Refund policy

Return and Refund Policy

At Antwerp Gas Depot BV, we do our best to assist our customers correctly and quickly. Because we offer both webshop products that can be shipped by post as well as gas cylinders and professional gas solutions, different rules apply depending on the type of product.

1. General

For all questions regarding returns and refunds, you can contact us via:

Antwerp Gas Depot BV
Melkerijstraat 65
2900 Schoten
Belgium
Phone: +32 3 324 33 76
Email: info@antwerpgasdepot.be
VAT: BE0461742170

Please always mention your name, order number or invoice number, the product concerned, and the reason for your request.

2. Right of Withdrawal for Consumers for Webshop Products

For consumers, the purchase of regular webshop products is in principle subject to a right of withdrawal of 14 calendar days from the day after receipt of the product.

This right of withdrawal applies to products that can be shipped by post, such as burners, grills, patio heaters, and other accessories, provided no legal exception applies.

To exercise the right of withdrawal, you must inform us within this period in an unambiguous manner that you wish to cancel the purchase.

After this notification, you must return the product without undue delay and no later than within 14 calendar days.

3. Conditions for Returning Webshop Products

Returned webshop products must:
- be unused, except insofar as necessary to establish the nature, characteristics, and functioning of the product
- be complete
- be returned in the original packaging where reasonably possible
- not be damaged due to incorrect use, improper assembly, or abnormal handling

If the product has suffered a loss in value because it was used beyond what is necessary to assess it, this loss in value may be charged.

4. Return Costs

The direct cost of returning regular webshop products is borne by the customer, except if:
- we delivered the wrong product
- the product was delivered damaged
- the product proves to be defective upon receipt

If a product, due to its nature, weight, or dimensions, cannot normally be returned by post, additional return costs may apply.

5. Refund

After receipt and inspection of the returned webshop products, we will refund the amount due using the same means of payment as that used for the original transaction, unless expressly agreed otherwise.

We may withhold reimbursement until we have received the goods back or until you have provided proof that you have returned the goods, whichever occurs first.

6. Exceptions to Return or Refund

Return or refund may be refused or limited for:
- used or damaged products
- products that have become unsafe or unsellable due to use or handling by the customer
- specially ordered or custom-supplied items
- products for which a legal exception to the right of withdrawal applies

7. Propane and Butane Gas Cylinders

Propane and butane cylinders are not subject to the standard return rules applicable to regular webshop products.

These products are subject to specific safety, transport, and industry-related conditions. Return, exchange, or any refund takes place exclusively according to the applicable system of the cylinder concerned.

For certain gas cylinders, a deposit system applies. In that case:
- any refund of the deposit is made solely according to the conditions of the relevant cylinder type
- a valid deposit receipt or other proof of purchase may be required
- no refund can be made without the required proof if the relevant system requires it

For some cylinders, no separate deposit receipt is required, but even then, return and any settlement take place solely according to the conditions applicable to the cylinder type concerned.

Gas contents that have already been delivered or used are not refunded.

8. Industrial, Medical, and Packaging Gas Cylinders

Separate conditions apply to industrial, medical, and packaging gas cylinders. These cylinders may fall under a rental, lease, or usage system of Messer or another supplier.

Return, collection, rental settlement, administrative costs, and any refund take place solely according to the conditions of the relevant supplier and/or the applicable contractual system.

9. Damaged, Defective, or Incorrectly Delivered Goods

If you receive an incorrect, damaged, or defective product, we ask that you inform us as soon as possible and preferably within 48 hours of receipt via info@antwerpgasdepot.be or by phone at +32 3 324 33 76.

If possible, please provide:
- your order number or invoice number
- a description of the problem
- clear photos of the product and packaging

We will then assess whether you are entitled to replacement, redelivery, repair, or refund.

10. Legal Warranty

For consumers, the legal warranty applies to ordinary consumer goods as provided under Belgian law.

This warranty does not affect the consumer’s statutory rights.

11. B2B

Different return, refund, warranty, and delivery conditions may apply to professional customers. Unless otherwise agreed in writing, the statutory right of withdrawal does not apply to companies or other non-consumers.

12. Contact

For all questions regarding returns, refunds, deposit cylinders, rental cylinders, or collection, you can contact us via:

Antwerp Gas Depot BV
Melkerijstraat 65
2900 Schoten
Belgium
Phone: +32 3 324 33 76
Email: info@antwerpgasdepot.be
VAT: BE0461742170