Return & Refund Policy

Alectra Gas stands behind every cylinder we deliver. Our goal is that every customer receives a safe, correctly filled cylinder in good condition. If something goes wrong, this policy explains how we will make it right.

As a cylinder exchange service, our return and refund process is different from traditional product retailers. Please read the following carefully.

1. How Our Exchange Service Works

When you place an order with Alectra Gas, you exchange your empty or depleted cylinder for a full cylinder of the same size. The cylinder itself remains the property of the gas supplier. You are paying for the gas content and the delivery service, not the cylinder hardware.

Because the exchange is completed at the point of delivery, once the driver departs with your empty cylinder and payment has been made, the transaction is considered complete.

2. Faulty or Incorrectly Filled Cylinders

If the cylinder you receive is found to be faulty, leaking, or incorrectly filled, you are entitled to a free replacement at no additional charge. To qualify:

• Contact us within 24 hours of delivery on 074 512 4065
• The cylinder must not have been used, tampered with, or connected to an appliance after the fault was identified
• The fault must be a product defect, not damage caused by the customer after delivery

We will arrange for a driver to collect the faulty cylinder and deliver a replacement as soon as possible, prioritised on the next available delivery slot.

3. Order Cancellations

You may cancel your order without penalty at any time before the delivery driver has departed from our dispatch point. Once the driver is en route to your address, we are unable to accept a cancellation, as the cylinder has been loaded and dispatched specifically for your order.

To cancel an order, call us immediately on 074 512 4065. Do not wait until the driver arrives.

4. Refunds

Refunds are considered on a case-by-case basis and are only applicable in the following circumstances:

• Verified product fault: The cylinder delivered was demonstrably faulty or underfilled, confirmed by our team.
• Delivery failure: We failed to deliver your order within the agreed delivery window, through no fault of the customer (e.g. incorrect address provided by us, driver no-show).
• Duplicate payment: A technical or system error caused your payment to be processed more than once.

Refunds will not be issued for change of mind after delivery has been completed, or where the customer provided an incorrect delivery address, was not available to receive the delivery, or refused delivery without valid reason.

Where a refund is approved, it will be processed within 5–7 business days to the original payment method. EFT refunds are processed to the originating bank account.

5. Cylinder Condition on Return

When you hand over your empty cylinder for exchange, we inspect it for the following:

• Structural integrity — no major dents, cracks, or corrosion
• Valve condition — the valve must be functional and closeable
• Cylinder identification markings — the tare weight and SABS markings must be legible

Cylinders that fail the safety inspection may be refused for exchange. In this case, you will be advised on how to safely dispose of or recertify your old cylinder. You may still purchase a new cylinder exchange subject to a higher first-time fee; please contact us to discuss.

6. Consumer Rights Under the Consumer Protection Act

In addition to the above, South African customers are protected by the Consumer Protection Act, 2008 (CPA). Under the CPA, you have the right to:

• Receive goods that are safe and fit for purpose
• Return goods that are defective within six months of purchase
• Receive a refund, repair, or replacement for defective goods

If you believe your consumer rights have been infringed, please contact us directly in the first instance. If the matter cannot be resolved, you may contact the National Consumer Commission (NCC) at www.thencc.gov.za.

7. How to Request a Return or Refund

1. Call us on 074 512 4065 as soon as the issue is identified. Do not attempt to use a faulty cylinder.
2. Describe the issue clearly: the cylinder size, the nature of the fault, and your order date and delivery address.
3. Our team will assess the claim and advise whether a replacement delivery or refund is applicable.
4. If a physical inspection of the cylinder is required, keep the cylinder in the same condition as received. Do not attempt to repair, open, or modify the cylinder.

8. Contact Us

For all return, refund, or complaint enquiries, contact us at 074 512 4065 or visit our Contact page. We are available Monday to Saturday, 08:00–17:00.