Terms and Conditions - B2C
Last Updated: 18 June 2026
These Terms & Conditions apply to consumers purchasing goods from Viessmann Direct, a trading name of Clipper Enterprises Limited.
We have tried to make these Terms clear and straightforward. They explain how orders are accepted, how delivery works, your cancellation rights, and our responsibilities to each other.
Nothing in these Terms affects your statutory rights under UK consumer law.
Key Points
- These Terms apply to consumer purchases only.
- Your statutory rights are not affected.
- A contract is formed when we send a dispatch confirmation.
- Prices include VAT where applicable.
- Delivery dates are estimates unless expressly stated otherwise.
- Consumer cancellation rights are explained in our Returns Policy.
- Manufacturer warranties are subject to the manufacturer's terms and registration requirements.
- Goods sold via this Website are intended for use within Great Britain unless stated otherwise.
Related Information
The following documents should be read alongside these Terms:
Returns Policy
Warranty Information
Delivery Information
Privacy Policy
About Us
Clipper Enterprises Limited trading as Viessmann Direct
Unit 8, The Centurion Centre
Castlegate Business Park
Old Sarum
Salisbury
Wiltshire
SP4 6QX
Definitions
“Goods” means the products sold via our Website. “Website” means www.viessmanndirect.co.uk and associated pages.
Who These Terms Apply To
These Terms apply only to consumers.
If you are purchasing in the course of business, trade, profession, as a company, sole trader, contractor or for resale, different terms apply. Please refer to our Business and Trade Terms and our Trade Returns Policy.
Trade (B2B) Returns Policy
Product Compatibility
Many heating products, spare parts, controls and accessories are suitable only for specific appliances, models, serial numbers or system configurations.
Customers are responsible for ensuring that products are suitable and compatible with their intended application before placing an order.
Where possible, compatibility should be verified using the appliance serial number, manufacturer's documentation or advice from a suitably qualified heating professional.
Nothing in this section affects your statutory rights if goods are faulty, misdescribed or otherwise do not conform to the contract.
Orders & Contract Formation
- Product listings on our Website are an invitation to treat and do not constitute a binding offer.
- Your order is an offer to purchase.
- A contract is formed when we send you a dispatch confirmation email.
- We may contact you if we need to correct errors, including pricing, availability or product information, before dispatch.
Prices, VAT & Payment
- All prices shown include VAT where applicable unless stated otherwise.
- Payment is taken using the payment method you select at checkout.
- If a pricing error is discovered before dispatch, we will contact you. You may choose to continue at the corrected price or cancel for a full refund.
Delivery
- Delivery options, costs and estimated timescales are shown at checkout and in your dispatch confirmation.
- Estimated delivery times are not guaranteed unless expressly stated as guaranteed at checkout.
- Palletised deliveries, including boilers, cylinders and heat pumps, are kerbside deliveries unless otherwise stated.
- If you ask the carrier to leave goods in a safe place or without a signature, this is at your own risk once delivered.
Checking Your Delivery
- Please check deliveries as soon as reasonably possible and report any transit damage, missing items or shortages promptly.
- Nothing in this section affects your statutory rights for faulty goods.
Failed Delivery / Re-delivery
- If a delivery attempt is missed because no one is available where a signature is required, re-delivery charges may apply.
- Any such charges will be confirmed to you before re-delivery is arranged.
Cancellations & Returns
Your cancellation and returns rights, including the 14-day cancellation window for unwanted goods and how refunds are calculated for opened or handled goods, are set out in our Returns Policy, which forms part of these Terms.
Returns Policy
Faulty Goods & Warranty Claims
If goods are faulty, you have statutory rights under the Consumer Rights Act 2015.
Manufacturer warranties are provided by the manufacturer and may be subject to registration, installation, commissioning and servicing requirements.
Warranty periods, registration requirements, technical support and warranty call-outs are managed by the manufacturer and may vary by product.
Nothing in these Terms limits or excludes your statutory rights.
Warranty Information
Order Cancellation by Us
- We may cancel an order prior to dispatch, for example due to stock issues, obvious pricing errors, suspected fraud or sanctions compliance.
- If we cancel an order before dispatch, we will refund any payments made.
International Use
- Goods sold via this Website are intended for use in Great Britain, meaning England, Scotland and Wales, unless stated otherwise.
- If you intend to use goods outside Great Britain, you are responsible for checking compatibility with local standards, regulations and installation requirements.
- Manufacturer support, warranty and technical requirements may differ outside Great Britain.
Russian Federation Export Restrictions
Goods supplied via this Website must not be exported, re-exported or resold for use in the Russian Federation, either directly or indirectly, where such goods are subject to the Russia (Sanctions) (EU Exit) Regulations 2019.
By placing an order, you confirm that:
- You are not purchasing for export to Russia.
- You will not resell goods to parties who may do so.
- You will take all reasonable steps to comply with UK sanctions regulations.
We reserve the right to cancel any order or take appropriate action if we believe these conditions may be breached.
Accounts
- If you create an account, you must keep your details accurate and up to date.
- You are responsible for keeping your login details secure.
Website Use
- You must not misuse our Website, including attempting unauthorised access, introducing malware, or using abusive or unlawful content in communications.
- We may restrict access to the Website where necessary for security or maintenance.
Intellectual Property
All Website content is owned by us or our licensors and is protected by intellectual property laws.
You may not copy or reuse Website content except where permitted by law or with our written permission.
Privacy
Your personal data is handled in accordance with our Privacy Policy.
Privacy Policy
Limitation of Liability
Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be limited by law.
We are not responsible for losses that are not caused by our breach or are not reasonably foreseeable.
We are not liable for business losses, such as loss of profit, loss of business or business interruption, as these Terms apply to consumers.
Complaints & Alternative Dispute Resolution
If you have a complaint, please contact us in the first instance at sales@viessmanndirect.co.uk and we will try to resolve it promptly.
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 at www.retailadr.org.uk. We do not commit to participating in ADR proceedings.
Changes to These Terms
We may update these Terms from time to time. The version in force at the time you place your order will apply to that order.
Law & Jurisdiction
These Terms are governed by the laws of England and Wales and disputes will be subject to the jurisdiction of the courts of England and Wales.
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