Returns & Warranty - B2B
Last updated: 1st May 2026
Business purchases differ from consumer purchases because goods are supplied for
professional use, installation, or resale. Unlike consumer sales, trade orders are
not covered by consumer cancellation rights and often involve specialist products,
manufacturer packaging controls, and third-party logistics costs.
For these reasons, trade returns are subject to approval, condition checks, and
may incur handling or restocking charges to reflect actual costs incurred.
This approach is standard practice across the heating, electrical, and building
services supply industries.
All B2B returns are governed solely by our Terms and Conditions of Sale.
Returns at a Glance
- All returns must be authorised in advance and have a Viessmann Direct returns reference number.
- You may request a return within 30 days of delivery, subject to approval.
- Items must be returned complete and, where applicable, with original manufacturer packaging, accessories and documentation.
- Where original manufacturer packaging is not returned, the refund may be reduced up to 100% if the item can no longer be resold as new.
- Large palletised items (boilers, heat pumps, cylinders etc.) must be returned as delivered, strapped/wrapped to the pallet and unopened.
- Faulty goods follow a different process (see “Warranty Claims”) below.
Return Window
- B2B customers may request a return within 30 days of delivery, subject to approval.
- All returns must be authorised in advance and issued with a Viessmann Direct returns reference number.
-
Please complete our Returns Request Form
or email sales@viessmanndirect.co.uk for assistance.
-
Unauthorised returns may be refused.
Condition of Goods
- Items must be returned complete, unused, uninstalled and in original manufacturer packaging.
- Items that are opened, physically damaged (cracked components, dents, scratches, defacement, wear and tear, writing on the item/box or wilful damage) incomplete or unsuitable for resale may be refused or subject to a restocking charge.
-
Goods incorrectly specified, installed, commissioned or damaged during installation
are not considered faulty and are not eligible for return.
-
Large palletised items must be returned as delivered: strapped and wrapped to the pallet, unopened, in the same delivered condition.
Refunds & Charges
- Delivery charges are non-refundable once the delivery service has been fulfilled, unless there is a confirmed delivery issue.
- Refunds (if approved) will be issued for the product value only. Assessment is based on the condition of the goods as received.
- Restocking and handling charges may apply where goods are returned, opened, handled, incomplete or require inspection or testing, and may be up to 25% of the net goods value to reflect actual costs incurred.
Non-Returnable Items
- Installed, commissioned or powered items
- Special-order or non-stock items
- Items returned outside the agreed return window
Warranty Claims/Faulty Goods
If goods develop a fault within the manufacturer’s warranty period:
- Call the manufacturer’s Technical Team for guidance or to confirm the item is faulty (Viessmann Technical: 01952 675070).
- Note the ticket number and/or technician name if confirmed faulty.
- Email sales@viessmanndirect.co.uk with your order/invoice number, details of the fault, and the technical confirmation.
- We will raise a warranty replacement in accordance with the manufacturer’s process.
Data and Evidence for Returns and Disputes
Where a return, refund, warranty claim or dispute is raised, we may retain and use relevant information including order details, delivery records, correspondence, photographs, inspection reports and packaging condition.
This information may be used to assess the condition of returned goods, determine eligibility for a refund, comply with legal obligations, and respond to payment disputes or chargebacks.
Records may be retained for a reasonable period in line with our Privacy Policy, particularly where required for accounting, legal or fraud prevention purposes.