CONDITIONS OF SALE (“CONDITIONS”) is a site operated by BWT UK Limited (“we” or the “Company”). We are registered in England and Wales under company number 01386074, with registered office address and main trading address at BWT House, Coronation Road, Cressex Business Park, High Wycombe, Buckinghamshire, HP12 3SU. Our VAT number is 208758443.

To contact us, please email our Customer Services Team at [email protected] or phone us on 01494 838100.

By placing an order, you confirm that you accept these Conditions. We recommend that you print a copy of these Conditions for future reference.

You can find everything you need to know about us and our products on our website at before you order. We also confirm the key information to you in writing after you order, by email to the email or other address provided by you.

Orders and Acknowledgements
Order Confirmation: We use the email address provided to contact you to confirm we've received your order. If you do not receive a confirmation, please get in touch.

Order Rejection: Sometimes we reject orders, for example, because a product is unexpectedly out of stock or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

Charges: We will usually charge you when you place your order for Goods, unless otherwise indicated.

Rental Payments: Where indicated on the webshop, you may be able to rent the Goods instead of purchasing them. Where this is applicable, rental payments are due monthly in advance, with the first payment taken at the date of the order. There is no minimum rental term, so if you wish to cancel the contract, you can do so by contacting our Customer Service Team on [email protected] or phone us on 01494 838100 giving one month's notice. We will notify you of any balance to pay or refund due to you.

We will contact you to arrange for a date when we can come and install the Goods. You may cancel your order and installation at any time prior to the expiry of 14 days from delivery of the Goods, but if you confirm in writing that you would like us to commence installation within this period, we may charge you for the cost of installation if you then change your mind. Please see below under “If you are a consumer and bought online or over the telephone, you have a legal right to change your mind” for more information.

We will use the payment card used to place the order for your monthly rental payments or such other payment card as you may notify to us at any time. Alternatively, we may contact you in order to set up a Direct Debit.

Late Payments and VAT
Interest on Late Payments: If we're unable to collect any payment you owe us, we charge interest on the overdue amount at the rate of 3% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

VAT Adjustments: If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

Delivery and Delays
Delays Outside Our Control: If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and will do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team on [email protected] or 01494 838100 to end the contract and receive a refund for any products you have paid for in advance, but not received.

Product Description
Product Variations: A product's true colour may not exactly match that shown or its packaging may be slightly different. All sizes, weights, capacities, dimensions, and measurements indicated on our website or in our brochures are stated in good faith as being approximately correct and we don’t accept liability for any deviations from them.

Consumer Rights
Legal Right to Change Your Mind: For most of our products bought online or over the telephone, including rental products and associated installation services, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

Deadline for Changing Your Mind:

If you change your mind about goods, you must let us know no later than 14 days after the day we deliver your product. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
If the goods are for regular delivery (for example, a subscription or rental), you can only change your mind after the first delivery.
In the case of rentals, you can change your mind at any time by giving us 1 month's notice.
Installation Commencement: If you want us to commence installation of the goods prior to expiry of the 14 days, you will still have the right to cancel the order for the goods within the period of 14 days from delivery. However, if installation has already commenced, you will be liable to pay our standard installation fee.

How to Let Us Know: To let us know you want to change your mind, contact our Customer Service Team by email at [email protected] or by phone on 01494 838100. You will then be given a returns reference.

Return Costs: You have to return the product at your own cost but please notify us first that you have changed your mind before returning it. If your product is goods, you have to return it to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can send the product back to us, using an established delivery service to BWT UK Limited, Daimler Drive, Cowpen Lane Industrial Estate, Billingham TS23 4JD. If you do this, you should include the returns reference with the goods and keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for goods which can't be posted, please contact our Customer Service Team.

Refunds: We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.

Refund Reductions: We reduce your refund if you have used or damaged a product or to the extent another charge (such as installation fees) is outstanding from you. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new," price tags have been removed, the packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

Refund Timing: If your product is goods that haven't been delivered or that we're collecting from you, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

Ongoing Contracts
Ending an Ongoing Contract: We tell you when and how you can end an ongoing contract with us (for example, a subscription to goods or for rental products) during the order process and we confirm this information to you by email after we've accepted your order. If you have any questions, please contact our Customer Service Team on [email protected] or by phone on 01494 838100.

Product Issues
Product Problems: If you think there is something wrong with your product, you must contact our Customer Service Team on [email protected] or by phone on 01494 838100. We honour our legal duty to provide you with products that are as described to you on our website and brochures and that meet all the requirements imposed by law. See our summary of our guarantee below. This does not affect your legal rights. For detailed information on your legal rights, please visit the Citizens Advice website

Damaged or Lost in Transit: Where we have arranged delivery transport, we will repair or replace Goods damaged or lost in transit to the place of delivery provided that you notify us, within 48 hours of such damage or loss by emailing us on [[email protected]]

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