Refund policy

Last Updated: July 8, 2026

We offer a 14-day return policy for our customers located in the European Union and other international regions. You have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be unopened, unused, with the protective seal fully intact, and in its original packaging. You will also need your receipt or proof of purchase.

⚠️ Note on Shipping Costs: Return shipping costs are paid by the customer, except where the item was delivered damaged or the wrong item was shipped. Original shipping fees are non-refundable.

HOW TO START A RETURN

To start a return, you must contact us first at return@fuel-up.com.

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

All approved European and International returns must be sent to our EU warehouse:

  • Fuelup Factory Sp. z o.o., Attn: Returns ul.Galaktyczna 32a, 80-299 Gdańsk, Poland

EU 14-DAY COOLING-OFF PERIOD (RIGHT OF WITHDRAWAL)

If your order is shipped to the European Union, you have the statutory right to cancel or return your order within 14 days, for any reason and without justification.

However, due to health protection and hygiene reasons (in accordance with Article 16(e) of the EU Consumer Rights Directive), this right does not apply to sealed goods that have been unsealed after delivery. Therefore, the item must remain unused, unopened, and in its original sealed packaging to qualify for a return.

📦 Important: You are responsible for packing your return securely. If the product packaging is damaged in transit due to inadequate packing on your part, we reserve the right to deduct the resulting loss of commercial value from your final refund.

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us immediately at return@fuel-up.com if the item is defective, damaged, or incorrect. In these cases, return shipping costs are covered by us, and we will offer a replacement or refund at our discretion.

EXCEPTIONS / NON-RETURNABLE ITEMS

The following items cannot be returned:

  • Opened or unsealed food supplements (any product where the original protective seal or packaging has been broken).

  • Items received for free (promotional gifts, samples).

  • Note on Sale Items: Unopened and sealed sale items may be returned within the standard 14-day cooling-off period in accordance with EU consumer law.

EXCHANGES

We do not offer direct exchanges. The fastest way to get the right item is to return what you have, then place a new order separately — you do not need to wait for your refund to be processed before ordering. Contact us at return@fuel-up.com to start a return.

REFUNDS

We will notify you once we have received and inspected your return, and confirm whether the refund is approved. If approved, you will be refunded to your original payment method within 10 business days. Your bank or card provider may take a few additional business days to post the refund to your account. If more than 15 business days have passed since your return was approved, please contact us at return@fuel-up.com.

CONTACT INFORMATION

  • General Email: return@fuel-up.com

  • Official Website: www.fuel-up.com

  • Europe Entity Details: Fuelup Factory Sp. z o.o. | VAT: 5842856230 Registered & Operational Address: ul.Galaktyczna 32a, 80-299 Gdańsk, Poland