Beales Market Gases Ltd (trading as Need Gas) Last updated: 13/07/2026
This policy explains your rights when you buy from us, how to return an item, and how refunds work. It applies to orders placed through needgas.co.uk and by phone. It does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Because we sell liquefied petroleum gas (LPG) in pressurised cylinders, some safety-based restrictions apply to returns. These are explained clearly below.
1. Your 14-day right to cancel (online and phone orders)
If you are a consumer buying online or by phone, you have the right to cancel your order within 14 days without giving a reason. The cancellation period ends 14 days after the day you (or someone you nominate) receives the goods.
To cancel, contact us before the 14 days are up:
- Email: calor@needgas.co.uk
- Phone: 020 8539 8882
- Post: Beales Market Gases Ltd, 17 Sherrin Road, New Spitalfields Fruit Market, Leyton, London E10 5SQ
If you cancel, we will refund the price you paid for the goods and the standard delivery cost. See section 5 for how and when refunds are paid, and section 2 for the important exceptions that apply to gas cylinders.
2. Important exceptions for gas cylinders and gas content
For health, safety and legal reasons, the 14-day right to cancel does not apply to the following, once supplied:
- Gas (the cylinder contents). Gas is a consumable that, once supplied and where the seal has been broken or the cylinder connected, cannot be resold and is liable to deteriorate.
- Cylinders that have been connected, used, or had their tamper seal broken. A cylinder that has been put into use cannot be returned for refund of the gas, as we cannot verify its remaining contents or safe condition for resale.
This reflects the exemptions in the Consumer Contracts Regulations 2013 for sealed goods that are not suitable for return once unsealed for health or safety reasons, and for goods that are liable to deteriorate. It does not affect your rights if an item is faulty or was supplied incorrectly (see section 4).
Unused, sealed cylinders that you have changed your mind about may be returned within the 14-day period, provided the tamper seal is intact and the cylinder is undamaged.
3. The Cylinder Refill Agreement (CRA)
When you buy a cylinder for the first time, part of what you pay is a one-time Cylinder Refill Agreement (CRA) charge. The cylinder itself remains the property of Calor under that agreement; you pay for the gas and for the right to exchange and refill the cylinder.
- The CRA is an agreement between you and Calor. Refunds of the CRA charge are subject to Calor’s terms at the time you return the cylinder.
- When you no longer need a cylinder, return it to us and we will help you arrange the appropriate refund or credit available under the agreement. Proof of purchase is required.
- The refundable element relates to the cylinder agreement only, not to gas that has been supplied.
4. Faulty, damaged or incorrect items
Nothing in this policy limits your statutory rights. If an item is faulty, damaged on arrival, or not what you ordered:
- Within 30 days of delivery, you have the right to reject a faulty item and receive a full refund (Consumer Rights Act 2015).
- We will also offer, where appropriate, a repair, replacement or exchange.
- If you receive a damaged, leaking or incorrect cylinder, do not use it. Keep it away from ignition sources, in a well-ventilated outdoor area, and contact us immediately on 020 8539 8882.
Please report any damage, shortage or incorrect item as soon as possible — ideally within 48 hours of delivery — and, where safe to do so, keep the item and its packaging and send us photos, as this helps us resolve the issue quickly. This does not affect your statutory rights.
We will cover the cost of collection and redelivery for any faulty, damaged or incorrectly supplied item.
5. How and when you get your refund
- Refunds are made to the original payment method.
- Where the 14-day right to cancel applies, we will refund you within 14 days of receiving the goods back, or of you providing evidence that you have returned them, whichever is sooner.
- For faulty or incorrectly supplied goods, refunds are processed promptly once the item is collected or returned and inspected.
- We may reduce a refund to reflect any loss in value of goods caused by handling beyond what is necessary to establish their nature, characteristics and condition.
6. Exchanges
If you have changed your mind and want a different item, the quickest way is to return the original (once accepted under this policy) and place a new order for the item you want. If you are switching to a different type or size of cylinder, a new Cylinder Refill Agreement may apply — contact us on 020 8539 8882 and we will guide you through it.
7. How to return a gas cylinder safely
Gas cylinders are dangerous goods and must not be sent through the normal post or standard couriers. Please do not attempt to ship a cylinder yourself.
To return a cylinder:
- Contact us on 020 8539 8882 or calor@needgas.co.uk to arrange collection or to bring it to our depot.
- You are welcome to return cylinders in person at our depot during business hours (no appointment needed). 17 Sherrin Road, London, E10 5SQ
- Keep cylinders upright, with valves closed, away from heat and ignition sources, until collected.
8. Items that cannot be returned for change of mind
For the safety reasons set out above, the following cannot be returned simply because you have changed your mind:
- Gas that has been supplied, where the seal is broken or the cylinder has been connected or used.
- Any cylinder that is damaged, leaking, or shows signs of misuse.
This does not affect your rights in respect of faulty or incorrectly supplied goods.
9. Contact us
Beales Market Gases Ltd 17 Sherrin Road, New Spitalfields Fruit Market, Leyton, London E10 5SQ Registered in England & Wales, company no. 04080933 Registered office: Ifield Keene, 11 Whitchurch Parade, Whitchurch Lane, Edgware, Middlesex, HA8 6LR Phone: 020 8539 8882 Email: calor@needgas.co.uk
