If something isn't right: Complaint & return at Tormeister24
Let's be honest: things can always go wrong with technology and shipping – what matters is how you handle it. In this article, I'll show you openly how complaints, returns, and problem resolution really work at Tormeister24 – from the first email to the final solution. Clear, fair, and without any beating around the bush.
Why we speak openly about complaints
You order a garage door, opener or spare parts and the same question is always in the back of your mind: "What if it doesn't fit?" That's exactly where many people have had bad experiences with no-name shops.
The truth is: Even with us, a package can sometimes arrive damaged, a measurement might be incorrect, or a part might not fit the existing system. The difference is what happens next . In this article, I'll show you:
- how a complaint process at Tormeister24 works step by step,
- what typical cases exist – and how we solve them,
- which you can quickly check yourself without wasting time,
- and how your feedback improves our product range and our guides.
Goal: You should know exactly where you stand with us – before you place your order, not just afterwards.
Table of contents
- Advantages & Benefits: Why transparency is important in complaints
- This is how a complaint works at Tormeister24.
- Technical background: Where problems typically arise
- Self-check: What you should check before making a complaint
- Practical examples from everyday life
- Complaints lead to better service.
- Why you should handle complaints with a specialist retailer
- FAQ – Frequently Asked Questions about Complaints & Returns
- Conclusion & next steps
Advantages & Benefits: Why transparency is important in complaints
Less shopping stress
Knowing how complaints and returns work makes shopping more relaxed. Instead of "I hope it fits..." you have a clear plan of what happens in an emergency.
Less time wasted
Clear processes save you time and you stress. With photos, a dimensioned sketch, and an order number, we can decide much faster: replacement, modification, or another solution.
More security
Especially with safety-relevant parts (springs, ropes, controls), the end result must be a solution that really fits and complies with standards – not something achieved through luck.
Long-term relationship instead of one-shot sale
We don't want to charge you upfront, but rather support you long-term: gate, drive, spare parts, maintenance. A fair complaints policy is part of that – otherwise, you won't need us again.
This is how a complaint works at Tormeister24.
| Step | What you do | What we do |
|---|---|---|
| 1. Notice the problem | You find that the part doesn't fit, is damaged, or doesn't work as expected. | – |
| 2. Documentation | Photos of the problem, an overview of the gate/drive, and the order number. Briefly describe exactly what is wrong. | Based on your information, we can immediately better assess what it's about (measurements, delivery, technology, operation). |
| 3. Making contact | Email us at shop@schweighoefer-tortechnik.de or use the contact form . | A technician reviews the case and images – not just a standard call center text module. |
| 4. Analysis | If possible: please remain reachable, as we sometimes call briefly to clarify questions about the gate, installation situation or manufacturer. | We check for: wrong product, wrong variant, measurement issues, transport damage or technical defect. |
| 5. Proposed solution | You will receive a clear answer: exchange, alternative option, subsequent delivery of accessories, or return/cancellation. | We propose a technically sound solution – with information on the further procedure. |
| 6. Implementation | You decide which path you want to take, either returning the goods if necessary or accepting the replacement delivery. | We will take care of shipping, credit note or replacement delivery and document the case internally. |
Important: The better your information, the faster we can process your request. A photo of the nameplate, gate view, and a close-up is often enough to correctly classify 90% of cases.
Technical background: Where problems typically arise
1. Measurement & Order Details
A classic problem: Dimensions are unclear, manufacturer unknown, the gate dates back to the 90s, and nobody knows what components were used. That's why we have measurement sheets and guides – please use them before ordering.
2. Manufacturer blends
Hörmann garage door with external drive, old Marantec motor with new control unit, mixed rollers: many things are possible, but not everything. Your photo of the nameplate will help us enormously here.
3. Transport damage
Long panels, heavy drives, shipping companies – things can get damaged in transit. Therefore: document any damage immediately upon unpacking and report it briefly.
4. Operation & Expectations
Sometimes the "defect" turns out to be a matter of controller settings or an issue like end positions, learning cycle, or light barrier. That's exactly why we have assembly videos and a magazine .
Specialist topics: Safety first
Springs, wire ropes, industrial controls and safety technology belong in professional hands. If something isn't right, we always resolve it to ensure a safe, standards-compliant system in the end – not a makeshift solution.
Self-check: What you should check before making a complaint
Spare parts checklist
- Is the manufacturer correct (e.g., Hörmann, Novoferm, Crawford)?
- Do the dimensions roughly correspond to what is installed?
- Did you take a photo of the old part next to the new one?
Checklist for drives
- Was a learning drive/programming performed?
- Are the light barriers connected and not covered?
- Is there an error message on the display?
Checklist for goals
- Is the gate easy to move mechanically (without a motor)?
- Is there sufficient clearance between the door and ceiling as described in the documents?
- Have the panels, frames, and fittings been checked for visible damage?
If you're unsure, just send us the photos without extensive pre-filtering . It's better to provide too much information than too little – we're happy to do the sorting for you.
Practical examples from everyday life
1. Panel with a defect
The garage door panel arrived with a visible scratch. The customer immediately sent photos of the packaging and damage, along with the order number. We sorted it out with the shipping company and delivered a new panel – the damaged part was returned, case closed.
2. Wrong spring ordered
The customer ordered a spring based on intuition, and the gate wasn't working smoothly. After taking photos of the nameplate and spring specifications, it became clear: the wrong model. We found the correct model, replaced the spring – the customer only paid the difference.
3. "Drive defective" – the light barrier at the end
Message: "Drive keeps malfunctioning." After taking two pictures of the track and light barriers: reflector dirty, incorrect wiring. Brief instructions, once correctly connected – problem solved, no complaint necessary.
Thank you to all customers who send us such well-documented cases. Our next guides, videos, and product improvements often arise from precisely these complaints.
Complaints lead to better service.
What we will do specifically with your feedback
- Adjust your product range: Remove items that cause too many problems. Add better alternatives.
- Improve article texts: Add information on dimensions, variants, and restrictions.
- Guidelines supplement: If an error pattern appears frequently, it will receive its own article.
- Filming assembly videos: Typical stumbling blocks are shown step by step.
In short: complaints are annoying, sure. But they're also invaluable if you listen to them and use them to create better products and clearer communication.
Why you should handle complaints with a specialist retailer
Behind Tormeister24 is a real company
Behind the shop is Schweighöfer Tortechnik – a specialist company that not only sells gates and drives, but also installs, maintains and repairs them every day.
Technicians instead of call centers
Your complaint won't go to just anyone, but to people who know what a gate really looks like – including measurements, weight, fittings & standards.
Honest advice
If we see that a solution would be dangerous or a mess, we'll say so. We'd rather have a clean alternative than "it'll work out somehow."
Clear paths & contact
You can reach us by email, phone, or contact form . Combine that with our measurement sheets and installation videos – then you're far removed from "just anywhere on the internet".
FAQ – Frequently Asked Questions about Complaints & Returns
How do I file a complaint with Tormeister24?
The best way is by email to shop@schweighoefer-tortechnik.de or via the contact form – with order number, short description and 2-3 photos (problem area, overall view, type plate).
What is the difference between a complaint and a cancellation?
Complaint = Goods are damaged, defective, or do not match the description. Cancellation = You wish to return the goods within the statutory period, even though they are technically sound.
What happens if I measured incorrectly?
That happens. We'll see if we can help with a modification or another solution. Depending on the situation, a partial or complete replacement is possible. Important: Check the measurements beforehand using our measurement sheets.
What should I do in case of transport damage?
Please photograph any damage immediately (packaging & goods) and report it to us as soon as possible. The sooner we are informed, the easier the process with the shipping company and replacement delivery will be for you.
Who pays for return shipping?
It depends on the case: In the case of genuine errors on our part or transport damage, we will of course cover the costs. In the case of a cancellation, return shipping costs may be the responsibility of the buyer.
Will I receive help if I didn't buy from Tormeister24?
Yes, we will provide you with the best technical assistance possible. However, whether and how we can accept returns or exchanges depends on where they came from and their condition.
How quickly will I receive a replacement or a response?
We will usually get back to you within a short time. How quickly a replacement arrives depends on the product and manufacturer – but you will always receive an honest estimate from us.
Can I clarify before placing an order whether something is exchangeable in case of doubt?
Sure. Just tell us about your project beforehand. It's better to exchange two emails beforehand than to end up with a gate that doesn't fit perfectly. That's exactly what specialist retailers are for.
Problem with the gate or order? Let's resolve this properly.
If something doesn't fit, it's not the end of the world – but it does require a clear solution. Simply send us your order number, a few photos, and a brief description. We'll ensure that the gate, drive, and spare parts are compatible with your project.
Contact & Complaint Report Open measurement sheets Watch assembly videos
