Refund policy

We want every PrimeFuel order to arrive correctly and in great condition. If something goes wrong, please contact primefuel12@outlook.com so we can help.

Damaged, defective, or incorrect items

If an item arrives damaged, defective, misprinted, or different from what you ordered, contact us within 30 days of delivery. Include your order number, a brief explanation, and clear photos of the affected product, label, and packaging.

Keep the product and packaging while we review your claim. If the claim is approved, we will arrange a replacement at no additional charge or a refund for the affected item. A problem with one item does not automatically qualify the entire order for a refund.

Lost or missing deliveries

If your package appears lost in transit, contact us as soon as possible and no later than 30 days after the estimated delivery date. We will review the tracking information with our fulfillment partner and arrange a replacement or refund if the claim is approved.

If tracking shows delivered but you cannot find the package, please check the delivery location, household members, neighbors, and building reception, then contact the carrier and us promptly. A delivered scan is handled differently from a package lost in transit; a refund or replacement is not automatic.

Incorrect shipping addresses

Please check your shipping address before placing your order. If a package is returned because the address provided was incorrect or incomplete, additional shipping charges may apply to resend it. Contact us so we can review the available options.

Change-of-mind returns and exchanges

Because we sell consumable supplement products, we do not accept returns or exchanges for a change of mind, including flavor preferences or ordering the wrong product. This does not prevent you from reporting a damaged, defective, or incorrect item under the process above.

Contact us before returning anything

Please do not mail products back without contacting us first. We will tell you whether a return is needed and provide instructions if it is. Do not send products directly to our fulfillment partner without authorization.

Order changes and cancellations

If you need to change or cancel an order, email us immediately with your order number. We will check whether the request can still be accommodated. Orders cannot be changed or canceled once fulfillment has begun.

Approved refunds

We will notify you by email when your claim is approved and when your refund has been issued to the original payment method. Approval and the refund appearing in your account are separate steps; your bank or card provider may need additional processing time.

If your refund has not appeared within 10 business days after we confirm it was issued, check with your bank or card provider, then contact us for help.

Questions?

Email primefuel12@outlook.com and include your order number so we can assist you.

This policy does not limit any rights you may have under applicable consumer protection laws.