At TW Fuels, we supply AdBlue® and fuel-related products nationwide to both trade and domestic customers. Due to the nature of these products and the risk of contamination once opened, our refund policy is set out clearly below.
AdBlue® & Sealed Liquid Products
For hygiene, safety, and quality control reasons, AdBlue® is treated as a consumable product:
- Cancellations
Orders can be cancelled or amended up to 48 hours before the scheduled delivery date.
Once an order has been dispatched, cancellations may not be possible. - Returns
We are unable to accept returns of opened containers, IBCs, barrels, or bulk deliveries of AdBlue®.
Sealed, unopened packaged products may be eligible for return at our discretion, provided they are unused, undamaged, and in original condition. - Quality Issues
If you believe there is a quality issue on delivery (e.g. damaged container, leakage, contamination concerns), you must notify us within 24 hours of delivery and provide clear photos.
Where a genuine fault is confirmed, we will offer a replacement or refund.
Bulk Deliveries & IBC Containers
- Bulk AdBlue® deliveries and IBC container deliveries are non-returnable once delivered.
- Failed deliveries due to restricted access, unsuitable delivery location, or customer unavailability may incur delivery and re-delivery charges.
- Customers are responsible for ensuring suitable access for delivery vehicles and offloading equipment.
Incorrect or Damaged Deliveries
If the wrong product is delivered, or your delivery arrives damaged:
- Contact us within 24 hours of delivery
- Provide photos of the issue
- Do not use the product until we have advised next steps
Refund Processing
Approved refunds will be processed back to the original payment method within 3–5 working days (subject to payment provider timescales).
Consumer Rights
Nothing in this policy affects your statutory rights under UK consumer law.
If you experience any issues with your order, our team will always aim to resolve things quickly and fairly.