Terms & Conditions

About Us

This website is operated by BWC Merchants Ltd, a company registered in England and Wales.

Registered & trading address: Unit 15, Leyton Business Centre, Etloe Road, Leyton, E10 7BT, London, United Kingdom
VAT registration number: GB387099835
Email: orders@bwcmerchants.co.uk
Telephone: +44 7469 285005 / 020 3336 7456

By placing an order or using this website, you agree to these terms and conditions. If you do not agree, please do not use our site or place an order.

Orders and Payments

When you place an order on our site, you are making an offer to purchase the products, subject to these terms and conditions. We reserve the right to accept or reject any order for any reason, including product availability, pricing errors, or suspicion of fraud.

All prices are inclusive of VAT at the current UK rate (20%) unless otherwise stated. The total price including VAT and any applicable delivery charges will be shown clearly before you confirm your order.

Payment is processed securely through Stripe. By submitting your payment details, you authorise us and Stripe to charge the payment method provided for the total order amount. We do not store your card details.

Shipping and Delivery

We aim to deliver within the timeframes shown on the site, but delivery times are not guaranteed. We use third-party couriers and are not liable for delays outside our reasonable control. Collection orders may also require preparation time and can take a couple of days before they are ready for pickup.

You are responsible for providing accurate delivery information, and we cannot accept responsibility for failed deliveries caused by an incorrect or incomplete address. Goods remain our responsibility until they are delivered to you, so if your order arrives damaged or does not arrive at all, contact us and we will resolve it with the courier.

Where an item arrives visibly damaged, it helps us if you tell us within 48 hours of delivery, with photos and your order number — couriers give us only a short window to claim. See our Return & Refund Policy for full details.

Your Right to Cancel

If you are a consumer purchasing online, you have the right to cancel your order within 14 calendar days from the day you receive your goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Full details of how to cancel, return conditions, exemptions and how refunds are processed are set out in our Return & Refund Policy, which forms part of these terms and conditions.

Returns and Refunds

You may cancel within 14 days of delivery, as set out above. We refund to your original payment method within 14 calendar days of receiving the goods back, or of the day you provide evidence that you have returned them, whichever is earlier.

You may examine goods as you would in a shop. We may reduce your refund to reflect any loss in value caused by handling beyond that — for example if an item has been fitted, installed or modified. Certain items are excluded from the cancellation right, including sealed gas and boiler components once the seal is broken and goods made to your specification.

Full conditions, exclusions and how to return are set out in our Return & Refund Policy, which forms part of these terms.

Checking Compatibility Before You Order

Please check that the part you are ordering matches your appliance — including the make, model and GC number — before you place your order. Boiler and heating parts are model-specific, and parts that look similar are often not interchangeable. If you are unsure, contact us before ordering and we will help you confirm the correct part.

Where you order an incorrect item and the error is not ours, the following apply:

• You pay the cost of returning the goods to us, and you bear the risk of loss or damage in transit, so please obtain proof of postage.
• Delivery charges are refunded in proportion to what you return. Cancel the whole order and we refund the delivery charge in full. Return part of an order and we refund it only to the extent that sending the smaller order would have cost less — frequently it would not, as items are packed together into a single parcel.

If the mistake is ours — we send the wrong item, or it is faulty or not as described — none of this applies. You are entitled to a full refund including delivery, and we cover the return postage.

Trade and business customers are not covered by the consumer cancellation rights above and are subject to our commercial terms, including restocking charges. See our Return & Refund Policy for details.

Product Image Disclaimer

Product images are for illustrative purposes only and may not be an exact representation of the item you receive. Variations may occur in colour, shade, or texture due to lighting, screen settings, or manufacturing changes. Please review the product title, measurements, and description carefully before purchasing.

Governing Law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Us

BWC Merchants Ltd
Unit 15, Leyton Business Centre, Etloe Road, Leyton, E10 7BT, London
Email: orders@bwcmerchants.co.uk