Refund policy

1. Scope

Dental Direct, a trading name of SUMINISTROS DENTALES ALCALÁ S.L. (Spanish tax ID B85788586), supplies products intended for dental professionals. Return conditions vary depending on the type of customer:

• Professional customers: clinics, laboratories, registered practitioners and, in general, anyone purchasing the products in the course of their business or professional activity. The right of withdrawal provided for under consumer legislation does not apply to these customers, in accordance with Article 3 of Spanish Royal Legislative Decree 1/2007. Dental Direct does, however, accept commercial returns under the conditions set out in section 5.
• Consumer customers: natural persons acting for purposes outside their trade, business, craft or profession. These customers have the right of withdrawal described in section 2.

2. Right of withdrawal (consumer customers)

The customer has 14 calendar days from receipt of the order to notify their decision to withdraw from the contract, without having to give a reason. Notification may be sent by email to info@dentaldirect.es or by using the form provided in section 7.

Once that decision has been notified, the customer has a further 14 calendar days to send the product back to Dental Direct.

Return shipping costs. Except where the return is due to a defective, incorrect or damaged product, the direct cost of return shipping is borne by the customer, in accordance with Article 108.2 of Spanish Royal Legislative Decree 1/2007. Indicative costs for each shipping zone are set out in our Shipping Policy.

Refund. Dental Direct will refund all payments received from the customer, including the standard delivery costs of the original order, within a maximum of 14 calendar days from receipt of the withdrawal notice, using the same means of payment used for the purchase. Supplementary costs arising from the customer's choice of a delivery method other than the least expensive standard delivery are not refunded. Dental Direct may withhold the refund until it has received the product or until the customer has supplied evidence of having sent it back, whichever occurs first.

In the case of partial returns, the delivery costs of the original order are not refundable, since the shipment was in fact carried out.

Condition of the product. The customer is liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning. In such cases, the amount corresponding to that depreciation will be deducted from the refund, after notifying the customer of how it has been calculated.

3. Exceptions to the right of withdrawal

In accordance with Article 103 of Spanish Royal Legislative Decree 1/2007, the right of withdrawal does not apply in the following cases:

• Sealed products which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery: sterile instruments, single-use products and consumables supplied in sealed medical packaging.
• Products made to the customer's specifications or clearly personalised.
• Products which, by their nature, have been inseparably mixed with other items after delivery.
• Software, digital content and licences that have been downloaded or activated.

4. Defective, incorrect or damaged products

If the customer receives a product that is defective, different from the one ordered or damaged in transit, Dental Direct bears all costs of collection and of replacement or refund.

The customer should report this to info@dentaldirect.es, stating the order number and the nature of the problem, and attaching photographs of the product and its packaging.

Where transit damage is visible, the customer is asked to report it within 24 hours of delivery and to record the incident on the carrier's delivery note, so that a claim can be filed with the carrier.

5. Returns by professional customers

Although the right of withdrawal does not apply, Dental Direct may accept returns due to an ordering error or a change of requirements, provided that:

• The return is requested within 14 calendar days of receipt of the order and is authorised in advance in writing by Dental Direct.
• The product has not been used and is returned complete, with its original packaging and seals intact.
• The product is not one of those excluded under section 3.

Return shipping costs are borne by the customer. The refund will cover the price of the product and will not include the delivery costs of the original order.

6. Legal guarantee of conformity

Dental Direct is liable to consumer customers for any lack of conformity that becomes apparent within three years of delivery of the product, in accordance with Spanish Royal Legislative Decree 1/2007, as amended by Royal Decree-Law 7/2021.

Unless proven otherwise, any lack of conformity that becomes apparent within two years of delivery is presumed to have existed at the time of delivery, except where that presumption is incompatible with the nature of the product or with the nature of the lack of conformity. The right to claim under the guarantee lapses five years after the lack of conformity becomes apparent.

Products are deemed to be in conformity with the contract where they match the description given by Dental Direct, are fit for the purposes for which products of the same type are ordinarily used, are fit for any special purpose required by the customer and expressly accepted by Dental Direct, and show the quality and performance that the customer may reasonably expect.

Where there is a lack of conformity, the customer is entitled to have it remedied by repair or replacement of the product and, in the cases provided for by law, to a price reduction or to termination of the contract. Repair and replacement are free of charge for the customer and include shipping costs as well as the necessary labour and materials.

The guarantee does not cover negligent or improper use of the product, or damage resulting from handling or intervention by the customer or by unauthorised third parties. To claim under the guarantee, the customer must keep the proof of purchase, invoice or delivery note.

Where it is impossible or unreasonably burdensome for the customer to contact Dental Direct, they may claim repair or replacement of the product directly from the producer.

7. Withdrawal form

Consumer customers may use the following model form, although its use is not mandatory:

To SUMINISTROS DENTALES ALCALÁ S.L., Paseo de la Estación, 1 - BJ B, 28807 Alcalá de Henares, Madrid (Spain). Email: info@dentaldirect.es

I hereby give notice that I withdraw from my contract of sale of the following goods:

Product(s): ____________________
Order number: ____________________
Date received: ____________________
Name of consumer: ____________________
Address of consumer: ____________________
Date: ____________________
Signature (only if this form is submitted on paper): ____________________

8. How to request a return

1. The customer emails info@dentaldirect.es stating the order number, the product and the reason for the return.
2. Dental Direct acknowledges the request and informs the customer of the return address and the steps to follow.
3. The customer sends the product back, suitably packaged, within the applicable time limit.
4. Once the product has been received and checked, Dental Direct processes the refund on the terms set out in this policy.

9. Complaints and dispute resolution

Dental Direct makes official complaint forms available to its customers, which can be requested at info@dentaldirect.es.

Consumer customers resident in other European Union Member States may contact the European Consumer Centres Network (ECC-Net) in relation to cross-border disputes.