Last updated: January 2025
Your rights under UK consumer law
Under the Consumer Contracts Regulations 2013 you have the right to cancel most online orders within 14 days of receiving your goods and receive a full refund. However, there are important exceptions that apply to LPG gas cylinders — please read this policy carefully before ordering.
New, unused cylinders
If you receive a new, full, unopened cylinder that is faulty, damaged on delivery, or not as described, please contact us within 48 hours of delivery at info@gasshack.uk or 01841 532390. We will arrange collection and either replace the cylinder or issue a full refund at no cost to you.
If you wish to return a new, full, unopened cylinder that is not faulty — for example if you ordered the wrong size — please contact us within 14 days of delivery. We will arrange collection subject to the cylinder being in its original unopened condition. A refund will be issued within 14 days of us receiving the returned cylinder. We reserve the right to charge a reasonable collection fee for change-of-mind returns.
Exchange cylinders
Exchange cylinders cannot be returned or refunded once the swap has been completed. By accepting a full cylinder in exchange for your empty, the transaction is considered complete. If you believe a cylinder supplied on exchange is faulty or unsafe please contact us immediately on 01841 532390 and do not attempt to use it.
Cylinders that cannot be returned
For safety reasons, the following cylinders cannot be returned or refunded under any circumstances: any cylinder where the seal has been broken or that has been connected to an appliance, any cylinder that has been partially used, any cylinder that has been stored incorrectly or damaged after delivery, and any cylinder that has been involved in an incident. This exception is permitted under the Consumer Contracts Regulations 2013 for goods that may deteriorate rapidly or pose a safety risk.
Damaged on delivery
If your cylinder arrives visibly damaged please refuse delivery and contact us immediately. If damage is only discovered after delivery please photograph it and contact us within 48 hours. We will assess and resolve all damage claims promptly.
Refund timescales
Approved refunds are processed within 14 days of us receiving the returned goods or confirming a refund is due. Refunds are made to the original payment method.
Contact us
Email: info@gasshack.uk
Telephone: 01841 532390
Address: Unit 6a, Trecerus Industrial Estate, Padstow, PL28 8RW
Your statutory rights are not affected by this policy.
