In case of receipt of damaged or defective goods, please report this to us by telephone or email. 


  • All unused or unopened items can be refunded within 28 days with proof of purchase. After this time items can be exchanged for goods of the equivalent value or a credit note to be used at a later date.
  • Faulty goods can be exchanged within 28 days of purchase with proof of purchase. After this date we reserve the right to repair the item or arrange for the repair.
Unwanted Gas Cylinders   Refund Level
Unused Cylinder   100%
Used Gas Cylinder   None

Please note that the refunds above are based on the cylinders being brought back to our depot by the customer. If you require us to collect the cylinder for a refund - a £15 collection charge will apply for the first cylinder followed by a fee of £6 for each additional cylinders.

Unwanted Heaters and Appliances   Refund Level Restocking Fee
Unused and in original unopened and undamaged packaging   100% 0%
Used in original undamaged packaging   70% 30%
Used without original packaging   40% 60%

Please note that the refunds above are based on the heaters being brought back to our depot by the customer or the customer arranging courier transport at their own cost. We recommend the use of the following courier provider below for sending returns

Returns Address 

Customer Returns
Eastern Gases Ltd
Unit 1 Mill Farm
Whalebone Lane North

Please ensure you leave a note with your order number inside the carton. Please also ensure any heaters are disassembled and packed into it's original packaging or in into other suitable carton packing that is suitable for courier transport.

Alternatively, if you prefer us to arrange an appliance return collection, we can arrange at a cost of £30.00 for the first unit and then £15.00 for each additional unit.

Cancellation Policy (Appliances)

  • Cancellations made before our dispatch time of 3pm (Mon-Fri) will not incur any additional charges. 
  • Cancellations made after the item has been dispatched will incur a returns charge of £30.00 + VAT per item.
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