Fuelnox by Fuel Set EU S.L.

Returns and Refunds

Last updated: 27 July 2026

This page forms part of the Terms of Sale. Read the exception in the second section before you open a container, because it decides whether you can send the product back.

Your right of withdrawal, if you are a consumer

If you bought as a consumer, you may withdraw from the contract within 14 calendar days without giving any reason. The period runs from the day on which you, or a third party you named other than the carrier, take physical possession of the goods. Where an order is delivered in several parts, it runs from possession of the last part.

To withdraw, tell us clearly before the period expires. Email Email us with your order number and a statement that you are withdrawing, or use the form at the bottom of this page. You may use any other clear statement instead. We will acknowledge receipt without delay. Sending the goods back without notifying us first slows the refund down, so please write to us first.

The exception you need to know about: opened containers

Fuelnox is a chemical mixture classified as hazardous under Regulation (EC) 1272/2008 (CLP), carrying the signal word Danger. Every container leaves us with a tamper-evident seal.

Once that seal is broken, the right of withdrawal no longer applies to that container. This is the exception in Article 103(e) of Royal Legislative Decree 1/2007, which implements Article 16(e) of Directive 2011/83/EU: sealed goods which are not suitable for return for health protection or hygiene reasons, and which were unsealed after delivery. Once a hazardous chemical has been opened we cannot verify that its contents are unaltered or uncontaminated, and we cannot lawfully resupply it to anyone else.

So, in practice:

The right of withdrawal also does not apply to goods made or blended to your specification, and to sizes supplied to order for bulk or fleet use, where we have told you so before the order.

How to return the goods

Send the goods back within 14 days of telling us you are withdrawing. Return them in their original packaging with the seal intact, packed so that they survive the journey, to the address we give you when we acknowledge your withdrawal. Please wait for that address rather than sending anything to our registered office.

Return carriage is at your cost unless the return is because the goods are faulty, damaged, or not what you ordered, in which case we pay. We recommend a tracked service: until the goods reach us, or you show proof that you sent them, they are your responsibility.

Handling. You may examine the goods as you would in a shop. You are liable for any reduction in their value resulting from handling beyond that, and we may deduct it from the refund. In practice this means a container whose outer packaging is missing or heavily damaged, or a broken seal, which as explained above ends the right of withdrawal for that container altogether.

Refunds

We refund within 14 days of receiving the goods back, or of you showing proof that you sent them, whichever is earlier. We may withhold the refund until one of those happens.

Business buyers

The right of withdrawal is a consumer right and does not apply to purchases made in the course of a business. We accept returns from business buyers only where we have agreed to it in writing beforehand, for unopened stock in resaleable condition, within 30 days of delivery, and we may apply a restocking charge. Faulty goods are a different matter and are covered below.

Legal guarantee: faulty or non-conforming goods

This is separate from withdrawal, it is not limited to 14 days, and an opened container does not lose it.

Consumers. We are liable for any lack of conformity that appears within three years of delivery. For the first two years, a defect is presumed to have existed at delivery unless we show otherwise. You may require repair or replacement and, where that is impossible, disproportionate or unsuccessful, a price reduction or termination of the contract with a refund. The remedy costs you nothing, including return carriage. The action lapses five years after the defect became apparent.

Business buyers. Notify apparent defects, damage or shortages within 8 calendar days of delivery and hidden defects within 30 days, under Article 336 of the Spanish Commercial Code. Our obligation is limited to replacement or refund of the price.

What is not a fault. A product that meets its specification is not faulty because a hoped-for improvement in running, smoke, power or fuel consumption did not materialise in a particular engine. As explained in the Terms of Sale, those outcomes depend on the engine, the fuel and the operating conditions, and are not part of the contract. Nor is a product faulty where it was used at the wrong dose, used for a purpose it is not intended for, stored badly, mixed or diluted, or used after its stated shelf life.

How to start a claim

Email Email us with your order number, a description of the problem and photographs of the product, its label and its batch number. We will answer with instructions and, where a return is needed, a return address and a reference. Please do not send anything back before you have that reference: unannounced returns can be refused by our warehouse.

Model withdrawal form

You may use this form, but you do not have to. Complete it and send it to Email us.