Tel: 01600 860 344
Fax: 01600 860 144

Terms and conditions

Please read these terms carefully, and print and keep a copy of them for your reference.

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern FWT Ltd’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘FWT Ltd’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is Little Penarth, Llanishen, Nr Chepstow, NP16 6QQ. Our company registration number is Company No 1337705 registered in England 2009. The term ‘you’ refers to the user or viewer of our website.

If you wish to contact us you can do so by the following means:


Telephone: 01600 860 344

The use of this website is subject to the following general terms of use, please see below for the terms and conditions associated with buying and recieving goods from us and our installation terms and conditions.

1. General use of website

1.1 The content of the pages of this website is for your general information and use only. It is subject to change without notice.

1.2 This website does not use cookies to monitor browsing preferences.

1.3 Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

1.4 Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

1.5 This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

1.6 All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.

1.7 Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.

1.8 From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

1.9 Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

2. Buying and recieving goods from us

2.1 Making a contract with us

2.1a When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order.

2.1b Once we have reviewed your order we will e-mail you again to confirm that we accept your order and that a contract has been made between us.

2.1c In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. You will not receive an e-mail confirming acceptance of your order, and there will be no contract between us.

2.1d Images of products on this website are for illustrative purposes only. Your goods may vary slightly from the image shown on the website and will not include any of the pictured accessories, unless stated in the specification of the goods. Whilst goods may be shown assembled they may require assembly by you.

2.1e We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the actual goods.

2. Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.

2.1g This contract is covered by English law.

2.1h By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.

2.2 How to place order

2.2a You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time. If you prefer to order by telephone you can do so by calling 01600 860 344.

2.2b Carriage charges will be shown prior to you placing your order.

2.2c You will be required to pay for the goods in full at the time of ordering, or if ordering via telephone the goods will need to be paid for before they are despatched.

2.2d We use secure payment facilities for online purchases. You can pay for your order by Visa, Mastercard, Delta/Connect or PayPal, if your order was placed via the telephone payment is accepted via cheque made payable to FWT Ltd or bank transfer using the following details:


Company: FWT Ltd

Account Number: 03677413

Sort Code: 30 96 00

Reference: Estimate reference


2.2e Promotional prices only apply during the period stated.

2.2f All prices quoted on our website are in UK pounds and include Value Added Tax at the current rate.

2.2g Once your order has been confirmed, changes may not be possible or may incur additional charges or delays.

2.2h Once your order is complete we will notify you of the dispatch date.

2.3 Delivery and carriage charges

2.3a Goods will normally be dispatched from our warehouse within 14 working days and any estimated dispatch date is a an estimate, which can change without notice.

2.3b We will normally deliver goods within 1-2 working days of dispatch.

2.3c Your order may arrive in more than one delivery.

2.3d We can deliver our goods anywhere in mainland Great Britain and Republic of Ireland, Highlands/Islands of Scotland. Unfortunately we do not deliver to the Channel Islands


2.3e We will deliver the goods to the premises you specify on your order. You must be at home to accept delivery of your order, which is normally between 9:00am and 6:00pm Monday-Friday.

2.3f We will not accept responsibility for loss or damage if you instruct the delivery company to leave the goods unattended.

2.3g Some of our products are relatively weighty items and you may be required to assist the driver in offloading your order.


2.3h Delivery charges are added to the purchased goods using the following guidelines.

  • Total goods value less than or equal to £100 = £8.50
  • Total goods value greater than £100 but less than or equal to £250 = £30
  • Total goods value greater than 250  = free of charge

Whilst the above pricing structure encompases most of the goods available from the website, FWT reserve the right to amend the delivery cost of any goods if the above pricing structure does not cover the actual delivery charge. If this is found to be the case you will be informed prior to the goods being shipped and give the option of either paying the difference or cancelling the order and recieveing a full refund.

2.4 Disposal of packing materials is your responsibility.

2.4a After two failed delivery attempts (or if you are not at home for an agreed delivery) the goods may be returned to the yard and we reserve the right to charge you an additional re-delivery charge.

2.4b If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery.

2.4c Please check the goods on delivery - any goods found to be missing or damaged should be notified to the delivery driver at the time of delivery or ourselves within seven working days.

2.4d If the goods are lost or damaged in transit, please let us know promptly.

2.4e Deliveries are made to a ground floor entrance only and on the condition that there is reasonable access for the safe and prompt delivery of the goods. You should tell us about any special delivery requirements or conditions when you place your order.

2.4f Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible, however, we can’t be responsible where this causes a delay or failure in delivering your goods.

2.4g Time is not the essence of the contract unless expressly stated otherwise.

2.4h Free delivery is available on orders where the goods cost more than £250 +VAT.

2.5 Cancellation and returns

2.5a This policy does not apply to goods ordered by businesses which are exempt from the Distance Selling Regulations, or the following goods which are exempt from the right to cancel.

Any items which have been personalized or modified to your specification

2.5b You can cancel your contract at any time up to 7 working days after the day of delivery. To do this, please e-mail, fax or write to us. We are unable to accept cancellations by phone.

2.5c You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.

2.5d If you cancel, you must return the goods within 14 days of cancellation, complete with the original packaging to us, at your own expense. You must ensure that the goods are packaged adequately to protect against damage.

2.5e You may properly examine the goods for 7 working days as you would do had you visited our shop, however you may not return any goods that have been installed unless they are faulty.

2.5f If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value or the total value of the goods before the damage or deterioration dependant on the condition.

2.5g We will refund all monies paid to us by you including any postage / carriage within 30 days, less any costs due under this contract.

2.5h Business customers, or customers exempt from the distance selling regulations may not cancel an order without our mutual agreement.

2.5i This cancellation policy does not affect your legal rights - for example, if goods are faulty or misdescribed.

2.6 Faulty goods /guarantee

2.6a If there is a problem with the goods, please notify us by email or in writing providing details of the problem. It is helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.

2.6b All goods are covered by a manufacturer’s warranty against faulty workmanship and materials, subject to the terms and conditions of that warranty.

2.6c The manufacturer’s warranty is provided in addition to the rights that the law says you have as a consumer and accordingly, your statutory rights are not affected.

2.6d If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked.

2.6e The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however, you will be required to cover our reasonable postage costs.

2.6f Equipment and good purchaced from us should be installed and maintained in accordance with the manufacturer recommendations and the relevant governing regulations, FWT Ltd cannot be responsible for poor installation and maintenance standards resulting in failure of the goods.

2.6g If an item is no longer available we will offer an alternative. However, our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.

2.6h Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.

2.6i We are unable to guarantee an exact colour match due to the nature of the product.

2.7 Liability

2.7a The products sold on this website have been designed to comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside the UK.

2.7b We do not accept liability for any consequential loss of profit or indirect losses. You should therefore not book installation of the goods until you have received them and inspected them.

2.8 Exclusion of liability

2.8a We take all reasonable steps to ensure that the information on this Website is correct. However, we do not guarantee the correctness or completeness of material on this Website. Neither we nor any other party (whether or not involved in producing, maintaining or delivering this Website), shall be liability or responsible for any kind of loss or damage that may result to you or a third party as a result of your or their use of our website. This exclusion shall include servicing or repair costs and, without limitation, any other direct, indirect or consequential loss.

General installation (Not including Web sales):- terms and conditions of work

All prices are subject to VAT at the standard rate.

Should additional work be required, beyond the scope of the contracted estimate that additional work will be charged at our standard hour rate of £50+VAT door to door plus parts charged.

The acceptance of the estimate includes the customers acknowledgement and agreement to the terms and conditions attached and which directly relate to all work undertaken by FWT and their appointed Sub Contractors or affiliated companies.

Cancellation rights: The client has the right to cancel the signed agreement for up to 7 days from date signed.


1) In the case of contracts to carry out work, except as expressly agreed, we will provide all labour, materials and equipment necessary for the execution of the work. In the case of materials supplied by the customer, every care will be taken in their use but no responsibility for their suitability is accepted. Should, any unsuitable materials supplied by the customer result in any time delays, or incur additional costs those additional costs will be the responsibility of the customer and FWT will have the right to recover those costs during or at the end of the contract period.

2) Contract Period is defined as the time from which the project estimated for starts and when that project is completed or is halted for any reason by FWT

3) Materials supplied by us are supplied subject to any conditions of sales attached thereto by the Manufacturer or supplier. On the completion of the works the customer accepts all responsibility or consequences for the proper maintenance and use of the equipment supplied during the warranty period in accordance with the manufacturers instructions. FWT cannot accept any liability for the misuse of the equipment.

4) Any variations to the work included in our quotation/estimate or any extra work ordered and authorised by the customer (if any) shall be added to the price set out in the original quotation/estimate, and will be due for payment at the time the work is incurred or at the end of the contract which ever preferred by FWT.

5) It is a condition of this estimate and subsequent agreement that you, as our client are totally responsible for locating, marking, protection and repair of all underground services in the installation area. FWT does not accept any liability or consequence from work undertaken in good faith without knowledge of what other services pipe wiring etc that could lie underground on the customer’s demise.

6) Allowance has been made for normal trenching conditions. Any hard digging or obstruction or consequence found that was not apparent at the time of the site visit which occurs during the contract period, resulting in additional time spent over that estimated will incur extra cost.

7) FWT or the company tendering the estimate of works to be undertaken, wish to make it absolutely clear that for a number of reasons, they can not provide any guarantees with regard to the water quality, potability, yield or life expectancy in relation to work where boreholes are drilled or springs trapped or other water sources that are provided to premises by the works undertaken.

8) FWT wish to advise all customers that they should contact their insurers/insurance brokers, prior to the commencement of any works to ensure their insurers are fully aware of what is being carried out on their property and to satisfy themselves that they are covered adequately for loss or damage arising out of and during the progress of the works. FWT accept no responsibility for damage to property (real or personal) arising out of, or in the course of, or by reason of, the carrying out of the works unless such damage shall be shown to be directly attributable to the negligence of FWT or their servants. In the event of any customer making a claim in relation to

any damage or incident they should ensure that FWT are advised in writing to their Head Offices the nature of the claim with details within 7 days of the incident being reported.

9) Any quotation/estimate made by FWT shall lapse within twenty-eight days of its acceptance in writing, where the customer has failed to provide access to the site and allowed unhindered execution of the contract (even if a deposit has been paid).

10) Once an order has been accepted by us it cannot be cancelled unless the customer acknowledges FWT’s right that if they accept that cancellation it is on the understanding that the customer accepts FWT full rights to recover any charges or all consequential losses incurred by the company who had accepted, in good faith, the confirmation or order given to under take the works quoted.

11) Where delivery dates are specified the seller FWT will endeavour to complete the delivery on such date or within a reasonable time thereafter, but time shall not be the essence in this respect and the buyer may not cancel the order or claim for any loss or inconvenience caused by overdue delivery.

12) We cannot be held responsible for any Legal Notices, Wayleaves or Water Abstraction Licences, Planning, Building Regulations or other consents that may be necessary, as they should be obtained by the customer. In the event of FWT agreeing to obtain such consents or permissions for the customer then it is expressly agreed and declared that FWT does so as Agent of the Customer.

13) Recommendations offered in relation to water treatment are made in good faith. As conditions and method of use are beyond our control, the responsibility for use and suitability of purpose remains with the buyer.

14)  In cases where work is undertaken by others and not FWT, where work is done or equipment is installed in boreholes, wells, collection chambers or similar structures and where the structures have been built or made by outside contractors which then prevent or alter the work the company set out in their quotation/estimate, then FWT cannot be held responsible in any way whatsoever. We shall at our election be entitled to withdraw from the job and be paid for work carried out to date or to carry out the work with such modifications as may be requested by the customer or be expedient in the circumstances, providing such work is priced by FWT and the company receive a written consent from the customer to proceed on the revised scope of works.

Any equipment loss in these cases will be invoiced in full and any equipment that may be recovered will be repaired and the cost of such repairs, with any work that may be required to be done, will be payable in full by the customer. Guarantees will be limited to the work carried out by the company only and FWT will not accept liability for the consequences that arise from the use of any other company in completion of the systems required. Any subsequent connection from FWT installations by any other company will nullify any warranty given by FWT in connection with the work undertaken. Customers should note that they are advised, in the case of water treatment, or water supply work undertaken by the company, that FWT should always be asked to complete that installation up to the final point of use, to avoid any dispute that might arise from the use of any other outside contractor.

15) Representatives and agents to the seller have no express or implied authority whatsoever to add to, vary, or subtract from these terms and conditions.

16) Cancellation rights: The client has the right to cancel the signed agreement for up to 7 days from date signed, on the understanding that the company can not be held responsible if the customer deemed the work urgent and asked that the work commence by an earlier date to which FWT responded. The customer accepts that any such right is forfeited by his instructions to FWT.

17)  All payments due are within 30 days net from the invoice date. Overdue accounts will incur a charge of Bank of England Base rate plus 8% payable from the date of the invoice if payment has not been received within the 30-day period referred to. In the meantime all materials supplied to undertake the work completed or supplied remain the property of the company until FWT receive full and final settlement on the invoices issued. FWT reserve the right to move back on site to collect the goods supplied after the 30-day payment period.

18)  We accept no liability or consequence to the customer for delay in the commencement or completion of the work where such delay is caused by shortages of labour or materials, strikes, lockout, inclement weather, war, government control, restrictions or prohibitions or any government act or remission, whether local or National, Act of God, or other event outside the control of the company.

19) The customer agrees to provide, free of charge, all supplies of water and electricity needed for the work specified.

20) The customer shall be responsible for the safety, damage or theft of all materials belonging to FWT after they have been delivered to site.

21) All shared supplies intended for domestic use by two or more properties, or any supply intended for commercial use (with exception of that used for milk cooling etc.), are required to be monitored periodically by the relevant local authority under the auspices of the Private Water Supply Regulations.

22) FWT are obliged to point out that having completed the work undertaken that all owner’s have an obligation by regulation to inform the relevant authority of such usage where a shared domestic or any commercial supply has been installed, or where an existing supply has been adapted to be shared by two or more properties, or where the intended usage of any supply has been changed to include commercial use. FWT cannot be held liable or responsible, having set out this requirement, and after receiving the customers signature confirming their acceptance of the obligations pointed out to them.

23) Electrical Test & Certification - FWT Ltd carries out all electrical installation in accordance with current UK wiring regulations (BS7671:2008) and where necessary, Approved Document P (Part P) of the building regulations. In so doing, although we assume a duty of care to inform our customers if, during the course of carrying out contracted works, we notice any aspects of any existing electrical installation that are hazardous, unfit for purpose or otherwise requiring further action, we do not assume any responsibility for inspecting parts of an installation that do not relate directly to the contracted works. Nor do we assume any responsibility for ensuring that any recommendations we make are subsequently acted upon. Customers are reminded that all electrical installations in the UK should be tested and inspected according to the schedules set forth by BS7671, for example domestic properties: every 10 years; commercial properties: every 5 years; industrial and agricultural properties: every 3 years. Our duty of care should not be viewed as being any substitute for a property owner’s responsibility towards correct and adequate maintenance of electrical installations.

24) It is our company policy to prioritise customers in a “no water” situation above all installation work. We will, of course, try to minimise any inconvenience caused.