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 or our stocked products. The following exclusion apply and the delivery lead times should be advised at checkout:

A high percentage of our range is FREE UK mainland delivery! If your order is subject to a delivery charge this will be shown at checkout prior to payment.

Delivery Timescales:

Cast Iron Radiators (All) - Approximately 5-7 Days (Metallic Painted) 10 - 14 Days (F&B Painted)

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 3-5 Days

AEON & Ultraheat - Approximately 2-3 Days

Carisa Radiators - Approximately 2-3 Days

Bathroom Furniture - Approximately 2-3 Days

LED Mirrors - Approximately 2-3 Days

Sanitaryware - Approximately 2-3 Days

Shower Enclosures, Screens & Trays - Approximately 2-3 Days

Baths (Standard) - Approximately 2-3 Days
Baths (Whirlpool & Airpool Upgrades) - Approximately 7-10 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)
  • Northern Ireland
  • Isle of Wight
  • Isle of Man
  • Isle of Scilly
  • Channel Islands
  • Scottish Isles
  • Jersey
  • Guernsey

*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.

International Shipping:

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.


Returns & Cancellations:

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 you sign the courier’s paperwork to say it has been received in good condition any insurance claims for damage in transit maybe void. 

In the unlikely event that your product(s) arrive damaged we would firstly like to apologise for any inconvenience caused. Following you signing for the goods as "UNCHECKED" OR "DAMAGED" and you are within the 14 days from receipt of your order then please complete the online Return Request.

On receipt of the return request being completed, NWT will then contact via email requesting supporting images/videos evidence relating to the reported damage and the procedure to have the product collected for return to NWT.

On receipt of the item being returned to NWT we will action a replacement OR refund as originally requested.

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, please complete the online Return Request. Please fill out all the information required with as much detail as possible and select if a replacement or refund is preferred.

On receipt of the return request being completed, NWT will then contact via email requesting supporting images/videos evidence relating to the reported fault. If the fault and product are not clearly visible from the evidence provided then we may require the items returned for further inspection in person.

On confirmation of the fault being passed by returns, we will then arrange a free of charge replacement OR a full refund to be issued depending on your chosen return request option. Refunds will be issued via your original payment method. We have 30 days to reimburse your funds but in most cases we can refund within 48/72 hours back through your chosen payment method. 

PLEASE NOTE: Our product guarantee only covers the replacement of the physical product. Under no circumstances do we cover tradeperson fees in relation to any installation work. We are a supply only company and do not offer a supply and install service.

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 and complete the online Return Request. 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 made restocking 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 made restocking 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 25custom made restocking charge against your order total.

  • Aeon
  • Carisa
  • Celsi
  • Consort Claudgen
  • Dimplex
  • Heat Outdoors
  • Hudson Reed
  • Kudox
  • Nuie
  • Frontline
  • Ultraheat

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 25custom made restocking charge against your order total.

  • Electric Pre-Filled Towel Rails
  • Electric Pre-Filled Radiators
  • 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.