Frequently Asked Questions


Q: Where can I find out about your latest specials and get updates on the changing gas prices?
Q: I ordered gas on-line, but I’ve changed my mind, can I cancel the order?
Q: Why is the price on my invoice different to the advertised price on your Website?
Q: Do you deliver?
Q: Can you refill my cylinder?
Q: How does the cylinder Deposit work?
Q: I smell gas when using my appliance, what should I do?
Q: My gas fireplace only works for a few minutes then simply goes out. What could be the problem?
Q: Can I buy my gas on a 30-day account?
Q: What is the difference between LPG and Propane?
Q: I just moved here from Europe, can I use my gas appliances here?
Q: What are your normal opening hours??
Q: I just bought a gas stove, can I connect the gas hoses myself?


Q: Where can I find out about your latest specials and get updates on the changing gas prices?
A: Obviously our Website is a good start, but it’s much quicker and easier for us to update this kind of information on our Facebook page. Please visit our Facebook page and click the “Like” button to make sure you keep getting the latest updates in your news feed.

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Q: I ordered gas on-line, but I’ve changed my mind, can I cancel the order?
A: Yes you can. Gas orders will only be loaded for delivery once payment has been received, and you can cancel your order at any time prior to delivery. If however the order is only cancelled after our trucks have been sent out, you will still be liable for the R50 delivery charge, the cost of the gas will be refunded to you.

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Q: Why is the price on my invoice different to the advertised price on your Website?
A: We offer different prices to businesses and certain account customers. All pricing on the Website is intended as indicative pricing for residential customers ONLY and actual prices may vary slightly. We do everything in our power to ensure that the residential prices are correct, but due to the frequent price changes, as regulated by the industry, the indicated price may be slightly higher or lower than the actual price. The prices on the Website also do not include the R50 delivery charges per order.

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Q: Do you deliver?
A: We deliver in most locations in and around Cape Town. For residential customers there is a delivery charge of R50 per order. Please e-mail Warren to check our coverage in your area.

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Q: Can you refill my cylinder?
A: Eddlesgas is a registered Afrox reseller and refiller. This means we can refill any Afrox or privately owned cylinder, provided it meets certain safety standards. We can also swap your non-Afrox deposit cylinder for an Afrox deposit cylinder (no additional charge), but under no circumstances are we able to refill cylinders owned by BP, Total, Reatile, Kayagas or any other gas supplier that have deposit based cylinder allocations.

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Q: How does the cylinder deposit work?
A: If you do not own a gas cylinder, we can provide a suitable cylinder for your application on a Deposit basis. Afrox charges a fully refundable cylinder deposit of R 342 incl VAT. If the cylinder is no longer required, it can be returned to us and we will refund the deposit. Please note that the standard cylinder deposit applies to all 9kg, 14kg, 19kg and 48kg cylinders and is the same for all cylinder sizes.

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Q: I smell gas when using my appliance, what should i do?
A: Most importantly, don’t panic, it is perfectly normal for some gas appliances to emit a gas smell when the level in your gas cylinder becomes low. However, it could also be an indication of a leak or malfunction so to avoid any damage or injury always follow these steps:

1. Remove the source of the gas; tightly close off the valve on your gas cylinder and disconnect it from the regulator or gas hose. Check that the cylinder is properly closed and not leaking, then if possible move it outside to a safe area.

2. Remove all possible sources of ignition from the area where the gas can be smelled. Turn off all electrical appliances and lights if possible. Extinguish all flames (candles, fireplace etc.).

3. Try to ventilate the area by opening all the doors and windows.

4. Have your appliance or gas installation inspected by a qualified gas technician before trying to use it again.

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Q: My gas fireplace only works for a few minutes then simply goes out. What could be the problem?
A: This problem could be caused by 2 completely different scenarios.

It could be that the fireplace has a faulty thermocouple, causing the safety valve to cut off the gas supply to the unit. The thermocouple acts as a safety device, shutting off the flow of gas to the appliance in the event of the flame being blown out, or otherwise extinguished, thus preventing the room from simply being filled with gas.

Alternatively it may be the case that you are using an incorrect cylinder size for your appliance.
Gas fireplaces and some other gas appliances have fairly high consumption rates (higher than 1KG per hour). Gas cylinders store the LP gas in a liquid state, which means it has to vaporize before it can be used by the appliance, in this case the fireplace. The rate at which this vaporization occurs depends on a number of factors, but in its simplest form a 48KG cylinder has a much higher vaporization rate than a 9KG cylinder. There for if you use a 9KG cylinder on your fireplace, it will work for a short while as the fireplace burns the vapour already in the cylinder, however when that vapour runs out, the cylinder will only contain liquid gas and it can not vaporize the gas quickly enough to supply the fireplace. A pair of 19KG cylinders or a single 48KG cylinder would give you much higher vaporization rates and would be able to supply the fireplace much more reliably.

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Q: Can I buy my gas on a 30-day account?
A: We do offer account terms for our business customers, please contact Cyndi in accounts for full details on the application process.

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Q: What is the difference between LPG and Propane?
A: LPG is a mixture of mainly Propane and Butane and is a very easily captured by-product of the oil refining process. Propane is a more refined product and is slightly costlier to buy, however being more pure there are fewer emissions from burning Propane than normal LPG and it can also reach slightly higher temperatures. We have also had a hand-full of customers who suffered a slight reaction to LPG (burning eyes and/or throat) who said that after we switched them to Propane the symptoms disappeared. In most cases though, the added cost of Propane does not justify the advantages, unless you have a negative reaction to LPG or require the higher temperatures of Propane, LPG should suit most people’s needs.

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Q: I just moved here from Europe, can I use my gas appliances here?
A: Yes and no; Most appliances supplied in Europe use Natural gas, which does not have the same properties as the LPG, most commonly supplied in South Africa. Natural gas has a BTU rating of about 1000 BTU per cubic foot, where LPG is closer to 2500 BTU per cubic foot. To use your gas appliance it must first be converted to LPG by fitting a different regulator and smaller jets or burners. Failure to do so could cause your appliance to have too big a flame and generate too much heat, ultimately leading to malfunction, or damage of your appliance and potentially damage to property or serious injury. Please have your appliances converted to LPG by a reputable, qualified gas technician.

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Q:What are your normal opening hours?
A: Our 2 Branches have different opening hours, please see the table below:
Kirstenhof:
Mondays: 09:00 – 17:00
Tuesday – Friday: 09:00 – 17:00
Saturday: 09:00 – 14:00
Retreat
Mondays: 08:00 – 17:00
Tuesday – Friday: 08:00 – 18:00
Saturday: Saturday 08:00 – 14:00

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Q: I just bought a gas stove, can I connect the gas hoses myself?
A: All gas appliances intended for permanent installation MUST be installed by a qualified gas installer. This is not only to ensure your safety and that of your family, but also because most manufacturers will refuse to honour any warentee claims if the appliance was not connected by a qualified installer. Your home ensurance company also reserve the rights to refuse any claims against your policy if you do not have a valid Certificate Of Compliance (COC) for your gas installation, whether your claim is related to the gas installation or not! If you need your new appliance installed or if you would like us to arrange an inspection and COC of your existing installation, please contact our in-house gas technician, Mario

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