Return request window
Contact us within 14 calendar days after the carrier records delivery to request a return. A return is not authorized until our support team confirms eligibility and provides instructions. Packages sent without authorization may be refused.
Eligible returns
To be eligible, the cylinder and retail packaging must be unopened, unused, undamaged, and in resalable condition, with the original seal, labels, accessories, and proof of purchase intact. The return must comply with all carrier rules for pressurized products. Never mail or ship a cylinder through an unapproved service.
Items we cannot accept
- Opened, connected, discharged, partially used, refilled, altered, or tampered products.
- Products with a damaged valve, missing safety seal, or signs of misuse or improper storage.
- Products returned after the 14-day request period.
- Items identified as final sale before checkout, except where required by applicable law.
- Returns sent using a carrier or service that is not authorized to transport the product.
Damaged, leaking, incorrect, or missing items
Inspect the shipment promptly. Do not connect or use a cylinder that arrives damaged, leaking, unusually warm, corroded, or with a compromised valve. Move away from the product, keep it away from heat and ignition sources, and contact local emergency services if there is an immediate danger. For order support, email us within 48 hours of delivery with the order number, shipping label, packaging, and clear photographs. We will review the information and provide appropriate instructions.
Return shipping and inspection
Unless the return is caused by our shipping error or a verified defect, the customer is responsible for approved return transportation charges. Original shipping charges are not refundable. Returned products are inspected before a refund is approved. Products that do not match the authorized return condition may be rejected and handled as permitted by applicable rules.
Refund timing
Approved refunds are issued to the original payment method. We normally submit an approved refund within 5 business days after inspection. Your bank or card issuer may need additional time to post the credit. We do not issue cash refunds for card purchases.
Order cancellation
Contact us as soon as possible if you need to cancel. We will attempt to stop processing, but cancellation is not guaranteed after an order has entered fulfillment or been transferred to a carrier. If shipment cannot be stopped, the return terms above apply.
How to request help
Email info@ncgwhip.com with your order number, the item involved, the reason for the request, and supporting photographs when applicable. You may also use the contact page.