Warranties and commercial questions 2018-07-09T15:26:39+00:00

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COMMERCIAL QUESTIONS DEGXEL HEATERS

Where do we deliver our radiators?

DEGXEL radiators are manufactured exclusively in Germany and Austria (depending on the model). We deliver all over Europe. Add the radiator to the cart then select your country of delivery, the shipping costs will adjust automatically. If your country does not appear on the list, contact our Customer service to get you in touch with the official representative in your country.

What is the delivery time?

Our delivery times vary depending on the model of radiators. However, in all cases it is less than 3 weeks (between 2 and 2.5 weeks in general). This deadline is clearly indicated on each product sheet.

What modes of payment are available?

Our latest e-commerce web site has all the necessary security to ensure 100% secure online ordering (SSL certificate https: //). We offer traditional payment methods (CB, Check, PayPal, Wire Transfer). We do not offer any easy payment plan neither any payment on delivery.

You can use bank transfer. For credit card payments, for your safety, we work with the CYBERPLUS 3D SECURE system of the Banque populaire. Also, during your claim, your bank will send an authentication code (SMS, other) which you will be asked for to validate the payment. This corresponds to a standard procedure specific to the Banque Populaire.

Upon confirmation of your payment by our team, you will receive an email confirming your order within a day (or the next working day) containing a reminder of the delivery time (indicated on the product sheets). If you notice a mistake (delivery address) please let us know immediately. Your order is transmitted to our factories, it is not changeable after 24h.

What are the delivery fees?

Our radiators are shipped to mainland UK for free. For other countries, please contact our customer service. We will suggest you contact the representative of the country concerned, or to make an estimate for the additional transportation costs (if necessary).

How does the shipping work?

+ Shipment of the goods:

Upon dispatch of your order you receive a complete shipping notice by email.

It contains:

  • the tracking number (s) of the parcels dispatched
  • the carrier names
  • the carrier’s telephone number (including a non-surcharged number)
  • the radiator control manual
  • additional information about the reception

We invite you to make an appointment with the carrier to arrange a delivery time slot.

+ Reception of the goods:

Even the best carriers are not infallible. As for any reception of goods, it is essential to unpack the goods in the presence of the delivery person. In case of damage, we ask you to refuse the merchandise so that we can open a file of dispute with the carrier. Therefore, it no longer concerns you and we are relaunching the production of a new radiator.

+ Commissioning:

The delivery is composed of one package containing the heater and the wall/ceiling mounting system, and another separate package containing your invoice, the Degxel manual and the receiver thermostats (including the receiver thermostat management manual if purchased from our company). Please note that we do not open the thermostat packages. They also contain their own manuals. We ask you not to refer to those ones during the installation, but to use the Degxel manual (separate). As a matter of fact, these equipment’s are used in other contexts (air conditioning, etc…). We have therefore produced a simplified manual in English.

In the case of a towel-dryer rail kit, it is packaged separately.

In the event of problems, our customer service is at your disposal to give you any help needed during our opening hours.

Are there any quantitative discounts available?

Contact our Customer service (by email) with the exact product codes of your order. We will apply a quantitative coefficient, variable according to several parameters (number of radiators, finishing, size, power, etc.) before the payment of your order. The discounts are applicable starting from 3 radiators deliverable at the same address.

Do not hesitate to ask us for any quote request, quantitative or not.

Do you need help for ordering?

What’s more legitimate than being advised before your purchase. Our team of technicians performs power balances throughout the year. So, do not hesitate to ask us, whatever the nature of your project, we will be able to help you. You can also benefit, online, from our power calculator software (valid only for our low-energy radiators).

Do you want to see our heaters before purchasing?

Our business model is such that we produce our heaters in our Austrian and german factories and then deliver them throughout Europe to final customers or to installing partners. This model is the one of direct sales to individuals or professionals by privileging short circuits, i.e. by limiting as much as possible unnecessary intermediaries (wholesalers, mass distribution, etc.). Therefore, you can not see our heaters in stores.

Are you wondering why order from DEGXEL?

Here are some answers:

Our radiators are among the most efficient radiators in Europe (see the independent study of the University of Stuttgart 2016).

Are you a heating professional?

As a heating or decoration professional (validated and referenced with our company), you can benefit from professional discounts. Contact our customer service indicating your activity and your company details. A professional adviser will contact you as soon as possible.

How long are our radiators guaranteed?

Our radiators have a 5-year warranty. In all cases, the warranty period is clearly stated on the product sheet, please refer to it. The warranty period for accessories (thermostats, receivers, etc…) is 2 years. We are not manufacturer of those ones. Indeed, as indicated in the Temperature management section, our radiators are very flexible in terms of control. You can perfectly decide for a temperature management solution that you already own or choose a supplier of your choice. As for us, we offer German or French control equipment which has been proving its worth for many years.  Like all manufacturers, we exclude from the warranty any major electrical incident likely to damage or destroy any conventional electrical equipment of a dwelling or commercial dwelling (lightning, etc.). The after sale is provided by our UK team during the entire warranty periodOur rate of defective radiators is very small (<0.5%). Our radiators are designed to operate at least 20 years. Due to the separation of the control part, it is extremely easy and fast to replace a thermostat or receiver if they turn out to be defective. You should understand that there is no need to return the radiator. See why choose DEGXEL radiators.

Would you like a written estimate?

While all our rates are available online on our merchant website, you may want to have a paper estimate in due form? To this end, please email us: the concerned products codes, your full billing and delivery addresses, your phone number for the delivery. You will receive an estimate within 48 hours maximum.

See the terms and conditions of sale

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 Get in touch

For any information, do not hesitate to contact our Customer service.

+44 (0) 330 684 5144

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