Orders are not open yet, so there is nothing to refund today — we have taken no payments and no reservations. This policy is published in advance and applies in full from the day orders open.
The short version
- We refund to the same card or account you paid from. Not cash, not store credit, not a different card.
- We charge no restocking fee, no handling fee and no administration fee, ever, on any refund.
- Once a refund is agreed we release it within 5 business days, and always within the 30 days the law allows. Your bank then takes a further 3 to 10 business days to show it.
- If the sensor was faulty, unsafe, misdescribed or never arrived, we pay the return courier too.
When you get a refund
There are six routes to a refund, and they are not the same. Each is set out below.
- You cancel before we dispatch. Full refund of everything you paid, including the R89 delivery charge. Nothing is deducted.
- You cancel within 7 business days of delivery — your cooling-off right under section 44 of the Electronic Communications and Transactions Act. Full refund of everything you paid, including the R89 delivery charge. You pay only what it costs to send the sensor back to us.
- You change your mind within 30 days of delivery — our own goodwill window, on top of the law. Refund of the price of the sensor. You pay the return courier, and we keep the original R89 delivery charge because that service was already delivered.
- The sensor is faulty, unsafe or not of good quality, within 6 months of delivery — section 56 of the Consumer Protection Act. You choose a repair, a replacement or a full refund; the choice is yours and not ours. A refund here is the full amount you paid, including delivery, and we arrange and pay for the collection.
- You had no chance to examine the sensor before it arrived and it is not what you were entitled to expect, or we sent the wrong thing — section 20 of the Consumer Protection Act, within 10 business days of delivery. Full refund including delivery, and we pay to collect it.
- We cannot supply you. If we take your order and then cannot fulfil it, we tell you as soon as we know and refund you in full within 30 days of telling you. We will not substitute a different product, and we will not hold your money against a future delivery unless you ask us to.
Where two routes overlap, you get whichever is better for you. Our 30-day window and our 2-year warranty are promises we add; they do not replace, shorten or add conditions to anything the law gives you.
How to ask for a refund
Email support@lpg.africa with your order number (it looks like LS-12345) and a line on what has gone wrong. You do not need a reason if you are cancelling within the cooling-off period. We reply within 2 business days with a return address and, where we are paying for the collection, an Aramex waybill. A real person reads every email.
How much you get back
The amount is set out route by route above. Two things we want to be explicit about, because they are where most shops quietly claw money back:
- We never charge a restocking, handling or administration fee. Not on an unopened return, not on an opened one, not on a cancellation. If you return the sensor unopened we refund in full and charge nothing. If you opened the box, fitted the sensor and decided against it, we still charge nothing — you cannot judge a gas gauge without trying it.
- We only ever deduct anything if the sensor comes back damaged, incomplete or unfit to sell again, and only where the damage is not simply the result of you examining it. If that happens we tell you the amount and how we worked it out before we process the refund, so you can query it. We never deduct anything on a cooling-off cancellation or on a faulty sensor — the law does not allow it and we would not want to.
How long it takes
- Cancellation before dispatch: we release the refund within 5 business days of your email.
- Cooling-off cancellation: the law gives us 30 days from the date you cancel — not from the date the sensor reaches us. We aim for 5 business days from receiving it back.
- Faulty or misdescribed: 5 business days from the sensor reaching us, or from us agreeing the refund, whichever is sooner.
- Then your bank. Once we release a refund it is out of our hands. Card refunds usually take a further 3 to 10 business daysto appear on a statement. If it has been longer than that, tell us and we will send you the provider’s refund reference to give your bank.
How the money reaches you
Refunds go back to the original payment method. If you paid by card, the refund goes to that card — card scheme rules do not permit us to refund a card payment in cash or to a different card, and refunding elsewhere would break the audit trail that protects you if the payment is ever disputed. If that card has since been cancelled or replaced, tell us and we will work it out with you and our payment provider.
We do not offer store credit or vouchers in place of a refund. If you would rather have a replacement than your money back, say so in your email and we will arrange it — but that is your choice to make, never ours to impose.
Partial refunds
If you bought more than one sensor and want to return some of them, we refund the ones you send back. Because delivery is a flat R89 per order rather than per sensor, the delivery charge is refunded only where you are cancelling the whole order or where the return is our fault.
If we get it wrong
If a refund is late, short or has not arrived, email support@lpg.africa and we will fix it. If we still have not put it right, you can refer the matter free of charge to the Consumer Goods and Services Ombud: 0860 000 272, complaints@cgso.org.za, www.cgso.org.za. Our complaints page sets out the full escalation path.
Related policies
- Cancellation policy — how to cancel, before and after dispatch.
- Returns & warranty — your return rights and the 2-year warranty.
- Delivery policy — what happens if a parcel goes missing.
- Terms of sale — the terms this policy forms part of.