Frequently asked questions

Discover our FAQ: clear, quick answers to your questions about our electric radiators, connected radiators, towel warmers, and heating solutions.

Products & technologies

What radiator power should I choose based on my room's area?

A radiator's power depends on the area of your room.

For a well-insulated home, it is recommended to allow for 100 W/m².

For a poorly insulated home, choose 125 W/m² to heat the room more easily while optimizing your energy consumption.

Examples:

• A well-insulated 10 m² room: 100 W/m² × 10 m² = 1000 W
• A poorly insulated 20 m² room: 125 W/m² × 20 m² = 2500 W

These estimates are provided for guidance only and may vary depending on the home's insulation. For personalized advice, please feel free to contact us via our contact form.

What is the difference between a ceramic radiator, a cast iron radiator, and a heating-film radiator?

• Ceramic radiator: Ceramic heats up quickly and releases heat almost immediately. It is particularly suitable for bedrooms and kitchens.
• Cast iron radiator: Cast iron provides high thermal inertia. It radiates gentle, even heat, making it ideal for living areas.
• Dual-core radiator: The heating film ensures rapid heat-up and even heat distribution while optimizing energy performance.

How can I reduce my electric radiators' energy consumption?

To save energy:

• Enable window-opening detection.
• Use Eco mode when you are away or at night.
• Schedule your heating times.
• Adjust the temperature to suit your lifestyle.

The home's insulation also plays an essential role in energy consumption. Good insulation helps limit heat loss and reduce heating needs.

Do electric radiators consume a lot of electricity?

Electric radiators are not subject to energy efficiency classes.

Consumption mainly depends on the home's insulation, the desired temperature, and usage habits.

Thanks to their rapid heat-up and dry thermal inertia, our radiators continue to radiate heat even after reaching the programmed temperature, thereby limiting energy consumption.

What are the benefits of a connected radiator?

Connected radiators allow you to:

• Remote temperature control via a mobile app.
• Programming of heating time slots.
• Optimized energy consumption based on lifestyle habits.
• Precise thermal comfort management.

They therefore provide personalized comfort while helping to save energy.

How does the presence detector work?

The presence detector automatically adjusts the temperature according to room occupancy.

When no presence is detected:

• After 20 minutes: Comfort -1°C
• After 40 minutes: Comfort -2°C
• After 60 minutes: Eco mode
• After 72 hours: Frost Protection mode

When presence is detected:

The radiator automatically returns to the programmed comfort temperature.

This system improves comfort while reducing energy consumption, without false triggers caused by draughts or pets.

How do you choose a heated towel rail for your bathroom?

Several criteria must be taken into account.

Power

Choose a power rating suited to the size of your bathroom to maintain a comfortable temperature.

Heating type

• Standard fluid-free (without fan): suitable for well-insulated or low-humidity bathrooms.
• Fluid-free with fan: combines gentle heat with occasional fan operation for rapid heat-up. Ideal for poorly insulated bathrooms or winter mornings.

Features

According to your needs:

• Custom programming
• Eco mode
• Boost mode
• Window opening detection
• Built-in or remote thermostat
• App-connected functionality

For the right choice for your needs, discover our range of heated towel rails designed to combine comfort, performance, and ease of use.

Do the radiators comply with current standards?

Yes. All our radiators comply with the applicable French and European standards to ensure safety, reliability, and performance.

Installation & use

Can I install my radiator myself?

Yes, you can install your radiator yourself, provided you carefully follow the installation manual to ensure safe and compliant installation.

Our radiators are equipped with single-phase wires for direct connection in accordance with the manufacturer's instructions. A detailed installation guide is also available to guide you step by step, from preparing the connection to commissioning.

If you have any doubts about the wiring, compliance, or adherence to electrical standards, we recommend calling on a qualified electrician.

Can the radiator be plugged into a standard electrical outlet?

No, our radiators are designed for direct single-phase connection and are not equipped with a standard plug.

The connection must be made in accordance with the instructions in the installation manual and in compliance with the NFC 15-100 electrical standard.

For your assistance, a wiring diagram is supplied with the appliance.

If you have any doubts about the connection or installation compliance, we recommend consulting a qualified electrician.

Can the radiator’s power cable be extended or shortened?

No. Our radiators are equipped with an 80 cm single-phase cable that cannot be extended or shortened for safety reasons.

If installation constraints arise, we recommend calling on a qualified professional.

Are radiators and towel warmers supplied with mounting accessories?

Yes, all our radiators and towel warmers are supplied with:

• The mounting bracket
• The necessary screws and fittings
• The installation manual

All the equipment required for a compliant and safe installation is included in the package.

Can a horizontal radiator be installed vertically?

No. A radiator designed for horizontal installation must not be installed vertically, and vice versa.

Failure to follow the installation instructions may result in:

• Malfunctions
• Reduced heating performance
• Warranty cancellation

We offer different formats (horizontal, vertical or skirting board) to suit all interior configurations.

What clearances must be observed when installing a radiator?

The minimum installation distances vary depending on the model.

For precise recommendations, consult your appliance’s manual. It contains all the installation instructions and the clearances to be observed to ensure optimal operation.

The manuals are available for download in the “Documentation” section of each product page.

How do I calibrate or adjust the temperature of my radiator?

You can adjust the temperature calibration directly in your radiator’s settings by following the instructions in the user manual.

The adjustment range allows a correction between -5 °C and +5 °C.

Example:

If the actual room temperature is 18 °C while the radiator displays 20 °C, you can apply a -2 °C correction to obtain a more accurate temperature.

This function improves thermal comfort and adapts the radiator’s operation to your environment.

How does open-window detection work?

Open-window mode activates automatically when a rapid drop in room temperature is detected.

When this function is triggered, the radiator switches to Frost Protection mode to limit energy consumption and avoid unnecessarily heating a ventilated room.

The system does not automatically return to heating mode. Once the window is closed, you must reactivate heating from the thermostat to restore the desired temperature.

If necessary, you can:

• Disable the open-window function from the thermostat.
• Disable the function from the mobile app for connected models.
• Adjust the temperature sensor calibration to optimize detection.

Payments & warranties

What payment methods are accepted?

At Bestherm, several secure payment methods are available for your purchases:

• Bank card (Visa, Mastercard, American Express)
• Apple Pay
• Bank transfer
• PayPal
• Shop Pay
• Bancontact
• EPS

All transactions are secure to protect your personal and banking data.

Can I pay in installments?

For the time being, installment payments are not available.

Our teams are actively working to implement this solution to give you greater flexibility with your future purchases.

How long is the warranty on Bestherm products?

All our products come with a 2-year warranty from the date of receipt.

The warranty is extended to 3 years for:

• Plug & Play products with an interchangeable thermostat
• Towel radiators equipped with a remote control

For any warranty claim, contact our customer service team via the contact form.

How do I return a product?

You have 14 calendar days from receipt of your order to request a return.

Return procedure:

1. Submit your request via the contact form.
2. Return the product in its original packaging.
3. Include all accessories and the installation instructions.
4. Ship the package to the address provided by our customer service team.

Return shipping costs are the customer's responsibility, except in the event of an error attributable to Bestherm.

Returned products that are incomplete, used, damaged, or inadequately protected cannot be accepted.

What address should I return a product to?

Returns must be sent to the following address:

DOMETRANS
40 Route d’Ennetières
59175 Templemars
France

We recommend keeping proof of shipment until your return has been fully processed.

What should I do if my product is defective or under warranty?

If your product has a defect or is still covered by the warranty, contact our customer service team via the contact form, specifying:

• The product reference
• The reason for your request
• Any useful information that can help identify the problem encountered

Our team will do everything possible to provide you with a solution as soon as possible.

How long does it take to receive a refund after a return?

Once your return has been received and approved by our team, you will receive a confirmation email.

The refund is then issued using the payment method used when placing the order.

Depending on the banking institution and payment method chosen, the refund may take up to 10 business days.

Order tracking

How can I track my order?

You can track the progress of your order directly from your customer account.

After logging in, you can access:

• Your order status
• Delivery information
• Your purchase history

If you encounter a problem or need additional information, our customer service team remains available to assist you.

Can I cancel an order after it has been confirmed?

A confirmed order cannot be cancelled directly from your customer account.

If you wish to cancel your order, please contact our customer service team as soon as possible. Our team will review your request based on the progress of your order's preparation or shipment.

Can I reserve a product before purchasing it?

No, it is not possible to reserve products in advance.

For logistical reasons and to ensure fair stock management, each order must be placed at the time of purchase.

We recommend completing your order as soon as you are ready to ensure the availability of the product or products you want.

How can I be notified when a product is back in stock or about new products?

To stay informed about our new products, promotions and restocks, several options are available:

• Sign up for our newsletter to receive the latest news directly by email.
• Follow us on social media to discover our new products and restocks.

You will therefore be informed first about new products and products that are back in stock.

Which social media platforms can I follow Bestherm on?

Keep up with all the latest news from Bestherm on our social media:

• Instagram: https://www.instagram.com/bestherm_france
• Facebook: https://www.facebook.com/Bestherm_France

We regularly share our latest news, tips, special offers and information about product restocks there.

Shipping & delivery

What are the dispatch and delivery times?

Orders are dispatched within a maximum of 24 to 48 business hours.

Once dispatched, delivery generally takes 3 to 5 business days, depending on the destination and carrier.

For orders of more than 5 items, delivery is carried out by a carrier by appointment to ensure the best possible delivery conditions.

Is international delivery available?

Yes, we deliver to several European countries.

Free delivery to:

• Germany
• Austria
• Belgium
• Spain
• Mainland France
• Italy
• Luxembourg
• Netherlands
• Portugal

Delivery surcharge:

• Corsica: +€25 per item

How can I track my order after dispatch?

As soon as your order is dispatched, you will automatically receive an email containing a tracking link.

This link allows you to view the progress of your delivery and the different stages of your parcel’s journey in real time.

Can I change my address or delivery date after dispatch?

Yes. Once your parcel has been collected by the carrier, you can, depending on the available options, modify:

• The delivery address
• The delivery date

These changes can be made directly via the tracking link received by email.

Can I have my parcel delivered to a pickup point?

Yes, once the parcel has arrived at the carrier’s delivery depot, it is generally possible to request redirection to a pickup point directly via the tracking link.

Please note, however, that some bulky or oversized products may not be eligible for this option.

How are bulky orders delivered?

For orders containing more than 5 items, delivery is carried out by the GEODIS carrier by appointment.

This arrangement ensures secure delivery adapted to the size of the order.

Customer service & support

How can I contact Bestherm customer service?

Since 2023, Bestherm has been certified Service France Garanti, recognition of our commitment to providing high-quality customer service based entirely in France.

You can contact our customer service team via:

• The contact form
• Email: service.clients@hom-y.fr
• Telephone: 03 20 47 05 37

Our team is available Monday to Friday, from 9 a.m. to 5 p.m.

Why haven’t I received all my parcels?

As our products are bulky, shipments are handled according to the following principle: 1 item = 1 parcel.

Your parcels may therefore be delivered at different times.

We invite you to check the tracking of each parcel to find out its delivery status.

If one or more parcels appear to be missing, contact our customer service team via the contact form and provide your order number.

Our teams will do everything possible to provide you with a solution quickly.

What should I do if my parcel is lost?

Before taking any action, check the status of your delivery using the tracking link received by email when your order was shipped.

If the tracking information seems inconsistent or you are unsure of the location of your parcel, contact our customer service team via the contact form.

Your request will be forwarded to our logistics department, which will contact the carrier to identify the situation and provide you with a solution as quickly as possible.

What should I do in the event of a delivery delay?

If your order has not been delivered within the announced timeframe:

1. Check the delivery tracking using the link received by email.
2. Check any information provided by the carrier.
3. If the delay persists, contact our customer service team via the contact form or by phone.

Our team will help you identify the cause of the delay and find the most suitable solution.

What should I do if my parcel or product is damaged upon delivery?

Upon receiving your order, it is essential to check the condition of the parcels and products in the presence of the delivery driver.

In the event of an apparent issue (damaged, opened, or re-taped parcel, broken or missing product), you must note precise reservations on the delivery note.

In particular, indicate:

• The missing or damaged products
• The condition of the parcel (opened, crushed, damaged, re-taped)
• A detailed description of the damage observed

You then have 48 hours after receipt to submit your claim to our customer service team, along with supporting documents (photos, documents, etc.).

Important: after this 48-hour period, and in the absence of reservations made upon delivery, the products will be considered compliant and free from any apparent defect. No claim can then be taken into account.

How do I report a missing, damaged, or non-compliant product?

If you notice a problem upon receiving your order, promptly contact our customer service team and include:

• Your order number
• Photos of the parcel and the product concerned
• A detailed description of the issue observed

This information will enable our teams to process your request as quickly as possible and offer you a suitable solution.