Returns, Refunds & Cancellations

If you are not completely satisfied with your purchase, we’re here to help and assist you to resolve any issues immediately.

Cancellations

We are happy to cancel any order you may have placed with us providing it hasn’t already been collected by our courier. Please note that our courier normally collects orders at around 3pm Monday to Friday, and as such we can only reasonably cancel an order if we are notified before 1pm to give us time to cancel the collection.  

In the event that a customer has ordered and not specified that there are access restrictions, and a haulier cannot make delivery as a result, the pallet will be returned to PBE Fuels and a refund made to the customer minus the initial delivery charge, and return haulage charges combined.

Customers who wish to cancel an order prior to it leaving our yard can do so for a full refund subject to an admin charge.

General returns

You have 14 days to return any order from the date you received it. 

To be eligible for a return, the order must be in the original packaging and in the same condition that the courier delivered. You will be liable for the costs of returning the order if there’s nothing wrong with it, however we can arrange the collection through our own pallet courier to minimize your costs and any such costs would be deducted from any refund we issue you.

Returns or refunds for damaged items etc

If there is something wrong with your order we are happy to refund you in full and collect your items at no cost to yourself. If there is just a minor problem, such as a damaged bag or similar issue, please make a note of this on the delivery note before you sign it and call or email us to let us know the details. We will be happy to talk to you to arrange a refund or other mutually acceptable solution. We may ask for pictures of any damages/issues so that we can take it up with our couriers to enable us to improve our ongoing service.

Please make sure to notify us within 48 hours of delivery to qualify for any refunds/credits.

We are very proud of our products and our customer service record and will always be happy to work with our customers when things go wrong to make sure they are completely satisfied. We aim to resolve all problems as quickly as possible to ensure the best possible customer service experience for our customers.

Payment & Security

We offer SECURE online payments via CREDIT or DEBIT CARDS. 

We can also accept payments by online Bank Transfer or over the phone. Please contact us for details. 

Contact us

If you have any questions regarding returns, refunds and cancellations, please call us on 01437 761320 or e-mail us at info@pbefuels.co.uk