US Customer Care Information

Important Delivery & Handling Information for Your Cast Iron Radiators

Every cast iron radiator we ship is built to your exact specifications and pressure-tested to ensure it is watertight and free from leaks. However, improper handling can still cause damage. To help protect your investment, we include a Customer Care Sheet with every order, and the key points are outlined below.

Delivery & Installation Scheduling

We strongly recommend that you do not schedule any plumbing or installation work until your radiators have arrived and been thoroughly inspected. While our typical turnaround time is about 14 business days, this can vary depending on demand. Please note that we cannot be held responsible for any costs associated with booking installers before your radiators are delivered or for delays that are outside of our control.

Manual Handling on Delivery

Cast iron radiators are extremely heavy. Please make sure you have enough manpower on-site to unload. The delivery driver is not permitted to assist with lifting and will only deliver curbside at the nearest safe point to your property.

  • While strapped to the pallet, radiators remain stable. Once removed, they must always be carried upright.

  • The most common cause of leaks is incorrect handling—such as dragging a radiator or lifting it horizontally without supporting the middle. This puts stress on the joints and gaskets.

  • To move safely, insert two short padded wooden lengths between the last two sections at either end to act as handles. Always carry vertically and never lift a radiator alone.

Improper handling can damage internal seals and cause leaks. For your safety, always follow OSHA manual handling guidelines when moving heavy items.

Painted Radiators

We package radiators securely, but minor cosmetic marks or scuffs can occasionally happen during transit. Every order includes a touch-up paint pot so you can quickly repair small scratches or blemishes if needed.

Polished Radiators

Our hand-polished radiators highlight the raw beauty of cast iron. Because the metal is exposed to air and moisture, polished surfaces need routine care to prevent rust:

  • Wipe polished surfaces regularly with a soft cloth lightly sprayed with WD-40 or a similar protective oil.

  • The polished finish is applied to the front, top, and sides; the rear is left unpolished since it sits against the wall and is not visible.

  • If you selected a lacquered finish, additional maintenance is not required.

Installation Guidelines

Cast iron radiators are designed for use in closed hydronic heating systems only and are not suitable for domestic hot water circuits.

After installation, the entire heating system must be flushed to remove flux and debris. If a chemical cleaner is used, flush thoroughly before adding a corrosion inhibitor.

  • We recommend high-quality water treatment products (for example, Fernox), which are tested for compatibility with our gasket materials.

  • Not all treatments are compatible; overdosing can cause problems. Always follow the manufacturer’s instructions and consider the mix of metals in your system.

  • Avoid using water softeners in your heating system, as they may negatively affect gasket performance.

⚠️ Important: Failure to follow these guidelines can void your warranty.

Wall Stay Installation

Wall stays keep radiators secure. There are two common installation methods:

Method 1: Fix the stay to the wall first, then position the radiator so the stay passes between two sections. Attach the front mounting plate.

Method 2: Insert the stay through a section gap first, secure the mounting plate to the inside rear, then trim the threaded rod to length.

Valve Installation Instructions

Overtightening is the most common cause of leaks.

  • Fit valves by tightening by hand until snug, then turn further with a 4-inch (100mm) spanner until you feel moderate resistance.

  • Avoid larger tools (such as 8-inch or 18-inch wrenches or Stilsons), which can crack threads or end caps.

  • Always use a thread sealant: we recommend LSX sealant or PTFE tape.

  • Only remove or adjust end caps if absolutely necessary, and re-tighten gently with just enough pressure to seal.

Guarantee

Provided the handling, installation, water treatment, and operation guidelines have been followed, your cast iron radiators are covered by a 10-year guarantee—and our Sovereign Range comes with a 25-year guarantee (starting from the date of delivery).

  • The guarantee does not cover damage caused by system debris, scale build-up, or leaks from joins/sections not assembled by us at the factory.

  • To keep your warranty valid, your hydronic system must be treated with a suitable inhibitor to maintain pH and eliminate dissolved oxygen.

  • For extra protection, we strongly recommend fitting a magnetic system filter (such as MagnaClean). This helps capture iron filings and debris, safeguarding both your radiators and your boiler.

Need Help?

Our experts are here to make sure your installation goes smoothly. If you have any questions about delivery, handling, or installation, call us at 212-814-6888.