Terms and Conditions

Norvera is a trading name of CSS International Ltd, company number 16110027, registered office 85 Great Portland Street, First Floor, London, W1W 7LT, registered in England and Wales. Contact us at hello@norvera.co.uk or +44 7700 141228.

When you buy a boiler installation package from Norvera, your contract is with Norvera (CSS International Ltd). We sell you a fixed price package that includes the boiler, its supply and delivery, removal of your old boiler where included, and installation. The installation itself is carried out by an independent Gas Safe registered engineer from our approved network.

Because you buy from us, we are responsible under the Consumer Rights Act 2015 that: the boiler is of satisfactory quality, fit for purpose and as described; and the installation service is carried out with reasonable care and skill. If something is wrong with the goods or the installation, contact us and we will put it right. Nothing in these terms removes or reduces your statutory rights.

Your price is fixed based on the information you give us and the confirmed scope. A quotation becomes a contract when you accept it and pay. If the job on the day genuinely differs from what was described (for example the flue route, gas supply, or access differ, or a system upgrade such as a filter, flush or pressure vessel is needed to meet regulations), we will explain any change in scope and price before any extra work or cost is incurred. You are never obliged to accept additional work.

All installations are carried out by engineers holding current Gas Safe registration under the Gas Safety (Installation and Use) Regulations 1998. You may ask to see the engineer's Gas Safe ID card and can verify registration at gassaferegister.co.uk. The engineer notifies the installation and provides the Building Regulations compliance and Gas Safe certificate.

Your installation includes the manufacturer's warranty for the boiler you chose, which is shown on that boiler in our range and is up to 12 years, subject to the manufacturer's terms, annual servicing by a Gas Safe engineer, and product registration within the required time. In addition, Norvera provides a workmanship guarantee of 12 months covering the quality of the installation work. See our Workmanship Guarantee page for full terms.

Payment is taken securely by card at the point of order through our payment provider. We do not see or store your full card details. Where a deposit and balance structure applies, it will be shown clearly before you pay.

Because you buy at a distance, you have the right to cancel within 14 days of placing your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, without giving a reason. The 14 days run from the day after your order is confirmed.

If you want your installation to go ahead within the 14 day period, you must expressly ask us to begin during that period. If you then cancel before completion, we may charge you a fair amount for what has already been done or specially ordered on your behalf (for example a boiler ordered specifically for you). Once the installation is fully completed at your express request within the 14 days, your right to cancel is lost.

To cancel, email hello@norvera.co.uk or use the model cancellation form on our website. We will refund you within 14 days of being told, using the same payment method, less any permitted deduction.

Give accurate information about your boiler and property. Tell us of any changes. Ensure someone aged 18 or over is present on the installation day. Provide safe and reasonable access to the boiler location and to the gas and electrical supply. Do not separately engage an engineer introduced by Norvera for the same or similar work outside the Norvera arrangement, during or within 12 months of an active order, without our agreement.

We are fully responsible for the package you buy from us as set out above and for anything we do negligently. We do not exclude or limit our liability for death or personal injury caused by negligence, for fraud, for breach of your statutory rights, or for anything else that cannot be limited by law. Subject to that, we are not liable for losses that were not foreseeable, for losses caused by you giving inaccurate information, or for delays caused by manufacturer lead times or events outside our reasonable control. Where a delay or issue is caused by the engineer's performance, we will work with the engineer to resolve it as part of our responsibility to you.

If something goes wrong, contact us at hello@norvera.co.uk or +44 7700 141228. We acknowledge complaints within 2 business days and aim to give a full written response within 14 days. If we cannot resolve it, you may refer the matter to an approved alternative dispute resolution provider, and you can also use the Government's Online Dispute Resolution platform. See our Complaints page for the full process.

These terms are governed by the law of England and Wales, whose courts have jurisdiction, except that consumers in Scotland or Northern Ireland may bring proceedings in their local courts.

We may update these terms. The version in force is the one published when you place your order. CSS International Ltd trading as Norvera, 85 Great Portland Street, First Floor, London, W1W 7LT, company number 16110027.