Returns & refunds

We accept returns of new, unopened cylinders only. The factory seal and valve cap must be intact. We do not accept slightly used, part-used, or opened cylinders, except where the goods are faulty or not as described.

If you bought online from Frostline, you have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That cooling-off period is 14 days from the day you receive the goods, plus the time needed to tell us you are cancelling. That right applies to new, unused goods. Opened pressurised refrigerant is not suitable for return once the seal is broken.

In addition, Frostline offers a 30-day returns window from delivery for new, unopened cylinders in original condition, which is longer than the statutory 14 days.

Opened or slightly used

Once a cylinder valve has been opened, the seal broken, or any gas used, we cannot accept it back except where the goods are faulty or not as described. Pressurised refrigerant cannot be restocked after use. Faulty goods remain covered by the Consumer Rights Act 2015.

How to cancel or return

Email trade@frostline.co.uk or write to Frostline, 6 Simonburn Ave, Newcastle upon Tyne, NE4 9UA, United Kingdom, with your order reference and the SKU you are returning. You must send the goods back without undue delay and within 14 days of telling us. Use a courier that will accept compressed-gas returns; we will confirm the method when you write.

You pay the cost of return postage unless the item is faulty or not as described. There is no restocking fee. We refund; we do not offer exchanges.

Refunds

We refund using the same payment method, including the original uk cylinder delivery charge of the order where you cancel the whole order under the 14-day right. If you return only some items after the statutory period, delivery is not refunded. We process refunds within 14 days of receiving the return. Faulty goods are covered by the Consumer Rights Act 2015 (30-day right to reject, and further remedies after that).

Delivery times are on the shipping policy. These rights sit alongside, and do not replace, your statutory rights.