FREQUENTLY ASKED QUESTIONS
Discover our FAQ: clear and 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 size?
The power of a radiator depends on the size of your room.
For a well-insulated home, it is recommended to plan for 100 W/m².
For a poorly insulated home, opt for 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 given as a guideline and may vary depending on the home's insulation. For personalized advice, feel free to contact us via our contact form.
What is the difference between a ceramic, cast iron, and heating film radiator?
- Ceramic radiator: Ceramic heats up quickly and releases heat almost immediately. It is especially suitable for bedrooms and kitchens.
- Cast iron radiator: Cast iron offers high thermal inertia. It emits gentle, even heat, ideal for living rooms.
- Double heating core radiator: The heating film ensures rapid temperature rise and even heat distribution while optimizing energy performance.
How can I reduce the consumption of my electric radiators?
To save energy:
- Activate window opening detection.
- Use Eco mode during absences or at night.
- Schedule your heating times.
- Adjust the temperature to your lifestyle.
The insulation of the home also plays a crucial 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 classes.
Consumption mainly depends on the insulation of the home, the desired temperature, and usage habits.
Thanks to their rapid heating and dry inertia, our radiators continue to emit heat even after reaching the programmed temperature, thus limiting energy consumption.
What are the benefits of a connected radiator?
Connected radiators allow:
- Remote temperature control via a mobile app.
- Programming of heating time slots.
- Optimized energy consumption according to lifestyle habits.
- Precise thermal comfort management.
They provide personalized comfort while promoting energy savings.
How does the presence detector work?
The presence detector automatically adjusts the temperature based on room occupancy.
When absent:
- After 20 minutes: Comfort -1 °C
- After 40 minutes: Comfort -2 °C
- After 60 minutes: Eco mode
- After 72 hours: Frost protection mode
When present:
The heater automatically returns to the programmed comfort temperature.
This system improves comfort while reducing energy consumption, without unwanted activation caused by drafts or pets.
How to choose a towel warmer for your bathroom?
Several criteria must be considered.
Power
Choose a power level suited to your bathroom size to maintain a comfortable temperature.
Type of heating
- Standard fluid-free (without fan): suitable for well-insulated or low-humidity bathrooms.
- Fluid-free with fan: combines gentle heat and occasional fan for quick temperature rise. 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
- Connected feature via mobile app
For a choice tailored to your needs, discover our range of towel warmers designed to combine comfort, performance, and ease of use.
Are the heaters compliant with current standards?
Yes. All our heaters comply with applicable French and European standards to ensure safety, reliability, and performance.
Installation & use
Can I install my heater myself?
Yes, you can install your heater yourself, provided you carefully follow the installation manual to ensure a safe and compliant setup.
Our heaters are equipped with single-phase wires for direct connection according to the manufacturer's instructions. A detailed installation guide is also available to assist you step by step, from preparing the connection to commissioning.
If you have any doubts about wiring, compliance, or electrical standards, we recommend consulting a qualified electrician.
Can the heater 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 according to the installation manual instructions and in compliance with the NFC 15-100 electrical standard.
To assist you, a wiring diagram is provided with the device.
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 come with an 80 cm single-phase cable that cannot be extended or shortened for safety reasons.
If installation constraints arise, we recommend consulting a qualified professional.
Are radiators and towel warmers delivered with mounting accessories?
Yes, all our radiators and towel warmers come with:
- The mounting bracket
- The required screws
- The installation manual
All necessary equipment for a proper and safe installation is included in the package.
Can a horizontal radiator be installed vertically?
No. A radiator designed for horizontal installation should not be installed vertically, and vice versa.
Failure to follow installation instructions may result in:
- Malfunctions
- Reduced heating performance
- Warranty cancellation
We offer different formats (horizontal, vertical, or baseboard) to suit all interior configurations.
What distances should be respected when installing a radiator?
Minimum installation distances vary depending on the model.
For precise recommendations, consult your device’s manual. You will find all installation instructions as well as the spacing requirements 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 from your radiator’s settings by following the instructions in the user manual.
The adjustment range allows for a correction between -5 °C and +5 °C.
Example:
If the actual room temperature is 18 °C while the radiator shows 20 °C, you can apply a correction of -2 °C to get a more accurate temperature.
This feature helps improve thermal comfort and adapts the radiator’s operation to your environment.
How does open window detection work?
The open window mode activates automatically when a rapid temperature drop is detected in the room.
When this function is triggered, the radiator switches to Frost Protection mode to limit energy consumption and avoid heating a ventilated room unnecessarily.
The return to heating mode does not happen automatically. 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 & Guarantees
What payment methods are accepted?
At Bestherm, several secure payment methods are available to pay for your purchases:
- Credit card (Visa, Mastercard, American Express)
- Apple Pay
- Bank transfer
- PayPal
- Shop Pay
All transactions are secured to ensure the protection of your personal and banking data.
Can I pay in installments?
For now, payment in installments is not available.
Our teams are actively working to implement this solution to offer you more flexibility for your future purchases.
What is the warranty period for 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 interchangeable thermostat
- Towel warmers equipped with a remote control
For any warranty claim, contact our customer service via the contact form.
How do I return a product?
You have 14 calendar days from the receipt of your order to request a return.
Return procedure:
- Submit your request via the contact form.
- Return the product in its original packaging.
- Include all accessories and the installation manual.
- Ship the package to the address provided by our customer service.
Return shipping costs are the responsibility of the customer, except in cases of error attributable to Bestherm.
Returned products that are incomplete, used, damaged, or insufficiently protected cannot be accepted.
To which address should I return a product?
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 is fully processed.
What should I do if my product is defective or under warranty?
If your product is defective or still under warranty, contact our customer service via the contact form specifying:
- The product reference
- The reason for your request
- Any useful information to identify the problem encountered
Our teams will do everything possible to provide you with a solution as quickly as possible.
How long does it take to get a refund after a return?
Once your return is received and validated by our teams, you will receive a confirmation email.
The refund is then processed according to the payment method used during the order.
Depending on the banks and the payment method chosen, the refund period can 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 have access to:
- Your order status
- Delivery information
- Your purchase history
If you encounter any difficulties or need additional information, our customer service is at your disposal.
Can I cancel an order after it has been confirmed?
An order that has been confirmed cannot be canceled directly from your customer account.
If you wish to cancel your order, please contact our customer service as soon as possible. Our teams will review your request depending on the progress of the preparation or shipment of your order.
Is it possible to 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 finalizing your order as soon as you are ready to ensure the availability of the desired product(s).
How can I be informed about a product restock or new arrivals?
To stay informed about our new products, promotions, and restocks, several options are available to you:
- 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.
This way, you will be the first to know about new products and items back in stock.
On which social networks can I follow Bestherm?
Find all the latest news from Bestherm on our social networks:
- Instagram: @Bestherm_France
- Facebook: Bestherm_France
We regularly share our new products, tips, special offers, and information about product restocks.
Shipping & delivery
What are the shipping and delivery times?
Orders are shipped within 48 business hours.
Once shipped, delivery usually takes 3 to 5 business days depending on the destination and carrier.
For orders of more than 5 items, delivery is made by carrier by appointment to ensure receipt under the best 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:
- Poland: +€10 per item
- Czech Republic: +€10 per item
- Corsica: +€25 per item
How can I track my order after shipment?
As soon as your order is shipped, you automatically receive an email containing a tracking link.
This link allows you to check in real time the progress of your delivery and the different stages of your package’s transit.
Can I change my address or delivery date after shipment?
Yes. Once your package is taken in charge by the carrier, you can, depending on available options, modify:
- The delivery address
- The delivery date
These changes can be made directly from the tracking link received by email.
Can I have my package delivered to a pickup point?
Yes, once the package has arrived at the carrier’s delivery agency, it is generally possible to request a redirection to a pickup point directly from the tracking link.
Please note, however, that some bulky or oversized products may not be eligible for this option.
How does delivery of bulky orders work?
For orders with more than 5 items, delivery is made by the GEODIS carrier by appointment.
This organization ensures secure delivery adapted to the volume of the order.
Customer service & support
How to contact Bestherm customer service?
Since 2023, Bestherm has been certified Service France Garanti, a recognition that reflects our commitment to providing quality customer service, entirely based in France.
You can contact our customer service via:
- The contact form
- Email: service.clients@hom-y.fr
- Phone: 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 packages?
As our products are bulky, shipments are made according to the principle: 1 item = 1 package
It is therefore possible that your packages will be delivered at different times.
We invite you to check the tracking of each package to know their delivery status.
If one or more packages appear to be missing, contact our customer service via the contact form, indicating your order number.
Our teams will do everything possible to provide you with a quick solution.
What to do if my package is lost?
Before taking any action, check the status of your delivery using the tracking link received by email upon shipment.
If the tracking information seems inconsistent or if you have doubts about the location of your package, contact our customer service 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 soon as possible.
What to do in case of delivery delay?
If your order has not been delivered within the announced timeframe:
- Check the delivery tracking using the link received by email.
- Check any information provided by the carrier.
- If the delay persists, contact our customer service via the contact form or by phone.
Our team will assist you in identifying the cause of the delay and finding the most suitable solution.
What to do if my package or product is damaged upon delivery?
When receiving your order, it is essential to check the condition of the packages and products in the presence of the delivery person.
In case of an apparent anomaly (damaged, opened, re-taped package, broken or missing product), you must write precise reservations on the delivery note.
Please specify in particular:
- Missing or damaged products
- The condition of the package (opened, crushed, damaged, re-taped)
- A detailed description of the observed damages
You then have 48 hours after receipt to send your claim to our customer service, accompanied by supporting documents (photos, documents, etc.).
Important: after this 48-hour period, and in the absence of any reservations made at the time of delivery, the products will be considered compliant and free of any apparent defects. No claims will then be accepted.
How to report a missing, broken, or non-compliant product?
If you notice a problem upon receiving your order, quickly contact our customer service by attaching:
- Your order number
- Photos of the package and the product concerned
- A detailed description of the observed issue
This information will allow our teams to process your request as quickly as possible and offer you an appropriate solution.
Any other questions?
We are at your disposal for any further information!
Our customer service team is available Monday to Friday, 9am to 5pm.
Average response time: 24 working hours