Returns & Warranty claims

Return of Goods & Warranty Claims

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.
Our returns policy is in accordance with the 'Sales of Goods Act' and 'The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013' and forms part of our Terms and Conditions of Sale.
If you have any specific queries regarding our returns policy please email sales@viessmanndirect.co.uk

Period Unwanted Goods, As New Unwanted Goods, Opened Faulty Goods
The item is brand new in condition, in its orginal packaging, unopened, seals intact and unused. The item is working but opened, used, marked or something is missing. The item has been confirmed as faulty by the manufacturer's Technical Team
14 Days or Less
The item is being returned within 14 days of delivery.
A full product refund OR an exchange of equal value is guaranteed for items unopened, seals intact, as new. You are entitled to a refund less any reduction in value due to excessive handling. Please note, broken packaging and seals deem an item valueless. The item will be collected for a replacement, credit or refund.
30 Days or Less
The item is being returned within 30 days of delivery.
A full product refund OR an exchange of equal value is guaranteed for items unopened, seals intact, as new. We are unable to offer any reimbursement. The item will be collected for a replacement, credit or refund.
31 Days to 6 Months
The item is being returned within 31 days to 6 months of delivery.
We are unable to offer any reimbursement. We are unable to offer any reimbursement. You are entitled to a repair or replacement of similar age and condition of the faulty item.
6 Months or over
The item is older than 6 months from delivery.
We are unable to offer any reimbursement. We are unable to offer any reimbursement. We are unable to replace items of this age; however the item may be covered by a manufacturer warranty.
Please contact the manufacturer for more information on their warranty replacement services.


The following applies to all returns:

  • All goods returned remain your responsibility during transit until signed for by ourselves or an appointed agent.
  • 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 at your discretion.
  • Goods must be returned complete (including all packaging, cables, manuals, promotional gifts/items, CDs etc for that product).
  • Products physically damaged (Cracked components, dents, scratches, defacement, wear and tear 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 the packaging.
  • 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 over and above Royal Mail Standard Parcel Service rates.
  • 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.

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. The goods must be in fully resalable condition when returned.

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

  • the goods are unopened
  • 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?

  • 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.

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
Returns

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