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Frequently Asked Questions

Have a question? We hope we’ve answered it for you here.

How do I use my Retractable Gate with one hand?

  1. Push and twist the knob to unlock, release
  2. Using the same hand pull the handle to extend the gate.

Check out our instructional video for one handed operation here.

I've lost the install guides that came with my gate, how do I get a new set?

You can download a printable version of the guides for your gate from our Instructions page. Just set your printer to print at 100% scale, trim and tape together to form the templates.

Why does my Retractable Gate open with just a light touch?

The gate catch mounts may be installed incorrectly. The Retractable Gate can be installed inside openings and outside of openings. These two mountings require the catch mounts to be installed in different orientations.

Review your installation to ensure the part is correct, incorrect installation can be dangerous. 

The mesh from my retractable gate is not retracting

Try fully extending your gate out to the maximum width, do not tug or pull aggressively, a consistent extension is best. Once your gate has extended to the full width slowly guide it back onto the spool letting the retracting motion pull the gate.
If this does not help, another possible solution is to loosen the screws slightly that hold the top of the gate assembly cap together.
These can sometimes be done up too tightly which compresses and restricts the movements of parts in the gate assembly.
There are 4 x screws that hold the case together, perhaps try loosening these by just half a turn.
If your gate is still having issues, please reach out to our Customer Support Team for assistance.

The handle on my Retractable Gate has broken, can I replace it?

Top Handle

Unfortunately top handles are not available as a replacement part as it is installed at point of manufacture.

Bottom Handle

Replacement handles are available for purchase from our website here.

To replace the handle, drill out the pop rivet that holds it in place. The handle should then slide off. Slide replacement handle on and fix in place with a new pop rivet or screw.

Can I get a spare part for my gate?

Spare parts are available from our website here, or if you’re unable to find the part you’re after, please reach out to our Customer Support Team for further assistance.

What extensions do I need to get to make my gate to fit?

Extensions are available in various sizes, to find the best combination for your gate try our Gate Extension Calculator.

How do I return a product?

Perma Child SafetyTM does not accept returns for ‘change-of-mind’ purchases. We cannot refund or exchange goods for change of mind or errors you made in your order. We may however, at our sole discretion, allow a return for store credit or exchange product on a case-by-case basis. You can read our Return Policy here.

What gate should I get for my opening?

To find the best fit for your home, try our Gate Selector Tool to view your options. If you have a tricky opening or awkward space, reach out to Customer Support Team for help.

What’s the difference between a pressure mounted gate and a hardware mounted gate?

Pressure mounted gates are held in place by using tension, they do not require any hardware fixings making them ideal for rentals. Hardware mounted gates are installed with fixings, making them a permanent install.

Can I mount my gate to drywall?

We do not recommend drywall installation unless suitable expandable wall fixings have been used (not included with gates). Drywall does not have the structural integrity to hold the standard fixing securely into the wall. You may like to consult with a tradesperson to find the best solution for your home.

How do I remove adhesive child locks?

The best way to ensure the clean removal of the adhesive child locks is to follow these steps:

  • First use some fishing line or dental floss to gently cut through the adhesive substrate, this should remove the bulk of the adhesive pad.
  • Then use an adhesive solvent (generally sold a hardware stores) to soften any remaining adhesive. You can then clean away gently with a cloth.

If we haven't answered your question or you’re still unsure, please reach out to us through Live Chat or submit a contact form here.