Returns & Warranty claims (GB)

Return of Goods

Return of Goods & Warranty Claims.

We very much hope you will be happy with your products, however we do understand items sometimes need to be returned, we have therefore tried to make our returns process as clear and easy as possible.

Legal. Our returns policy is in accordance with 'The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and forms part of our Terms and Conditions of Sale.

Condition. Condition is all important, if handled, products should have been handled as if in a shop; packaging and seals must be intact.

Pallets. Large palleted items (boilers, heat pumps, cylinders etc.) must be returned as delivered, strapped and wrapped to the pallet, unopened.

Authorisation. All returns must be authorised. Please click on the link and complete the Returns Request Form or Email sales@viessmanndirect.co.uk for further assistance.

The following applies to all returns:

• The cost of returning unwanted goods must be paid by you, the customer
• All goods returned remain your responsibility during transit until signed for and accepted by ourselves or an appointed agent.
• Large palleted items (Boilers, Cylinders etc.) must be in an 'as delivered' state, strapped to the shipping pallet, wrapped and unopened.
• We would recommend the Royal Mail Standard Parcel Service and that you obtain a Free Certificate of Posting (P6159) when sending from your local Post Office.
• Insurance to cover the cost of the item/s during shipping is recommended but at your discretion.
• Goods must be returned complete (including all packaging, cables, manuals, promotional gifts/items, CDs etc for that product).
• Products or packaging physically damaged (Cracked components, dents, scratches, defacement, wear and tear, written on or wilful damage) will not be accepted.
• All returned goods must be authorised with a returns email and number.
• Goods may be rejected without a valid Viessmann Direct returns number clearly marked on a shipping label.
• All goods must be received within 14 working days of the returns number being issued.
• Except in the case of inherently faulty goods (i.e. faults present at the time of sale); or goods faulty within the first 7 days; return shipping is to be paid by the customer.
• Customers electing to return items via premium, timed or courier services do so at their own discretion and we are unfortunately unable to refund these costs.
• To be classed as Dead on arrival (DoA), we must be notified that the product is faulty within the first 48 hours after delivery.

Unwanted Goods - As New.

What do you mean by 'As New' and 'Resalable'?

• the goods are unopened, in their delivered state as detailed above. Large palleted items must be as delivered, wrapped and strapped.
• the goods have not been used
• software seals or manufacturers security seals are unopened
• the goods are unmarked, including packaging
• the goods are in fully resalable condition

What will I get refunded?

• the original full value of the goods returned

Will I get any delivery costs refunded?

• The cost of returning unwanted goods must be paid by you, the customer
• We will refund the original delivery costs to a maximum value of the lowest cost standard delivery for the items you purchased
• Premium delivery costs will not be refunded

Unwanted Goods - Opened.

If you have changed your mind about the goods ordered and wish to return them, then you can do so provided you request your returns number within 14 days of receipt.
You are liable for any diminished value of the goods resulting from handling, if in particular it goes beyond the sort of handling that might reasonably be allowed in a shop.

What type of 'handling' will affect the refund value?

• opening, breaking packaging seals or removing packaging
• using the goods
• breaking manufacturers security seals
• marking or damaging the goods, including the packaging

Important - Any of the above may deem the item unsalable and therefore valueless, negating an authorised return and refund.

Will I get any delivery costs refunded?

• we will refund the original delivery costs to a maximum value of the lowest cost standard delivery for the items you purchased
• premium delivery costs will not be refunded
• the cost of returning unwanted opened goods is your responsibility.

Goods Faulty - within first 30 days.

If unfortunately your goods are delivered faulty or develop a fault within the first 7 days after delivery in the first instance:

• Please call the manufacturer's Technical Team for installation/user guidance or to confirm the item is faulty (Viessmann Technical telephone: 01952 675070)
• If the item is deemed faulty by the Technical team take a note of the Technical Team ticket number or name of the technician.
• Email sales@viessmanndirect.co.uk with sales order/invoice number, details of the fault, along with any Technical Team fault confirmation information.
• We shall raise a warranty replacement immediately or arrange a refund upon collection and return of the faulty item.

Goods Faulty - After 30 days

If unfortunately your goods are delivered faulty or develop a fault after 30 days but within the manufacturers warranty period:

• Please call the manufacturer's Technical Team for installation/user guidance or to confirm the item is faulty (Viessmann Technical telephone: 01952 675070)
• If the item is deemed faulty by the Technical team take a note of the Technical Team ticket number or name of the technician.
• Email sales@viessmanndirect.co.uk with sales order/invoice number, details of the fault, along with any Technical Team fault confirmation information.
• We shall raise a warranty replacement immediately