Refund & Returns Policy
Effective Date: 01/01/26
Fuel Right Australia is operated by Flowco Solutions Pty Ltd (“Fuel Right Australia”, “we”, “our”, “us”).
This Refund & Returns Policy applies to all sales of goods supplied by Fuel Right Australia through this website, by quotation, purchase order, email, telephone or any other sales channel.
This policy forms part of our Terms and Conditions of Sale.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (“ACL”) or any other applicable legislation.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If you are entitled to a remedy under the Australian Consumer Law, we will provide that remedy in accordance with our legal obligations.
Where permitted by law, Fuel Right Australia reserves the right to determine whether a product will be repaired, replaced or refunded where the failure is not a major failure.
Except where required by law, no refunds, returns or exchanges will be provided.
Commercial Customers
Fuel Right Australia primarily supplies commercial, industrial, government, mining, transport, marine, defence, aviation, agricultural and infrastructure customers.
Commercial purchasers acknowledge that they have independently assessed the suitability of the products for their intended application and have not relied solely upon any recommendation, opinion, statement, estimate, illustration, advertising material or technical information provided by Fuel Right Australia.
Customers are solely responsible for ensuring that products are suitable for their intended use, operating environment, equipment, fuel type, storage conditions and regulatory requirements.
No Change of Mind Returns
Unless required by Australian Consumer Law, Fuel Right Australia does not accept returns or provide refunds for:
- Change of mind
- Incorrect product selection
- Incorrect quantity ordered
- Duplicate orders
- Products no longer required
- Customer ordering errors
- Customer purchasing incompatible products
- Price changes after purchase
- Delays outside our reasonable control
- Products ordered contrary to our recommendations
Products That Cannot Be Returned
Unless required by law, Fuel Right Australia will not accept returns of:
- Opened containers
- Used products
- Partially used products
- Products removed from their original packaging
- Products with broken tamper seals
- Products with damaged packaging
- Products that have been contaminated
- Products mixed with any other substance
- Products exposed to excessive heat, freezing temperatures, direct sunlight or adverse environmental conditions
- Products with altered or missing labels
- Expired products
- Special-order products
- Custom-labelled products
- Imported-to-order products
- Dangerous Goods that cannot legally be returned
- Hazardous Chemicals that cannot legally be returned
- Clearance or discontinued items identified as non-returnable
Customer Responsibility
The customer is responsible for ensuring:
- The correct product is ordered.
- The correct quantity is ordered.
- The product is appropriate for the intended application.
- All manufacturer’s instructions are followed.
- All Safety Data Sheets are reviewed before use.
- Products are handled and stored correctly.
- Products are applied at the correct dosage.
- Products are not mixed with incompatible chemicals.
- Products are used only by suitably trained personnel where applicable.
Failure to comply with these requirements may void any available remedy to the extent permitted by law.
Inspection on Delivery
Customers must inspect all goods immediately upon delivery.
Any claim relating to:
- Freight damage
- Short delivery
- Incorrect goods
- Missing items
- Incorrect quantities
- Visible defects
- Damaged packaging
must be notified to Fuel Right Australia in writing within 48 hours of delivery.
Failure to notify within this period constitutes acceptance of the goods except where prohibited by law.
Defective Product Claims
If you believe a product is defective you must:
- Immediately stop using the product.
- Notify Fuel Right Australia as soon as reasonably practicable.
- Retain the product in its original condition.
- Preserve all original packaging.
- Preserve all batch numbers and product labels.
- Provide proof of purchase.
- Provide photographs upon request.
- Provide details of the alleged defect.
- Cooperate fully with our investigation.
Products must not be disposed of, destroyed or altered before our investigation is completed unless required for safety reasons.
Failure to preserve the product may affect our ability to assess the claim.
Investigation of Claims
Fuel Right Australia reserves the right to investigate every claim before determining whether a remedy is available.
This may include:
- Inspection of returned goods.
- Inspection of storage conditions.
- Review of maintenance records.
- Review of application methods.
- Review of dosage rates.
- Review of fuel quality records.
- Independent laboratory testing.
- Independent technical assessment.
- Consultation with the product manufacturer.
No admission of liability is made merely because a claim has been received or investigated.
Laboratory Testing
Where Fuel Right Australia reasonably believes laboratory testing is necessary to determine the cause of an alleged defect, we may require the product to undergo independent testing.
Where testing confirms the product complies with specification and is free from manufacturing defects, Fuel Right Australia may recover from the customer all reasonable costs associated with:
- Testing
- Freight
- Administration
- Inspection
- Storage
- Disposal where applicable
to the extent permitted by law.
Storage Requirements
Customers acknowledge that many Fuel Right Australia products are specialty chemical products whose performance depends upon proper storage.
Customers are responsible for ensuring products are stored:
- In accordance with the Safety Data Sheet.
- In accordance with the Technical Data Sheet.
- In accordance with label instructions.
- In accordance with applicable legislation.
- In accordance with good industry practice.
Fuel Right Australia accepts no responsibility for deterioration caused by improper storage after delivery.
Product Performance
Fuel treatment performance varies significantly depending upon factors outside our control, including:
- Existing fuel quality
- Water contamination
- Microbial contamination
- Fuel age
- Storage practices
- Tank condition
- Equipment condition
- Existing maintenance practices
- Fuel turnover
- Operating conditions
- Environmental conditions
- Product application
- Dosage accuracy
Accordingly, Fuel Right Australia does not guarantee identical results in every application.
Any performance information published on this website is based upon testing, case studies or reported field performance under particular conditions and should not be interpreted as guaranteeing identical outcomes in every installation.
Technical Advice
Technical information, recommendations, dosing advice, product selection assistance and application guidance are provided in good faith based on information supplied by the customer.
Customers acknowledge that Fuel Right Australia does not control site conditions, fuel quality, maintenance practices or operating environments.
Customers remain solely responsible for determining whether products are suitable for their intended application.
Return Authorisation
No goods may be returned without prior written approval.
All approved returns require a Return Merchandise Authorisation (RMA) issued by Fuel Right Australia.
Unauthorised returns may be refused and returned to the sender at the sender’s expense.
Condition of Returned Goods
Approved returned goods must:
- Be unused unless the defect could not reasonably have been identified without use.
- Be in their original packaging where practicable.
- Include all accessories.
- Include all documentation.
- Include proof of purchase.
- Include batch numbers where available.
- Be securely packaged for transport.
Return Freight
Unless otherwise required by law:
- Customers are responsible for all return freight costs.
- Customers bear all transport risk until goods are received by Fuel Right Australia.
- Original shipping charges are not refundable.
- Express freight charges are not refundable.
- Insurance during return transit is the customer’s responsibility.
Special Orders
Products specially manufactured, imported, customised or procured specifically for a customer cannot be cancelled, returned or refunded once ordered except where required by law.
Deposits paid on special-order products are non-refundable.
Dangerous Goods
Where products are classified as Dangerous Goods or Hazardous Chemicals, all returns must comply with applicable transport legislation and regulatory requirements.
Fuel Right Australia reserves the right to refuse returns that do not comply with applicable legal requirements.
Restocking Fee
Where Fuel Right Australia agrees, at its absolute discretion, to accept a return that is not required under Australian Consumer Law, a restocking fee of up to 25% of the purchase price may be charged together with any reasonable costs incurred for:
- Freight
- Handling
- Inspection
- Administration
- Repackaging
- Disposal
- Credit card processing fees not refunded to us by payment providers
Acceptance of one discretionary return does not oblige Fuel Right Australia to accept future discretionary returns.
Refund Method
Approved refunds will ordinarily be made using the original payment method.
Refund processing times depend on your financial institution.
Limitation of Liability
To the maximum extent permitted by law, Fuel Right Australia’s liability arising out of or in connection with the supply of goods is limited, at our option, to:
- Repairing the goods;
- Replacing the goods;
- Supplying equivalent goods; or
- Paying the reasonable cost of replacing the goods.
To the fullest extent permitted by law, Fuel Right Australia excludes liability for:
- Indirect loss
- Consequential loss
- Loss of profits
- Loss of revenue
- Loss of opportunity
- Loss of production
- Loss of contracts
- Business interruption
- Downtime
- Loss of fuel
- Fuel contamination occurring after delivery
- Equipment damage caused by incorrect installation or application
- Corrosion caused by conditions outside our control
- Injector damage
- Pump damage
- Engine damage arising from misuse or incorrect application
- Environmental remediation costs
- Clean-up costs
- Third-party claims
- Loss arising from incorrect dosage
- Loss arising from failure to follow instructions
- Loss arising from mixing products with incompatible substances
Nothing in this section limits or excludes any liability that cannot lawfully be limited or excluded.
Force Majeure
Fuel Right Australia is not liable for delays or failures arising from circumstances beyond our reasonable control, including acts of God, natural disasters, industrial disputes, transport disruptions, supplier shortages, government action, pandemics, cyber incidents or failures of utilities.
Governing Law
This Refund & Returns Policy is governed by the laws of the State of Victoria, Australia.
The parties submit to the exclusive jurisdiction of the courts of Victoria and any courts entitled to hear appeals from those courts.
Contact Us
Fuel Right Australia
Flowco Solutions Pty Ltd
Email: info@fuelright.com.au
Website: https://fuelright.com.au
To request a return or make a claim, please include:
- Your name and company
- Invoice or order number
- Product purchased
- Quantity
- Batch number (if available)
- Description of the issue
- Photographs (where applicable)
- Contact details