Refund & Returns Policy
Returns, refunds, damaged orders and faulty products purchased directly from OFUEL.
Effective date: 12 October 2026
Last updated: 12 October 2026
We want every OFUEL order to reach you correctly and in good condition. This Policy explains how we deal with change-of-mind returns, faulty or unsafe products, incorrect orders and refunds. It applies to consumer orders placed directly through https://ofuel.co. Purchases made from independent retailers or stockists should ordinarily be taken up with the seller, without limiting any rights you may have under South African law.
OFUEL is a brand owned and operated by Senture Commerce (Pty) Ltd, registration number 2026/721782/07 ("OFUEL", "we", "us" or "our").
1. Change-of-mind returns
In addition to any statutory rights, we offer a seven-calendar-day voluntary return window, starting on the date you receive your order, for eligible products you no longer want.
For a discretionary change-of-mind return to qualify, you must contact us within that period, provide your order number or other proof of purchase, and ensure the goods are unused, complete, undamaged, in their original packaging and suitable for safe resale. Please wait for our return instructions before sending anything to us.
Ingestible products: For hygiene, quality and product-integrity reasons, we cannot accept a discretionary return of a supplement pouch, sachet or other ingestible product if its protective seal or packaging has been opened, broken or tampered with. An unopened, sealed pouch may qualify, subject to the conditions above.
Accessories and merchandise: Bottles, organisers, travel tins, clothing and other non-ingestible products may qualify when unused, unwashed where relevant, complete and returned with any original packaging or accessories necessary for safe resale. This does not prevent returns required by law.
The voluntary window does not replace or reduce any applicable statutory cooling-off, defective-goods or other consumer rights.
2. Statutory cooling-off and other return rights
South African law gives consumers certain cancellation and return rights in specified circumstances. For example, section 44 of the Electronic Communications and Transactions Act 25 of 2002 ("ECTA") provides a seven-day cooling-off right for some electronic transactions, subject to statutory exclusions. Those exclusions may include certain foodstuffs, beverages, everyday consumables delivered to a home or workplace, and goods that by their nature cannot be returned. Whether an exclusion applies depends on the transaction and the goods concerned.
A transaction resulting from direct marketing may also qualify for the applicable cooling-off right under section 16 of the Consumer Protection Act 68 of 2008 ("CPA"), where that section applies.
We will honour any legal right applicable to your purchase, even if a request falls outside our voluntary change-of-mind policy or relates to opened goods. Nothing in this Policy takes away a right that cannot lawfully be excluded.
3. Damaged, missing, incorrect or incomplete orders
Please inspect the parcel and its contents as soon as reasonably possible after delivery. Contact support@ofuel.co if your delivery is damaged, leaking, incomplete, expired, incorrect or materially different from what you ordered.
To help us resolve the issue efficiently, send your order number, a description of the problem and, where available, clear photographs of the product, packaging, batch/lot number and courier label. We recommend telling us about visible transit damage within 48 hours, where practical. This is a service recommendation, not a deadline that removes your legal rights.
If we supplied an incorrect item or a product was damaged or lost before accepted delivery, we will investigate and provide an appropriate remedy, such as a replacement or refund, at our reasonable expense and in accordance with applicable law. We may arrange collection rather than asking you to send the item independently.
4. Faulty, unsafe or poor-quality products
Your rights under the CPA apply independently of our voluntary returns offer. Where sections 55 and 56 of the CPA apply, consumers are generally entitled to return goods that fail to meet the required quality standards within six months after delivery, at the supplier's risk and expense, and to select an applicable repair, replacement or refund remedy. For ingestible supplements, repair would ordinarily be inappropriate.
An opened or partly consumed product is not automatically excluded from a valid claim that the product was unsafe, defective or otherwise did not meet applicable legal quality standards.
We may reasonably request details needed to assess the concern, such as a description of the issue, photographs, batch information, how the product was stored and, where appropriate, the remaining product. Any investigation will not override your mandatory remedies.
If you suspect a product-safety issue or an adverse reaction, stop using the product and contact us promptly. Seek professional medical assistance where appropriate. Individual taste preferences or an absence of a particular hoped-for result do not, by themselves, establish that a product is defective, but we will consider each concern fairly.
5. Returns that are not eligible under our voluntary policy
Unless applicable law provides otherwise, voluntary change-of-mind returns do not cover:
- Opened, unsealed, used or consumed supplements or other ingestible goods.
- Used, washed, materially damaged or incomplete accessories or merchandise.
- Products damaged after delivery by misuse, avoidable mishandling or storage contrary to applicable label instructions.
- Items that cannot reasonably be verified as purchased directly from OFUEL.
- Promotional gifts supplied free of charge, where no separate purchase price was paid, except as required by law.
- Purchases from independent third-party sellers, for which the original seller is generally the first point of contact.
Discounted products retain all applicable statutory rights. A sale price does not automatically remove eligibility for a voluntary return that otherwise meets this Policy.
Wholesale or other business purchases may be subject to separate written commercial terms, without excluding protections that apply by law.
6. How to request a return
- Email support@ofuel.co with your name, order number, the affected products and the reason for the request.
- Include photographs where the issue involves damage, incorrect supply or product quality.
- We will confirm the next steps and, where relevant, provide a return reference, courier collection details or a designated returns address.
- Package any items being returned securely. Retain proof of handover or postage until the matter has been resolved.
Do not send parcels to our registered company address without instructions. Our registered office is not necessarily our returns-processing location. We will not unreasonably obstruct a return that you are legally entitled to make merely because it was not pre-authorised.
7. Return shipping and delivery charges
For an approved voluntary change-of-mind return, you are ordinarily responsible for the direct cost and risk of returning the item unless we agree otherwise or the law requires a different arrangement.
If goods are faulty, unsafe, incorrectly supplied or damaged before accepted delivery, OFUEL will arrange or reimburse reasonable return or collection costs where we are legally responsible.
The treatment of the original delivery fee depends on the circumstances and the applicable cancellation right. Where a statutory right requires a full refund, we will honour it. Otherwise, an original delivery charge for a correctly completed delivery is not ordinarily refunded merely because you have changed your mind.
8. Bundles, discounts and promotional offers
Where you return one item from a discounted bundle or a promotion with a qualifying order value, we may adjust the discretionary refund to reflect the price or promotion correctly applicable to the products you keep, provided this was disclosed fairly and the adjustment is lawful.
We will not use a bundle adjustment to reduce any refund you are legally entitled to receive. Free gifts included with a qualifying promotion may need to be returned unused or may be valued appropriately where the promotion terms lawfully permit it.
9. Inspection and refunds
Where inspection is reasonably necessary, we will assess the returned goods promptly and communicate the outcome. For approved refunds, we aim to initiate the refund within five to ten business days after approval, or sooner where a statutory deadline requires it. The time for funds to appear may depend on Stitch, your bank or your payment method.
Refunds will ordinarily be made to the original payment method. If this is not possible, we will agree an appropriate secure alternative. Refunds arising under a statutory cancellation or return right will be completed within the applicable legal time limit, which takes precedence over our standard processing target.
10. Exchanges and replacement orders
We do not generally operate a direct size, flavour or preference-exchange programme. Where a discretionary return qualifies, we may process a refund so you can place a new order. Where an item is defective or incorrectly supplied, we will provide the applicable remedy, including replacement where appropriate.
11. Subscription orders
Ending a subscription stops eligible future renewals. It does not automatically reverse a separate order already billed or dispatched. If a renewal is charged unexpectedly, contact us promptly so we can check whether it can be stopped before dispatch.
A subscription delivery may qualify for return under the same voluntary and statutory rules set out here. For recurring billing, cancellation timing and any commitment clearly selected at checkout, see our Cancellation & Subscription Policy.
12. Contact and supplier details
Returns and customer support: support@ofuel.co
Customer-support hours: Monday to Friday, 08:00-17:00 South African Standard Time (excluding public holidays)
Supplier: Senture Commerce (Pty) Ltd, trading as OFUEL
Registration number: 2026/721782/07
Website: https://ofuel.co
This Policy forms part of OFUEL's Terms of Service and must be read alongside our Shipping Policy, Cancellation & Subscription Policy and Privacy Policy. South African statutory consumer protections prevail wherever applicable.