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ONLINE SHOP COMING SOON OPEN 24 HOURS, 7 DAYS A WEEK · SHOP #8, MALL OF I-8, I-8 MARKAZ, ISLAMABAD, 44000, PAKISTAN ORDER ON THE WEBSITE · PICKUP AT SHOP #8 ONLINE SHOP COMING SOON OPEN 24 HOURS, 7 DAYS A WEEK · SHOP #8, MALL OF I-8, I-8 MARKAZ, ISLAMABAD, 44000, PAKISTAN ORDER ON THE WEBSITE · PICKUP AT SHOP #8

Customer care

Refund, Return & Exchange Policy

When we replace, refund or exchange — including damaged goods, expiry issues, opened cosmetics, and gift baskets.

This policy applies to orders placed with Fuel Up Signature through the website or in the I-8 store.

Nothing on this page takes away rights you have under applicable Pakistan consumer-protection law. If a product is defective, not as described, expired when you received it, or unsafe, contact us and we will put it right.

How to tell us

Message WhatsApp 0304 2468000 or email hello@fuelup.pk as soon as you notice a problem. Please send your order number or receipt, the product name, and clear photos. For damaged parcels, an unboxing video helps us resolve the case faster.

We aim to acknowledge complaints within 24 hours, and to offer a resolution within 7 days where we can.

When we will refund, replace, or exchange

We will refund, replace, or exchange in these cases:

  • The product arrived damaged, leaking, or clearly defective.
  • You received the wrong product or the wrong variant.
  • The product was expired, or so close to expiry that it was not reasonably usable, when you received it.
  • The listing or staff description was materially wrong (size, flavour, shade, quantity).

Please report these issues within 48 hours of pickup or delivery. Keep the product and packaging so we can inspect it. Do not use a damaged cosmetic or food item.

Opened food, drinks, cosmetics and fragrances

Snacks, chocolates, drinks and other food

Opened food and drink usually cannot go back on the shelf. We will still help if the product was defective, expired on receipt, or not what you ordered. Change-of-mind returns on opened food are not available.

Cosmetics, skincare and fragrances

Unopened cosmetics, skincare and fragrances in original sealed packaging may be considered for exchange or refund within 7 days of pickup or delivery, if the item is unused, the seal is intact, and we can resell it. Opened, swatched, sprayed or unsealed beauty products cannot be returned, except where the item is defective, expired on receipt, or not what you ordered.

Gift baskets and custom orders

Once a gift basket or custom hamper has been assembled, it cannot be returned for a change of mind. If we packed the wrong items, used damaged goods, or the basket was damaged in handling, we will repair, replace, or refund the affected part. See also our Gift Orders page.

Discounted and promotional items

Sale, clearance and promotional prices do not remove your rights for damaged, defective, incorrect or expired products. Change-of-mind returns may not apply to items marked as sale, clearance, or short-dated, or to items sold as-is with a stated defect.

Refund method and timing

  • Refunds go back by the same method you paid, where we can: cash at the store for cash/COD, or bank transfer for verified bank payments.
  • We do not charge a restocking fee on genuine quality or error cases.
  • If we agree a return of an item you collected, bring it to Shop #8. We do not currently run a prepaid courier returns service.
  • Once we confirm the refund, cash refunds are completed in store. Bank refunds are usually processed within 7 business days.

Exchanges

Exchanges depend on stock. If the replacement costs more, you pay the difference. If it costs less, we refund the difference by the original payment method.

Questions: WhatsApp or call 0304 2468000, email hello@fuelup.pk, or visit Shop #8, Mall of I-8, I-8 Markaz, Islamabad. The store is open 24 hours, every day.

Last updated: 28 October 2026. Fuel Up Signature, Shop #8, Mall of I-8, I-8 Markaz, Islamabad.