Return Policy

Returns / Exchange

If you wish to return or exchange a product, please contact our customer service team. We suggest having your Postcode/Order# number at hand before contacting our customer service team.

Our Guarantee

We offer a 14day return/exchange on all our products subject to the item being returned to Towelrads, this includes the purchasing of the wrong  radiator. When returning an item, it must be the original condition, unused and packed in the original packaging and with the included accessories. This includes, but is not limited to, wall mounts, screws, brackets. You will receive a refund within 14days of Towelrads receiving and inspecting the returned item(s).

To arrange a return/exchange you will have to contact our customer service team with the following information.

  • The item you wish to be collected
  • The reason for the collection
  • The collection address including postcode
  • Towelrads invoice number
  • Towelrads order number

Note that Towelrads has a collection charge of £25+Vat which is non-negotiable.

Damaged products

We offer up to 3 working days from delivery date for the damaged item to be reported, to make a report, please contact our Customer Service team via email or phone.

Our Customer Service team will need image proof of the damaged product and any damaged packaging, please send this via email.


Faulty products

If an item is or has become faulty before the guarantee has expired, please contact our Customer Service team. To check the guarantee on your radiator / towel rail please refer to our website or your user manual.

Towelrads may collect the damaged/faulty product depending on the condition of the item, please ask our customer service advisor for more  information regarding this.

Missing goods

If your order has been delivered incomplete or missing upon arrival, please contact our customer service departments via phone or email. Please be aware all missing items need to be within 20 days of expected delivery.

Scheduled Delivery Dates

To arrange a scheduled delivery or call off please contact our Customer Service team via email or phone.

For any other queries please contact us.

Our Customer Service Contact Info

Email – [email protected]
Phone – 01628625376 Ltd. Towelrads are entitled to change their policy at any given time without notice.

Aftercare for your Radiator.

Our guarantee is valid providing proper installation of our product has taken place and has been fitted by a qualified installer. Any damage to a radiator that is caused by the following factors invalidates the guarantee:

Poor storage prior to installation

Incorrect installation/not following installation instructions correctly

Radiators placed in incorrect environments i.e. shower cubicles, public toilets, swimming pools

Caring for your product:

  • Do not clean with abrasive chemicals or any cleaning products, as this may lead to corrosion and invalidate the warranty
  • When cleaning your towel rails, please just use a damp cloth

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