Refund policy
Return & Replacement Policy
Every return and replacement request is assessed individually by our support team on a case-by-case basis. Please note that we currently do not offer refunds. We only offer replacements for eligible items.
Order Cancellations
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Before Shipment: You can cancel your order only if it has not yet been shipped. Please contact our support team immediately to request a cancellation.
- After Shipment: Once an order has been shipped, it cannot be canceled.
Eligibility for Replacements
We offer replacements exclusively in the following situations:
- The product received is defective.
- The product was damaged during transit.
- The incorrect product was delivered.
- The shipment was lost in transit and not delivered.
- To be eligible, your item must be unworn, unused, with original tags, and in its original packaging. You must also provide the receipt or proof of purchase.
The 2-Day Reporting Rule & Required Proof
You must contact us within 2 days of receiving your item to request a replacement. Requests raised after this 2-day window will not be accepted.
Mandatory Unboxing Video:
To claim a replacement for a missing, damaged, or incorrect item, you must provide a clear, uninterrupted unboxing video showing the sealed package being opened. Without this video, your claim may be rejected. You may also be asked to provide clear photographs of the product, packaging, invoice, and shipping label.
Non-Returnable Items & Exceptions
We do not accept returns, replacements, or refunds for:
- Change of mind after purchase.
- Incorrect products selected by the customer during checkout.
- Items damaged due to misuse, negligence, improper handling, or normal wear and tear.
- Products that have been used, consumed, altered, or are missing original packaging.
- Perishable goods (food, flowers, plants).
- Custom or personalized products.
- Personal care goods (beauty products).
- Hazardous materials, flammable liquids, or gases.
- Sale items or gift cards.
How to Request a Replacement
- Contact Us: Reach out to our support team within 2 days of delivery via email or WhatsApp.
- Submit Proof: Share your unboxing video, photos, and receipt.
- Review: Our team will review your request on a case-by-case basis.
- Approval & Dispatch: If approved, we will provide instructions on how to return the original item. A replacement will be processed within 2–3 business days and typically delivered within 4–7 business days (subject to product availability and courier timelines).
Items sent back to us without first requesting a return will not be accepted.
European Union Customers (14-Day Cooling-Off Period)
Notwithstanding the above policy, if your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. The item must be in the exact condition you received it: unworn, unused, with tags, and in its original packaging, along with proof of purchase.
Contact Information
For any questions regarding cancellations, returns, or replacements, please contact our support team. We are committed to resolving genuine concerns fairly and quickly.
Email: support.usefuel@gmail.in
Phone / WhatsApp: +91 8777498590
Business Address:
11/D, Panchannagram
P.O. – V.I.P Nagar
Kolkata – 700100
West Bengal, India