Home Heating Oil Returns, Cancellations and Refunds

This policy applies to bulk home heating oil ordered by consumers from Patterson Oil, the trading name of G P Marketing Ltd. It covers oil delivered into a domestic storage tank. Separate terms may apply to business purchases and packaged products.

Your statutory consumer rights are not affected by this policy.

CONTACT US

To cancel an order or report a problem, call 0333 0095 141 or email info@pattersonoil.co.uk. Our office hours are Monday to Friday, 8am–5pm. Please give your order reference, delivery address and a short description of your request. You do not need to use a particular form.

CANCELLING BEFORE DELIVERY

Please contact us as soon as you decide to cancel. We offer cancellation without a fee before your order is dispatched. We will confirm that the order has been stopped and arrange a refund of the amount paid for it.

If the tanker has already been dispatched, contact us immediately so we can establish whether delivery can still be stopped. We will explain the position and any proposed charge before asking you to agree. Where you exercise a statutory cancellation right, we will not impose a cancellation penalty or deduct charges that the law does not permit.

Once fuel is being discharged, do not attempt to disconnect equipment or stop the delivery yourself. Speak to the driver and contact our office.

CHANGING YOUR MIND AFTER DELIVERY

Bulk heating oil normally mixes with fuel already in your tank. Where it has become inseparably mixed with other items after delivery, the statutory distance-selling right to cancel for a change of mind ends. We do not offer an additional change-of-mind return or exchange service for fuel in that situation.

We do not treat every delivered order as automatically exempt. Where a statutory cancellation right remains available, you may tell us that you wish to cancel within 14 days after receiving the goods. We will explain the safe collection or return arrangements. You then have a further 14 days to return the goods or make the agreed return arrangements. We will only require you to pay a return cost where this is legally permitted and the required information was provided before you ordered.

These cancellation exceptions do not remove your rights if the fuel is faulty, wrong or not as described.

FAULTY FUEL, WRONG FUEL OR DELIVERY PROBLEMS

If you believe we have supplied the wrong fuel, fuel that is not as described, or fuel with a quality problem, contact us promptly. If safe to do so, stop using the affected fuel while we arrange assessment. Do not drain your tank, transfer fuel into containers or send fuel through the post. We will arrange any necessary inspection, sampling or safe collection with you.

We will provide the remedy required by consumer law, which may include replacement, a price reduction or a refund. We will bear reasonable collection and return costs where we are legally responsible for the problem. We do not charge a restocking or refund fee for a statutory remedy.

Please report an apparent delivery problem as soon as you notice it. Reporting promptly helps us investigate, but it does not replace or shorten your statutory rights. A fault discovered later is not automatically excluded because it was not reported by the next working day.

REFUNDS

For an order we cancel before dispatch, we aim to refund promptly and within 14 days of confirming cancellation. For statutory rejection of faulty or non-conforming fuel, we will refund without undue delay and within 14 days of agreeing that you are entitled to it. Different statutory timing rules apply to change-of-mind cancellations; where applicable we may wait for returned goods or evidence of their return.

Refunds use the original payment method unless you expressly agree otherwise. We will not require you to accept account credit in place of a statutory refund. Any delivery-cost refund will follow the applicable legal rules, including repayment of standard delivery where required.

If an issue remains unresolved, contact our office and ask for your complaint to be reviewed. Nothing in this policy prevents you from pursuing the remedies available to you under consumer law.