Terms and Conditions - B2C

Terms & Conditions – Consumer (B2C)

Last updated: 26 January 2026

These Terms apply to consumers (B2C) who purchase goods from Clipper Enterprises Limited trading as Viessmann Direct (“we”, “us”, “our”). If you are purchasing in the course of business, different terms apply – please see our Business/Trade Terms.

1. About Us

Clipper Enterprises Limited trading as Viessmann Direct
Unit 8, The Centurion Centre, Castlegate Business Park, Old Sarum, Salisbury, Wiltshire, SP4 6QX

2. Definitions

“Goods” means the products sold via our website. “Website” means www.viessmanndirect.co.uk and associated pages.

3. Who These Terms Apply To (Consumers vs Business Customers)

These Terms apply only to consumers. If you are purchasing for business purposes, trade, profession or as a company/sole trader, please refer to our Business/Trade Terms and the Trade Returns policy: Trade (B2B) Returns Policy.

4. Orders and Contract Formation

• Product listings on our Website are an invitation to treat and do not constitute a binding offer.
• Your order is an offer to purchase. A contract is formed when we send you a dispatch confirmation email.
• We may contact you if we need to correct errors (including pricing/availability) before dispatch.

5. Prices, VAT and Payment

• All prices shown include VAT (where applicable) unless stated otherwise.
• Payment is taken using the payment method you select at checkout.
• If a pricing error is discovered before dispatch, we will contact you and you may choose to continue at the corrected price or cancel for a full refund.

6. Delivery

• Delivery options, costs and estimated timescales are shown at checkout and in your dispatch confirmation.
• Estimated delivery times are not guaranteed unless expressly stated as such at checkout.
• Palletised deliveries (boilers, cylinders, heat pumps etc.) are kerbside deliveries unless otherwise stated.
• If you ask the carrier to leave goods in a “safe place” or without a signature, this is at your own risk once delivered.

6.1 Checking Your Delivery

• Please check deliveries as soon as reasonably possible and report any transit damage, missing items or shortages promptly.
• Nothing in this section affects your statutory rights for faulty goods.

6.2 Failed Delivery / Re-delivery

• If a delivery attempt is missed due to no one being available (where a signature is required), re-delivery charges may apply. Any such charges will be confirmed to you before re-delivery is arranged.

7. Cancellations and Returns (Consumer)

Your cancellation and returns rights (including the 14-day cancellation window for unwanted goods and how refunds are calculated for opened/handled goods) are set out in our Returns Policy, which forms part of these Terms: Returns Policy.

8. Faulty Goods and Warranty Claims

If goods are faulty, you have statutory rights under the Consumer Rights Act 2015. Our warranty/returns process for faults is explained in the Returns Policy. Nothing in these Terms limits or excludes your statutory rights.

9. Order Cancellation by Us

• We may cancel an order prior to dispatch (for example, due to stock issues, obvious pricing errors, suspected fraud, or sanctions compliance).
• If we cancel an order before dispatch, we will refund any payments made.

10. International Use

• Goods sold via this Website are intended for use in Great Britain (England, Scotland and Wales) unless stated otherwise.
• If you intend to use goods outside GB, you are responsible for checking compatibility with local standards and regulations.
• Manufacturer support, warranty and technical requirements may differ outside GB.

11. Sanctions – Russian Federation Export Restrictions

Goods supplied via this Website must not be exported, re-exported, or resold for use in the Russian Federation, either directly or indirectly, where such goods are subject to the Russia (Sanctions) (EU Exit) Regulations 2019. By placing an order, you confirm that:

• You are not purchasing for export to Russia
• You will not resell goods to parties who may do so
• You will take all reasonable steps to comply with UK sanctions regulations

We reserve the right to cancel any order or take appropriate action if we believe these conditions may be breached.

12. Accounts

• If you create an account, you must keep your details accurate and up to date.
• You are responsible for keeping your login details secure.

13. Website Use

• You must not misuse our Website (including attempting unauthorised access, introducing malware, or using abusive or unlawful content in communications).
• We may restrict access to the Website where necessary for security or maintenance.

14. Intellectual Property

All Website content is owned by us or our licensors and is protected by intellectual property laws. You may not copy or reuse Website content except where permitted by law or with our written permission.

15. Privacy

Your personal data is handled in accordance with our Privacy Policy: Privacy Policy.

16. Limitation of Liability

Nothing in these Terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability which cannot be limited by law.

We are not responsible for losses that are not caused by our breach or are not reasonably foreseeable. We are not liable for business losses (such as loss of profit, loss of business, or business interruption) as these Terms apply to consumers.

17. Complaints and Alternative Dispute Resolution (ADR)

If you have a complaint, please contact us in the first instance at sales@viessmanndirect.co.uk and we will try to resolve it promptly.

If we are unable to resolve a complaint through our internal process, consumers may be entitled to use an Alternative Dispute Resolution (ADR) provider. Our nominated ADR provider is RetailADR (www.retailadr.org.uk). We do not commit to participating in ADR proceedings.

18. Changes to These Terms

We may update these Terms from time to time. The version in force at the time you place your order will apply to that order.

19. Law and Jurisdiction

These Terms are governed by the laws of England and Wales and disputes will be subject to the jurisdiction of the courts of England and Wales.

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