Refund & Exchange Policy

Oula Local Fuel Marketing Company Follows the Exchange & Refund Policy according to the Kuwait Ministry of Commerce Law No. (39/2014). In case for any reason customer is not satisfied with the products and/or services offered by Oula, customer may return the product or refund the amounts in their accounts according to the below details:

Products Replacement

All Oula products (Cards & E-Tags) are warranted against any manufactured defect for a period of 1 month from date of purchase. We reserve the right to refuse returns of any product that does not meet the above return condition in our sole discretion. Oula will provide a replacement of the damaged card / e-tag upon receiving customers request and confirming manufacturer defect without any replacement fees.

Restrictions to Replacement

1- Product misuse, damage (other than manufacturing defect) will not be replaced by Oula.

2- Product loss / theft, will not be compensated by Oula.

Customer may request card / e-tag stoppage or cancellation by calling Oula Call Center: 1800111 or by request via Card Department in: Qortuba Station or Head Office (KBT Tower, 29th Floor).


All Oula customers are entitled to request a refund on their accounts for the recharges made through Oula Portals: Oula Application (Oulafuel), Oula Website , or through Oula Card Centers according to the below conditions:

1. If a customer recharges wrong amount on account in Mobile Application, Website or via Card Center

2. If a customer was charged with wrong amount in station (Refueling or Carwash)

3. Cancelation post 30 days from the date of the purchase as mentioned above will not be accepted

4. Third party recharges other than recharges via K-net portal and according to the above conditions are non-refundable. Terms & conditions apply

Restrictions to Refund

1- Gifts, Rewards and Points Redeemed on Mobile Application will not be refunded / exchanged by Oula to the customer.

2- Vouchers offered by third party will not be exchanged / refunded by Oula to the customer.

Process to Request Replacement and Refund

  • Customer may request refund of amount / exchange of product by Calling Oula Call Center on: 1800111.
  • Visiting Oula Head Office Located in: KBT Tower 29th Floor Sharq area to file a request.
  • It takes 7-10 business days to refund an amount recharged or return of product when using the Credit Card Online Payment Method.
  • It takes 1-2 business days to exchange a product in case of manufacturing defect.
  • The time it takes for a refund to go back to your bank account due to refund request when using the K-NET Payment Method will depend on the issuing bank.

Changes to This Terms and Conditions:

We may update our Exchange & Refund Policy from time to time without any approval from your end. Thus, you are advised to review this page periodically for any changes. This policy is effective as of 2021-07-13.

Contact Us

If you have any questions or suggestions about our Exchange & Refund Policy, do not hesitate to contact us via our email: or by calling: 1800111.