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Why are you charging me for a replacement cylinder when there is something wrong with my existing 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.

A charge will be applied pending the full investigation of the cylinder. Once the investigation is complete and any cylinder related fault is identified, we will automatically credit back any charges incurred in supplying the replacement. This process will take less than 20 days. In most instances, the replacement costs and the credit will occur within the same invoice period and no charge will be seen.