After-Sales Service & Warranty
A post that lasts ten years is no accident - it is the result of genuine after-sales support backed by a workshop that still produces the same parts.
The true cost of a barrier post is over 10 years
A barrier post bought for 50 euros from a reseller and discarded after 2 years costs more than a post bought for 120 euros from a manufacturer who maintains it for 10 years. That is why our after-sales service is not a marketing argument: it is an investment you make with us at the time of purchase.
Our after-sales commitments are set out in black and white in our general terms and conditions, applicable to all professional orders, with no hidden charges or convoluted exclusion clauses.
4 clearly defined warranties
Lifetime warranty on mechanism
If the belt-reel or locking mechanism fails on a Potelet® post, we replace it. No time limit. No age justification required.
Spare parts for 10+ years
Belts, tubes, bases, mechanisms, rings, fixings: all parts are held in stock at the workshop for at least 10 years after end of production of a range.
Direct workshop repair
Two options: send us the damaged post and we repair it in our workshop, or we ship the replacement part directly to you. Replacement is designed to be simple - no technical knowledge required. Everything happens in our workshops - no cascade referrals to a subcontractor on the other side of the world.
Upward compatibility
A belt purchased today fits a post purchased in 2015. Our mechanisms evolve but remain compatible with previous generations - you are never forced to replace everything.
Available spare parts
Complete after-sales catalogue covering current and discontinued ranges:
- ✓Complete belts2m, 3m, 5m, 7-10m by range - black, grey, blue, red
- ✓Belt-reel mechanismsFor ECO, LIMIT, MAX, MAGNETIC, FIX, SAFETY ranges
- ✓Post headsWith belt-receiver end cap or rope ring
- ✓Complete tubesBrushed stainless, chrome, matt black, white lacquered - 90cm standard
- ✓Weighted basesStandard, magnetic, screw-fix - 1cm height (wheelchair accessible)
- ✓Velvet, braided and bungee ropesStandard and bespoke lengths - catalogue colours
- ✓Rings and hooksFor rope range - chrome, brushed and gold stainless finishes
- ✓Fixing hardwareConcrete screws, wall plugs, base plates for FIX range
After-sales process in 5 steps
Remote diagnosis
You describe the problem by email with 1 or 2 photos. In 80% of cases, the affected part is identified immediately.
Quote or approval
If the part is under warranty: free coverage. Otherwise, itemised quote within 24 working hours (typically 15 to 80 euros).
Part or post despatch
For simple parts (belt, ring, fixing), we ship direct to you. For mechanisms, we collect the post.
Workshop repair
If return to workshop required: repair within 5 to 10 working days depending on part availability and complexity.
Return or replacement
If repair is not viable (rare), we replace the post brand new at the standard rate - without going through a full new order.
Warranty coverage by part
| Part | Warranty period | Coverage |
|---|---|---|
| Belt-reel mechanism | Lifetime | Free replacement |
| Patented braking system | Lifetime | Free replacement |
| Metal tube | 5 years | Free replacement (weld defect / deformation exc. impact) |
| Finish (paint, chrome) | 5 years | Workshop re-finish (adhesion defect) |
| Belt (normal wear) | 1 year | Replacement on conditions |
| Custom printing | 2 years | Workshop re-print (peeling) |
| Base and fixings | 5 years | Free replacement (material defect) |
| Impact, vandalism, theft | - | Not covered (spare part quote) |
Frequently asked questions
I bought my posts 8 years ago. Are they still under warranty?
Yes, for the mechanism. Our lifetime warranty on the belt-reel mechanism and braking system does not depend on purchase date - only proof that you are the owner (invoice or order number). For other parts, see the table above. And even outside warranty, your post is not scrap: we can send you the necessary spare parts to give it a second life rather than buying a new one.
My posts were purchased from a reseller, not directly from you. Does the warranty apply?
Yes, provided the posts are genuine Potelet® products (label inside the mechanism + logo or serial number). We cover the part even if the original invoice is not with us - this is our manufacturer's commitment, not a conditional commercial one.
How much does return shipping cost for a warranty claim?
For parts under warranty: 100% covered by us (we ship the new part to you - no return of the old part required, except where we need to analyse the defective part). For a complete post return: initial shipping cost is yours, and we provide a label at our negotiated rate (~15-25 euros depending on weight and destination). If the fault is confirmed as ours (hidden defect, material fault, warranty-covered mechanism failure), these costs are refunded in full.
Can I have a loan post while mine is being repaired?
On request, we can lend an equivalent post for the duration of the repair (return shipping at your expense). This is especially relevant for hotels and restaurants that cannot afford to remove a post from reception.
What happens if a range is discontinued?
We hold all spare parts for at least 10 years after end of production. Beyond that, if the part is still in residual stock we supply it free of charge (end-of-life policy), or we offer a compatible part from a current range. You are never left stranded.
Can I set up a maintenance or preventive maintenance contract?
Studied on a case-by-case basis. If you manage a large fleet (hotels, airports, administrations, event venues) and wish to set up regular monitoring, contact us to discuss - we will look together at what makes sense for your fleet size and usage.
A post to repair or a part to order?
Describe the problem to us (2 photos are enough) - response within 24 working hours.
Contact after-sales
