Terms and Conditions for North West Tea


These terms and conditions were last updated on 06/07/2018. Use of our website and the sale and purchase of goods from the website are governed by our terms and conditions as set out below. “We” or “Our” means North West Tea. “You” or “your” means the person accessing, using or ordering from our website over the Internet.

1. ECI

ECI hosts and maintains this website on behalf of North West Tea. Goods are supplied by North West Tea directly to you and the contract of sale then exists between you and North West Tea. These terms and conditions cover all sales made through this website.

2. Prices, description and availability of goods

Prices are subject to change without notice and all goods are sold subject to availability. Where goods are temporarily out of stock we will contact you so that you may choose between a refund on the item, having it shipped when it is back in stock or selecting an alternative product. Whilst we take the utmost care to ensure the product descriptions, pictures, information and prices are accurate we do not accept liability for any inaccuracies, errors or omissions. Colours may vary slightly from those shown on the website due to the limitations of Internet technology. Orders are accepted at our sole discretion and we maintain the right to decline orders without giving an explanation.

3. Sales tax

Value Added Tax (VAT) is calculated on shipping destination. When applicable it is included in the price for orders shipped to destinations within the European Union (EU). For orders shipped to destinations outside the EU the price excludes VAT but orders may be subject to local sales tax or import duty. These are not included in our prices and customers remain liable for payment of these taxes or duties on or following delivery.

Safety Helmets/Footwear Information and VAT Rules

Companies purchasing safety boots for their employees are not eligible for any VAT exemption. VAT should be paid and thereafter reclaimed in the usual way.  Supplies from a manufacturer to a wholesaler who in turn supplies them to a retailer can be zero-rated subject to the conditions set out below. Safety equipment for Boots or Helmets are zero-rated when all the following conditions are met:

1. The articles must be boots or helmets
2. They must be manufactured to the appropriate European or British standard
3. They must bear a mark indicating conformity with those standards
4. They must be for industrial use
5. They must not be supplied to persons for use by their employees

Finally, these rules do not apply to safety shoes or safety trainers, these products require a 20% VAT payment no exceptions.

Difference Between a Shoe and a Boot

The British Standards Institution defines a boot as having a minimum leg height of 90mm measured vertically from the insole at the back. The European Standard gives the minimum height of the upper (measured vertically from the insole at the back) of 103mm for a size 36 (UK 3) and below, through to a minimum height of the upper of 121mm for a size 45 (UK 11) and above.

Protective shoes that fall outside these specifications are not eligible for zero rating.

For further information on VAT exemptions please visit

4. Delivery Arrangements

Your shopping basket displays the goods you have purchased with an indication of the delivery timescale. We will notify you if your goods are not able to be despatched within this timescale, e.g. some ‘made to order’ goods may take longer. The costs for delivery are shown depending on the shipping destination and the delivery service selected. Any delivery times quoted are estimates, based on availability and normal delivery time. Please note that there may be some products that we do not ship to certain destinations, which will be indicated in the shopping basket.

Should delivery be unsuccessful through no fault of North West Tea, then we reserve the right to charge additional carriage fees should you wish for any order to be resent, or alternatively, should any cancellation take place, then any credit due will be subject to the original delivery charge. Should a delivery of goods be returned by a courier, through no fault of our own, then we reserve the right to deduct any carriage fee charged from any subsequent refund.

Specifically relating to 3rd Party deliveries (direct or drop-shipped orders) whereby a customer is unavailable or refuses to take delivery of the goods, additional carriage charges will apply for the attempted re-delivery of the goods should NWT be charged the same from the courier in question. It is the responsibility of the customer to ensure their client is able to take delivery of the goods on the service they have selected.

Regarding disputed delivery claims, should the courier provide us with GPS, signature and/or photographic proof of delivery at the location, this will be deemed as a successful delivery. We therefore are unable to compensate any customers who advise of items being non-delivered in these instances. As above, it is the responsibility of the customer to ensure their client is able to take delivery on the service they have selected.

5. Cooling off period and cancellation / returns

We want you to be satisfied every time you shop with us. Our "no quibbles" guarantee means that if for any reason you are unhappy with the goods purchased you may cancel your order and return the goods to the Merchant within 14 working days from receipt of the goods, you will receive a refund within 30 days of cancellation. It is your responsibility to take care of the goods before returning them, and they must be returned in a state where they can be resold. We will not accept return of:

  • Fresh / disposable / perishable goods (e.g. flowers or fresh foods)
  • All food and drink (including tea and coffee)
  • Sealed audio / video recordings or computer software which have been opened
  • Goods made to the customer's personal specifications

Most merchants will provide returns information in with the delivery note/invoice. Where you wish to return goods and do not have returns information, you can contact customer services for the returns address of the particular supplier(s) you ordered from. Whichever way, it is vital that you enclose a covering letter with the return detailing your name, full address, order number and reason for return (please also specify whether you require an exchange or refund). We recommend that you use Recorded Delivery, as proof of shipping is not proof of receipt.

Unless the goods are defective, damaged or not as specified on your order acknowledgement, you are responsible for the cost of returning goods to the merchant. We recommend that you use Recorded Delivery, as proof of shipping is not proof of receipt. If however the goods are faulty then the postage costs will be refunded.

Occasionally, we may receive stock from a supplier, manufacturer or products which have been dispatched to a customer, that have been damaged upon receipt, or alternatively in transit. Should a supplier, manufacturer or courier company wish to inspect the damaged items, then we will retain such for a period of two weeks. Should inspection fail to take place within the said period then we will dispose of the products as we see fit.  You will also be notified of the disposal.

We charge a 15% restocking fee on all returned items, and payment for the return of the products must be paid by the customer. 

When a cancellation of an order has been made and a return accepted following the order being dispatched, we reserve the right to deduct the carriage paid from any subsequent refund.  

We will only accept orders upon delivery. Therefore, the processing of a payment and an acknowledgment of an order does not constitute a legally binding contract between ourselves and the buyer. We reserve the right to cancel any order at any stage up until the point of delivery.

 We will only accept orders upon delivery. Therefore, the processing of a payment and an acknowledgment of an order does not constitute a legally binding contract between ourselves and the buyer. We reserve the right to cancel any order at any stage up until the point of delivery.

Minimum Shelf Life:
We aim to provide quality food & drink products with a long shelf life across a wide range of products. Which is why we guarantee a minimum shelf life on the following lines:

Tea and Coffee lines - 3 Months.
Confectionery lines - 6 Weeks
Carbonated & Soft Drinks - 6 Weeks
Milk - 4 Weeks
Crisps - 2 Weeks

Delivery Discrepancies

Should you wish to report any discrepancies ie; shortages or damages, then we need to be notified within 48 hours of delivery taking place. 

If for any reason a courier fails to deliver your order within the designated time period ie; next day delivery or economy delivery (3-5 days) then we require notification that delivery has not taken place within 48 hours of said delivery being due.

Dunlop® Protective Footwear - Return Policy

Dunlop® boots are the right choice for prolonged and comfortable use. Dunlop® boots are produced with care, attention and dedication.

Dunlop® boots sold via Retail are guaranteed against manufacturing defects for a period of 12 months after the date of purchase. When Dunlop boots are sold to individual end-users or consumers, a proof of purchase will need to be issued.

Dunlop® boots sold via distribution to professional end-users are guaranteed against manufacturing defects for a period of 24 months after the date of production.

To enable us to improve and better our products over time, the following information is required:

1. Style / Product Code

2. Product Description

3. Quantity

4. Complaint/Reason for Return. Please include picture.

5. Date of Manufacture (picture of the ‘arch’ on the sole of the boot)

6. Size



Please note the following:

- The return policy does not cover abusive use, normal wear and tear or damage resulting from misuse of the product.

- Please complete each field as appropriate including pictures, failure to do this may result in your claim being rejected.

- Dunlop® Boots are only credited after approval of Dunlop.

- Returning the boots to Dunlop® immediately is not necessary. Pictures of the outsole and complaint are initially sufficient. If more research is needed then Dunlop® Protective Footwear will ask to return the boots. In that case, please clean the boots in advance.

Some Guidelines to help you

 - Boots are leaking

 Complaints about leakage without an obvious fault are mostly due to the dampness caused by sweaty feet! Please put the boots in a bucket of water

with a weight and old paper inside. This way you can easily test if the boots are indeed leaking.

 - Cuts behind the toecap

Dunlop Purofort boots have a cross-linked structure that provides flexibility and strength. Purofort material does not tear.

Cuts behind the toecap or at the boot are generally caused by normal use. For instance heavy equipment and/or cattle. Also frequent kneeling on

one knee (dairy environment) can have an impact. These complaints are not covered by our warranty policy.

 In case of any doubts, please check the thickness of the material. With a minimum thickness of at least 3 mm, the Purofort material offers its well knownstrength and functionality.

 - Small air bubble / small pinhole

A Purofort boot can have tiny pinholes or air bubbles. This is inherent to the material. The Purofort material is a unique material with millions of evenly distributed air pockets. A tiny air bubble is one of these small air pockets and does not mean that the boot is leaking. Behind these small pinholes there is sufficient Purofort material. Small air bubbles and small pinholes do not affect the functionality of the boot.

6. Delivery Discrepancies / Orders Failing To Be Delivered On Time

Should you wish to report any discrepancies ie; shortages or damages, then we need to be notified within 48 hours of delivery taking place.

If for any reason a courier fails to deliver your order within the designated time period ie; next day delivery or economy delivery (3-5 days) then we require notification that delivery has not taken place within 48 hours of said delivery being due.

7. Complaints

Should you have a complaint with the service or product we provide please contact Customer services by e-mail: Telephone: 0151 703 0044 (9 – 5.30pm Mon – Fri) or fax: 0151 703 0055.

We aim to:

  • Acknowledge complaints within 5 working days
  • Advise you how long it will take to resolve the complaint
  • Keep you informed throughout the process

8. Offensive or age restricted material

We take the utmost care to ensure that no material likely to give offence or which is unsuitable for children is displayed on our website. There are, however, certain products that we sell which are unsuitable for children (e.g. Certificate 18 or 15 videos / DVD's). By placing an order for products with age restrictions you declare that you are of legal age to purchase those products. Should you see material which in your view is offensive then please e-mail us at

9. Trademarks and copyright

All third party copyright, trademarks, brand names, product names and titles on this website are acknowledged. This website is protected by Copyright and the Copyright, Trademarks, logos and Intellectual Property rights for the content of the eDirectory website are the property of and / or North West Tea. ALL RIGHTS RESERVED. Any use, printing or copying of materials on this website, other than in the course of browsing, selecting products and ordering from us, is strictly prohibited. Any framing of this website is prohibited.

10. Security

Security is one of our highest priorities and we take every precaution to protect your personal information both online and offline. Information requested when registering or ordering goods (including your credit / debit card details) is encrypted with SSL (Secure Socket Layer), the industry standard encryption software. Thawte provides our SSL security, the market leader for digital certificates worldwide, securing over 100,000 websites in more than 50 countries. To help us keep your personal information strictly confidential you should keep your password secret. While we use SSL encryption to protect sensitive information online, we also protect your personal details off-line. All employees are kept up-to-date on our security and privacy practices and we ensure our Merchants maintain our standards of security.

11. Privacy Statement

This privacy statement applies solely to information collected through this website.

Information Collection and Use

We are committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalised shopping experience. We will only use the information that we collect about you lawfully in accordance with the Data Protection Act 1998. We will not sell, share, or rent this information to others other than as disclosed in this statement. During the registration or ordering process we collect some or all of the following information:

  • Your name and address
  • Your contact telephone numbers (to enable us to contact you in the event of a query)
  • Your e-mail address
  • For credit / debit card purchases your card details
  • Confirmation you are over 18 years of age (this is required to ensure inappropriate goods are not shipped to minors)

We will confirm your personal details on our acknowledgement of order. If you have registered you may check, amend or remove your personal details by clicking the login button. If you are not registered you may check, amend or remove your personal details by e-mailing or writing to us. By registering or ordering through our website you consent to the collection and processing of your personal details by us.


A Cookie is a piece of data containing information about the user which may be stored on the user's hard drive. We use persistent Cookies which are stored on your computer to remember who you are and to enable your shopping basket contents to be stored until your next visit. You do not have to have persistent Cookies enabled to use the site.
We use temporary 'Per session' Cookies for tracking your searches, shopping basket items and checkout details. If you have your per session cookies turned off or have set the highest level of security in your browser settings you may be unable to purchase items from our site.

Log Files

We use IP addresses to analyse trends, administer the website, track user's movement, and gather broad demographic information. IP addresses are not linked to personally identifiable information.


We will share aggregated demographic information with our partners and advertisers. This is not linked to any personal information that can identify any individual person.

Links to / from 3rd party websites

We are not responsible for and accept no liability for the content or privacy practices of any linked website which is not owned and maintained by us. We encourage our users to be aware when they leave our website and to read the privacy statements of each and every website that collects personally identifiable information.

Surveys & Contests

From time-to-time our website requests information from users via surveys or contests. Participation in these surveys or contests is completely voluntary and the user therefore has a choice whether or not to disclose this information. Information requested may include contact information (such as name and address), and demographic information (such as postcode, age level). Contact information will be used to notify the winners and award prizes and may be used to send you marketing or promotional materials where indicated. Survey information will be used for purposes of monitoring or improving the use and satisfaction of this website.

12. Notification of Changes

If we change our Terms and conditions, Privacy policy or Security policy, we will post notification of these changes on our Homepage so you are aware of them. Should we decide to use personally identifiable information in a manner different from that stated at the time it was collected, we would notify you by e-mail and request your agreement to the changes. We will use information in accordance with the privacy policy under which the information was collected.

13. Legals

The contract will be governed by the laws of England and Wales and you agree to submit to the jurisdiction of the English courts. These terms and conditions do not affect your statutory rights as a consumer.

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