Customer Service and Support
Who is GARD&ROCK and what does the brand offer?
Its patented systems are built to last, easy to install and reposition, helping you create a functional, stylish and flexible garden — just like a professional landscaper would.
Bonus: When you're not using your equipment, simply store it away!
Enjoy a clear, open garden all year long — no more visible poles or heavy parasol bases to move around.
Where can a Gard&Rock anchoring base be installed?
Soil, gravel, wooden deck, tiles, concrete slab, flat or sloped ground, poolside edge...
Your anchoring base (REF 428-001) blends discreetly into the landscape as it sits flush with the ground.
Choose the spot based on the equipment used and the sun’s position throughout the day.
Bonus: install several bases in key areas so you can easily move your equipment as the sun moves.
How do you install an anchoring base in the ground?
- If your ground is unstable or hard (deck, concrete, etc.), we recommend embedding the base in a small, invisible concrete footing. Check out our tutorials on our YouTube channel. https://www.youtube.com/@gardandrock
- If the equipment applies off-centre force (hammock post, shade sail pole, offset parasol base), we strongly recommend embedding the base for extra stability.
What are the dimensions of the sports net?
The ideal distance between the two poles is between 5.2 m and 6.6 m — but the net can also be shortened !
Thanks to the telescopic sports poles (REF 428-003), you can adjust the top of the net between 60 cm and 2 m.
Perfect for switching easily between sports like tennis, volleyball, aqua-volleyball, and badminton — for kids and adults alike.
Bonus: After the game, unclip the poles in one quick move and reuse your anchoring base to relax in the shade of a parasol!
Is my offset parasol compatible with a Gard&Rock base?
The shape or size of the mast doesn't matter — only the spacing between the screws on the mounting plate does.
It must be between 55 and 133 mm (or 77 to 188 mm if measured diagonally).
For optimal stability, choose an offset parasol with a canopy no larger than 4 x 3 meters.
Bonus: The system eliminates bulky, heavy ballast slabs. Free up floor space and easily reposition your parasol with the sun.
How do you adjust the height of a shade sail pole?
This lets you adapt the angle of your sail according to the sun’s position or the weather.
For proper water drainage when it rains, simply set each pole at a different height.
The installation adapts to your needs and maximizes shade comfort.
Bonus: Adjust the shade to match your lifestyle!
Is my shade sail compatible with your poles?
For larger surfaces (up to 20 m²), we recommend camouflage nets, which are more resistant to wind.
Make sure the fixing points at each end are secure for proper support.
Which hammock can I use with Gard&Rock poles?
Choose a single-person model designed for tension between two fixed points.
Check the ends of your hammock to ensure they attach easily to the hooks on the posts.
What is the ideal distance between two poles for a hammock?
With the angled position of the poles (REF 428-014), this corresponds to about 3 m between the upper attachment points.
This setup ensures good tension in the hammock without sagging.
For optimal comfort, use a spreader-bar hammock under 3 m long.
Bonus: You can also hang your hammock between a tree and a Gard&Rock pole!
Where can I buy Gard&Rock products?
What are the shipping costs?
They are clearly displayed before payment during checkout.
Gard&Rock is committed to offering fair and transparent delivery rates.
What should I do if I haven’t received my order?
We’ll take care of everything for you!
Do you sell spare parts or individual accessories?
All items are available individually according to your needs — feel free to contact us!
General conditions of the guarantee
The warranty applies from the date of purchase as shown on the original invoice
The warranty applies to defects already present at the date of purchase of the product and does not cover wear and tear.
The warranty does not apply to products sold at a discount.
GARD & ROCK ensures the exchange or supply of parts recognized as defective to the exclusion of all damages, labor costs, travel and transportation
Any exchange or repair does not reset the warranty period
The warranty does not apply in the event of normal wear and tear of the products
The warranty is not valid in case of disassembly of the products by persons other than GARD &ROCK
The warranty is invalid in case of use not respecting the instructions and warnings mentioned on the products' manuals
The warranty is void in case of improper use of the products
The guarantee is not valid in case of non domestic use
The warranty does not apply in the cases and specific parts mentioned for each product
Application procedure
For any warranty request, please contact us by eMail: consumerservice@gardandrock.com and send us all the elements below:
Your contact details (name, address, telephone)
GARD & ROCK reference of the product concerned
Photos of the complete product and of the defective part clearly visible
Precise description of the problem
Indication of the cause and circumstances
Scan of your original, clearly legible purchase invoice
If your file is complete and your claim is admissible, we will ask you to send us the complete product or the defective part, as well as the original and legible invoice, to the address indicated to you.
After analysis of the product or the defective part, we will propose to you, depending on the case
A repair of the product or the defective part
If not repairable, an exchange of the defective product or part.
If your request for a guarantee is not admissible, we will send you a quote for an exchange or repair, including the shipping costs to be paid before reshipment.
428-001 - Additional specific conditions
Ref 428-001: 2 year legal warranty
This warranty applies to defects already present at the date of purchase of the product and does not cover wear and tear.
This warranty does not apply to products sold at a discount.
This warranty covers serious material and manufacturing defects. During the warranty period, we will replace the product or repair it at no extra charge if the following conditions are met:
- The product may only be used in accordance with the instructions in the manual
- Unauthorised users or third parties must not attempt to repair the product unless requested by Gard&Rock
The warranty does not apply to the levelling board and the screwing bars (parts useful for the first use only)
The guarantee does not apply in case of breakage due to excessive screwing. It is therefore important to moisten and/or prepare the ground well in order to facilitate screwing.
The guarantee does not apply in the event of fixing equipment that is too heavy, too large or not suitable.
A whitish oxidation may occur on the aluminium parts. This is considered normal wear and tear over time.
428-002 - Additional specific conditions
Ref 428-002: Legal warranty of 2 years
This warranty applies to defects already present at the date of purchase of the product and does not cover wear and tear.
This warranty does not apply to products sold at a discount.
This warranty covers serious material and manufacturing defects. During the warranty period, we will replace the product or repair it at no extra charge if the following conditions are met:
- The product may only be used in accordance with the instructions in the manual
- Unauthorised users or third parties must not attempt to repair the product unless requested by Gard&Rock
The guarantee does not apply if the equipment is too heavy, too large or not adapted.
A whitish oxidation may occur on the aluminium parts. This is considered to be normal wear and tear over time.
428-003 - Additional specific conditions
Ref 428-003: Legal warranty of 2 years
This warranty applies to defects already present at the date of purchase of the product and does not cover wear and tear.
This warranty does not apply to products sold at a discount.
This warranty covers serious material and manufacturing defects. During the warranty period, we will replace the product or repair it at no extra charge if the following conditions are met:
- The product may only be used in accordance with the instructions in the manual
- Unauthorised users or third parties must not attempt to repair the product unless requested by Gard&Rock
The warranty does not apply to the storage cover and the net.
428-005 - Additional specific conditions
Ref 428-005: Legal warranty of 2 years
This warranty applies to defects already present at the date of purchase of the product and does not cover wear and tear.
This warranty does not apply to products sold at a discount.
This warranty covers serious material and manufacturing defects. During the warranty period, we will replace the product or repair it at no extra charge if the following conditions are met:
- The product may only be used in accordance with the instructions in the manual
- Unauthorised users or third parties must not attempt to repair the product unless Gard&Rock has requested it.
Examples of failures not covered by the warranty:
- Damage caused by water ingress into the electronic system. This damage is usually caused by washing or irrigation systems.
- Damage caused by improper washing
- Damage caused by lightning
- Damage caused by frost or any extreme weather conditions
- Damage caused by improper storage or handling of batteries
- Damage caused by the use of a battery that does not comply with the characteristics specified in the manual.
Batteries, LEDs and the solar receiver are considered as consumable items and therefore subject to normal wear and tear and are not covered by the warranty. However, we will ensure the availability of these spare parts.
An opaque veil may appear on the solar cell. This is normal wear and tear and is not covered by the warranty.
Do not use with used or defective batteries. These could oxidise the electronic system.
428-007 - Additional specific conditions
Ref 428-007: Legal warranty of 2 years
This warranty applies to defects already present at the date of purchase of the product and does not cover wear and tear.
This warranty does not apply to products sold at a discount.
This warranty covers serious material and manufacturing defects. During the warranty period, we will replace the product or repair it at no extra charge if the following conditions are met:
- The product may only be used in accordance with the instructions in the manual
- Unauthorised users or third parties must not attempt to repair the product unless requested by Gard&Rock
The guarantee does not apply if the equipment is too heavy, too large or not adapted.
A whitish oxidation may occur on the aluminium parts. This is considered to be normal wear and tear over time.
428-011 - Additional specific conditions
Ref 428-011: Legal warranty of 2 years
This guarantee applies to defects already present at the date of purchase of the product and does not cover wear and tear.
This guarantee does not apply to products sold at a discount.
This warranty covers serious material and manufacturing defects. During the warranty period, we will replace the product or repair it at no extra charge if the following conditions are met:
- The product may only be used in accordance with the instructions in the manual
- Unauthorised users or third parties must not attempt to repair the product unless requested by Gard&Rock
The warranty does not apply to the storage bag.
The guarantee does not apply if the shade sail is too large and too tight.
A whitish oxidation may occur on the aluminium parts. This is considered normal wear and tear over time.
428-014 - Additional specific conditions
Ref 428-014: Legal warranty of 2 years
This guarantee applies to defects already present at the date of purchase of the product and does not cover wear and tear.
This guarantee does not apply to products sold at a discount.
This warranty covers serious material and manufacturing defects. During the warranty period, we will replace the product or repair it at no extra charge if the following conditions are met:
- The product may only be used in accordance with the instructions in the manual
- Unauthorised users or third parties must not attempt to repair the product unless requested by Gard&Rock
The warranty does not apply to the storage cover.
A whitish oxidation may occur on the aluminium parts. This is considered as normal wear and tear over time.
