NWT Direct Terms & Conditions

This page (together with any documents referred to within it) tells you the terms and conditions on which we supply any of the products/services listed on our website www.nwtdirect.co.uk to you. Please read these terms and conditions carefully before ordering any Products from our site. You should understand that by ordering any of our Products, you agree to be bound by these terms and conditions.

**You should print a copy of these terms and conditions for future reference**

Your Personal Details:

NWT Direct (Conwy) Ltd  has a "privacy statement" for all clients. 

All personal details that you provide during the order process are securely stored. We do not supply or sell customers details to any outside organisation. 

We will endeavour to take all reasonable care, in so far as it is possible to do so, to keep all details of your order and payment secure, but, in the absence of negligence on our part we cannot be held liable for any loss which you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering.

Use of this Site:

By accessing and using any part of this site, the visitor/consumer ("you") agrees with NWT Direct (Conwy) Ltd  ("We") to be bound by these terms. If you do not accept these terms, you may not use this site or access or display any of the information made available to you at this site. 

These terms for the sales of goods governs any contract for sale that NWT Direct (Conwy) Ltd  enters into with you. Your statutory rights are not affected. 

To be eligible to purchase products on our website and lawfully enter into and form contracts on the website under English law you must : 

* Be over the age of 18 years 
* Register by providing your real name, phone number, email address, payment details and other requested information. 
* Stipulate a delivery address in the United Kingdom unless otherwise agreed with our sales team. Please note that PO box numbers are not accepted.  
* Possess a valid credit or debit card. 
* If further information is required about how you can pay for the goods you can contact us directly via phone or email.

Product Images:

Images on our website do not show the actual size of items. All sizes and measurements are approximate but we do try to make sure they are as accurate as possible. On the rare occasion that there is an error, we will advise you about it as soon as possible. 

Sometimes our product specifications may change slightly, in which case we will do our best to offer you a substitute of the same or better quality product at the same price.


Our price structure is shown on the website and before checkout is complete, you will be given the opportunity to check prices and delivery before confirming the order. 

All prices are inclusive of VAT which are charged at the current rate. 

Whilst we make every effort to ensure our prices are correct, there may be occasions when we discover that a product has been miss-priced. In such instances the product will be removed from sale and the price corrected. In such circumstances, we would not be able to honour the incorrect price. 

NWT Direct (Conwy) Ltd reserve the right to change any advertised prices at any time. 

Description of Goods or Services:

The goods are described on the individual product pages. From time to time the design might be altered slightly and although we take every care to ensure that the product image displayed on the website is correct, there might be slight variations to the end product compared to the site image. 

If further information is required for your buying decision, please contact our sales team, who will be happy to give you a full technical specification. 

Manufacturer guarantees are offered for the quality of manufacture and the materials used to manufacture the goods. 

The guarantee only covers use for which the product was designed. All guarantees are the responsibility of the manufacturer. 

Placing an Order:

When an order has been placed using the online shopping facility you will receive an email confirmation automatically. This will confirm that the order has been received and is about to be processed. 

If for any reason the transaction cannot be completed you will be advised at the earliest opportunity. At this stage you will have the right to change or cancel your order. Any payments made or due will be adjusted or refunded as the circumstances dictate. Your order will not be confirmed and there will be no contract between us. 

Once price and availability has been checked your order will be dispatched following confirmation by email or telephone. This will constitute that a contract has been made between us. 

Out of Stock Items:

In the event that the product you requested is out of stock, you will be contacted by email or telephone. You will have the option to proceed in one of the following ways:

- Offered an alternative product.
- Informed of the restock date and await delivery.
- Cancel the order for a full refund.

Until we receive confirmation of your decision, your order will be placed on hold. 

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 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 (Conwy) Ltd  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 (info@nwtdirect.co.uk) 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 damaged item to happen at the same time.

Please email photographs and any supporting documentation or information to info@nwtdirect.co.uk.

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 (Conwy) Ltd  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 tradesmans 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 (info@nwtdirect.co.uk) 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
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
  • Beha
  • 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.

Supply of Goods:

NWT Direct (Conwy) Ltd  reserves the right to refuse the supply of goods at its discretion. 

Use of Our Site:

To the fullest extent permitted at law, NWT Direct (Conwy) Ltd  is providing this site and its contents on an "as is" basis and makes no (and expressly disclaims all) representations or warranties of any kind, express or implied, with respect to this website or the information, content, prices, materials, or products included in this site including, without limitation, warranties of merchantability, satisfactory quality and fitness for a particular purpose. 

Except as specifically stated on this site, to the fullest extent permitted at law, neither NWT Direct (Conwy) Ltd , nor any of its affiliates, directors, employees or other representatives will be liable for damages arising out of or in connection with the use of it or the information, content, materials or products included on it. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss or damage to property and claims of third parties. For the avoidance of doubt, NWT Direct (Conwy) Ltd  does not limit its liability for death or personal injury to the extent only that it arises as a result of negligence of NWT Direct (Conwy) Ltd , its affiliates, directors, employees or other representatives. 

Governing Law and Jurisdiction:

This contract is subject to the law of England. All disputes arising out of this contract shall be subject to the exclusive jurisdiction of the courts of England. Those who access the site from other locations are responsible for compliance with their local laws and taxes as applicable. 

Any disputes not resolved by normal complaints procedure will be resolved exclusively in the courts of England under English Law. 


If any provision of these terms and conditions shall be unlawful, void or for any reason unenforceable then the provision shall be excluded and shall not affect the validity and enforceability of the remaining terms and conditions.


NWT Direct (Conwy) Ltd  does not accept any liability for any website not under our control, which may act as a portal to our site or be connected by a link with our site or that we connect by a link to. 


These terms and conditions are subject to change at any time without prior notice to you.