SERVICE

Overview

How can we help you?

For reliable information and advice about any of our products, please ask our trusted retailers. They will be happy to share their knowledge and expertise with you about our full range of products and services. They can help you decide on the best choices for you and your family and will also be more than happy to advise on how to use and take care of your purchases. They can also help with after-sales repairs and servicing.

frequently asked questions

If you have any questions about our products, please check the FAQ.

Faq

Frequently asked questions

Welcome to our FAQ section. Here you'll find expert answers to frequently asked questions plus a wide range of easy-to-understand information, tips and advice on many popular topics. We hope you find everything you need to know!

Results for Home equipment

Results for Home safety

  • Can I use a bed rail on a water or air mattress?

    Answer
    No. Our bed rails must not be fitted on these types of mattresses.
  • Can I use a bed rail on any type of bed?

    Answer
    Safety 1st bed rails can be used on the main bed types and sizes.
    • our bed rails can be used on beds with slatted and interior sprung bases.
    • The Safety 1st Portable Bed Rail will fit a minimum bed length of 156cm
    • Read the packaging carefully to make sure you know what type and size of bed the bed rail is suitable for before you buy it.
  • Do bed rails guarantee my child’s safety while they’re asleep?

    Answer
    No. Bed rails help reduce potential dangers, but it’s up to parents to make sure children are safe. You need to:
    • make sure the bed rail is installed correctly
    • check it regularly
    • replace it if it gets damaged or worn
    • be careful not to trap a child’s fingers or limbs when you’re locking or unlocking the bed rail
  • How do I clean the bed rail?

    Answer
    Just give it a clean with a wet duster.
  • How do I know my bed rail is safe?

    Answer
    Safety 1st bed rails are tested to standard BS7972 which guarantees safety and quality. You’ll find details on the rail, on the packaging or in the manual.
  • How do I make sure my children are safe in bed while we’re away from home?

    Answer
    Try the portable, compact Safety 1st Portable Bed Rail

    It fits most types of bed and you can take it with you when you go away with the kids.
  • I’ve been offered a second-hand bed rail. Should I use it?

    Answer
    We don’t recommend it. This is because you don’t know how the bed rail has been used in the past, and whether it has been damaged. Never use a bed rail that’s damaged or has parts missing.
  • What are bed rails for?

    Answer
    Bed rails stop your child from falling out of bed. They are useful when your child moves from a cot into a bed, which usually happens at around the age of 18 months. They are only suitable for children who can get off the bed without help.
  • Will my child be able to unlock the bed rail?

    Answer
    Our safety rails are designed to provide maximum safety for children from 18 months to 5 years, and to avoid the possibility of the child unlocking them. However, you’ll need to keep an eye on your child and make sure they don’t play with the bed rail.
  • Where should I install a bed rail on the bed?

    Answer
    Position your bed rail with one end even to your child's shoulder when they are lying down. There should always be at least a 9 inches of space between the bed rail and both the headboard and the footboard.
  • Do I need more than one bed rail?

    Answer
    Safety 1st recommends the use of two bed rails. A child's bed should never be pushed up against a wall and should be at least 9 inches away from the wall. If following these guidelines, a second bed rail can be used on the opposite side of the bed.
  • When will my child be ready for a bed without rails?

    Answer
    As soon as your child can climb in and out of their bed without difficulty, it is okay to remove the bed rail(s).  For most children, this occurs around 3 years. It is perfectly fine to keep the bed rail on, event though your child can climb in and out of bed. When you do remove the bed rail(s), place some pillows or blankets on the floor beside your child's bed to cushion any accidental falls.
  • Do all Safety 1st U-Pressure Fit Gates fit the same space?

    Answer
    We recommend that you measure your opening before you buy your safety gate.

    The U-Pressure Fit Simple Close Wood gate fits openings between 73cm and 80cm without the need for extensions. If you have an opening which is larger than 80cm, you can use the following extensions: U-Pressure Fit Extension 14cm and 28cm. The gate can be extended up to 136cm.

  • Do all Safety 1st Wall Fix safety gates fit the same space?

    Answer
    We recommend that you measure your opening before you buy your safety gate.
    The Wall Fix Extending Metal gate fits openings between 62cm and 102cm with no need for extensions.
  • Do all safety barriers have 2 pressure fit handles?

    Answer
    No. The Travel Safety Barrier's 2 pressure fit handles offer more secure installation, especially at the bottom of the barrier.
  • Do all safety gates have 3 actions to open?

    Answer
    Safety regulations require that these gates have at least 2 opening actions. 
    The Simply Pressure XL safety barrier has 3 actions to reassure parents and keep active kids safe.
  • How many Simply-close Pressure Fit 14cm extensions can i install on my safety gate?

    Answer
    Please read the safety gate instruction manual carefully (on our website or the packaging) before installing any extensions.
    Our advice is to limit the number of extensions you use or at least mix the size of the extensions.
  • How many Simply-close Pressure Fit 16cm extensions can i install on my safety gate?

    Answer
    Please read the safety gate instruction manual carefully (on our website or the packaging) before installing any gate extensions.
    Our advice is to limit the number of extensions you use or at least mix the size of the extensions.
  • How many Simply-close Pressure Fit 28cm extensions can i install on my safety gate?

    Answer
    Please read the safety gate instruction manual carefully (on our website or the packaging) before installing any extensions.
    Our advice is to limit the number of extensions you use or at least mix the size of the extensions.
  • How many Simply-close Pressure Fit 7cm extensions can i install on my safety gate?

    Answer
    Please read the safety gate instruction manual carefully (on our website or the packaging) before installing any extensions.
    Our advice is to limit the number of extensions you use or at least mix the size of the extensions.
  • How many Simply-close Pressure Fit 8cm extensions can i install on my safety gate?

    Answer
    Please read the child safety gate instruction manual carefully (on our website or the packaging) before installing any extensions.
    Our advice is to limit the number of extensions you use or at least mix the size of the extensions.
  • How soon will I need the U-Pressure Fit Simply Close Metal safety gate?

    Answer
    Install the Simply Close Metal safety gate as soon as your little one starts to crawl, usually between 6 and 24 months old.
  • Is it possible to use Modular child safety gates outdoors?

    Answer
    Yes. To help prevent rust, treat all exposed metal on the gate with a rust inhibitor. Some rusting may still occur.
  • Do all Safety 1st Gates fit the same space?

    Answer
    The Modular3 safety gate fits openings between 82cm and 226cm without need for extensions. If you have an opening larger than 226cm, you can use the 72cm Modular extension panel. The gate can then be extended up to 400cm.
    We recommend that you measure the opening before you buy your safety gate.
  • What is a safety barrier?

    Answer
    A safety barrier doesn't need to be drilled or screwed into the wall. The barrier has to be removed completely to walk through.
    They are most useful for occasional usage e.g. for grandparents or nannies who are having the kids over to stay.
    S

    Travel Safety barrier can be used without additional extensions.

  • What is a U-Pressure Fit gate?

    Answer
    U-Pressure Fit gates are the quickest and easiest to assemble and do not require drilling into the wall. The “U” shape makes the frame safer and more stable while the 4 pressure points mean the gate fits securely in the opening.
  • What is a Wall Fix Extending gate?

    Answer
    Wall Fix gates require drilling into the wall. There's no step over bar to cause a trip hazard. They are recommended more for the top of stairs but can also be used for unstable door or stairs frames.
    Wall Fix extending gates are easily adjustable and don't need extra extensions.
  • What is the safe distance between Modular child safety gates and a hearth?

    Answer
    When used as a fire surround, always place the gate a minimum of 75 cm away from the source of heat and a minimum of 90 cm from an open fire. We recommend you test your hearth or stove at maximum heat before positioning the gate. If the gate is hot to touch, move it further from the heat than the recommended minimum distance.
  • When should I start to use the safety gate U-Pressure Fit Auto Close?

    Answer
    Install the Auto Close safety gate as soon as your little one starts to crawl, usually between 6 and 24 months old.
  • When should I start to use the safety gate U-Pressure Fit Easy Close Deco?

    Answer
    Install the Easy Close Deco safety gate as soon as your little one starts to crawl, usually between 6 and 24 months old.
  • When should I start to use the Simply Pressure XL safety barrier?

    Answer
    Install the Simply Pressure XL safety barrier as soon as your little one starts to crawl, usually between 6 and 24 months old.
  • When should I start to use the Travel Safety Barrier?

    Answer
    Install the Travel Safety Barrier as soon as your little one starts to crawl, usually between 6 and 24 months old
  • When should I start to use the U-Pressure Fit Easy Close Wood safety gate?

    Answer
    Install the Easy Close Metal safety gate as soon as your little one starts to crawl, usually between 6 and 24 months old.
  • When should I start to use the U-Pressure Fit Easy Close Wood safety gate?

    Answer
    Install the Easy Close Metal safety gate as soon as your little one starts to crawl, usually between 6 and 24 months old.
  • When should I start to use the Wall Fix Metal Extending safety gate?

    Answer
    Install the Wall Fix Extending Metal safety gate as soon as your little one starts to crawl, usually between 6 and 24 months old.
  • When should I start to use the Wall Fix Extending Wood child safety gate?

    Answer
    Install the Wall Fix Extending Wood safety gate as soon as your little one starts to crawl, usually between 6 and 24 months old.
  • What is the age limit for safeguarding products?

    Answer
    There is not an exact age limit, but parents should remember that these products are only deterrents. They are not a substitute for proper adult supervision. You should discontinue use when you see that your child has become able to defeat them.
  • Should I use batteries if possible or the AC adapter?

    Answer
    You should use household electricity whenever possible to conserve the battery so you will have power when you don''t have easy access to AC outlets.
  • What can I do if my monitor is not working properly?

    Answer
    If your monitor is not working properly, please use the following suggestions: 

    • Move the receiver and/or transmitter to different areas in your room.
    • If you have any WiFi devices such as cordless phones or other monitors, unplug them from the electrical outlet.
    • Try unplugging other electronic items that are near either the transmitter or receiver.
    • Remember that anything that works on a public airwave can be a potential interference. Airwaves can shift so items that may not have caused a problem before may suddenly become a problem. Try unplugging and leaving these electronic items unplugged while you adjust your monitor to get the signal back.
  • Why can I hear my neighbors and can they hear me?

    Answer
    You are using public airways when you use an analog monitor. Sound and video may be broadcast to other receiving devices. Conversations, even from rooms near the camera may be broadcast as well. To protect your privacy always turn the monitor off when not in use.
  • Can I install a safety gate or safety barrier across a window?

    Answer
    No, you mustn’t do this. Safety gates and barriers are for stairs and doorways only.
  • Do safety gates guarantee that my child is safe in the home?

    Answer
    No. Safety gates and safety barriers help reduce potential dangers provided they’re used correctly, but it’s up to parents to make sure their children are safe. You need to:
    • read the instruction manual and make sure the gate is correctly installed 
    • check the gate regularly and replace it if it gets damaged or worn
    • be careful not to trap children’s limbs or hands when opening and closing the safety gate
  • How can I make sure other people’s homes are safe for my children when I go out with them?

    Answer
    We offer a compact portable safety gate – the Travel Safety Barrier. You can take it with you when you go out with your kids.
  • How do I clean my safety gate?

    Answer
    Just give it a wash with a sponge and mild soap.
  • How do I know the gates are safe

    Answer
    Our safety gates have been tested to EN1930 : 2011. You’ll find the details on the product or the box. You need to read any safety warnings and make sure you fit the gate correctly.
  • How do I order replacement parts and extensions?

    Answer
    Fixings kit & safety gates extensions are possible to be ordered separately. Click here. 
  • How many Easy Close Extra Tall 7cm extensions can I install on my safety gate?

    Answer
    You can use two 7cm extensions at the same time.
    Please read the safety gate instruction manual carefully (on our website or on the packaging) before installing any extensions.
  • How many safety gates do I need in stairs?

    Answer
    You might want to buy 2 safety gates – 1 for the bottom and 1 for the top of the stairs.
  • I’ve been offered a second-hand safety gate. Should I use it?

    Answer
    We don’t recommend using second-hand safety gates. This is because it’s not possible to know how the gate has been used previously and whether it has been damaged. You also can’t be sure that a second-hand gate will come with all the right parts. You should never use a safety gate that has parts missing or is damaged.
  • Parts for my safety gate are missing. What should I do?

    Answer
    We’re sorry something is missing. Please contact us
  • What are safety gates and barriers for?

    Answer
    Child safety gates help keep little ones safe by shutting off parts of your home, such as the top and bottom of the stairs. They can also help keep children out of rooms where there are things that might be dangerous to them, such as the kitchen.
  • What is a pressure fit safety gate

    Answer
    Pressure fit gates are fitted without drilling into the walls. They fit all doorways and staircases and are strong, but you need to have a doorframe or banisters that are strong enough to support the gate. 

    There are 2 types of pressure fit baby gates:

    • Simply-Close Pressure Fit Metal gates have ‘U’-shaped frame and are good for everyday use thanks to a wide walk-through section. You can buy gate extensions so your gate can fit wider spaces.
    • Barrier gates are ideal for occasional use – for example, when you’re traveling or when baby is at his grandparents’. They don’t have a walk-through section. Barriers are extendable so you don’t need gate extensions.
  • What size of safety gate do I need?

    Answer
    Before you buy your safety gate, you need to measure the space where it will go. If it’s a staircase, measure both the top and bottom of the stairs. If it’s a doorway, measure between the walls and the skirting boards for a perfect fit. You can often buy extensions for your safety gate.
  • What types of safety gates are available?

    Answer
    There are 2 types of child safety gates available: pressure fit, or pressure mounted safety gates, and fix to wall gates.

    Pressure fit gates can be fitted without drilling into walls and are ideal for rentals or occasional use. Fix to wall gates are mainly recommended for the top of staircases and for long-term use. You need to make holes in the walls and use screws to fit the gate into them.
  • What’s the best type of safety gate for the top of the stairs?

    Answer
    All our safety gates and barriers can be fitted at the top of the stairs, but we recommend using wall fix gate, as there’s less risk of tripping over the bottom bar.

    At the top of stairs, baby gate should not be positioned below the top level.
  • When should I buy a safety gate or barrier?

    Answer
    You’ll want to start using a safety gate once your baby is on the move – that’s usually at about the age of 6 months, when they reach the crawling stage. You’ll probably want to carry on using safety gates until they are at least 2 years old.
  • Where are safety gates useful?

    Answer
    Gates can help keep your child safe in several parts of the house.

    The stairs
    Putting a safety gate at the top and bottom of the stairs will help stop your child falling and hurting themselves.
    The bedroom
    At some point, your child will be able to get out of bed. If you put a safety gate across the bedroom door, they won’t be able to wander around the house at night.
    The kitchen
    A safety gate across the doorway will help make sure your child doesn’t go into the kitchen unsupervised.
    The bathroom, garage or others rooms
    Shutting off the bathroom with a safety gate will mean your child can’t get access to medicines you may keep there, or to the bath. You can also use them to close off other potentially dangerous areas, like the garage.
  • Will any Safety 1st gates or barriers fit any space?

    Answer
    No. Before you buy your gate, you need to measure the space where it will go. 

    • Simply-Close Pressure Fit Close Metal and Easy Close Deco safety gates 
    This fits openings between 73cm and 80cm without the need for extensions. If you have an opening larger than 80cm, you can buy extensions of 7cm, 14cm and 28cm and extend your gate up to 136cm with a combination of different extensions.
    • U Pressure Fit Wood safety gate 
    This fits openings between 73cm to 80.5cm and can be extended till 112cm with combination of extensions of 8cm and 16cm.
    • Wall Fix Extending Metal gate
    This is extendable and can fit openings from 62cm to 102cm.
    • Wall Fix Extending Wood
    This is extendable and can fit openings of 63cm to 104cm.
    • Simply Pressure XL
    This is extendable and can fit openings of 63cm to 104cm.
    • Travel Safety Barrier 
    This is extendable and can fit openings from 71 to 93 cm.
  • Will my child be able to open the safety gate or safety barrier himself?

    Answer
    All our barriers and child safety gates are designed so that children aged between 6 to 24 months can’t open them. For more peace of mind, some of our products have extra safety features, such as the 3-way opening action of Simply Pressure XL and Wall Fix Extending Wood, and the dual locking option on Easy Close Metal and Easy Close Deco. 

    You should stop using a safety gate or barrier when your child can climb over it.
  • Why install a Safety Gate?

    Answer
    To prevent a fall down the stairs; To keep children from “off-limit” areas (e.g. kitchen or back hallway); To define appropriate, safe play spaces (e.g. living or bedroom doorways).
  • When should I buy a Safety Gate?

    Answer
    Try to install Safety Gates BEFORE your child becomes mobile; this helps prevent  injuries and will also give you time to become accustomed to using them regularly.

Results for Warranty

  • Are rips and tears covered by the 24-month warranty?

    Answer
    Rips, tears, burns and holes caused by daily use are not covered under the terms of our warranty. However, we understand that even the best cared for product can meet with an accident. If your Safety 1st is damaged and this damage isn’t covered by our warranty, we can repair it or supply a spare part at a reasonable charge
  • Can I order spare parts for my Safety 1st?

    Answer
    If your service request is not included in the warranty, you can order spare parts through your local retailer at a reasonable charge.
  • How can I find out the status of my repair?

    Answer
    You can get the information through your retailer. When your retailer provides us with your cell phone number we can send you text messages to update you on the repair for free.
  • How do I make a request for service under the warranty?

    Answer
    Our 24-month warranty is recognized by your Safety 1st dealer/retailer and your best choice for quick service is to visit them. When you make a request for service, you must present proof of purchase, made within the 24 months before the service request.

    We will pay for shipping and return freight if your dealer/retailer approves the service request.

    Products bought from retailers or dealers who remove or change labels or identification numbers won’t be covered by the warranty. This is because we can’t ascertain the authenticity of these products.
  • How long are spare parts available for my Safety 1st?

    Answer
    A variety of spare parts is available up to 2 years after the final production date of the Safety 1st product. You can find out what spare parts are available through your retailer or from the customer care department.

    Find customer care contact details
  • How long will a spare part delivery take?

    Answer
    Our typical turnaround time is 7-14 business days, depending on the destination. In some cases we can get the spare part delivered to you sooner. In rare cases, it may take longer. You can get information on delivery times from your retailer.
  • How long will my repair take?

    Answer
    Our typical turnaround time is 2-3 business days, not including:

    • special order parts, which take 7-10 business days
    • transit time, which may vary, depending on the destination.
    In some cases we can get the repair back to you sooner. In rare cases, it may take longer.
  • I hear Safety 1st has a 24-month warranty. What do I need to do to get it?

    Answer
    Our 24-month warranty applies to every Safety 1st purchase. If you make a request for service under this warranty for defects in materials and workmanship, you must provide proof of purchase, made within the 24 months before your request.
  • Is normal wear and tear covered by the 24-month warranty?

    Answer
    We manufacture all our products to meet our excellent standards. However, regardless of how carefully you use it, or how well you care for your Safety 1st product, it will eventually begin to show age and wear. The 24-month warranty covers defects in workmanship and materials, but not normal wear and tear.
  • What do repairs cost?

    Answer
    Repairs not included in the warranty are available at a reasonable charge, but prices vary because of the cost of materials and the length of time it takes to do the repair. You can get repair rates from your retailer or the customer care department

    Find customer care contact details 

    If the repair will cost more than the standard rate you will be notified and asked for your authorization before going ahead.
  • What do spare parts cost?

    Answer
    Spare parts are available at a reasonable charge, but prices vary depending on the part. You can get prices from your retailer or from the customer care department.

    Find customer care contact details
  • What does the 24-month warranty cover?

    Answer
    Our warranty covers any manufacturing defects in materials and workmanship when the product is used in normal conditions and in accordance with our user manuals. If a Safety 1st product fails because of a manufacturing defect, it will be repaired or replaced without charge, or you will get a spare part.
  • What isn’t covered by the 24-month warranty?

    Answer
    Our 24-month warranty doesn’t cover damage caused by:

    normal wear and tear
    accidents
    abusive use
    negligence
    the consequences of failing to comply with the user manual

    Examples of normal wear and tear include wheels and fabric worn down by regular use and the natural breakdown of colors and materials over extended time and use. The warranty won’t be extended if you have a repair made.

  • Who pays for shipping?

    Answer
    In principle Safety 1st pays for shipping and return freight connected to the service request under the warranty (through your retailer). If your service request is not approved by Safety 1st you will need to pay the cost of shipping and return freight.
  • Will my Safety 1st be repaired or replaced?

    Answer
    If your Safety 1st fails because of a defect in manufacturing or workmanship, our first option will be to send you a spare part or to repair the item, both of which are free of charge within the 24-month warranty period.

    If the product can’t be repaired, or if the cost of repairing it is more than the cost of a new one, it will be replaced by another Safety 1st in the same model, or if that’s not available, by the closest model and available color.
Warranty

Warranty

Our 24-month warranty reflects our confidence in the high quality of our design, engineering, production and product performance.

We confirm that this product was manufactured in accordance with the current European safety requirements and quality standards applicable to this product, and that it is free from defects in materials and workmanship at the time of purchase.

Our 24-month warranty covers all manufacturing defects in materials and workmanship when the product is used in normal conditions and in accordance with our user manual.

To request repairs or spare parts under warranty for defects in materials and workmanship, you must present your proof of purchase. Purchase must have been made within the 24 months before the service request.

What our warranty doesn’t cover

Our 24-month warranty does not cover damage caused by:

  • normal wear and tear
  • accidents
  • abusive use
  • negligence
  • the consequences of failing to comply with the user manual

Examples of normal wear and tear include wheels and fabric worn down by regular use, and the natural breakdown of colors and materials over an extended period of time and use.

What to do if there’s a problem

If problems or defects arise, your first point of contact is your Safety 1st dealer or retailer. Our 24-month warranty is recognized by them¹.

You must present your proof of purchase, made within the 24 months before the service request. It is easiest if you get your service request pre-approved by Safety 1st Service.

In principle, we pay for shipping and return freight connected to service requests under the warranty. Damage not covered by our warranty or to products out of warranty can be handled at a reasonable fee.

This warranty is in compliance with European Directive 99/44/EG of 25 May 1999.

(1) Products purchased from retailers or dealers that remove or change labels or identification numbers are considered unauthorized. Products purchased from unauthorized retailers are also considered unauthorized. No warranty applies to these products as we cannot ascertain their authenticity.

Contact

Contact

Please use the form below to contact us. Alternatively you can reach us on Facebook or call us on +44 01284 413141

Our Customer Service Address is:

Dorel UK Customer Service Dept
Unit 1 Saxham Business Park
Bury St Edmunds
Suffolk
IP28 6RX


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