Refund & Returns Policy
Returns, refunds, defective products and order issues for direct-to-consumer purchases from Ofuel.
Effective date: 1 September 2026 | Last updated: 1 September 2026
We want every Ofuel order to arrive correctly, safely and in good condition. This Policy applies to consumer purchases made directly through ofuel.co. Purchases from a retailer, marketplace, studio, café or other third party must generally be returned to that seller under its policy, without limiting any rights you may have under law.
1. Change-of-mind returns
Subject to the conditions below, we offer a 7 day return period from the date you receive your order for products you no longer want.
To qualify for a change-of-mind return, the product must be:
- unopened, unused and unconsumed;
- in its original, sealed and undamaged packaging;
- in a condition suitable for safe resale;
- accompanied by the order number or other proof of purchase;
- returned only after Ofuel has approved the return request.
Because Ofuel products are ingestible consumables, we cannot accept change-of-mind returns where a sachet, pouch, tub, seal, carton or other protective packaging has been opened, broken, tampered with or materially damaged. This does not limit your rights if the product is defective, unsafe, incorrectly supplied or otherwise non-compliant with applicable law.
Legal cooling-off rights
Where a statutory cooling-off right applies to an electronic or direct-marketing transaction, this Policy must be read consistently with that right. Nothing in this Policy excludes a right that cannot lawfully be excluded.
2. Damaged, leaking, incorrect or incomplete orders
Please inspect your order as soon as reasonably possible after delivery. If an item is damaged in transit, leaking, missing, expired, materially different from what you ordered or otherwise incorrect, contact us promptly so we can investigate and resolve the issue.
Please provide your order number, a description of the problem and clear photographs of the product, outer packaging, batch or lot details and courier label where relevant. We recommend reporting visible delivery issues within 48 hours. A delay in reporting does not remove any non-excludable statutory rights.
3. Defective, unsafe or poor-quality products
South African consumers have rights to safe and good-quality goods. If a product fails to meet applicable standards, you may be entitled, within six months after delivery and subject to the Consumer Protection Act, to return it at our risk and expense and choose a repair, replacement or refund where the remedy is legally applicable. For an ingestible product, repair will generally not be an appropriate remedy.
We may request information reasonably necessary to assess the issue, including storage conditions, photographs, batch details and the remaining product. Where a potential safety issue exists, stop using the product and contact us immediately.
4. Items not eligible for a discretionary return
- Products opened, partially used or consumed, unless defective or otherwise returnable by law.
- Products without original packaging or proof of direct purchase from Ofuel.
- Products damaged after delivery through misuse, incorrect storage, neglect or failure to follow label instructions.
- Gift cards, digital items or promotional gifts, except where required by law.
- Products purchased from a third-party seller, which should be addressed with that seller in the first instance.
- Wholesale or business-to-business orders, which are subject to separate written terms.
Sale, discounted and promotional products retain all statutory quality rights. Any discretionary change-of-mind return for such products will depend on the promotion terms and this Policy.
5. How to request a return
- Contact support@ofuel.co with your order number and reason for return.
- Wait for written approval and return instructions before sending anything back.
- Package the products securely and include the return reference provided by us.
- Send the parcel to the return address given in your approval email, or wait for the courier collection we arrange, whichever your approval specifies.
- Keep proof of collection or postage until the matter has been resolved.
Returns sent without prior authorisation, to the wrong address or on a cash-on-delivery basis may be refused or delayed, unless refusing them would conflict with applicable law.
6. Return shipping costs
For an approved change-of-mind return, the customer is responsible for the direct return cost unless applicable law requires otherwise. If the product is defective, damaged in transit, incorrectly supplied or subject to an Ofuel error, Ofuel will arrange or reimburse reasonable return costs.
Original delivery fees are not ordinarily refunded for a change-of-mind return, except where required by law or where the entire order is returned under an applicable statutory right.
7. Inspection and refunds
Once the return is received, we will inspect it and tell you whether the refund has been approved. Approved refunds will be made to the original payment method wherever reasonably possible within 5–10 business days after approval. Your bank or payment provider may take additional time to display the credit.
Where a refund includes products bought as part of a bundle, promotion, gift-with-purchase or discount threshold, we may recalculate the refund to reflect the value of products retained, provided the calculation is fair and lawful.
8. Exchanges
We do not currently offer direct product exchanges. The simplest option is to return an eligible item for a refund and place a new order.
9. Subscription orders
Cancelling a subscription prevents future renewals but does not automatically cancel or refund an order that has already renewed, been charged or entered fulfilment. An unopened subscription order may still qualify for return under this Policy. See the Cancellation & Subscription Policy for timing and renewal rules.
10. Contact
Returns and refunds: support@ofuel.co
Support hours: Monday to Friday, 08:00–17:00 SAST