Refund policy
Thank you for reviewing our returns policy before placing your order.
At Fuel Storage Tanks, we aim to be as clear and transparent as possible. That’s why our returns policy is visible on every product page and in the website footer. Clear policies help ensure mutual understanding and, ultimately, customer satisfaction.
While we hope you’ll be completely satisfied with your order, we understand that things don’t always go to plan. Below is everything you need to know about what is eligible for a return or refund - and how to proceed.
This Returns & Refunds Policy applies to all purchases made through Fuel Storage Tanks Ltd.
Our products include heavy, specialist, and made-to-order fuel storage equipment.
As such, certain items are subject to specific return conditions as outlined below.
What is eligible for a refund?
Due to the size and weight of the products we sell, returns can be expensive. Before placing an order, please double-check that the product is the correct size and suitable for your intended use. If you need advice or support, we’re happy to help - just get in touch.
You may request a return if:
- The item arrives damaged
- The item is faulty
- The item received is not the item ordered
- The item is unused, in original condition, and suitable for resale (exclusions apply)
All return requests must be submitted in writing within the timeframes shown in this policy.
Important:
- Returns must be requested within 30 days of the goods' arrival. Requests made after this period will not be accepted.
Timeframes
- Damaged or faulty goods: must be reported within 24 hours of delivery.
- Incorrect items received: within 3 working days
- Unwanted / change-of-mind returns: within 30 days of the goods' arrival (exclusions apply).
- Requests submitted after these timeframes may not be eligible.
Conditions of Goods for Return
For eligible returns, items must be:
- unused
- undamaged
- in original packaging (where applicable)
- safe and suitable for transport.
We may require photographs before authorising the return.
How to request a return
Email us at contact@fuelstoragetanks.co.uk with the following:
- Your order number
- Contact information
- Product(s) you’d like to return
- Reason for return
- Attach clear photographs (for damaged or incorrect items)
- Wait for written return authorisation before arranging shipping.
We will respond within 1 working day.
- Note: Returns are not accepted at our registered address. Once your return is approved, we’ll provide the correct return shipping address.
Collection & Return Costs
For damaged, faulty, or incorrect items:
We will arrange collection at our cost, or supply a replacement.
For unwanted returns or customer error of standard products (no customisation):
- Return shipping must be arranged and paid for by the customer.
- Items must be unused, in ‘as new’ condition, and properly packaged.
- Refunds will be processed after inspection, minus:
-
- The original shipping cost
- A restocking charge of up to 20% (plus VAT)
- If the returned product arrives damaged or in sub-standard condition, additional restocking charges of up to 50% may apply.
We recommend taking photos of the item before and after packaging to document its condition.
All returns must be arranged through our authorised carriers unless otherwise agreed.
Customised Orders
Unfortunately, custom products are non-returnable.
An order is considered custom when any of the following apply:
- A non-standard configuration is selected
Custom orders are NOT eligible for return. Please ensure your selection meets your needs before placing the order.
Faulty Products
If you believe your product is faulty, we will offer a full refund or replacement after inspection.
When will I receive my refund?
Once we receive and inspect the returned items and confirm they are in the same condition as sent:
Refunds will be processed within 10 business days to the original payment method.
Please note that your bank or payment provider may take an additional 3 - 7 business days for the funds to appear in your account.
If items are not packaged correctly and arrive damaged, a restocking charge of 20 - 50% may be applied.
If a return is refused due to condition or eligibility, we will notify you with reasons.
Can I exchange my order?
We do not offer direct exchanges. If you would like a different product, please place a new order.
Order Cancellations
You may cancel an order before production or dispatch.
Please note;
- Made-to-order items cannot be cancelled once manufacturing has begun
- If an order has already been dispatched, it will be treated as a return.
Contact
Email: contact@fuelstoragetanks.co.uk
Phone: 01308 593164
Address: Unit 11, Horn Park Quarry, Broadwindsor Road, Beaminster, Dorset, DT8 3PT