Terms and Conditions - B2C
Terms & Conditions – Consumer (B2C)
Last updated: 26 January 2026
These Terms and Conditions apply to consumers (B2C) purchasing goods from
Clipper Enterprises Limited trading as Viessmann Direct (“we”, “us”, “our”).
If you are purchasing in the course of business, trade or profession, these Terms do not apply.
Business customers must refer to our Business / Trade Terms and Trade Returns Policy.
1. About Us
Clipper Enterprises Limited (Company No. 07047839)
Trading as Viessmann Direct
Unit 8, The Centurion Centre, Castlegate Business Park, Old Sarum, Salisbury, Wiltshire, SP4 6QX
2. Definitions
“Goods” means the products sold via our Website. “Website” means www.viessmanndirect.co.uk
and all associated pages. “Consumer” has the meaning given in the Consumer Rights Act 2015.
3. Applicability of These Terms
- These Terms apply only to consumers.
- Trade or business customers are subject to separate terms.
- Your statutory consumer rights are not affected by these Terms.
4. Orders and Contract Formation
- Product listings on our Website are invitations to treat and do not constitute a binding offer.
- Your order is an offer to purchase goods.
- A legally binding contract is formed only when we send a dispatch confirmation email.
- We reserve the right to decline or cancel orders prior to dispatch.
5. Prices, VAT and Payment
- All prices include VAT where applicable unless stated otherwise.
- Payment is taken using the payment method selected at checkout.
- If a pricing error is identified before dispatch, we will contact you to confirm whether you wish to proceed or cancel.
6. Product Information & Compatibility
- Product descriptions and images are for guidance only.
- It is the customer’s responsibility to ensure goods are suitable and compatible with the intended application.
- Many heating products and spare parts require correct system design and professional installation.
- We are not responsible for incompatibility arising from incorrect selection, specification, or installation.
7. Delivery
- Delivery options, costs and estimated timescales are displayed at checkout.
- Estimated delivery times are not guaranteed unless expressly stated.
- Palletised deliveries (boilers, cylinders, heat pumps) are kerbside deliveries unless stated otherwise.
7.1 Risk and Title
- Risk in the goods passes to you upon delivery.
- Title (ownership) passes once full payment has been received.
- If you request delivery to be left without a signature or in a “safe place”, delivery is at your own risk once completed.
7.2 Checking Deliveries
- Please inspect deliveries as soon as reasonably possible.
- Any visible damage, shortages or delivery issues should be reported promptly.
- Nothing in this clause affects your statutory rights regarding faulty goods.
7.3 Failed Delivery & Re-delivery
- If delivery fails due to no one being available to receive it, re-delivery charges may apply.
- Any such charges will reflect actual carrier costs and will be confirmed before re-delivery.
8. Consumer Right to Cancel (Summary)
Under the Consumer Contracts Regulations 2013, consumers generally have the right to cancel
unwanted goods within 14 days of delivery.
Full details of how to cancel, return goods, and how refunds are calculated (including for opened or handled items)
are set out in our Returns Policy, which forms part of these Terms:
Returns Policy.
9. Faulty Goods and Warranty
If goods are faulty, you have statutory rights under the Consumer Rights Act 2015.
Our process for handling faulty goods and warranty claims is set out in the Returns Policy.
Nothing in these Terms limits or excludes those rights.
10. Order Cancellation by Us
- We may cancel an order prior to dispatch due to stock issues, pricing errors, suspected fraud, sanctions compliance or other legitimate reasons.
- If we cancel before dispatch, you will receive a full refund.
11. International Use
- Goods sold via this Website are intended for use in Great Britain unless stated otherwise.
- You are responsible for ensuring compliance with local regulations if goods are used outside GB.
- Manufacturer warranties and technical support may be limited outside GB.
12. Sanctions & Export Restrictions
Goods supplied must not be exported or resold for use in the Russian Federation where prohibited by UK sanctions.
By placing an order, you confirm compliance with all applicable sanctions regulations.
We reserve the right to cancel orders or take appropriate action if these obligations may be breached.
13. Accounts
- You are responsible for maintaining the confidentiality of your account login details.
- We are not responsible for losses arising from unauthorised account use where you have failed to protect your credentials.
14. Acceptable Use of the Website
- You must not misuse the Website or submit unlawful, abusive or misleading content.
- We may suspend or restrict access where necessary for security or maintenance.
15. Intellectual Property
All Website content is owned by us or our licensors and protected by intellectual property laws.
You may not copy, reproduce or reuse Website content except as permitted by law.
16. Privacy
Your personal data is processed in accordance with our Privacy Policy:
Privacy Policy.
17. Force Majeure
We are not liable for failure or delay in performance caused by events beyond our reasonable control,
including but not limited to carrier disruption, strikes, extreme weather, supplier failure,
acts of government or other force majeure events.
18. Limitation of Liability
Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence,
fraud, or any liability that cannot be excluded by law.
We are not liable for losses that were not reasonably foreseeable at the time of contract.
We are not liable for business losses, as these Terms apply to consumers only.
19. Complaints & Alternative Dispute Resolution (ADR)
Please contact us at sales@viessmanndirect.co.uk if you have a complaint and we will attempt to resolve it promptly.
If a complaint cannot be resolved, you may be entitled to use Alternative Dispute Resolution (ADR).
Our nominated ADR provider is RetailADR (www.retailadr.org.uk).
We do not commit to participating in ADR proceedings.
20. Assignment
We may transfer our rights and obligations under these Terms to another organisation.
This will not affect your rights under these Terms.
21. No Waiver
Failure by us to enforce any provision of these Terms does not constitute a waiver of our rights.
22. Severability
If any provision of these Terms is found to be unlawful or unenforceable,
the remaining provisions shall remain in full force and effect.
23. 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.
24. Law and Jurisdiction
These Terms are governed by the law of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Top