REFUND & RETURNS POLICY

Online Returns & Refunds

265 Energy will refund a purchase for the exact amount paid less the following:

Any delivery costs already incurred by 265 Energy;
Any restocking fee for special orders.
Refunds will only be processed in accordance with the refund and returns policy, and in the payment method that was used when the order was created, and into the account it was paid from e.g. credit card, EFT or credit the Trade Account.
265 Energy, in its sole discretion, reserves the right to refund a maximum of K50,000.00 in cash, the balance can be paid via EFT or cheque.
A refund can take up to 7 (seven) business days to reflect in your account, and EFT refunds are subject to verification of your banking details.
If for any reason you would like to cancel an order, this may be done by contacting our Customer service on 0993265265 or 0887000265
We reserve the right not to refund the delivery fee in respect of any late cancellations. If you cancel your payment for any reason or if your payment method should cease to be valid for whatever reason, you will nevertheless be bound to pay the full purchase price, including all costs incurred by us relating to the recovery thereof.
You may return a product, at your cost, to any 265 Energy store provided you have the original invoice/proof of purchase and have complied with the required terms and conditions set out by 265 Energy.

RETURNS FOR GAS + GAS CYLINDERS

This policy applies when you wish to return items because they are no longer required.

This policy does not affect your statutory or contractual rights related to faulty or defective products.

Proof of purchase will need to be established before a return can be accepted.
This policy only applies to gases supplied in cylinders.
Please note that there is a distinction between gases and all other goods.

Right to Cancel

You have the right to cancel part or all of an order for any reason within 14 days of receiving the gas or goods. You may cancel an order for a service at any point up until provision of the service has begun.

Returning gas or goods to 265 Energy

– For gas you must either return the gas to 265 Energy or arrange for 265 Energy to collect the gas by calling 0993 265 265 or 0880 090 540 in either case you will have to bear the direct cost of returning the gas to us. Where 265Energy collects the gas from you we will charge you our standard delivery charge.

For safety reasons you should not attempt to send any gas cylinders via courier.

Refunds if you are a business customer

– If you cancel an order, we will not charge you, or where you have already paid we will reimburse you, subject to the deductions or exclusions below, the price you paid for the gas, goods and services (including any applicable surcharges). Other charges such as delivery/ customer collection charges and rental charges are non-refundable.

– We are unable to refund:

(a) any gas in cylinders where you have broken the valve seal (this is for health protection reasons);

(b) medical gases in cylinders with or without valve seals intact (this is for health protection reasons);

(d) goods that have specifically made or obtained to customer order;

(e) goods that have been personalised; and

(f) any product that once it has been delivered deteriorates rapidly.

– If you cancel an order for a service we may deduct from the amount we refund to you any costs that 265 Energy has already incurred at the time when you cancel the order.

– We will make the reimbursement within 14 days after the day we receive back any gas or goods supplied or, if earlier, 14 days after the day evidence is provided that the gas or goods have been returned

The reimbursement will be made using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

Refunds if you are a walk-in customer

This section applies only to customers who are individuals acting wholly or mainly outside the course of a trade, business or profession. Your statutory rights are not affected by this policy.

If you cancel an order, we will not charge you, or where you have already paid we will reimburse you, for:

(a) subject to any deductions or exclusions below, the price you paid for the gas, goods and services (including any applicable surcharges);

(b) delivery/customer collection charges (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us) where you return all goods in that order. We will not refund delivery charges where only part of an order is delivered and subsequently returned to us; and

– We are unable to refund:

(a) any gas in cylinders where you have broken the valve seal (this is for health protection reasons);

(b) medical gases in cylinders with or without valve seals intact (this is for health protection reasons);

(d) goods that have been personalised; and

(e) any product that once it has been delivered deteriorates rapidly.

– We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. Unnecessary handling is that which goes beyond the sort of handling that might be allowed in a shop.

– If you cancel an order for a service after provision of that service has begun, we may deduct an amount proportional to the amount of the service that has been provided at the time when you cancel the order.

– We will make the reimbursement within 7 days after the day we receive back any gas or goods supplied or, if earlier, 7 days after the day evidence is provided that the gas or goods have been returned. If no gas, goods or services were supplied, 7 days after the day on which we are informed about your decision to cancel the contract. The reimbursement will be made using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.