Returns and Refunds Policy for Fuel Your Glow Limited (FYG)
Effective Date: January 15th, 2025
At Fuel Your Glow Limited (“FYG,” “we,” “us,” or “our”), we are committed to ensuring customer satisfaction. If you are not completely satisfied with your purchase, our Returns and Refunds Policy outlines the terms and procedures for returning products and requesting refunds. This policy complies with statutory rights in our core markets (USA, Canada, Australia, New Zealand, and the UK).
1. General Conditions for Returns
1.1 Eligible Items for Return
We accept returns for:
- Unopened, unused, and undamaged products in their original packaging.
- Products returned within 30 days of the delivery date.
1.2 Ineligible Items for Return
We cannot accept returns for:
- Opened, used, or damaged products unless the damage occurred during shipping.
- Digital products, including eBooks, courses, and other downloads.
- Subscription-based services that have already been accessed or used.
- Gift cards.
1.3 Exceptions
- Items with manufacturing defects or damaged during transit are eligible for return and/or exchange, subject to verification.
- Your statutory rights are not affected. For faulty products, please refer to Section 5.
2. Procedure for Returns
2.1 Return Request
To initiate a return, please:
- Contact our Customer Support team at [email protected] with your order number and reason for return.
- Provide photographs if the item is damaged or defective.
2.2 Return Authorization
Upon approval of your request, we will issue a Return Authorization (RA) number and provide instructions for returning the item. Returns sent without an RA number may not be processed.
2.3 Shipping Costs for Returns
- Customers are responsible for return shipping costs unless the product is defective or incorrect.
- We recommend using a trackable shipping method as we are not responsible for lost or undelivered returns.
2.4 Return Address
Return address will be advised on the RA Authorization.
3. Refunds
3.1 Refund Process
- Refunds are processed within 7-10 business days of receiving the returned item.
- Refunds will be issued to the original payment method. If the original method is unavailable, we will contact you to arrange an alternative.
- Shipping fees are non-refundable unless the return is due to a product defect or error on our part.
3.2 Partial Refunds
Partial refunds may be issued for:
- Returned items that show minor signs of wear or damage caused by shipping.
3.3 Refund Exceptions
No refunds will be provided for:
- Products returned outside the 30-day window.
- Opened, used, or damaged items (unless defective).
- Digital products and subscription-based services that have already been accessed.
4. Subscriptions: Returns and Refunds
4.1 Cancellation of Subscription Products
- You may cancel subscription services at any time by accessing your account or contacting Customer Support at [Insert Email Address].
- Cancellations will take effect at the end of the current billing cycle. Refunds will not be issued for unused portions of a subscription period.
4.2 Refunds for Subscription Products
Refunds for subscription services are only offered if:
- There was a technical issue preventing access to the service.
- The subscription service was charged in error after cancellation.
4.3 Subscription-Based Product Returns
Physical products delivered as part of a subscription (e.g., bundles or kits) are subject to the same return rules as standalone purchases. Refer to Section 1.
5. Faulty or Damaged Products
5.1 Reporting a Fault
If your product is faulty or damaged, please:
- Contact us within 7 days of receiving the item.
- Provide detailed information about the issue along with photographs if applicable.
5.2 Resolution Options
- Replacement: We will send a replacement item at no additional cost.
- Refund: A full refund will be issued to the original payment method.
- Repair: For certain items, we may offer a repair service.
Shipping costs for returning faulty items will be reimbursed upon verification.
6. Digital Products
6.1 Refunds for Digital Products
Refunds for digital products, such as eBooks or online courses, are not provided unless:
- The product is defective or inaccessible due to technical issues.
- You were charged in error.
6.2 Troubleshooting Support
If you encounter issues accessing a digital product, please contact Customer Support for assistance before requesting a refund.
7. Contact Information
If you have any questions about our Returns and Refunds Policy, please contact us:
- Email: [email protected]
- Mail: Fuel Your Glow Limited, 27 Fern Glen Road South, St Heliers, Auckland 1071. New Zealand
We’re here to ensure your experience with Fuel Your Glow is positive and hassle-free.
