Refund Policy

Refunds and Exchanges Policy

Effective Date: 10/19/2026

Fayetteville Propane Co., Inc. is committed to providing dependable propane delivery, quality products, and courteous customer service. If you have a concern about a purchase, delivery, product, or service, please contact us so we can work toward a fair resolution.

1. Propane Deliveries and Fuel Sales

Because propane is a consumable fuel, charges for propane that has been delivered and accepted are generally nonrefundable. If you believe you were incorrectly charged, received an incorrect quantity, or experienced a delivery or billing error, please contact our office. We will investigate and make any appropriate correction, refund, or account adjustment.

2. Cancellations and Undelivered Orders

If you need to cancel an order, please contact us as soon as possible before the scheduled delivery. Orders that have not been delivered may be eligible for cancellation and a refund, provided the delivery has not already been completed and no applicable service or other charges have been incurred.

If Fayetteville Propane cancels an order or is unable to fulfill a prepaid order, we will provide an appropriate refund or account credit for the undelivered products or services.

3. Products, Parts, and Equipment

Products, parts, and equipment purchased from Fayetteville Propane may be eligible for an exchange or refund if they are defective, damaged, incorrect, or otherwise do not conform to the purchase agreement.

Eligible items must be returned with proof of purchase and, when appropriate, in their original packaging and condition. Certain products may be subject to manufacturer warranties or additional return requirements.

For safety reasons, propane cylinders, fuel containers, and related equipment must meet applicable safety requirements before being accepted for return or exchange.

4. Installation and Service Work

If you are dissatisfied with an installation or service performed by Fayetteville Propane, please contact our office so we can evaluate the concern and determine an appropriate resolution.

Refunds for completed installation or service work are evaluated on a case-by-case basis, taking into consideration the work performed, the terms of the original agreement, and any applicable warranty or legal requirements.

5. Refunds for Account Credits and Overpayments

If your account has an overpayment, duplicate payment, or other verified credit balance, please contact our office to request a refund. After verification, eligible refunds will be issued to the original payment method when practicable, or through another appropriate method when necessary or permitted by law.

Refunds of account balances following termination of service may require review of outstanding charges, account credits, and any applicable contractual terms.

6. Payment Card Refunds

Refunds for payments made by credit or debit card will generally be issued to the original card used for the transaction. Once processed, the time required for the refund to appear on your account depends on your financial institution and payment card provider.

If the original payment card is no longer available, please contact our office for assistance.

For recurring payments or automatic payments, any approved refund will be handled in accordance with the applicable account agreement and payment processing requirements.

7. Dual Pricing and Card Transactions

Fayetteville Propane may offer different prices depending on the payment method selected at the time of purchase. Any refund or adjustment will be calculated using the applicable transaction amount and the terms of the original purchase.

Refunds will not be used to impose a new or additional payment card fee. Any adjustment involving a payment card transaction will be handled in accordance with applicable law and payment card network requirements.

8. How to Request a Refund or Exchange

To request a refund, exchange, billing correction, or account adjustment, please contact Fayetteville Propane using the contact information below.

Please provide your name, account number if applicable, transaction or invoice details, the date of purchase or delivery, and a description of the issue. Additional information may be requested to help us investigate and resolve your request.

Fayetteville Propane Co., Inc.

• Fayetteville Office: 979-378-2213

• Brenham Office: 979-836-7044

• Website: www.fayetteville-propane.com

Our office team will review your request and work with you to determine an appropriate resolution.

9. Exceptions and Applicable Law

Nothing in this policy limits any rights or remedies available to customers under applicable law. Fayetteville Propane reserves the right to evaluate refund and exchange requests based on the circumstances of each transaction, applicable contractual terms, and legal requirements.