Returns & Cancellations

Who this applies to

We sell to certified businesses only. As a business customer you do not have the statutory 14-day cancellation right that the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give to consumers, because those regulations apply to consumer contracts.

The rights set out below are contractual rights we grant to you. They sit alongside your legal rights in respect of goods that do not conform to contract, which are unaffected.

Cancelling before dispatch

You may cancel an order at any time before we dispatch it, at no cost, by emailing contact@refsolutions.shop with your order number.

Because we do not take payment until certification is verified and the goods are dispatched, cancelling before dispatch means no payment is taken. Any payment authorisation on your card is released in full.

Orders are also cancelled automatically, at no cost to you, if certification evidence is not received or cannot be verified. See our F-Gas Certification & Eligibility Policy.

Returning goods after delivery

Refrigerant cylinders are pressurised dangerous goods. They cannot be returned by post or by a standard parcel carrier, and returns must be arranged through us so that carriage is compliant and safe. Please do not attempt to return a cylinder without a return authorisation from us.

What we will accept back

We will accept the return of goods within 14 days of delivery where all of the following apply:

• the cylinder is unopened, with the valve seal and any tamper-evident seal intact;
• the cylinder is in its original outer packaging, with all labelling, hazard markings and documentation present and legible;
• the cylinder has been stored in accordance with the safety data sheet and shows no sign of damage, corrosion, denting, heat exposure or valve interference; and
• you have a return authorisation number from us.

What we cannot accept back

We cannot accept the return of:

• any cylinder that has been opened, connected, part-used or decanted, whatever the quantity remaining;
• any cylinder whose seal is broken or whose valve shows signs of having been operated;
• any cylinder that is damaged, that has lost its labelling, or whose condition means it cannot lawfully or safely be carried;
• goods returned without a return authorisation number.

These exclusions exist because we cannot verify the composition, purity or safe condition of a cylinder once it has been opened, and because a cylinder in unknown condition cannot lawfully be offered for carriage.

How to request a return

Email contact@refsolutions.shop within 14 days of delivery with your order number, the product, the quantity, the cylinder serial or batch number, and the reason for return. We will confirm whether the goods are eligible and, if so, issue a return authorisation number and arrange collection by a dangerous goods carrier.

Return carriage is arranged by us and charged to you at the actual cost of the collection, which we will tell you before booking it. This does not apply where goods are being returned because they are faulty, were incorrectly supplied, or were damaged in transit — in those cases we bear the cost.

We may apply a restocking charge of up to 15% of the goods value where goods are returned for reasons other than fault or incorrect supply, to cover inspection, re-certification of the cylinder's condition and repackaging. We will tell you the amount before you commit to the return.

Refunds

Once we receive the goods and confirm they meet the conditions above, we refund the price paid, less any agreed restocking charge, within 14 days. Refunds are made to the card used for the original payment. Original delivery charges are refunded only where the return arises from a fault, incorrect supply or transit damage.

Faulty, incorrect or damaged goods

If goods are faulty, are not what you ordered, or arrive damaged, tell us within seven days of delivery by emailing contact@refsolutions.shop with your order number and, where possible, photographs.

Do not use the goods. Where a cylinder appears damaged, do not attempt to move, vent or connect it — contact us for instructions.

Where we are satisfied that the goods did not conform on delivery, we will at our option replace them or refund the price in full, and we will bear the cost of collection. Your legal rights in this respect are not affected by anything in this policy.

Transit damage

If a delivery arrives visibly damaged, note the damage on the carrier's paperwork at the point of delivery where you can, photograph the consignment before unloading if it is safe to do so, and contact us the same day at contact@refsolutions.shop. We will arrange replacement, collection or refund at no cost to you.

If a consignment is refused at delivery because of visible damage, tell us on the day so that we can trace it with the carrier.

Cylinder returns (returnable cylinders)

Where a product is supplied in a returnable or exchange cylinder, the cylinder itself remains our property and must be returned when empty. This is separate from the return rights above and is not a refund of the gas. Contact us at contact@refsolutions.shop to arrange collection of empty cylinders.

Contact

Refrigerant Solutions Limited 8 Murieston Road, Hale, Altrincham, WA15 9ST contact@refsolutions.shop +44 161 928 9505