Refund policy

1. EU/EEA right of withdrawal

If you are an EU/EEA consumer, you generally have 14 days from the day you, or a person designated by you, receives the goods to withdraw from an online purchase without giving a reason. For multiple goods delivered separately, the period generally starts when the final item is received.

Exercise the right before the period expires. The primary route is the online withdrawal function described below. You may instead email an unambiguous statement to support@acefuel.com or use the optional model form at the end of this pack.

2. Primary online withdrawal function

Use the persistent “Withdraw from contract here” link on acefuel.com. The function must remain prominently displayed and easily accessible throughout the withdrawal period. It must work without requiring a customer account where guest checkout is available.

Enter your name, email address and order number, select the products and quantities concerned, review the declaration and choose “Confirm withdrawal”. ACEFUEL will immediately send an email acknowledgement containing the withdrawal declaration and its submission date and time.

A withdrawal takes effect when you submit it through the function; it is not subject to ACEFUEL approval. Email or another unambiguous statement remains accepted. The model form is an optional legal fallback, not the normal return workflow.

3. Sending the goods back

After notifying us, return the goods without undue delay and no later than 14 days after your withdrawal notice. Return address: [TO BE CONFIRMED]. Do not send a parcel before receiving return instructions.

For a change-of-mind withdrawal, you pay the direct return postage. Use suitable packaging and retain proof of shipment. You are responsible for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

4. Sealed and excluded goods

A statutory withdrawal right does not apply where a legal exception applies. In particular, where goods are delivered sealed and are not suitable for return for health-protection or hygiene reasons, the right may expire after the seal is broken. An exception may also apply to goods liable to deteriorate or expire rapidly. These exceptions are applied only to the extent permitted by applicable law.

For safety and quality control, please do not open individual sachets or break product seals if you may wish to return the product. Opening outer delivery packaging solely to inspect the product does not by itself remove statutory rights.

5. Refunds after withdrawal

We will refund payments received for the returned goods and, when the entire order is withdrawn, the cost of our least expensive standard delivery option. Extra cost caused by choosing a premium delivery method is not refundable unless required by law.

We will make the refund without undue delay and no later than 14 days after receiving the withdrawal notice, but we may withhold it until we receive the goods or you provide proof of return, whichever occurs first. Refunds are made to the original payment method unless expressly agreed otherwise.

6. Customers outside the EU/EEA

Where local mandatory law does not provide a broader right, ACEFUEL offers a contractual 14-day change-of-mind return period from receipt on the same basic conditions in sections 3 and 4. The customer pays return postage and any non-refundable customs or carrier charges. Local mandatory consumer rights always prevail.

7. Wrong, damaged or defective products

If we sent the wrong product or goods arrive damaged, defective or non-conforming, contact support@acefuel.com promptly. Include the order number, a description and photographs where reasonably possible. ACEFUEL will cover reasonable return costs where a return is required and provide the remedy required by law. Do not return unsafe or leaking goods until we provide instructions.

8. Cancellations before dispatch

Contact us as soon as possible if you want to cancel or change an order. We cannot guarantee changes once fulfilment has begun. If the order has already shipped, the return rules above apply.