Refund policy

Returns & Cancellations

Need to return or cancel an order? We keep it simple.

Eligible consumer orders have a 30-day free return window. The 30 days starts from the day you receive your order, or from the day the last item is delivered if your order arrives in more than one delivery.

You can start a return or cancellation from the relevant order in your customer account, or email us at hello@ecofuel.ie.

Our team reviews every request manually. Submitting a request does not automatically cancel an order, approve a return or issue a refund.

For heavy, bulky or pallet deliveries, we will confirm the best return or collection method. Please keep goods dry, protected and in their original packaging where possible.

If something arrives damaged, short or incorrect, contact us as soon as reasonably possible and include photos where you can. We will still review consumer issues based on the information reasonably available.

1. Who this policy applies to

This Return and Refund Policy applies to orders placed with Ecofuel Store Ireland Limited, trading under the ECOFUEL™ brand, for delivery in the Republic of Ireland and Northern Ireland.

This policy applies to products sold through our website, draft orders, phone-assisted orders and payment-link orders, unless a separate written agreement applies to a B2B or commercial order.

This policy does not affect any statutory rights that apply to consumers.

2. Our 30-day free return policy

We have a 30-day free return policy for consumer orders. This means that, unless an exception applies, you have 30 days after receiving your item to request a return.

Where an order is delivered in more than one shipment, the 30-day return window starts from delivery of the last item in the order.

If the final day of the return window falls on a weekend or public holiday, the request deadline may be extended to the next applicable working day.

To be eligible for a change-of-mind return, the item must normally be unused, in the same condition as received, in its original packaging, and suitable for resale.

For pallet, heavy or bulky returns, the goods must also be kept dry, protected, wrapped where applicable, and on the original pallet or in another return condition agreed by ECOFUEL™.

These condition requirements do not limit your rights where goods are faulty, damaged before delivery, short, incorrect, or otherwise not supplied in accordance with your legal rights.

3. How to request a return or cancellation

You can request a return or cancellation from the relevant order in your customer account.

To do this:

1. Sign in to your customer account.
2. Open the relevant order.
3. Select the available return or cancellation option for that order.
4. Submit the request for review.

You can also contact us at hello@ecofuel.ie.

Submitting a request does not automatically cancel your order, approve a return, issue a refund, or complete a return. ECOFUEL™ will review the request and confirm the outcome.

If your request is accepted, we will confirm the next steps. Depending on the order and delivery stage, this may include cancelling the order, stopping or intercepting delivery where practical, arranging a return collection, issuing return instructions, replacing goods, issuing a refund, issuing store credit where you agree, or another appropriate solution.

4. Cancelling before we prepare or dispatch your order

If your order has not yet moved into preparation, fulfilment or dispatch, your order page may allow you to submit a Cancel items request.

You can also contact us at hello@ecofuel.ie.

If the cancellation request is accepted before the order has moved into preparation, fulfilment or dispatch, we will normally cancel the relevant items and refund the amount paid for those items, including any delivery charge that relates only to the cancelled order or cancelled items.

If the order was unpaid, on credit terms, or created as a draft order, we may cancel or adjust the order rather than issue a payment refund.

5. Orders already in preparation, fulfilment or delivery

Your order page may show different options depending on how far the order has progressed.

If the order has not yet moved into fulfilment, you may see Cancel items. Once the order has moved into fulfilment or delivery, your order page may instead show Return items, even if the order is still shown as On its way and has not yet been physically delivered.

For this policy:

• fulfilled means that an order has moved into ECOFUEL™’s fulfilment or delivery workflow;
• dispatched means that the order has been physically loaded onto an ECOFUEL™ delivery vehicle or handed to a parcel courier or pallet carrier;
• delivered means that the goods have been delivered to the customer, an authorised person, an authorised safe place, or another agreed delivery point.

Fulfilled does not mean the same thing as delivered.

If you ask to cancel after fulfilment, dispatch or movement into delivery, we will try to stop or intercept the order where practical. If the order cannot reasonably be stopped, delivery may continue and the return process may apply after delivery.

If your order page shows the request as a return request rather than a cancellation request, ECOFUEL™ will still review the real operational position and decide the correct next step.

6. Returns before physical delivery

In some cases, your order page may allow or display a return request after an order has been fulfilled but before it has physically reached you.

If this happens, ECOFUEL™ will review the request. Where practical, we may stop or intercept the delivery. If the delivery cannot reasonably be stopped, we may complete delivery and then arrange the return process.

A return request before physical delivery does not mean that goods have already been delivered or that risk has passed to you.

7. Return shipping and return collections

Return shipping is free for eligible consumer returns under our 30-day return policy.

ECOFUEL™ will decide the appropriate return method. Depending on the order, product type, location and size, we may arrange collection using our own delivery team, a parcel courier, a pallet carrier, or another suitable method.

Free return shipping does not mean that a customer may choose any return method, carrier or collection service and recover the cost from ECOFUEL™ without agreement.

Items sent back without first requesting a return may not be accepted.

For pallet, heavy or bulky returns, ECOFUEL™ will normally arrange collection or agree specific return instructions. The customer must provide accurate collection details and ensure reasonable access for the agreed return collection.

8. Failed return collection

If a return collection fails because of customer-side matters, such as incorrect details, lack of access, customer unavailability, goods not being ready for collection, or goods not being kept dry, wrapped or on the original pallet where required, ECOFUEL™ may recover or deduct reasonable additional collection or carrier costs where permitted by law.

No failed return collection charge applies where the failure was caused by ECOFUEL™, its delivery provider, or circumstances outside the customer’s reasonable control.

ECOFUEL™ will explain any additional charge before arranging a paid return recollection. No additional return collection charge will be applied unless the customer has been told the amount or basis of the charge before the paid recollection is arranged.

9. Condition of returned goods

For change-of-mind returns, goods should be unused, in their original packaging, and in a condition suitable for resale.

For pallet and heavy-goods returns, goods must be dry, protected, wrapped where applicable, and on the original pallet or another return arrangement agreed by ECOFUEL™.

You should take reasonable care of the goods while they are in your possession.

Where permitted by law, ECOFUEL™ may reduce a refund if goods have lost value because they were handled beyond what was necessary to inspect them, used, damaged after delivery, stored incorrectly, exposed to rain or moisture after delivery, or returned in a materially worse condition.

This does not limit your rights where goods were faulty, damaged before delivery, short, incorrect, or otherwise not supplied in accordance with your legal rights.

10. Safe-place and unattended delivery damage

If you give clear safe-place or unattended-delivery instructions, ECOFUEL™ may treat those instructions as authority to complete delivery at that location, provided the location is clear, safe, accessible, suitable for the goods and practical for the delivery method.

Many ECOFUEL™ products are sensitive to rain, damp and moisture. Product packaging, pallet wrap and outer packaging are intended to protect goods during normal handling and delivery, but they are not designed for long-term outdoor storage or prolonged exposure to weather.

Where delivery is completed in line with clear customer-authorised safe-place or unattended-delivery instructions, the customer is responsible for protecting the goods from weather, moisture, damage, theft or further movement after delivery has been completed.

If you believe goods were damaged before delivery was completed, or were not delivered to the authorised location, contact us as soon as reasonably possible at hello@ecofuel.ie so we can investigate.

11. Damaged, short, incorrect or defective goods

Please inspect your order when it arrives.

If goods are damaged, short, incorrect or defective, contact us at hello@ecofuel.ie as soon as reasonably possible.

Consumers should report visible delivery damage, shortages or incorrect goods within 48 hours of delivery where reasonably possible, so ECOFUEL™ can investigate promptly. This does not affect statutory rights.

Issues that could not reasonably have been identified at delivery should be reported as soon as reasonably possible after discovery.

To help us investigate, please keep the goods and packaging where practical and provide photographs of any visible damage, incorrect goods, shortage, delivery location or packaging condition.

If a consumer cannot provide a photograph or keep packaging, ECOFUEL™ will still review the issue based on the information reasonably available. This does not affect statutory rights.

Depending on the issue and your legal rights, ECOFUEL™ may arrange a replacement, collection, refund, store credit where you agree, or another appropriate solution.

Where a whole delivery is materially damaged, incorrect or unsuitable because of an ECOFUEL™-side issue, ECOFUEL™ will normally arrange replacement or another appropriate remedy.

12. Refused delivery

If goods are visibly damaged at delivery and you refuse delivery, contact ECOFUEL™ as soon as possible at hello@ecofuel.ie. This will not be treated as a customer-caused failed delivery.

If you refuse a correct and undamaged delivery because you no longer want the goods, ECOFUEL™ will treat this as a cancellation or return request where applicable.

If delivery has already been dispatched and cannot reasonably be stopped, the delivery may still arrive. If you refuse delivery in that situation, ECOFUEL™ will review the circumstances and confirm the next step. This may depend on the delivery method, the condition of the goods, the reason for refusal, and any applicable legal rights.

13. Refunds

Where a refund is approved, we will normally refund to the original payment method.

If you paid by card, PayPal or another payment method, the timing of the refund reaching your account may depend on the payment provider, card issuer or bank.

We aim to process approved refunds within 5 working days after we have received and inspected the returned goods, or after the return or cancellation has otherwise been approved for refund. Where statutory rights require a different timing, we will comply with the applicable legal requirement.

For returned goods, ECOFUEL™ may wait until the goods have been received back, collected, or evidence of return has been provided, except where the law requires otherwise.

Refunds may take additional time to appear in your account after ECOFUEL™ processes them.

14. Original delivery charges

For a full eligible consumer return under our 30-day return policy, ECOFUEL™ will refund the price paid for the returned goods and the standard outbound delivery charge paid for that order.

If you chose a more expensive delivery option than the least expensive standard delivery option available for your order, ECOFUEL™ is not required to refund the additional premium delivery cost unless the law requires otherwise.

If you return only part of an order, the original delivery charge will not normally be refunded unless required by law or unless the return is due to an ECOFUEL™-side issue.

If no delivery charge was paid because shipping was free or discounted, there may be no outbound delivery charge to refund.

For B2B and commercial orders, delivery-charge refunds are subject to ECOFUEL™’s agreement, any applicable commercial terms and any mandatory legal rights.

15. Store credit

ECOFUEL™ may offer store credit as an option.

Consumers are not required to accept store credit instead of a refund where they are legally entitled to a refund.

If you choose store credit, we will confirm the amount and any relevant conditions before applying it.

For B2B customers, credit notes or account credits may be used where appropriate.

16. Exchanges and replacements

The fastest way to obtain a different product is usually to place a new order and return the original item through the return process.

Where goods are faulty, damaged, short or incorrect, ECOFUEL™ may offer replacement, collection, refund, store credit where you agree, or another appropriate remedy depending on the circumstances and your legal rights.

17. Gift cards

Digital gift cards are reviewed manually because ECOFUEL™ needs to check whether the gift card has been issued, used, partly used or unused.

Unused and wholly unredeemed digital gift cards may be cancelled and refunded under our 30-day return policy, or where otherwise required by law.

If a gift card has been used in full or in part, this may reduce or prevent a refund, except where the law requires otherwise.

ECOFUEL™ gift cards do not currently have an expiry date.

18. Sale items and promotions

Sale items and promotional items are not automatically excluded from our return policy.

Where a returned item was purchased as part of a bundle, promotion, free-gift offer, discount code or multi-buy deal, ECOFUEL™ may adjust the refund to reflect the discount, bundle pricing, free item or promotional value.

Your return request may show bundle components as separate items. ECOFUEL™ will review the actual order structure before approving or processing a refund.

19. Business customers

Business customers do not have consumer change-of-mind cancellation rights.

Business customers may still be able to submit return or cancellation requests through their customer account, but the availability of a return or cancellation button does not create consumer-style change-of-mind rights.

B2B cancellations, refusals and returns of correct and undamaged goods are subject to ECOFUEL™’s agreement and any applicable commercial terms.

B2B customers must inspect deliveries promptly. Visible damage, shortages, incorrect goods or disputed delivery must be reported within 48 hours of delivery. If that period ends on a weekend or public holiday, the issue should be reported by the next working day. Issues that could not reasonably have been identified at delivery should be reported as soon as reasonably possible after discovery.

Where it is unclear whether a customer is acting as a consumer or as a B2B or commercial customer, ECOFUEL™ will treat the customer as a consumer unless the order information clearly shows that the customer is acting in the course of business.

Where a B2B order is on credit terms, any refund or adjustment may be handled by credit note, account adjustment or other agreed commercial process.

Nothing in this section excludes mandatory legal rights that apply to B2B customers.

20. Phone orders, draft orders and payment links

This policy applies to phone-assisted orders, draft orders and payment-link orders unless a different written agreement applies.

For draft orders, the customer may receive an order confirmation after the order is created or paid, depending on the order setup.

Some B2B draft orders may be unpaid at the time they are created because the customer has credit terms.

Cancellation, return and refund handling for these orders depends on whether the order has been paid, fulfilled, dispatched, delivered, supplied on credit terms, or otherwise agreed with ECOFUEL™.

21. Northern Ireland orders

This policy also applies to Northern Ireland orders.

Ecofuel Store Ireland Limited remains the contracting seller.

Refunds are normally processed in the currency used for the original order.

The same general return and cancellation process applies unless a Northern Ireland-specific legal requirement applies.

22. Contact us

For return, refund, cancellation or delivery issue questions, contact:

ECOFUEL™
Ecofuel Store Ireland Limited
Unit 7, Millers Hall
Western Distributor Road
Galway
H91 TD0F
Ireland

Email: hello@ecofuel.ie
Company registration number: 561562
VAT number: IE3347797OH