Complaints Procedure
Not satisfied? Tormino takes every complaint seriously. We strive to handle your complaint quickly and correctly. Below you can read how to file a complaint and what to expect from us.
Fast Response
We confirm your complaint within 2 business days and aim for a resolution within 5 business days.
By Email
Send your complaint to support@tormino.com with your order number and a clear description.
Personal Handling
Every complaint is personally reviewed by our customer service team — no standard answers.
Independent Mediation
Not satisfied with our solution? You can engage an independent disputes committee.
How to file a complaint?
File and resolve your complaint in 4 simple steps.
File complaint
Send an email to support@tormino.com with your order number, a clear description of the complaint and any photos. The more complete your information, the faster we can help.
Confirmation received
We confirm receipt of your complaint within 2 business days by email. You will receive a reference number and the name of the agent handling your complaint.
Investigation and resolution
Our team investigates your complaint and aims for a resolution within 5 business days. For more complex complaints, we will keep you updated on progress.
Result and evaluation
You will receive a written response with the outcome of the investigation and our proposed solution. Do you disagree? You can escalate the complaint.
Not satisfied with the solution?
If you disagree with our resolution, you can submit your complaint to an independent disputes committee. The Webshop Disputes Committee (SGC) is recognized by the CCGC and mediates free of charge between consumer and webshop. Read more at www.sgc.nl.
Submit a complaint?
File a complaint
Useful links
Check our other trust pages or contact us directly.
