Refund policy

Return & Refund Policy

We want you to be completely satisfied with your purchase. This policy is aligned with the Consumer Protection Act, 2008 (CPA) and applies to all purchases made within South Africa.

1. Cooling-Off Period

In terms of Section 16 of the CPA, if you made your purchase through direct marketing, you may cancel it within 5 business days  of receiving the goods for a full refund (excluding delivery charges). The right to cancel does not apply if the purchase was not made as a result of direct marketing or for returning customers. The refund is subject to the following conditions:

2. Non-Returnable Items

For health, hygiene, and food safety reasons, the following cannot be returned or refunded unless defective:

  • Perishable nutrition products (energy gels, bars, powders, chews, drinks, supplements, etc.) that have been opened or unsealed.
  • Personalised or custom-made products.
  • Gift cards, vouchers, and promotional items.

3. Defective, Damaged, or Incorrect Items

If you receive an item that is defective, expired, damaged in transit, or not what you ordered, please notify us within  48 hours of delivery  at contact@fuel-first.co.za. In this event:

  • You will be entitled to a replacement at no cost or a full refund, excluding any delivery fees.
  • We may require photographs or the return of the product for inspection before a replacement or refund is approved.

4. Process for Returns

To request a return, please email contact@fuel-first.co.za with your order number, proof of purchase, and details of the issue.

  • If approved, we will provide instructions on how to return the product.
  • Items returned without prior approval will not be accepted.
  • Returns must be sent to:
    32 St Michaels Road, Tamboerskloof, Cape Town, 8001.

5. Refunds

Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days.

Please note: It may take additional time for banks or card issuers to reflect the refund in your account.

If more than 15 business days have passed since approval, and you have not received your refund, please contact us at contact@fuel-first.co.za.