FAQ

WHAT IS YOUR RETURN POLICY?

All returns must be done under European Trade laws. If you have bougth the product as an individual and not as a company all the consumer return policies apply (14 days without any explanation, etc.). Company purchase returns are subject to warranty policies. Products must always be returned in the original undamaged box and casing. Return on own costs if not under the re-call or special warranty returns.

WHAT COUNTRIES DO YOU SELL TO?

We are selling to all EU countries excluding Spain, Andora, France, Italy and Portugal. We also deliver to Balkan countries and Turkey. The cost of delivery depends on the region. Delivery in Slovakia is free. Czechia, Hungary, Poland and Austria is in the first tarif region, the rest of EU countries + Norway and Switzerland in second and Non-EU countries are in third. Your delivery cost will be calculated at the checkout depending on weight of your order or you can contact us directly to make you a personalized deal.

ARE THERE ANY DISCOUNTS OR SPECIAL DEALS?

There are special discounts from buying 3 or more units. You can apply for our Lifetime Volume Discount Programme and accummulate greater discounts over the multiple purchases throughout more years. We also offer special discounts on pre-orders paid in full and have second-hand units (that we use as rentals) on sale from time to time.

HOW IS IT WITH SERVICE AND RE-CERTIFICATION?

All units must go for a periodic recertification. For all units manufactured after June 2020 are certified under the new Class A European certificate and has to undergo re-certification every 12months. Re-certification period for older units is 24 months until recertified to Class A. Service center is located in the UK, for details and address click here. Another Service center is due to open in Spain later in 2021 and more service centers are planned for next years throughout the EU. The turn around time for the UK center is usually 5-7 bussiness days, 7-14 in the few post-Brexit months.

 

QUICK TROUBLESHOOTING CENTER

answers to the most common questions about product behavior

LANYARD IS RETRACTING SLOWLY OR DOES NOT RETRACT COMPLETELY


1. Check the lanyard for excessive wear and fuzz 


As the lanyard wears, it can develop excess fuzz that creates friction
between the lanyard and nozzle. This friction can slow retraction and,
in some cases, may prevent the lanyard from fully retracting. Check the
condition of your lanyard and replace if excessively worn.


2. Check for internal contaminants


Excessive debris from worn lanyards and heavy chalk use may slow
retraction speed. Remove the lanyard and use a high-powered vacuum to
remove excessive buildup.
IMPORTANT: NEVER blow compressed air into the auto belay.


3. Check retraction force


Perfect Descent uses a redundant duplex spring retraction system. Test
the retraction force using these guidelines to determine if both retraction
springs are functional.


4. Check your tag line


If you notice slow or incomplete retraction when using a tag line to retract the lanyard for temporary or overnight storage, the weight of the tag line could be your problem. Perfect Descent auto belays are designed to exert minimal forces on the climber, and it doesn’t take much weight to slow retraction. ALWAYS use small diameter and lightweight tag lines.


5. Check lanyard spooling
Occasionally, the lanyard can become twisted inside the auto belay. This usually occurs when a Speed DriveTM lanyard retracts unguided back into the device. To remove any twists in the line, slowly extract the entire lanyard, and using a lightweight tag line, slowly guide the lanyard back into the fully-retracted position.

AUTO BELAY IS MAKING NOISES

1. It sounds like a tape measure spooling


It is common to hear a sound similar to a tape measure spooling when
the auto belay is retracting. This is the retraction spring coiling inside
the device and is normal.


2. One auto belay is louder than another


Perfect Descents are among the quietest auto belays. Decibel levels
emitted during use can vary from device to device and can be more or
less amplified by their position and attachment to a structure.


3. The auto belay is making a pronounced ratcheting noise


A pronounced ratcheting or grinding noise can be an indication
of internal damage or excessive wear. Stop use immediately and
quarantine the auto belay until it can be inspected by an authorized
technician. You can hear an example of a device needing immediate
attention here.

DESCENT IS CHOPPY OR FASTERTHAN NORMAL

1. Check lanyard spooling


The lanyard may have spooled improperly. Use a lightweight tag line to
fully retract the lanyard. Once retracted, pull (extract) the entire length
of lanyard from the auto belay using the tagline.


2. Check lanyard length


Using a lanyard that is considerably longer than the mounted height
of the auto belay can cause improper spooling. Make sure to mount
devices using a lanyard length that most closely matches the intended
mounting height. Avoid using long lanyards on short walls.

Follow the steps for checking lanyard spooling if descent is choppy or
faster than normal. Perform the lanyard spooling check before each
operating day on devices with persistent choppiness. This is especially important when the auto belay is mounted at heights below 5.5m (18ft).

CARABINER GATE IS NOTFUNCTIONING PROPERLY

1. Carabiner gate fails to fully close and/or lock


Inspect carabiner for deformation or other damage. Clean all loose chalk
and debris from the carabiner using a clean, damp cloth. For heavily
soiled carabiners, gently washing in warm water and a mild detergent
may be needed. Use compressed air to remove hard-to-reach debris.
Carefully lubricate the gate, hinge, swivel, and locking collar with a light
machine oil such as 3-IN-ONE or Cam-Lube.
IMPORTANT: DO NOT allow the lubricant to contact the nylon lanyard
as this may cause damage.
Activate the locking gate and swivel several times to assist lubricant
penetration. Test the gate and if still not functioning properly, replace
the lanyard.

 
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