Refund policy

At REAL FUEL we want you to be happy with what you ordered. This policy covers our 30-Day Satisfaction Guarantee, how we handle faulty, damaged, or incorrect items, change-of-mind returns, and your rights under Australian Consumer Law. It applies to purchases made through our store.

1. 30-Day Satisfaction Guarantee

We spent over a year getting our MONO FUEL creatine gummies right, so we stand behind them. Give it a fair 30 days. If you are not satisfied, email us and we will refund your first tub to your original payment method — no complicated hoops.

The terms:

  • The guarantee runs for 30 days from the date your order is delivered.
  • The guarantee covers your first tub — one unit per order or customer. If you bought a multi-pack or a larger quantity, the guarantee applies to that first tub, not the entire order.
  • If your claim is approved, we will refund the price of that tub to your original payment method. REAL FUEL may also offer a replacement as an alternative, at its discretion, but a cash refund remains the promise.
  • To make a claim, email realfuel.au@gmail.com with your order number and a brief, one-sentence reason you were not satisfied.
  • Proof of purchase (your order number or receipt) is required.
  • The guarantee is limited to one claim per household, which we track by email address and shipping address.

A few practical notes:

  • Because MONO FUEL is an ingestible product, we generally do not ask you to return opened items, for health and hygiene reasons.
  • A photo of the product or packaging is optional. We will only ask for one if we need it to process your claim.
  • Shipping fees are generally not refunded under the satisfaction guarantee, unless the issue is our fault or a refund of shipping is required by law.
  • The satisfaction guarantee does not apply to bulk or wholesale orders.
  • To keep this guarantee fair for everyone, REAL FUEL reserves the right to refuse repeat claims or claims that are clearly abusive.

This satisfaction guarantee is offered in addition to your rights under Australian Consumer Law (see section 3). It does not replace or reduce those rights.

2. Change-of-Mind Returns (Unopened Items)

Separate from the satisfaction guarantee, we also accept change-of-mind returns for items that are:

  • Unused and unopened,
  • In their original packaging, and
  • Returned with proof of purchase.

Change-of-mind return requests must be made within 30 days of delivery. Because our products are ingestible, we generally cannot accept change-of-mind returns for opened, used, or partially used items.

3. Damaged, Faulty, or Incorrect Items (Australian Consumer Law)

Please check your order when it arrives. If an item is faulty, damaged, unsafe, or not what you ordered, contact us at realfuel.au@gmail.com as soon as you can and include photos if you have them.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Where a problem is covered by these rights, we may, as appropriate:

  • Offer a replacement or refund, depending on the issue and your rights under the Australian Consumer Law, and
  • Provide a return label where the issue is due to a fault or our error.

These rights apply to all eligible items, including sale items.

4. How to Request a Return or Guarantee Claim

To start a return or a satisfaction guarantee claim, email realfuel.au@gmail.com with:

  • Your order number,
  • The item or items involved,
  • The reason for your request, and
  • Photos, if the item is damaged, incorrect, or faulty.

If your request is approved, we will send return instructions, including the return address. Please wait for approval before sending anything back, as returns sent without approval may not be accepted.

5. Non-Returnable Items (Change-of-Mind)

The following are generally not eligible for change-of-mind returns:

  • Opened or used ingestible products, including gummies,
  • Items that are not in their original condition or packaging, and
  • Gift cards.

Change-of-mind returns on sale or discounted items may be limited where the law allows.

This section does not apply to items that are faulty, unsafe, damaged, or not as described. Your Australian Consumer Law rights still apply in those cases, including for sale items (see section 3).

6. Return Shipping and Labels

  • If a return is due to a fault, a defect, or our error (for example, the wrong item was sent), we will cover reasonable return shipping costs, usually by providing a return label.
  • For change-of-mind returns, return shipping is generally the customer's responsibility, unless the law requires otherwise.

7. Refunds (If Approved)

If a refund is approved, we will process it to your original payment method. Refunds are usually processed within 10 business days, though your bank or card provider may take additional time to show the funds.

If more than 15 business days have passed since we confirmed your refund and you still have not received it, please contact us at realfuel.au@gmail.com.

8. Exchanges

We do not offer direct exchanges. The quickest way to swap an item is to request a return (if eligible) and place a new order.

9. Subscription Orders

This policy applies to both one-time purchases and subscription orders.

  • Once a subscription order has been processed or fulfilled, it is treated like any other order under this policy.
  • You can skip, pause, or cancel a subscription through your customer account. If you cannot access it, email us and we will help.
  • To avoid being charged for a future subscription order, please cancel or pause before your next scheduled billing date.

10. Contact

For any return, refund, or satisfaction guarantee question, contact us at realfuel.au@gmail.com.