Return & Warranty - B2C

Return of Goods & Warranty Claims

Last updated: 26 January 2026

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

Returns at a Glance

Trade / Business Customers: If you purchased on a business or trade account, different returns terms apply. Please see our Trade (B2B) Returns Policy.

All returns must be authorised in advance and have a Viessmann Direct returns reference number.
Consumers (B2C): you may cancel within 14 days of delivery. Handling beyond what is reasonably allowed in a retail environment may reduce your refund for diminished value.
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”).

Legal Basis

Our consumer 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.

Authorisation

All returns must be authorised. Please complete our Returns Request Form or email sales@viessmanndirect.co.uk.

Unauthorised returns may be refused.

Condition & Packaging (Applies to All Returns)

Condition is important. If goods are handled, they should only be handled to the extent necessary to assess them, comparable to what would reasonably be allowed in a retail environment.
Items must be returned complete (including all packaging, cables, manuals, promotional gifts/items, discs etc.).
Original manufacturer packaging should be retained and returned where applicable, as this forms an integral part of resale value for many specialist heating products and spare parts.
Assessment is based on the condition of the goods as received.
Products or packaging that are physically damaged (cracked components, dents, scratches, defacement, wear and tear, writing on the item/box or wilful damage) may be refused and/or refunded at £0.

Palletised Items (Boilers / Heat Pumps / Cylinders)

Large palletised items must be returned as delivered: strapped and wrapped to the pallet, unopened, in the same delivered condition.

Consumer Returns (B2C) – Unwanted Goods

If you have changed your mind about the goods ordered and wish to return them, you can do so provided you request a returns number within 14 days of receipt.

Period	Unwanted Goods – As New	Unwanted Goods – Opened / Handled
Within 14 days of delivery	Refund / Exchange (As New) A full product refund or an exchange of equal value applies where the item is: Unopened and unused Unmarked (including packaging) Returned complete In its original manufacturer packaging / pallet as delivered (where applicable)	Refund less Diminished Value (Opened / Handled) You are entitled to a refund less any reduction in value caused by handling beyond what would reasonably be allowed in a retail environment. Examples that may reduce the refund include: Opening or breaking packaging seals / removing packaging Breaking manufacturer security seals Marking or damaging the goods or packaging Missing parts, accessories or documentation Important: If handling goes beyond what would be reasonably allowed in a retail environment, it may result in a reduction of the refund to reflect the loss of resale value. In some cases, for example where original manufacturer packaging is not returned, this reduction may be up to 100% where the item cannot be resold as new.
After 14 days	We are unable to offer reimbursement for unwanted goods outside the 14-day consumer cancellation period.	We are unable to offer reimbursement for unwanted goods outside the 14-day consumer cancellation period.

Delivery Charges (B2C Unwanted Returns)

The cost of returning unwanted goods is your responsibility.
Standard delivery costs will be refunded where applicable.
Premium delivery costs (e.g. express or timed services) will not be refunded once fulfilled.

Warranty Claims / Faulty Goods

Viessmann Technical Support: 01952 675070

Faulty Goods – Within First 30 Days

If goods are delivered faulty or develop a fault soon after delivery, please follow the process below (this helps avoid incorrect returns for installation or setup issues).

Call the manufacturer’s Technical Team for guidance or to confirm the item is faulty (Viessmann Technical: 01952 675070).
If confirmed faulty, note the ticket number and/or technician name.
Email sales@viessmanndirect.co.uk with your order/invoice number, details of the fault, and the technical confirmation.
We will arrange a warranty replacement immediately or arrange a refund upon collection/return where appropriate.

Faulty Goods – After 30 Days

If goods develop a fault after 30 days but 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.

Dead on Arrival (DoA)

To be classed as Dead on Arrival (DoA), we must be notified that the product is faulty within 48 hours after delivery.

Return Shipping & General Conditions

All goods returned remain your responsibility during transit until signed for and accepted by ourselves or an appointed agent.
We recommend using a tracked service and obtaining proof of posting.
Insurance to cover the value of the goods during shipping is recommended but at your discretion.
Goods may be rejected without a valid Viessmann Direct returns number clearly marked on the shipping label.
All goods must be received within 14 working days of the returns number being issued (unless agreed otherwise in writing).
Except in the case of inherently faulty goods (fault present at the time of sale), or goods confirmed faulty within the first 7 days, return shipping is paid by the customer.
Customers electing to return items via premium, timed or courier services do so at their own discretion and we are unable to refund these return costs.

Business Purchases (B2B)

Business purchases are not covered by the Consumer Contracts Regulations. Returns are accepted only by prior agreement and at our discretion. Restocking charges may apply, and returns may be refused where goods are opened, handled, incomplete or unsuitable for resale.

Alternative Dispute Resolution (ADR)

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.