Customer Services

Our Customer Service team is here to help our distributors, retailers and end users with any queries relating to our products and service. The team have a wide knowledge of production, retail, industry and recreational use of our products. We have completed LOLER thorough examination course and assessment to provide advice and inspect returned products. We pride ourselves by answering any enquiry quickly and concisely.

Our goal is to help you with any queries relating to product, sales, delivery, use, repair, service, inspection and warranty.

If you have any questions/queries about a DMM product or wish to talk to the Customer Services team please email us at cs@dmmwales.com or call +44 (0) 1286 872 222.

We take great pride in our products and strive to produce impeccable goods. However, if a product does not perform to your satisfaction please email cs@dmmwales.com with the following:

  • A brief explanation
  • Serial number of the product
  • Date and place of purchase (with a copy of the receipt if possible)
  • Pictures of the product (no more than 8mb)
  • Your preferred email, address and telephone number
We will reply with the appropriate course of action.

Regular inspection and servicing of your kit is essential as this will highlight any possible problems (see the product user instruction leaflet for more information). In the event of finding a fault, damage, or if you are unsure about a product you should stop using it immediately and contact us at cs@dmmwales.com.

Full details about inspection and maintenance of all DMM products are included in the user instructions supplied with every product, copies can be found on the relevant product pages on our website. We highly recommend that our customers read these instructions and adhere to the recommendations set out in them.

Returns

When goods are returned to us we will carry out a full investigation through our Quality System and inform you of the outcome. To return goods for inspection please see the Returns, Servicing & Repairs page or email us at returns@dmmwales.com for further instruction. All returned cases are individually investigated and overseen by our Group Quality Assurance Manager. We work with our worldwide Distributors and Retailers to handle this process quickly and efficiently.
 

Servicing, Repairs and Re-slinging

We offer servicing for DMM Cams, and will re-sling Torque Nuts if they pass a quality inspection. Prior to sending them to us, we ask you to inspect and assess your gear in accordance to the supplied user instructions and inspection criteria. These are also available as PDF’s on the product pages of our website. If you feel that your gear has more service to give, please see the Returns, Servicing & Repairs page for further information.

NB. We endeavour to carry out this service ASAP but during busy times this may take up to 4 weeks. Please allow plenty of time for this service and plan well in advance of your next climbing trip.

Our customer services team:
Bill Cannock: Group Quality Assurance Manager
Holly Lindop: Customer Services
 

California Proposition 65 Warning on DMM Product Packaging

In light of the legal requirements regarding California’s Proposition 65 (‘Prop 65’) statute, established in 1986, all of our packaging will carry a warning of any products containing chemicals listed in Proposition 65.

As an international company with our goods being widely sold online we cannot determine for definite whether a particular product will ultimately be sold or used in California. Therefore, DMM has taken the decision to place this warning on the packaging of all products containing Prop 65 chemicals, irrespective of whether or not they are intended to be sold in the USA.

For background, this law states that any company selling products in California must display a “clear and reasonable” warning when the product contains any of the around 1000 chemicals known to the state of California to cause cancer and/or reproductive harm. While we have no evidence that any of our products containing these chemicals will expose a consumer to harm, DMM is placing a warning pursuant to Proposition 65 on products that contain Prop 65 chemicals.

The California government states: “The fact that a product bears a Proposition 65 warning does not mean by itself that the product is unsafe.” The government explains, “You could think of Proposition 65 more as a ‘right to know’ law than a pure product safety law.” You can find more info here: https://oehha.ca.gov/proposition-65/general-info/proposition-65-plain-language

All DMM products that contain Prop 65 chemicals and that are manufactured and packaged for retail sale to consumers will have the short form Prop 65 warning attached to the product packaging. An example of this is below.

Thank you for your understanding. Please do not hesitate to get in touch if you have any further questions.