Refund and Return Policy

AO Gas Refund And Return Policy

Refund and Return Policy: At AO Gas, we are committed to ensuring that our customers receive safe, high-quality products and service with every delivery. As a delivery-only online LP gas supplier offering 9kg, 19kg, and 48kg gas cylinders, our Refund and Return Policy is designed to address any issues related to order accuracy, delivery, or product quality. Please review the following guidelines, which apply to all purchases made through our website.

Order Cancellation

Before Dispatch: If you wish to cancel your order, please contact us immediately. Cancellation is only possible before your order has been dispatched for delivery. Once the product is en route, cancellation will not be possible.

How to Cancel: Reach out to our customer service team via phone or email. We will confirm the cancellation if your order has not yet left our facility.

Eligibility for Refunds

Due to the nature of LP gas as a hazardous material and the logistics involved in handling it, all orders are treated as final. However, refunds may be considered under the following conditions:

  • Delivery Errors: If you receive an incorrect cylinder size or your order is incomplete, please notify us within 24 hours of delivery. We will verify the error and arrange for a prompt refund or replacement.
  • Damaged or Defective Product: If a cylinder is visibly damaged or defective upon delivery, contact us immediately with photographic evidence. We will assess the situation and offer a refund or replacement as appropriate.
  • Service Issues: If there is a significant delay or failure in the delivery process that impacts the product’s quality or your scheduled needs, please contact us. We will review your case and determine a fair resolution.

Please note that refunds will be issued only after the product issue has been confirmed by our service team.

Returns of LP Gas Cylinders

Due to strict safety regulations, we do not accept returns of opened or used LP gas cylinders. For unopened and undamaged cylinders that are returned due to a verified error (such as dispatch of an incorrect product), please note the following:

  • Return Process: Once an error is confirmed, we will provide instructions for the safe collection of the unopened cylinder. Do not attempt to return or transport the cylinder on your own.
  • Condition Requirement: The product must be sealed, unopened, and in the original condition as delivered. For safety reasons, any cylinder that has been opened or tampered with is not eligible for return or refund.

Refund Process

Reporting an Issue

To request a refund, please contact our customer service team at info@aogas.co.za with your order number, a description of the issue, and relevant supporting evidence (e.g., photos of any damage).

Review and Verification

Our team will review your case and may request additional information. Once the issue is verified, we will initiate the refund process.

Refund Timeline

Approved refunds will be processed within 7-10 business days, and the credited amount will be applied to your original payment method.

Communication

You will receive email confirmation regarding your refund status, including any further steps required on your part.

Additional Terms and Conditions

Safety First

Due to the hazardous nature of LP gas, safety protocols must be followed during all delivery and return processes. AO Gas reserves the right to refuse a return if proper safety procedures are not adhered to.

Non-Refundable Items

In circumstances where the delivered product has been opened or any attempt to return the product violates safety regulations, no refund or exchange will be provided.

Discretion and Final Decision

AO Gas reserves the right to determine whether a claim qualifies for a refund or replacement. All decisions made by our customer service team are final.

Contact AO Gas

If you have any questions or concerns regarding this policy or need to report an issue, please do not hesitate to contact our support team at info@aogas.co.za. We are here to help and ensure that you receive the safe, reliable service you expect from AO Gas.

Policy Updates

This Refund and Return Policy is subject to periodic review and may be updated to reflect operational or legal requirements. Customers are encouraged to review the policy regularly on our website.

At AO Gas, your satisfaction and safety are our highest priorities. Thank you for choosing us as your trusted LP gas supplier. We are committed to providing quick, reliable service and resolving any issues in a prompt and professional manner.