Customer Service and Support
What are GARD & ROCK's origins?
Where should the anchoring bases be positioned?
On what type of ground can you install anchoring bases?
How are the anchoring bases screwed in?
How can you make sure that the anchoring base is installed perfectly upright?
Is the support strong enough to ensure the stability of the equipment to be mounted?
How are the multisport posts mounted?
How long is the net?
Which sports can I play with the multisport posts?
How should the offset parasol be mounted?
Is there a locking system between the stand of the offset parasol and the anchoring base?
Est-ce que le pied pour parasol déporté est adapté aux parasols muni d'un mât rectangulaire, ovalisé ou bien de grosses dimensions?
Et nous vous invitons à visualiser la vidéo ci-dessous pour une meilleure compréhension :
https://www.youtube.com/watch?v=82UF6b3FEds
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.
The warranty applies in metropolitan France only
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 in France only
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 in France only
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 in France only
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 in France only
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 in metropolitan France only
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 in metropolitan France only
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 in metropolitan France only
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.
