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Refund policy

To start a return, please get in touch with us via our "Contact Us" page and provide your order number along with details of the item(s) you wish to return. You have 30 days from the date of receiving your order to request a return. Please note that you will be responsible for any fees associated with returning your items. To ensure your return arrives safely, we highly recommend using a trackable shipping service. We cannot accept returns for products that have been damaged by the customer or are not in their original condition.

Return Eligibility

  • Items must be unused, in their original condition, and in original packaging.
  • Returns sent without prior approval will not be accepted.
  • Sale items and gift cards cannot be returned.
  • Shipping cost and shipping protection are not refundable.
  • Fuel Cannot Be Returned: For safety and legal reasons, bioethanol fuel is non-returnable.

Exceptions / non-returnable items

We cannot accept returns for hazardous materials, flammable liquids, or gases. This includes all Smart Fuel bioethanol fuel.  Please get in touch if you have questions or concerns about your specific item. 

We also cannot accept returns on sale items or gift cards.


Processing & Refunds

Once our Customer Experience Team approves your return, we will send you a return shipping label along with instructions. Alternatively, you can use your own return shipping label. If you choose this option, please ensure that you provide trackable shipping information to prevent any issues with missing packages.

We aim to process all returns as quickly as possible; however, please allow up to 14 days for your request to be completed. Once we receive and process your return, we will issue a refund to your original method of payment.

 

If you do not receive your refund within 7 days after we have received your return, please reach out to us through our contact page. We will address any issues as promptly as we can.

 

Order Cancellation:

You may cancel your order if you like. After completing the purchase, you have 12 hours to get in touch with us. Due to the fact that our orders are immediately submitted to our fulfillment and logistics for processing the following morning, we do not accept cancellations of orders made outside of the 12-hour window.

Please get in touch with us as soon as you can, before mailing the item, if you made a mistake with your order information or delivery address. We would be pleased to assist you.

 

Product Never Arrived:

Our estimated shipping time is 5-8 business days, excluding the preparation and processing time for your order, which takes 1 to 3 business days. If your products have not arrived within this timeframe, please allow an additional 5 business days for delivery. There are some situations beyond our control, so feel free to contact us for updates. If your products have not arrived after a total of 15 business days, we will issue you a full refund immediately.

We appreciate your business and value your satisfaction. If you have any questions or concerns about your order, please don't hesitate to contact us. We are here to help!

You can send us an email or give us a call. Our customer service team is available Monday through Friday, from 9:00 am to 5:00 pm EST:

Email: orders@trysmartfuel.com


Damages and issues

 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.