Returns & Warranty - Trade

Returns & Warranty - B2B

Last Updated: 1 May 2026

Business purchases differ from consumer purchases because goods are supplied for professional use, installation or resale. 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.

All B2B returns are governed solely by our Terms and Conditions of Sale.

Key Information

All returns must be authorised in advance.
A Viessmann Direct returns reference number is required.
Returns may be requested within 30 days of delivery, subject to approval.
Items must be complete, unused, uninstalled and in original manufacturer packaging.
Restocking and handling charges may apply.
Palletised items must be returned as delivered: strapped and wrapped to the pallet, unopened and in the same delivered condition.
Faulty goods follow a separate warranty process.

Consumer Customers: If you purchased as a consumer, please see our Returns & Warranty - Consumer page.

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, incomplete or unsuitable for resale may be refused or subject to a restocking charge.
Examples include cracked components, dents, scratches, defacement, wear and tear, writing on the item or box, missing parts or wilful damage.
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 and 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, where 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.
Restocking and handling charges 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.
Goods damaged during installation or handling.
Goods returned without prior authorisation.

Warranty Claims & Faulty Goods

If goods develop a fault within the manufacturer’s warranty period, please contact the manufacturer’s Technical Team for guidance and fault confirmation before returning the item.

Viessmann Technical Support 01952 675070

If the item is confirmed faulty:

Note the ticket number and/or technician name.
Email sales@viessmanndirect.co.uk with your order or 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.

Quick Links

Deliveries – Delivery services, tracking and courier information.
Returns & Warranty - Consumer – Consumer returns, cancellations and warranty claims.
Warranty Information – Manufacturer warranty information for Great Britain.
Spares Search & Shopping – Finding spare parts and ordering online.
Contact Us – Contact details and support information.