Returns and Refund Policy
Cancellation of a Contract if you are a consumer
1. We believe you’ll be delighted with your purchase from Rent Free Gas Cylinders, but if you are a consumer and have purchased Product(s) online, you have rights under various legislation to cancel the Contract (including under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Sale of Goods Act 1979 (or from 1 October 2015, the Consumer Rights Act 2015). We have set these rights out below for convenience. Advice about your legal right to cancel the Contract is available from your local Citizens’ Advice Bureau or Trading Standards Office.
You have a right to cancel a Contract for any reason within 14 days.
2. You have a right to cancel a Contract for any reason, including if you change your mind, until 23:59 on the 14th (fourteenth) day after the day on which you (or the person you have identified to take delivery of the products) takes physical possession of the Product.
However, if you have ordered:
(a) more than one Product in a single order (for example, you have ordered Gas Cylinders as well as other products), your legal right to cancel will not end until 23:59 on the 14th (fourteenth) day after the day on which we complete the delivery of the last of those Products or items; or
(b) a regular delivery of Products over a defined period (if applicable), your legal right to cancel will end at 23:59 on the 14th (fourteenth) day after the day on which we complete the delivery of the first of those Products.
3. You can tell us that you wish to cancel the Contract in the period set out in paragraph 2 by:
(a) sending us an e-mail to sales[at]rentfreegascylinders.co.uk;
(b) calling us on 01903 700 778.
You have the right to cancel a Contract if the Product(s) are faulty or not as described
4. If the Products are not of satisfactory quality, fit for purpose (i.e. fit for the purpose for which it was intended to be used or a purpose made known to us in writing) or are not as described, you may either:
(a) reject the Products and claim a refund – you have a “short term” right to reject the Product(s) and claim a refund within 30 days of delivery (see section 15); or
(b) request a repair or replacement of the Product(s). If you request a repair or replacement, we will carry out the repair or replacement at no extra cost, within a reasonable time and without significant inconvenience to you. If you request a repair or replacement within 30 days of delivery, you have the remainder of the 30 day period (or 7 days if longer) to check whether the repair or replacement has been successful and to decide whether to reject the Products and claim a refund (see section 15). Please note that in some circumstances it may not be possible to offer a repair or replacement.
5. If you request a repair or replacement as set out in paragraph 4(b), and we do not do this properly, you may either:
(a) keep the Product(s) and claim a price reduction – please note that if you have had the Product(s) for more than 6 months, we may deduct a reasonable amount from the amount owed to you; or
(b) reject the Product(s) and claim a refund – you then have a “final right” to reject the Product(s) and claim a refund (see paragraph 7.1(b) below).
6. The rights above do not affect your right to claim compensation for any losses you may have suffered as a result of the faulty Product(s).
7. Please note that we do not accept returns or provide refunds if a fault arises from fair wear and tear, wilful or accidental damage, negligence by you or a third party, abnormal or inappropriate storage or working conditions, failure to operate or use the Product(s) in accordance with the user instructions or unauthorised misuse or alteration of the Product(s) by you or a third party. Under no circumstances will we accept returns or provide refunds more than 6 years after the date of delivery.
Our Returns and Refunds Policy if you are a consumer
8. If you cancel a Contract for any reason, or reject the Product(s) for being faulty, we will collect the Product(s) from you for free. We will telephone you (using the number you included in your order) to confirm certain details in order to arrange the collection. For small, low-value items, we may decide not to collect the Product, and will instead send you a pre-paid, padded envelope, which you can use to post the Product back to us. You will need to send the Product(s) back to us without undue delay and in any event not later than 14 days after the day on which you have given notice of your cancellation.
9. Please note that if your order includes Cylinder Gas, and you cancel the Contract, either under the fourteen-day period as set out in our ‘Cancellation of a Contract if you are a consumer‘ section, or for any other reason (e.g. defective Products), the collection of the Cylinder will be at a different time, and possibly a different day, to the collection of the other Product(s) that you are returning.
10. If you cancel a Contract, all ancillary contracts you have entered into associated with the cancelled Products will be automatically cancelled (for example, the Calor Refill Agreement but subject to return of the Cylinder to Rent Free Gas Cylinders).
Refunds
11. We will make any refund due to you using the same method originally used by you to pay for your purchase. You will not incur any fees as a result of the reimbursement.
12. If you cancel the Contract within 14 days for any reason (see section 2), we will process the refund due to you as soon as possible and, in any case:
(a) if we have collected the Product(s) from you, no later than 14 days after the day on which you have given notice of your cancellation; and
(b) if we ask you to post the Product(s) back to us using the pre-paid envelope, no later than 14 days of us receiving either the Products or proof that they have been returned (whichever is the sooner).
13. We will refund the price that you paid for the Product in full, including any costs of standard delivery (if you have selected a different delivery option, we will only refund up to the amount of our usual standard delivery costs). You should take reasonable care of the Product(s) while they are in your possession as we have the right to make a deduction from any refund due to you if the Product(s) are not returned in a reasonable condition. In particular, we reserve the right to deduct a sum from the refund of the price for the Product(s) to reflect the reduced value of the Product(s) if the Product(s) have been handled more than is necessary (i.e. in a way which would not be permitted in a shop).
14. If the Product is faulty or defective, you should contact us by sending an email to sales[at]rentfreegascylinders.co.uk or by telephone on 01903 700 778. If you contact us by email, our first action will be to call you on the phone number in your order to discuss the issue with you. We will examine the returned Product(s) and notify you within a reasonable time by telephone if you are entitled to a refund. We will process the refund for defective or faulty Product(s) as soon as possible and in any event within 14 days of us agreeing that you are entitled to a refund.
15. If you exercise your “short term” right to reject the Product(s) within 30 days of delivery (see section 4(a)), we will refund to you the full price of the Product(s) including any delivery changes. We may ask you for evidence that the defect was there at the time of delivery or further information about the defect.
16. If you exercise your “final right” to a refund (having requested a repair or replacement and this having been unsuccessful – see section 5(b)):
(a) within 6 months of the date of delivery – we will refund to you the full price of the Product(s) including any delivery charges. In such circumstances we will assume the fault was there as at the time of delivery unless it is obvious that this is not the case; or
(b) after 6 months from the date of delivery – we will refund to you the price of the Product(s) but this may be reduced to take into account any use you have had from the Product(s). In such circumstances we may require you to prove that the defect was there at the time of delivery.
Cancellation, Returns and Refunds Policy correct as of 24th August 2023.