Warranty and care information must relate to the product actually supplied. Different door constructions, finishes, glazing and hardware may have different instructions and commercial terms. The accepted order documents and applicable product information define the agreed warranty scope; this page explains how to organize a support request.
Keep the product documents together
Retain the order reference, approved drawings, component identification, installation record and care instructions. Include any separate documents for locks, pivot hardware, operators or other supplied equipment. These records help identify the correct information when a question arises.
A general website guide is not a replacement for the care or maintenance requirements of the actual product. If instructions are missing or unclear, ask [email protected] for the applicable document before carrying out work.
Review care by component
| Component | Information to check |
|---|---|
| Coated metal surfaces | Permitted cleaning method and treatment of visible damage |
| Wood or veneer surfaces | Applicable finish care and environmental guidance |
| Glass | Cleaning instructions and relevant glazing details |
| Hardware and seals | Inspection or maintenance information for the supplied components |
| Powered garage equipment | Manufacturer instructions and qualified service requirements |
Do not assume that a cleaner or adjustment suitable for one surface or mechanism is suitable for another. Ask before using abrasive, solvent-based or otherwise uncertain treatments on an unfamiliar finish.
Prepare an identifiable support request
Send the order or quotation reference, affected door or component reference, destination and a concise description of the issue. Explain when it was first noticed and whether it arose during receipt, installation or use. Add photographs of the overall item, the affected detail and relevant labels through an agreed submission method.
If operation appears unsafe, stop using the affected equipment and obtain appropriate professional assistance. Garage door balancing mechanisms and powered systems should not be adjusted using a generic online guide.
Confirm the applicable resolution process
Coverage, exclusions, remedies, responsibilities and any reporting conditions depend on the accepted terms and applicable law. A support inquiry does not by itself establish the cause of an issue or the available remedy. Relevant records may be needed to assess the facts.
This page does not replace mandatory rights that apply to a transaction. For proposed returns, cancellations or specification changes, see returns and order changes. Contact the support team before arranging repairs, alterations or return transport that need agreement under the order terms.