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Customer support policy

Refunds and Returns

Effective date: 27 July 2026
Contact FuelGuard before returning a product. An authorised return reference and the correct return address are required so the product can be identified and assessed.

1. Reporting an issue

Submit the order number, product, delivery date, issue description and clear photographs through the contact page. Where a safety or defect concern exists, stop using the product until guidance is provided.

2. Incorrect, damaged or incomplete deliveries

Report visible courier damage, an incorrect item or missing component promptly after delivery. Retain the original packaging and all delivered parts. We may arrange inspection, replacement, repair, completion of the order or another lawful remedy based on the circumstances.

3. Defective products

Products believed to be defective will be assessed against the applicable specification, instructions, condition and use history. A defect remedy may include repair, replacement or refund where required by applicable law and the relevant warranty.

4. Unwanted standard products

A request to return an unused standard product should be made promptly. Acceptance is subject to applicable consumer rights and assessment of whether the product is complete, unused, undamaged, hygienically and safely returnable, and in its original protective packaging.

5. Products that may not be suitable for change-of-mind return

Subject to mandatory law, return rights may be limited for:

  • custom-made, sized, branded or configured products;
  • products prepared specifically for a fleet or depot rollout;
  • consumable or contamination-sensitive components once opened;
  • products exposed to fuel, chemicals or unsafe handling;
  • damaged, incomplete or modified items; and
  • digital, training or procedural materials already supplied or accessed.

6. Return condition and packaging

The customer must package an authorised return safely, include all components and clearly display the return reference. Fuel-testing glassware must be clean, dry, free of fuel residue and packed to prevent breakage.

7. Return transport

Responsibility for return transport and cost depends on the reason for return, the applicable law and the written return authorisation. Do not send goods to an address obtained from an old invoice or website record without confirmation.

8. Inspection and resolution

Returned items may be inspected before the remedy is finalised. If the issue results from misuse, unsafe handling, incorrect cleaning, unapproved modification, normal wear or use outside the stated application, the claim may be declined where lawful.

9. Refund method and timing

Approved refunds are normally processed to the original payment method or another agreed method after the return and supporting records have been validated. Bank and payment-provider processing periods are outside FuelGuard’s direct control.

10. Application advice

Where a product was supplied based on information provided by the customer, a return request may require confirmation of the fuel type, tank, equipment, sample method or operating conditions.

Safety notice: Never ship a product containing fuel residue or an undeclared hazardous substance. Obtain return instructions before dispatch.

This policy does not limit consumer rights that cannot lawfully be excluded. Order-specific warranty or return terms may be stated in the applicable quotation or invoice.