Energy Fuel UK Returns Policy

At Energy Fuel UK, we aim to provide a straightforward and hassle-free returns and refund process for all customers across the UK. Please read the information below carefully before requesting a return, replacement, repair or refund. Moreover

30-Day Money-Back Guarantee

You are entitled to return eligible goods within 30 days of delivery for a full refund, including the cost of standard delivery.

Please note:

  • Premium delivery services such as 1–2 working day shipping are non-refundable.
  • Returned products must be:
    • Unused
    • In a resalable condition
    • In their original packaging
    • Returned with all accessories, manuals and promotional items

Custom-made, made-to-measure or personalised products are non-returnable unless faulty.

Business Customer Returns Energy Fuel UK Returns Policy

Business customers may return correctly supplied goods for credit within 30 days.

The following deductions may apply:

  • A 15% handling charge for products requiring repackaging or where packaging is damaged
  • Original carriage costs
  • Collection or return delivery costs

All items must be returned in resalable condition.

How to Return an Item

Please include:

  • A copy of your original invoice, or
  • A completed returns form

This helps us process your return quickly and accurately.

For return requests, replacements or refunds, contact:

How We Process Returns

Once your goods are returned to us:

  1. Items are inspected within 3 working days
  2. We confirm the products are unused and resalable
  3. Refunds are processed within 14 days of approval
  4. Replacement items are dispatched as quickly as possible

Products returned without original packaging may still be accepted in exceptional cases, but a 15% handling charge may apply.

Packaging Returned Goods

To avoid damage during transit:

  • Keep all original packaging until you are certain you want to keep the item
  • Use a strong cardboard box with protective packaging if original packaging is unavailable
  • Ensure products are protected from scratches, moisture and impact damage

Energy Fuel UK cannot accept responsibility for items damaged due to insufficient packaging.

Unwanted Items

If your item is unwanted but not faulty:

  • It must be unused and in resalable condition
  • Original packaging must be included
  • Any promotional or free items supplied with the order must also be returned

Customers are responsible for return postage costs and the risk of damage during transit. We recommend using tracked or insured delivery services.

Exchanges

If a product is unsuitable, you may request an exchange within 30 days of delivery.

To qualify:

  • The item must be unused
  • No fuel, gas or liquids must have passed through the product
  • Original packaging must be included

Refunds include standard delivery charges only. Premium delivery upgrades are non-refundable.

Collection Service

Energy Fuel UK offers a collection service starting from £15.00 per parcel (up to 30kg) for addresses within Great Britain.

Collection fees vary depending on:

  • Parcel size
  • Weight
  • Delivery location
  • Product type

For oversized or palletised items, please contact our customer service team for a quotation.

Repairs & Warranty Information

All products supplied by Energy Fuel UK include a minimum 12-month warranty, subject to manufacturer terms and conditions.

If your product develops a fault within the warranty period:

  • The item may be tested at our distribution centre
  • Alternatively, it may be returned to the manufacturer for inspection
  • Testing can take up to:
    • 1 to 21 days at our distribution centre
    • 1 to 6 weeks with the manufacturer

Furthermore once a fault is confirmed, we will:

  • Repair the product
  • Replace the product, or
  • Offer a refund where appropriate

Installation Requirements

For safety and compliance reasons:

  • All gas appliances and related components must be installed by a qualified and competent engineer
  • UK installations must be completed by a Gas Safe Registered Engineer
  • Republic of Ireland installations must be completed by an RGII Registered Installer

Proof of installation or commissioning certificates may be required for warranty claims.

No Fault Found

If no fault is identified during inspection:

  • Collection and re-delivery charges may apply
  • A 15% handling fee may be deducted if the item is no longer wanted

Order Cancellations

Before Dispatch

Orders may be cancelled before dispatch for a full refund.

Furthermore to cancel an order, contact:

Refund Timescales

Refunds are typically processed within:

  • 3 working days after returned goods are inspected and approved
  • Up to 14 days during busy periods or where manufacturer inspections are required

Refunds are issued using the original payment method.

Damaged or Incomplete Orders

Damaged in Transit

If your order arrives damaged:

  • Notify us within 24 hours of delivery
  • We will arrange a replacement or refund
  • Damaged goods will be collected free of charge

Missing Items

If your order is incomplete or items are missing, please contact us immediately so we can resolve the issue quickly.

Contact Energy Fuel UK

For returns, refunds, exchanges, repairs or collections, contact our customer support team: