Refund policy
Return & Refund Policy
We have a 30-day money back guarantee policy, which means you have 30 days after receiving your order to request a return or refund.
To start a return or refund, contact us at info@drinkfuelly.com. If your return is accepted, we’ll provide a return shipping label and instructions on how and where to send your package. Items sent back without prior approval will not be accepted.
You can always reach us at info@drinkfuelly.com for any return or refund questions.
Returns For Fuelly Protein Coffee
We’re confident you’ll love Fuelly, but if you’re not satisfied, we’ll happily review your return request under our satisfaction policy.
To qualify:
- Products must be in their original packaging.
- You may have used no more than approximately 20% (about 5 servings) of the product.
- The 30-Day Money-Back Guarantee applies to one order per person. Individuals found to be misusing the guarantee or any promotional offer may be restricted from making further purchases and will not be eligible for additional refunds from our guarantee. The Money Back Guarantee does not include any Merchandise Products or Promotional Gifts. For subscriptions, cancellations must be made before your payment method is charged, as our system begins preparing orders quickly to ensure fast delivery - once your payment is processed and the order is in progress, it will not be eligible for a refund.
Refunds are not provided for products returned after 30 days or those that exceed the usage limits above. Promotional gifts, samples, and sale items cannot be returned.
If a return is requested due to personal taste preference, the cost of the return shipping label will be deducted from your total refund.
Damages and Issues
If your order arrives damaged, incomplete, or incorrect, please contact us immediately at info@drinkfuelly.com with your order number and photos of the issue so we can make it right.
We are not responsible for any delays, loss, or damage caused by postal or courier services once an order has been shipped. Please ensure your delivery address and contact information are accurate at checkout to avoid delays or undelivered packages.
If your package goes missing, our team will do our best to assist, but responsibility for lost parcels ultimately lies with the delivery carrier.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like custom or personalised products, promotional gifts or samples, and merchandise items. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Subscription Cancellations
Fuelly subscriptions have a minimum commitment of 2 orders. Your first subscription purchase counts as order 1, and your next recurring delivery counts as order 2. This minimum helps us offer better subscription pricing while giving you enough time to receive, try, and properly experience the product.
Our 30-day money-back guarantee may apply to your first order if you are not satisfied with the product, subject to the terms of our guarantee. To claim the guarantee, customers must follow our normal returns process, including returning the eligible product to us where required. If your 30-day money-back guarantee claim is approved, we may cancel your subscription so no further recurring charges or shipments occur.
After your first 2 orders, you can skip, pause, update, or cancel your subscription through your customer account before your next billing date. You can manage your subscription here.
Once a recurring order has been processed, we may be unable to cancel, change, or refund that order, as fulfilment may begin shortly after the order is placed.
Returns For Fuelly Protein
If your return request has been approved by our team, please follow these steps:
- Wait for your return instructions – you’ll receive an email from us containing your return shipping label and the return address.
- Prepare your return – repack your items securely in their original packaging. Include your order number or a copy of your order confirmation inside the package. For Fuelly Product returns: ensure no more than 20% of the product has been consumed (about 5 servings). For Merchandise or other returns: ensure items are unused, unwashed, and have tags attached.
- Ship the package – attach the label and drop off with the listed carrier. If using your own shipping method, we recommend a trackable service, as Fuelly cannot be held responsible for lost return parcels.
- Confirmation & refund – once your return is received and inspected, we’ll notify you by email. Approved refunds are processed to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to post the refund.
European Union 14 day cooling off period
Notwithstanding the above, if the 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 a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Shipping
We currently ship orders in Australia. Orders are typically processed and dispatched within 1-2 business days of purchase. Deliveries to some locations may require additional time.
Refunds
Once we receive and inspect your return, we’ll notify you whether your refund has been approved. If approved, your refund will be automatically processed to your original payment method within 10 business days.
Please note it may take additional time for your bank or credit card provider to process and post the refund. If more than 15 business days have passed since your refund was approved, please contact us at info@drinkfuelly.com.