FAQ

How do I place an order ?

To order a product from Calor in Surrey either telephone 0208 949 5435 or follow the on-line ordering procedure.
Products, prices and payment methods are displayed on this website.
The price on the website at the time of the order is the price in force at that time. 
All prices include VAT. 
All prices for gas orders, appliances and restaurant charcoal includes free delivery. Please check we can deliver to your post code.  We deliver to Surrey and South West London including post codes KT TW SM SW SE WC and W.  We can also deliver to parts of CR UB GU RH postcodes.

When ordering online, the payment method will be dependent on the product ordered and the delivery address.

Orders may be placed by Internet, Telephone, Fax or Post :

Internet address:   www.calorinsurrey.co.uk

Email :                 sales@calorinsurrey.co.uk

Telephone:            0208 949 5435 (8am - 5pm, Mon-Sat - Sunday 10am to 2pm)

Fax:                     0208 336 1418

Post:                   Calor in Surrey, 180-186 Kingston Road, New Malden, Surrey. KT3 3RD

Shop opening times Winter October-March Summer March-September
Monday-Friday 8am - 5pm 8am - 5pm
Saturday 8.30am - 5.30pm 8.30am - 5.30pm
Sunday 10am - 2pm 10am - 4pm

How do I pay for goods ?

We accept payment by cash, credit/debit card or cheque.
Debit/Credit cards: We accept Visa, MasterCard, Switch/Maestro, Solo, American Express and Electron.
Cheques must be made payable to Tam Leisure (New Malden) Ltd.

How are my goods delivered ?
Method of delivery is dependent on the products ordered and your location in the UK.
1) Delivery in Surrey and South West London of Calor Gas cylinders and appliances are made using our own specialist fleet vehicles. You will be notified on what day your order will arrive. Deliveries are next day or normally within 2 working days.
2) For product deliveries to the rest of the country we use a courier who normally deliver within 2 working days, leaving a card if no one is in. They will require a signature on delivery unless instructed otherwise. It is therefore important to provide us with a manned address for delivery or specific instructions of where items should be left if no one is there. If Calor in Surrey are asked to leave the goods in a designated place and no signature is gained, Calor in Surrey is not liable for any products that are lost or stolen after this point. 

If for any reason an item is out of stock or unavailable, we will notify you by phone or email, and give an estimate of the time delay. If you wish to cancel the order as a result you must tell us within 24 hours of us contacting you.
Should your order be returned to us undelivered, we reserve the right to charge a redelivery fee for sending the goods out a second time.

 

Delivery and Packing Charges

Non gas products such as coal, logs, kindling, regulators and accessories have a delivery charge of £5.95 if the order total is less than £40.00. Shipping is free for gas orders and appliances that are delivered within our local area. Please note that gas and appliance deliveries are only available to our local area due to the specialised vehicles used.
All Calor gas orders include the price of delivery to Surrey and South West London.
If you would like to make special arrangements for delivery please contact us on 0208 949 5435.
We do our best to deliver the goods to the correct address, however we cannot be held responsible for incorrect or incomplete information supplied by the customer. If goods are delayed due to this information being incorrect or incomplete, we are unable to offer any refund. Always ensure you supply us with a correct, complete delivery address including postcode.

 

Calor Gas

Cylinder Hire Charge

If I don't have a Calor Gas cylinder do I need to pay a cylinder hire charge ?
Yes, you will need to pay a cylinder hire charge which covers the cost and maintenance of the Calor cylinder.

How much is the cylinder hire charge ?
For most cylinders it is £39.99                                                                                                     19kg, 47kg, 12kg and 18kg cylinders are £59.99. 6kg lite cylinder is £44.99

If I return my Calor cylinder do I get the cylinder hire charge back ?
As long as you keep your receipt (proof of purchase) and are able to show the receipt to the driver on collection of the cylinder you will get a proportion of the cylinder hire charge back. The proportion refunded is based on the number of years you have had the cylinder. Please note that refunds are not returned by the drivers. The office will contact you within 2 working days to arrange your refund. Please see the table below.

Number of years since initial hire of cylinder. 1 2 3 4 5 6 7 + 7 yrs
Percentage of cylinder hire charge refunded 70% 60% 50% 45% 40% 35% 30% 25%

Note: Calor cylinders always remain the property of Calor Gas Ltd

Which Calor gas cylinder should I use for my Barbecue / Portable Heater?
Appliances should generally state which cylinders they are compatible with, but if you are unsure call us on 020 8949 5435

How can I monitor how much gas is left in a cylinder?
Calor's 5kg and 13kg Patio Gas cylinders are fitted with Calor's new Gas Trac - an indicator which tells you when you are running low on gas. For all other cylinders, the empty tare weight can be found on a metal disc on the shroud which gives the weight of the cylinder in pounds and ounces. To convert this to kilograms multiply this number by 0.45. Once you have the empty weight of the cylinder, you weigh the full cylinder on scales then take the empty tare cylinder weight off the total. This will give you how much gas you have left in the cylinder. If you find this calculation is difficult please telephone for advice.

What is the empty weight of cylinders?                                                                                  All bottles will vary depending on their size, etc. The weight written on the metal disc on the shroud is the weight of the empty cylinder.

 What are the dimensions of cylinders?

Cylinder Type/Size Height Diameter
Butane 4.5kg 340 mm 240 mm
Butane 6kg BBQ Gas 314 mm 306 mm
Butane 7kg 495 mm 256 mm
Butane 15kg 580 mm 318 mm
Propane 3.9kg 340 mm 240 mm
Propane 5kg Patio Gas 314 mm 306 mm
Propane 6kg 495 mm 256 mm
Propane 13kg Patio Gas 580 mm 315 mm
Propane 13kg 580 mm 315 mm
Propane 19kg 800 mm 315 mm
Propane 47kg 1290 mm

375mm


How full is a Calor Gas cylinder in a full condition, in percentage terms?
All cylinders are 80-87% full as space needs to be left for the expansion of liquid. The weight on the front of the cylinder is the total weight of gas in the bottle.

 

Disposal and Return

I have inherited unwanted empty Calor cylinders, and I would like to know how to dispose of them. Would you be able to arrange their removal ?
Yes, we are able to collect empty Calor cylinders. Please call us on 0208 949 5435 to find out when we are next in your area. There is no charge for the collection service.

I have an empty cylinder which I no longer need and do not have the cylinder receipt of purchase; does that mean that I am unable to claim any available refund ?
Unfortunately yes, as we cannot calculate how long you have been hiring the cylinder although we are happy to take the Calor cylinder back if you longer require it.

 

Other Information

I would like to exchange my cylinder for a different size, can I do this?
You can but only with certain cylinders please call for details.

I have purchased a Calor cylinder and want to know if I should have received a regulator with it, or do I have to buy one separately?
Regulators are usually supplied with the appliance. Should you require a regulator you can purchase one from our website.

Do cylinders come delivered to me sealed? How are they sealed ?
Yes, there is a plastic dust cap on the valve.

Taking cylinders abroad/availability of Calor abroad?
You can take standard Calor cylinders abroad but you will not be able to purchase them outside the UK. Campingaz cylinders are available abroad.