Towel Radiators | Heated Towel Rails | Towel Rails | Towel Radiator | Heated Towel Rail
For convenience we have divided our FAQ section into two groups. Our Product FAQ section addresses question about our products, installations, rules and regulations, guidance and facts. Where our General FAQ & Customer Services section based on your shopping experience, delivery, cancellation, refunds, and after-sales support in general.
Please also remember to have a look at our technical information page where you may find answers to your questions, drawings and installations guides in PDF format. If you still not sure about which product suits you most, or simply have further questions, please call us on the number above where a member of our team will be happy to help you.
A.) Product FAQ - Technical Information & Installation related questions.
- What is a towel radiator?
- What are they made of?
- Can I replace my ordinary radiator with a towel radiator?
- What is a pipe centre?
- My existing radiator is 600mm wide. Can I replace it with a 600mm wide towel radiator?
- What is BTU?
- What is my BTU requirement?
- How can I use a towel radiator?
- Which parts do I need to plumb a towel radiator to my central heating system?
- How do I install a towel radiator to my central heating system?
- Which valves do I need?
- Which parts do I need for electric only towel radiators?
- Which electric element should I buy for my radiator?
- How do I install an electric towel radiator?
- What is a dual use towel radiator?
- Which parts do I need for dual use towel radiators?
- How do I install a dual use towel radiator?
- What are bathroom zones?
- What are the technical characteristics of an electric element?
- What is the distance between the radiator and the wall?
B.) General FAQ & Customer Services - Shopping experience related questions.
- What is your return policy?
- How about delivery?
- What if I am not home to accept the delivery?
- Can I have my work place as a delivery address?
- I am local, can I come and collect from your store?
- What is your opening hours?
- How can I pay for my order?
- How secure are my details?
- What is your privacy policy?
- My order status is "Pending". what is this means?
- I have just seen your "Payment Error" page. What do these codes mean?
- Do you have trade discounts?
- Do you ship to EU, USA, Northern Ireland, Channel Islands...?
- I am based in Channel Island. Do I need to pay VAT?
- What is your guarantee policy?
A.) Product FAQ - Technical Information & Installation related questions and answers
Q1- What is a towel radiator?
Towel radiators are a certain type of radiators designed originally to dry towels both in bathrooms and kitchens. They have now become almost a standard item in every bathroom in the UK. Additionally, with the increase in the production of larger sizes towel radiators are increasingly installed in sitting and bedrooms too due to their elegant and versatile looks. << Back to Top
Q2- What are they made of?
Towel radiators are manufactured from tubes made of mild steel. They are then either coated in white paint or plated in chrome. Chromation process may also involve nickel or copper plating. << Back to Top
Q3- Can I replace my ordinary radiator with a towel radiator?
Yes it is possible to replace your conventional radiator with a towel radiator. They both work
exactly the same. Hot water enters the radiator from one side of the radiator, travel through and exits from the other side of the radiator. Most important factors when replacing your existing radiator with a towel radiator are: a) pipe centres and b) heat output. << Back to Top
Q4- What is a pipe centre?
The distance between the two pipes is called pipe centre. One of those pipes will be for hot water feed and should be connected to the radiator using a valve. The other pipe will then be connected to the other side of the radiator where the colder water will return to the system. Please note that pipe centres on all ladder type towel radiators are 50mm shorter than the actual width of the radiator itself. i.e., a 700mm wide and 800mm wide ladder type towel radiators will have 650mm and 750mm wide pipe centres
respectively. << Back to Top
Q5- My existing radiator is 600mm wide. Can I replace it with a 600mm wide towel radiator?
Yes it is possible to do so. However, please note that most conventional radiators would have their inlet points on the side of the radiator facing either side. If your existing radiator is 600mm wide, you will find that the distance between the two pipes (pipe-centre) is greater then the width of your radiator. Perhaps around 630-660mm. On the other hand, all out ladder type towel radiators have their inlet points at the bottom of the radiator facing the floor. Hence the pipe-centres should be narrower than the width of the towel radiator. << Back to Top
Q6- What is BTU?
BTU is the abbreviation for British Thermal Unit, British standard unit of energy. BTU as a heating measure is used to determine heat requirements of bathrooms, kitchens and other parts of houses. Technically, one BTU is equal to the amount of heat required to raise the temperature of one pound of liquid water by 1 degree Fahrenheit at its maximum density, which occurs at a temperature of 39.1 degrees Fahrenheit. One BTU is equal to approximately 251.9 calories or 1055 joules. << Back to Top
Q7- What is my BTU requirement?
You can use our BTU Calculator to determine the BTU required for your bathroom before you select the size of the radiator. << Back to Top
Q8- How can I use a Towel Radiator?
There are 3 ways to use a towel radiator. All our Towel Radiators
1) Can be connected to Central Heating System,
2) Used only with Electric Heating Elements, or
3) Can be used with both methods at the same time (Dual Use).<< Back to Top
Q9- Which parts do I need to plumb a towel radiator to my central heating system?
You will need the following parts for this option;
- Towel Radiator
- A Pair of Valves << Back to Top
Q10- How do I install a Towel Radiator to my central heating system?
Towel radiators are installed by using brackets and valves. Four brackets supplied as standard are used to fix the radiator onto the wall. Two entry points on the bottom of the radiator are used to connect the radiator to the pipe work. One entry point on the top is inserted with a small nut called “Air Vent/Bleed Valve” that is used to let trapped air out of the radiator. Air vent is also supplied as standard with all ladder type towel radiators. << Back to Top
Q11- Which valves do I need?
The type of valves you need depends on the type of pipe-work connection you have or will have in the room or bathroom where the installation will take place. If the pipe-work is coming out of the floor you will then need a pair of straight valves whereas if the pipe-work is coming out of the wall you will need a pair of angled valves. If the radiator is to be a dual-use one, you will then need a pair of mixed valves. Conventionally, chrome valves are for chrome radiators and white valves for white painted radiators.
Tip!: If your pipe-work is coming out of the wall and you wish to use the towel radiator as duel use, you can either purchase mixed valves or you can purchase a pair of angled valves. However with second option, you will need to offset the pipe centres slightly wider to accommodate the extra width by using angled valves on both sides. << Back to Top
Q12- Which parts do I need for Electric Only towel radiators?
You will need the following parts for this option;
- Towel Radiator
- Electric Element
- Blanking Plug << Back to Top
Q13- Which electric Element should I buy for my radiator?
The choice of electric element depends on the size of the radiator and/or the type of use required from the radiator. The heat output figures in Watts , which are stated under the picture of each product on our web site, may be referred to choose the right electric element for the right size radiator. If only summer use is required, you might then choose the electric element with the smallest heat output that is 250Watt, which would still dry towels hung on the radiator in a more cost effective way. << Back to Top
Q14- How do I install an Electric Towel Radiator?
Our electric only Towel Radiators are also wall mounted but are not connected to the central heating system. An electric element is inserted into the radiator through one of the entry points on the bottom. The second entry point on the bottom is then sealed off by a blanking. You will then need to fill the radiator with plain water using the third inlet/entry point on the top of the radiator. Please remember not to fill the radiator to the top but to leave an inch or two gap on the top for heated water to expand and move freely inside the radiator. Once the radiator is filled with water, use the air-vent/bleed valve to seal the third entry point and get a trained electrician to complete wiring. << Back to Top
Q15- What is a dual use Towel Radiator?
A dual use towel radiator is one that is powered by an electric element but also connected to the central heating system too. The main logic of having a dual use is to be able to use the towel radiator in summer when the central heating is off. << Back to Top
Q16- Which parts do I need for Dual Use towel radiators?
You will need the following parts for this option;
- Towel Radiator
- Electric Element
- T pipe
- Mixed Valves (1 straight, 1 angled valve)
Tip!: If your pipe-work is coming out of the wall and you wish to use the towel radiator as duel use, you can either purchase mixed valves or you can purchase a pair of angled valves. However with second option, you will need to offset the pipe centres slightly wider to accommodate the extra width by using angled valves on both sides. << Back to Top
Q17- How do I install a dual use towel radiator?
To install a dual use towel radiator, in addition to the radiator itself a pair of chrome/white mixed valves, a Tee pipe and a matching electric element are needed. The Tee pipe facilitates the insertion of the electric element into and connection of the valve to the radiator through the same entry points on the bottom. The other entry point on the bottom is connected to the pipe work through a valve.
- *WARNING- All electric elements must be installed and (or) wired by a trained and certified electrician.
- *WARNING- All electric towel radiators must be filled with water.
- *WARNING- All electric elements must be fully submerged in water.
- *WARNING- Electric only or duel fuel radiators must be installed on Zone 3 or an area beyond Zone 3 only. << Back to Top
Q18- What are Bathroom Zones? (Please note that this information is given as guidance only. You MUST consult a trained and certified electrician for your own safety.)
Using electrical equipment in bath or shower rooms need extra care to ensure safety. As a result IEE Wiring Regulations have identified particular zones within the bathroom to indicate what type of electrical equipment that can be installed and where. All our electric elements
are CE certified and have IPX1 rating. As a result, all towel radiators with electric elements MUST be installed on Zone 3 or an area beyond Zone 3 only.
Tip!: Green area on the image below is safe to install an electric or duel use towel radiator.
- Zone 0 The interior of the bath or shower which can hold water.
- Zone 1 The area directly above zone 0 limited vertically to 2.25m above the bottom of the bath or shower.
- Zone 2 The area beyond zones 0 and 1, 0.6m horizontally and up to 2.25m vertically. Zone 2 also included any window with a sill next to the bath.
- Zone 3 The area beyond zones 2, 2.4m horizontally and up to 2.25m vertically.
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Q19- What are the technical characteristics of an Electric Element?
All our electric elements are CE certified and have "ClassI" insulation & "IPX1" water protection. On the tip of each element there is a safety thermal fuse and a built in thermostat. Once the water temperature inside the radiator reaches 82 Celsius/180F, this thermostat will cut of power. Once the water temperature inside the radiator goes below 75 Celsius/167F, it simply comes back on again. Once the water temperature inside the radiator reaches 82 Celsius/180F, maximum surface temperature of the radiator will be 65 Celsius/149F on white series and 62 Celsius/144F on chrome series. << Back to Top
Q20- What is the distance between the radiator and the wall?
All towel radiators are supplied with 4 adjustable brackets enabling you to adjust the distance between the wall and the centre of the radiator (centre of the air vent - bleed valve) to a value between 75mm and 105mm. Please note that the actual projection from the wall to the front of the radiator is minimum 90mm and maximum 120mm. These figures only apply to FLAT radiators. You will need to add an additional 30mm to 60mm to CURVED radiators. i.e., 400mm wide curved radiator will protrude approximately 30mm further than flat models. Where a 700mm wide curved radiator will protrude approximately 60mm more than it's flat version. << Back to Top
B.) General FAQ & Customer Services - Shopping experience related questions and answers.
Q1- What is your return policy?
If you change your mind about a purchase, you can return it at any time within 30 days for a replacement of equivalent value or a credit against any item of higher value, or full refund provided that the item has never been used and returned in prime condition in its original package. Please note that some conditions apply and you should also check our "30 Days Money Guarantee" page and our terms and conditions of sale/use of site. << Back to Top
Q2- How about delivery?
Which courier to be used for individual orders depends on the size and weight of the radiator in question and the delivery address? We use BusinessPost/Fedex and UPS' Next Day Delivery Service for the majority of our deliveries. Therefore if a radiator is purchased by 13:00pm on Monday to Thursday we are able to dispatch it the same day for the customer to receive it in the next 24/48 hrs. Orders placed on Friday by 13:00PM are processed and shipped the same day to be delivered on the following Monday or Tuesday. However please note that couriers may and do experience unforeseen delays from time to time over which we have no control. Once your your is dispatched, you will receive an automatic email from our store to let you know which courier was used and the tracking number for the item(s). Please also visit our "Delivery Information" page more options. << Back to Top
Q3- What if I am not home to accept the delivery?
In most cases driver will either try your neighbors or they may leave the parcel somewhere around your house if they believe it is safe to do so. They may for example leave the parcel in the porch, behind side door, inside garage or similar locations. They may alternatively leave a card by your door and take the parcel back to your local sorting depot. You may then need to call them direct to arrange an alternative delivery date. Please note that once dispatched, it is not possible re-route and change the delivery address. << Back to Top
Q4- Can I have my work place as a delivery address?
Yes it is possible to specify an alternative delivery address to your home or billing address. As you check out on our web store, an alternative delivery address field and even an empty comments field will be available for you to complete if you wish to do so. << Back to Top
Q5- I am local, can I come and collect from your store?
Yes it is possible to come and collect from our office/warehouse in SW London. Please do call us and let us know which day and what time you would be coming round to collect. In all cases the actual purchase must be completed via web store. << Back to Top
Q6- What is your opening hours?
Our opening hours are; Mon to Fir from 09:00AM to 18:00PM << Back to Top
Q7- How can I pay for my order?
You can pay with a credit/debit card or by cheque. If you pay by cheque, we will only ship your item(s) once the cheque clears. << Back to Top
Q8- How secure are my details?
In some areas of this web site we may ask you to send us data that needs to be kept securely such as your name, address and credit card details.
The pages that ask for this kind of sensitive data should come to you through our secure server, and they will have our GeoTrust secure server logo (bottom of the page on the left). You can check you are viewing the page through our secure server by looking in your browser's address bar.
1) The address should start https://secure.towelradiator.co.uk.
2) If you are using Netscape or Internet Explorer, these browsers show a padlock icon in their status bar.
Your data is then encrypted by our secure server using a 128-bit key encryption. << Back to Top
Q9- What is your privacy policy?
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.
We will not e-mail you in the future unless you have given us your consent.
We will give you the chance to refuse any marketing email from us or from another trader in the future.
The type of information we will collect about you includes;
- Your Name
- Address
- Phone Number
- Email Address
Our web store uses a Payment Gateway to process payment and we DO NOT hold your credit card details.
We will never collect sensitive information about you without your explicit consent.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
Our web store uses a technology to track the patterns of behaviour of visitors to our site. It also uses a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. << Back to Top
Q10- My order status is "Pending". what is this means?
Please find following order status types and their meanings.
Pending: An other
has been placed and saved on our store and we are awaiting payment confirmation from our payment gateway.
Paid: A payment confirmation has been received from our payment gateway and your order is ready to be processed. Any item(s) which is in stock will be dispatched ASAP.
Shipped: Your order has been processed and all items have been dispatched
Complete: After checking with courier company, we have verified that all items have been delivered and your order is completed.
Please note that you will receive emails each time your order status changes. If your order status is changed to "Shipped" you will also receive tracking information. << Back to Top
Q11- I have just seen your "Payment Error" page. What do these codes mean?
Please find following error codes and their meanings.
AVS/CV2 Declined : Security number at the back of the card is not matching or you have entered an incorrect billing address and post code.
VPDUPLICATE TRANSACTION : You have already made the payment and clicked Submit again or refreshed payment confirmation page. Our system will not allow duplicate payments for the same amount from the same card for 180 seconds.
CARD DECLINED : This error is coming direct from issuing bank. Your card has been declined.
CARD EXPIRED : You have entered an incorrect expiry date.
CARD DETAILS TOO SHORT : You have not entered card number in full.
CARD NUMBER TOO LONG : You have entered an incorrect card number with extra digits.
CARD TYPE NOT SUPPORTED : You have tried to use a credit/debit card which we do not accept.
INVALID CARD NUMBER : You have entered an invalid card number.
ISSUE NUMBER TOO LONG : You are using a Visa, Mastercard, Delta or other type of card which do not have an issue number and yet you have entered an issue number on the filed. If your card does not have an issue number, please leave issue number filed blank. << Back to Top
Q12- Do you have trade discounts?
If you wish to purchase 5 or more towel radiators, special wholesaler or trade discounts can be arranged. Please contact us to find out your discount rate which will depend on the type, size and shape of towel radiators. << Back to Top
Q13- Do you ship to EU, USA, Northern Ireland, Channel Islands?
Yes we do ship to EU, USA, Northern Ireland and Channel Island. However by default these locations are not enabled on our web store. You can email us with your location and we will modify our web store for you to complete your purchase from anywhere in the world. Please note that delivery fees will apply to all locations other than Mainland UK. << Back to Top
Q14- I am based in Channel Island. Do I need to pay VAT?
There is no VAT for Channel Island. Once you select Channel Island as your billing and delivery address, Our system will note this and all items purchased will be 0 (zero) VAT rated. << Back to Top
Q15- What is your Guarantee policy?
All ladder type towel radiators and valves have 5 years, and all electric elements have 1 year guarantee. << Back to Top
