Return of Goods and Warranty Claims - B2C
Last Updated: 1 May 2026
We hope you will be delighted with your purchase. However, we understand that products occasionally need to be returned, exchanged or replaced under warranty.
This page explains your rights as a consumer, our returns process and how warranty claims are handled.
Key Information
- All returns must be authorised in advance.
- A Viessmann Direct returns reference number is required.
- Consumers may cancel unwanted purchases within 14 days of delivery.
- Goods should only be handled as would reasonably be permitted in a retail environment.
- Items should be returned complete, with original manufacturer packaging, accessories and documentation where applicable.
- Faulty goods follow a separate warranty process.
- Palletised products must be returned in their delivered condition.
Trade / Business Customers: If you purchased on a business or trade account, different returns terms apply.
Please see our Trade (B2B) Returns Policy.
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.
Return Authorisation
All returns must be authorised before goods are sent back to us.
Please complete our Returns Request Form or email sales@viessmanndirect.co.uk.
Unauthorised returns may be refused.
Condition & Packaging
- Goods 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 packaging, cables, manuals, accessories, promotional items and documentation where applicable.
- Original manufacturer packaging should be retained and returned, as this forms an important part of the resale value for many specialist heating products and spare parts.
- Assessment is based on the condition of the goods as received by us.
- Products or packaging that are physically damaged, marked, defaced or incomplete may be refused or refunded at a reduced value.
Examples include broken security seals, cracked components, dents, scratches, writing on the item or box, missing parts, damaged packaging, wear and tear or wilful damage.
Palletised Items
Large palletised items, including boilers, heat pumps and cylinders, must be returned as delivered: strapped and wrapped to the pallet, unopened and in the same delivered condition.
Where palletised goods are opened, removed from the pallet, damaged or returned in unsuitable condition, the refund may be reduced or refused.
Consumer Returns - Unwanted Goods
If you have changed your mind about goods ordered and wish to return them, you can do so provided you request a returns number within 14 days of delivery.
Unwanted Goods - As New
A full product refund or exchange of equal value applies where the item is:
- Unopened and unused.
- Unmarked, including the product packaging.
- Returned complete.
- Returned in its original manufacturer packaging or pallet as delivered, where applicable.
Unwanted Goods - Opened or 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 or damaging manufacturer packaging.
- Breaking manufacturer security seals.
- Marking or damaging the goods or packaging.
- Missing parts, accessories or documentation.
Important: If handling goes beyond what would reasonably be 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 can no longer be resold as new.
After 14 Days
We are unable to offer reimbursement for unwanted goods outside the 14-day consumer cancellation period.
Delivery Charges for Unwanted Returns
- The cost of returning unwanted goods is your responsibility.
- Standard delivery costs will be refunded where applicable.
- Premium delivery costs, including express or timed services, will not be refunded once fulfilled.
Warranty Claims & Faulty Goods
Before returning a product that you believe to be faulty, please contact the manufacturer’s Technical Team for troubleshooting and fault confirmation.
Viessmann Technical Support 01952 675070
Faulty Goods - Within the 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, setup or compatibility issues.
- Contact Viessmann Technical Support for guidance or fault confirmation.
- If 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 arrange a warranty replacement or 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:
- Contact Viessmann Technical Support for guidance or fault confirmation.
- Note the ticket number and/or technician name if confirmed faulty.
- Email us 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.
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.
- 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, or goods confirmed faulty within the first 7 days, return shipping is paid by the customer.
- Customers electing to return items using 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.
Please see our Trade (B2B) Returns Policy for further information.
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. We do not commit to participating in ADR proceedings.
RetailADR
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
Need Help?
If you are unsure whether your item can be returned, or you need help with a warranty claim, please contact us before sending goods back.
Telephone: 0333 123 1233
Email: sales@viessmanndirect.co.uk
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