Your bollard is covered for 12 months

Your warranty

Applies to the Marshalls Rhino telescopic bollards we supply and fit: models RT/RD4, RT/R8 and RT/SS5, sold as our Powder-Coated, Heavy-Duty and Premium Stainless bollards.

Who gives this warranty

This warranty is given by Wentworth Protection Limited (company no. 15430644), 1 The Quadrant Center, Limes Road, Weybridge, Surrey KT13 8DH. We sold and installed your bollard, so your agreement is with us and we’re your first point of contact for anything to do with it.

Two companies stand behind us: Marshalls, who make your bollard, and Rhino Security, the specialist supplier we buy it from. Rhino handles the technical side of product claims: booking engineer visits and explaining what the engineer found.

How long it lasts

12 months from the installation date on your invoice. If you report a problem within those 12 months, it’s covered even if the visit takes place after they end.

What isn’t covered

• Damage from vehicles, impact or attempted break-ins.
• Vandalism, including glue or objects pushed into the lock.
• Misuse, such as dropping the post instead of lowering it, or forcing the key or lock.
• Faults caused by not following the care steps in this guide, such as a lock that has seized because it was never lubricated.
• Normal wear and tear, and cosmetic marks such as scratches or weathering of the finish.
• Repairs, changes or reinstallation by anyone other than Wentworth, Rhino Security or Marshalls.
• Damage from flooding, storms, ground movement or other events outside anyone’s control.

If something goes wrong

Every step, who you’ll hear from, and when. Many problems are sorted with a quick tip from us, without a visit.

1. 1

   Tell us what’s happening Wentworth

   Email contact@wentworthprotection.co.uk or call 07975 686773. Please include your name and address, your invoice number or installation date, what’s wrong, and a short video showing the problem. We aim to reply within 3 working days.

   We’ll explain how the warranty works, and that if the fault turns out not to be covered, a visit would be chargeable. You’ll always know the cost before anyone visits.

2. 2

   We take a look Wentworth

   We review your details and video. If it’s a care issue, like a stiff lock, we’ll talk you through the fix. If it’s an installation fault, we deal with it ourselves. If it looks like a product fault, we send a warranty claim and your video to Rhino Security.

3. 3

   Rhino confirms your claim Rhino Security

   Rhino emails you directly to confirm they’ve received it and to give you the expected timeframe. The email comes from a Rhino Security address, and we’re copied in.

4. 4

   Marshalls approves the claim Marshalls

   Rhino sends your claim to Marshalls, the manufacturer, for approval. This usually takes 3 to 10 working days. If Marshalls declines it at this stage, Rhino will tell you why, and you can decide whether you’d like a paid visit.

5. 5

   Rhino books the engineer Rhino Security

   Rhino contacts you to arrange a visit. When booking, they’ll confirm:

   • the engineer will check on site whether it’s a warranty fault;
   • if it isn’t, the visit is chargeable, and why that might be;
   • your zone, and what the visit would cost (see charges).
6. 6

   The engineer visits Rhino Security

   If it’s a warranty fault, the repair or replacement is free. Rhino sends the engineer’s report to Marshalls to complete the claim.

7. 7

   Only if it isn’t covered RhinoWentworth

   Rhino emails you the reasons and the charge, with us copied in. Rhino bills us, not you, because we sold and installed your bollard. We then send you an invoice for exactly the same amount.

If a visit isn’t covered

You only pay if the fault isn’t covered by the warranty, and you’ll know the price before the visit.

These are Rhino Security’s charges, passed on at cost: we make no profit on them. Rhino confirms your zone and the price when booking. Prices include VAT at 20% and are correct at October 2026.

How payment works

• Rhino invoices Wentworth, not you.
• We send you an invoice for the same amount, with Rhino’s charges shown.
• Please pay within 7 days of the invoice.

Installation faults

If the problem is with how your bollard was fitted, Rhino isn’t involved. We arrange the repair ourselves, free of charge.

Your legal rights

This warranty is in addition to your rights under the Consumer Rights Act 2015 and doesn’t reduce them. Your bollard must be of satisfactory quality, fit for purpose and as described, and our installation must be carried out with reasonable care and skill. If they aren’t, you may be entitled to a repair or replacement, or in some cases a price reduction or refund, whether or not this warranty applies.

For free, independent advice, contact Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

Looking after your bollard

Your bollard lives outside all year. A few minutes of care keeps the lock smooth and the post moving freely, and avoids the problems the warranty doesn’t cover.

Cleaning

• Use warm (not boiling) water and a mild detergent.
• Avoid harsh chemicals, bleach and abrasive pads, especially on powder-coated bollards.
• For light marks or rust on stainless steel, use a little general-purpose lubricant and a soft scourer, rubbing with the grain.

The folding lid

• Check now and then that the lid opens fully.
• Clear dirt from behind the hinge with a screwdriver or similar tool.
• Lubricate the hinge with the same spray you use on the lock.

Day to day

• Lower the post gently by hand. Dropping it bends parts over time.
• Never force the key or the post. If something feels stuck, stop and try the quick fixes below.
• Keep the area around the bollard clear so the post and lid can move freely.

Quick fixes

Try these before you contact us. If they don’t work, tell us and we’ll help.

Frozen lock

1. Warm some water in a jug (not boiling) and have a dry cloth ready.
2. Pour it over the top of the bollard, focusing on the lock.
3. Quickly wipe away the excess so it doesn’t refreeze.
4. Insert the key and gently wiggle it side to side to free any remaining ice.
5. Spray the lock with lubricant to stop it freezing again.