At Calor, we are fully committed to maintaining the fuel supply to our customers during these uncertain times. We are working tirelessly to ensure that we are delivering gas safely and doing our part to help reduce the transmission of COVID-19. The health and safety of our customers and our people are paramount, while we strive to run our operations as normally as possible. Read our full statement.

Order issues

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 advise that you have fourteen days to cancel an order; starting the day after you receive the order.

We’ll need written confirmation of the cancellation; so you’ll need to get in touch using stating that you wish to cancel your order under the Consumer Contracts Regulations 2013.

The items that you return must be in their original condition, and will be inspected upon receipt.  We try hard to accept all returns, but it is your responsibility to ensure that items are packaged in its original packaging with all components of the item; and well enough that they will not be damaged on the way back to us. In the unlikely event that an item is in unsuitable condition, we may have to send it back to you - in this case, we will not refund you. 

We may have sent your order in separate parcels, so please check your emails to see if your items are being delivered in different parcels. Each delivery note will tell you the items that you can expect to find inside - please check them carefully to be sure that nothing is missing.

If there is an item missing, please contact us using or on 0800 181 4512; with your order number available. We will resolve the issue for you as quickly as possible. 

We want to sort out any issues with faulty items straight away, so as soon as you discover a fault, please contact us using or 0800 181 4512. We’ll get back to you as quickly as we can. If you notice a fault immediately and before you have accepted it from the delivery driver,  it is best that you refuse the delivery and contact us as soon as possible so we can help straight away.
We want to sort out any issues with incorrect items straight away, so as soon as you discover it is incorrect, please contact us using or 0800 181 4512. We’ll get back to you as quickly as we can.
We’re really quick at allocating orders, which means we can’t make any changes once you’ve placed it. However, you can return any unwanted items for a refund so long as it’s within 30 days of receipt of the item- for more information on our returns policy; please click here.
Our online shop prices change in response to external markets, availability, promotions and demand from customers. In this case, we are not able to refund the difference.

We’re sorry to hear that you’re having trouble with our website. We’d recommend that you try the following;

  • Close and reopen your browser. This forces a refresh which could fix the image.
  • Delete your cookies. A cookie is a small file we store on your computer to let us know who you are the next time you visit us. Please note that if you have items in your bag, deleting your cookies could wipe this history.
  • Check that you are using the latest version of your operating system and browser.
We'd recommend adding Calor to your safe senders list; and being sure to move any emails from your "Spam" or "Promotions" folder to your "Inbox". This will ensure that you have the best chance of receiving our emails.