What happens if I don’t hear back in 20 days after reporting an issue with a cylinder?

If you experience an issue with a cylinder, please contact us to let us know so we can arrange collection of the cylinder in question. We will then send the cylinder to our investigation branch to understand the problem.

If, for some reason the returning of the cylinder to an investigation branch and the subsequent investigation takes more than 20 days to conclude, we will automatically credit back any charges incurred in supplying the replacement. Once the investigation is complete you will receive a report advising whether a fault has been found. If no fault is found, the credit will stand as the investigation took longer than 20 days.