Delivery & Returns

Delivery Charges

Delivery costs for spares orders are calculated on a £9.99 box rate depending on the products and quantities. The cost for unit heaters will vary but will be shown at checkout.

These charges are visible as you add products to your shopping cart.

Delivery Dates

Delivery time scales are based on the longest lead time of the products within your order, we will not part ship orders unless requested.

Equipment orders are assigned the next available date, if you would like this changed please contact us.

If all products are immediately available and ordered before 2pm, expected delivery will be the following day. If ordered after 2pm, this will be dispatched the next working day except Fridays where it’s 1pm for delivery the next working day if the stock is immediately available.

All delivery dates quoted are approximate only and Nortek Global HVAC Ltd shall not be liable for the delay in delivering goods however caused.

You are advised to ensure that goods have been delivered to the required location before committing to labour.

For large radiant heater orders, components delivered on stillages should be unloaded upon receipt and returned to the delivery vehicle.

Failure to do so will result in additional charges to collect and return stillage(s).

Order Confirmations

Order acknowledgements are sent within a few minutes of the order being placed. Your order acknowledgement will confirm your delivery date.

Overseas Shipping

We do not currently offer delivery outside of the UK. If you wish to place an overseas order please contact our Sales Team on +44 (0)1384 489700.


We hope you will be completely satisfied with any products purchased from Empress HVAC but if you wish to make a return, we aim to make it as quick and convenient as possible.

If you wish to return an item please contact our Customer Service team on 01384 849 700 and select from one of the options relevant to the return or email [email protected] with your order number. 

Our friendly team will raise the return and issue a return note document. Goods returned/collected must be done so within 10 working days of receiving the order. 

There is a 25% restocking fee if you want to return an item if it’s ordered incorrectly or not required.

If an order has been placed incorrectly, incorrectly supplied, or not required, it can be returned within 30 days from purchase if it remains unused, in new condition, with all packaging/labels intact.

If Nortek Global HVAC UK incur any costs in re-working or re-packaging the returned items to a re-saleable condition, this will affect the amount of credit due.

Damages must be reported in writing within 3 working days of receiving the order.

Claims made outside this period will not be considered.

Note: We are unable to process any returns without an returns note document number & not all return requests are accepted.


The warranty period starts from date of despatch or commissioning date (if no more than 90 days of despatch and conducted by Nortek Global HVAC UK Service Engineer) Commissioning report and documentation will be required.

Who is covered?

The purchasing customer account holds the warranty.

What is covered under our standard warranty:

All heaters, controls and accessories supplied as part of a new heating system

Labour: 1st year

Parts – Excludes consumables (i.e belts, filters, fuses, quartzglow bulbs etc) – 1st and 2nd year

Access equipment and tool hire- 1st year

Carriage cost for replacements – 1st year

Exceptions for new installations

DS destratifications fans – 1st year (parts only)

Spare Parts

Controls and accessories supplied as spares (excl consumables) 1st year

General spare parts (excl consumables) 1st & 2nd year

Carriage cost for replacement spares: 1st year

Labour for replacement spares: 1st year