for any reasonably foreseeable loss or damage.

If the issue is not a major failure, we may choose to repair or replace the product within a reasonable time.

Return Timeframes

If you believe there is an issue with your order, please contact us as soon as reasonably possible.

For damaged, incorrect or defective products, we recommend notifying us within 7 days of delivery to help us investigate promptly.

Where damage occurred during shipping, we strongly encourage customers to report the issue within 24 hours of receiving the parcel to assist with courier investigations.

These reporting timeframes do not limit any rights you may have under Australian Consumer Law.

Eligible Returns, Refunds and Replacements

We may offer a refund, replacement or other appropriate remedy where:

• The product arrives damaged.
• The product is leaking.
• The parcel has been opened or tampered with before delivery.
• The wrong product was supplied.
• The product is faulty or defective.
• The product arrives in an unusable condition.
• The product does not match its description.
• The product fails to meet the consumer guarantees under Australian Consumer Law.

Damaged or Tampered Parcels

If your parcel arrives damaged, leaking or appears to have been opened during transit, please contact us as soon as possible.

Examples include:

• Leaking bottles
• Broken containers or caps
• Opened parcels
• Crushed packaging
• Torn cartons
• Missing items
• Products damaged during transport

To assist us in assessing your claim, please provide:

• Clear photographs of the parcel
• Photographs or videos of the damaged product
• A photograph of the shipping label
• Your order number
• A brief description of the issue

Providing this information promptly helps us resolve your claim as quickly as possible.

Courier Damage

All FuelX Australia orders are carefully packed before dispatch.

If a parcel is damaged while being transported by a courier, we will work with both you and the courier to investigate the matter.

Depending on the circumstances, we may:

• replace the product;
• provide a refund;
• arrange a replacement shipment; or
• lodge a damage claim with the courier.

Each claim is assessed individually.

Incorrect Orders

If you receive an incorrect item, please contact us as soon as possible.

Once verified, we will arrange an appropriate solution, which may include:

• sending the correct product;
• arranging return of the incorrect item (where required); or
• providing a refund where appropriate.

Faulty or Defective Products

If you believe a product is faulty or defective, please contact our Customer Support team.

Depending on the nature of the issue, we may request:

• photographs;
• videos;
• product batch information; or
• return of the product for inspection.

Where the product is found to be faulty, we will provide an appropriate remedy in accordance with Australian Consumer Law.

Change of Mind Returns

We do not generally offer refunds or exchanges for change of mind, incorrect product selection or where you no longer require the product.

However, we may consider change-of-mind requests at our discretion provided:

• the product is unopened;
• unused;
• in its original condition;
• in its original packaging; and
• returned within 14 days of delivery.

If approved:

• return shipping costs are the customer’s responsibility; and
• the original shipping charges (if any) are generally non-refundable.

Return Shipping Costs

Where a return is approved:

If the return is due to:

• a faulty product;
• an incorrect item supplied by FuelX;
• a product damaged before delivery; or
• another issue for which FuelX is responsible,

we will generally cover the reasonable return shipping costs or provide a prepaid return method.

If the return is due to a change of mind or customer error, the customer will generally be responsible for return shipping costs.

Refund Processing

Where a refund is approved, refunds will generally be processed using the original payment method.

Depending on your payment provider, refunds are usually completed within 5 to 10 business days after approval.

Some banks or payment providers may require additional processing time.

Replacement Products

Where a replacement is approved, we will arrange dispatch as soon as reasonably practicable after the claim has been assessed.

Replacement availability is subject to stock availability.

If a replacement product is unavailable, we may instead provide:

• a refund; or
• an alternative product of equivalent value (with your agreement).

Non-Eligible Returns

Returns or refunds may not be accepted where:

• the product has been used beyond what is reasonably necessary to inspect it;
• the damage resulted from misuse, neglect or improper storage;
• the product has been intentionally damaged;
• the product has been modified;
• normal wear and tear has occurred;
• the issue relates only to minor cosmetic packaging damage that does not affect the product itself; or
• the claim cannot be reasonably verified.

These exclusions do not apply where Australian Consumer Law provides otherwise.

How to Request a Return or Refund

To submit a return, refund or replacement request, please contact our Customer Support team and provide:

• Full name
• Order number
• Contact details
• Description of the issue
• Photographs or videos (where applicable)
• Delivery details

Providing complete information helps us assess your request more quickly.

Contact Us

If you have any questions regarding returns or refunds, please contact FuelX Australia.

Email: support@fuelx.com.au

Phone:

Business Address:

Policy Updates

FuelX Australia may update this Refunds & Returns Policy from time to time to reflect changes in our products, services or legal obligations.

Any updates will be published on this page together with the revised effective date.

Continued use of our website after changes are published constitutes acceptance of the updated policy.

Important Notice

This policy should be read together with our Terms & Conditions and Privacy Policy.

Nothing in this policy is intended to exclude, restrict or limit any rights you may have under the Australian Consumer Law.