NWT Direct Terms & Conditions of Delivery and Returns
Delivery Timescales and Locations:
All of our products are packed to the highest standards for both domestic and international shipping.
We provide Next Working Day Delivery on orders placed before 2pm on the majority of our stocked products, unless otherwise stated. The following exclusion apply:
Cast Iron Radiators (All) - Approximately 5-7 Days
Vulcan Range (White) - Approximately 2-3 Days Trojan Range (White) - Approximately 2-3 Days Korona Range (White) - Approximately 2-3 Days
Kudox Radiator & Towel Rail Range - Approximately 1-3 Days
Vulcan Range (Other Colours) 7-10 Days Trojan Range (Other Colours) 7-10 Days Korona Range (Other Colours) 7-10 Days
Bathroom Furniture - Approximately 2-3 Days
Baths (Standard) - Approximately 2-3 Days Baths (Whirlpool & Airpool Upgrades) - Approximately 7-10 Days
Bath & Shower Screens - Approximately 2-3 Days
UK Mainland Shipping:
The quoted UK postage rates are for UK mainland only, excluding the following areas:
Scottish Highlands and Islands (Postcodes: AB, DD, FK, IV, KW, PA, PH)
Isle of Wight
Isle of Man
Isle of Scilly
*If you live in the above areas, please feel free to contact us and we will send you our best quotation for shipping which is based on volumetric weight of your order.
We are more than happy to delivery internationally. Please contact us using the International Shipping Quote form for a quotation. We will try and get the best prices possible for shipping.
1. Returns due to Courier Damage:
PLEASE NOTE: It is your responsibility as the buyer to check the condition of the goods upon delivery before signing for them.
All goods must be signed for by an adult aged 18 years or over on delivery.
The courier is obliged to wait whilst the goods are inspected. If the courier will not wait, please accept and sign as "UNCHECKED" OR "DAMAGED". If the packaging appears damaged please state this on the delivery documentation. This will help us to make a claim on your behalf from the courier should the item / items require replacing. If you sign the courier’s paperwork to say it has been received in good condition any insurance claims for damage in transit will be void.
In the unlikely event that your products arrive damaged we would firstly like to apologise for any inconvenience caused. Following you signing for the goods and unchecked or damaged you must notify NWT Direct within 48 hours of delivery to avoid additional charges. This is clearly stated on the label supplied with every product.
In the first instance you should contact us via email (email@example.com) OR telephone (01492 573738) within the 48 hour period to notify us of your delivery issue. We will then need to see photographic evidence of both the damage to the product and any corresponding damage to the packaging (we appreciate that this may not always directly correspond) This will allow us to start the process with the couriers to arrange a replacement to be sent and collection of the faulty item to happen at the same time.
NOTE: If photographs are unable to be provided you will have to arrange for the damaged item to be returned to our warehouse for inspection. You must then give NWT Direct the opportunity to inspect the goods within a reasonable time following return.
If these provisions are not complied with, the goods will conclusively be presumed to be free from defect or damage and you shall be deemed to have accepted the goods in perfect condition.
2. Returns due to Product Fault (Within Guarantee):
In the unlikely event that your product is received faulty or has developed a fault, we would firstly like to apologise for any inconvenience this may have caused. In the first instance you must email us full details of your order and the nature of the fault, together with photographic evidence (if visible) and your contact details. The product must then be returned to NWT by the customer and on receipt and confirmation of the fault by our technical director we will issue a free of charge replacement and delivery OR if no replacement is required a full refund will be issued. Refunds will be issued via your original payment method.
PLEASE NOTE: Our product guarantee specifically only covers the replacement of the physical product and the carriage cost to deliver the replacement. Under no circumstances do we cover tradesman's fees for any additional work. '
If the original notification of the product fault falls outside of the product guarantee then no replacement or refund will be available. The product guarantee starts from the date of purchase.
3. Returns due to Cancellation of Order (Change of Mind)
Under the Consumer Rights Act 2015 you have a right to cancel your order for any item purchased through this sales platform within 14 days of receiving your goods. This entitles you to a full refund excluding the cost of delivery NWT have incurred to originally send your order. The refund will be issued providing you take reasonable care of the goods whilst they are in your possession and return the goods (unopened, unused and unfitted) and are in perfect condition for resale (This includes the packaging).
If you would like to return the goods you have received you need to notify us within the 14 days from the date you received the goods either via email (firstname.lastname@example.org) OR telephone (01492 573738). Under the consumer rights act you then have a further 14 days to arrange this return and the goods to be received back at NWT at the address below:
FAO: Returns NWT Direct (Conwy) Ltd Unit 5 Parc Caer Seion Conwy LL32 8FA
When organising the return goods for cancellation, if this cannot be done in person then please consider the courier which you use and the insurance that you choose to take out against the return delivery. If the goods arrive back at NWT damaged or missing parts the delivery will be refused by our warehouse and the product/s will be returned back to yourself. You will then have to start a claim with your chosen courier.
Once the goods are returned back to NWT and they have been signed of as OK for resale this can be passed over for a refund. We have 30 days to reimburse your funds but in most cases we can refund within 48/72 hours pack through your chosen payment method.
Exceptions of the right to cancel your order relate to products that have been custom made. By purchasing any of the products listed below you agree to the separate terms and conditions in place for these products.
3a. Return of Cast Iron Radiators:
We offer a 14 days returns notification period as per the Consumer Rights Act on our full range of cast iron radiators from date of delivery. You will be responsible for the return delivery of the product back to us in perfect re-sellable condition (as in point 3) but will be subject to a 50% custom maderestocking charge against your order total.
3b. Return of Whirlpool or Airpool Upgrade Baths:
We offer a 14 days returns notification period as per the Consumer Rights Act on our full range of Whirlpool & Airpool Upgrade Baths from date of delivery. You will be responsible for the return delivery of the product back to us in perfect re-sellable condition (as in point 3) but will be subject to a 50% custom maderestocking charge against your order total.
3c. Return of Branded Products:
We offer a 14 days returns notification period as per the Consumer Rights Act on our full range of all branded products as listed below from date of delivery. You will be responsible for the return delivery of the product back to us in perfect re-sellable condition (as in point 3) but will be subject to a 25% custom maderestocking charge against your order total.
Supplies 4 Heat
3d. Return of Custom Products:
We offer a 14 days returns notification period as per the Consumer Rights Act on our full range of all custom products as listed below from date of delivery. You will be responsible for the return delivery of the product back to us in perfect re-sellable condition (as in point 3) but will be subject to a 25% custom maderestocking charge against your order total.
Electric Pre-Filled Towel Rails
One Off Made to Order products
4. Notification of Missing Parts:
If any products or specific parts within your product are missing, we must be notified within 14 days of receipt of the order. PLEASE NOTE: Notification of missing parts over 14 days from the date you signed for the products will not be accepted.
NWT Direct, Unit 5 Parc Caer Seion, Conwy, LL328FA