Terms of service
This contractual document governs the purchase of products and services through the website www.dentaldirect.es, owned by SUMINISTROS DENTALES ALCALÁ S.L., hereinafter the SUPPLIER.
Acceptance of this document entails that the USER:
- Has read and understood the contents hereof.
- Is a person with sufficient capacity to enter into a contract.
- Assumes all the obligations set out herein.
These conditions are of indefinite validity and apply to all purchases made through the SUPPLIER's website.
The SUPPLIER states that the business is responsible for and familiar with the legislation in force in the countries to which it ships its products, and reserves the right to unilaterally modify these conditions, without such modification affecting goods or promotions purchased prior to it.
Identity of the contracting parties
On the one hand, the supplier of the goods or services purchased by the USER is SUMINISTROS DENTALES ALCALÁ S.L., with registered office at Paseo de la Estación, 1 - BJ B - 28807 Alcalá de Henares, MADRID (SPAIN), Spanish tax ID (N.I.F.) B85788586, registered with the Commercial Registry of Madrid, Volume 27.155, Page 20, Section 8, Sheet M-489194, Entry 1.
On the other hand, the USER, registered on the website by means of a username and password, for the use and safekeeping of which the USER is fully responsible, and who is responsible for the accuracy of the personal data provided to the SUPPLIER.
Status of the USER
The SUPPLIER markets products intended for dental professionals. For the purposes of these conditions, two categories of USER are distinguished:
a) Professional USER: clinics, laboratories, registered practitioners and, in general, anyone purchasing the products in the course of their business or professional activity. The provisions of consumer legislation do not apply to this USER, in accordance with Article 3 of Spanish Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Act for the Protection of Consumers and Users.
b) Consumer USER: a natural person acting for purposes outside their trade, business, craft or profession. The provisions of the aforementioned legislation do apply to this USER, including the right of withdrawal and the legal guarantee of conformity.
Purpose of the contract
The purpose of this contract is to govern the contractual sales relationship arising between the SUPPLIER and the USER at the moment the latter accepts the corresponding checkbox during the online ordering process.
The contractual sales relationship entails the delivery of a specific product or service in exchange for a determined price publicly displayed on the website.
Ordering procedure
In order to access the services or products offered by the SUPPLIER, the USER must register on the website by creating a user account. To that end, the USER must freely and voluntarily provide the personal data requested, which will be processed in accordance with the data protection legislation in force, Regulation (EU) 2016/679 of 27 April 2016 (GDPR) on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, as detailed in the Legal Notice and Privacy Policy of this website.
The USER will choose a username and a password, undertaking to use them diligently and not to make them available to third parties, as well as to notify the SUPPLIER of their loss or theft or of any possible access by an unauthorised third party, so that the SUPPLIER may block them immediately.
Once the user account has been created, and in accordance with the requirements of Article 27 of Spanish Act 34/2002 on Information Society Services and Electronic Commerce (LSSICE), the ordering procedure will follow the steps below:
- General contracting terms.
- Shipping of orders.
- Right of withdrawal and returns.
- Complaints and dispute resolution.
- Force majeure.
- Competence.
- General provisions regarding the offer.
- Price and validity period of the offer.
- Shipping costs.
- Payment methods, charges and discounts.
- Purchase process.
- Legal guarantee of conformity.
- Governing law and jurisdiction.
1. General contracting terms
Unless otherwise agreed in writing, placing an order with the SUPPLIER shall constitute the USER's acceptance of these legal conditions. No stipulation made by the USER may differ from those of the SUPPLIER unless it has been expressly accepted in advance and in writing by the SUPPLIER.
These Conditions, together with the Privacy Policy, the Legal Notice, the Shipping Policy and the Returns Policy of the Website, are the only conditions applicable to the use of the Website and to the purchase of products through it, and supersede any other conditions. Consequently, any USER who accesses the Website, registers and purchases products through it agrees to be bound by the Conditions and the documents referred to above as worded at the time the Website is accessed.
Any USER registering on the Website must be at least eighteen (18) years of age.
Language of the contract. The contract shall be entered into in Spanish. The Website and its legal texts may be available in other languages for information purposes and to aid comprehension. In the event of any discrepancy between the Spanish version and any translated version, the Spanish-language version shall prevail, without prejudice to any rights granted to the consumer USER by the mandatory provisions of their country of residence.
Filing of the document. The SUPPLIER will file the electronic document by which the contract is formalised. This document will remain accessible to the USER through their user account and, in any event, a copy may be requested by writing to info@dentaldirect.es. These Conditions are permanently accessible on the Website and may be stored and printed by the USER.
2. Shipping of orders
Shipments will be made in accordance with the conditions set out in the Shipping Policy, which forms an integral part of these Conditions.
3. Right of withdrawal and returns
The full return conditions, as well as the model withdrawal form, are set out in the Returns Policy, which forms an integral part of these Conditions. Its essential terms are summarised below.
3.1. Consumer USER. The consumer USER has a period of fourteen (14) calendar days from receipt of the product to notify the SUPPLIER of their decision to withdraw from the contract, without having to give a reason, in accordance with Articles 102 et seq. of Spanish Royal Legislative Decree 1/2007. Once that decision has been notified, the USER has a further fourteen (14) calendar days to send the product back.
Notification may be given by means of any unequivocal statement addressed to info@dentaldirect.es, or by using the model withdrawal form available in the Returns Policy. The SUPPLIER will acknowledge receipt of the notification and inform the USER of the procedure to follow.
Except where the return is due to a defective, incorrect or damaged product, the USER shall bear the direct cost of returning the goods, in accordance with Article 108.2 of Spanish Royal Legislative Decree 1/2007. Indicative return costs for each shipping zone are set out in the Shipping Policy.
The SUPPLIER will refund all payments received from the USER, including the standard delivery costs of the original order, within a maximum of fourteen (14) calendar days from receipt of the withdrawal notice, using the same means of payment used for the purchase. Supplementary costs arising from the choice of a delivery method other than the least expensive standard delivery will not be refunded. The SUPPLIER may withhold the refund until it has received the product or until the USER has supplied evidence of having sent it back.
The USER 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 USER of how it has been calculated.
3.2. Exceptions. In accordance with Article 103 of Spanish Royal Legislative Decree 1/2007, the right of withdrawal does not apply to:
- Sealed products which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery, including sterile instruments, single-use products and consumables supplied in sealed medical packaging.
- Products made to the USER's specifications or clearly personalised.
- Products which, by their nature, have been inseparably mixed with other items after delivery.
- Software, digital content and licences downloaded or activated through the portal.
3.3. Professional USER. The right of withdrawal does not apply to the professional USER. The SUPPLIER may nevertheless accept commercial returns under the conditions set out in the Returns Policy, with return shipping costs being borne by the USER in all cases.
4. Complaints and dispute resolution
Any complaint the USER deems appropriate will be dealt with as soon as possible and may be submitted to the following contact details:
Address: SUMINISTROS DENTALES ALCALÁ S.L., Paseo de la Estación, 1 - BJ B - 28807 Alcalá de Henares, MADRID (SPAIN).
The SUPPLIER makes an official complaint form available to customers, which may be requested by writing to info@dentaldirect.es.
Likewise, any question, suggestion or comment may be addressed to the Customer Service department by email at info@dentaldirect.es or by telephone on +34 910 46 05 45. Opening hours are Monday to Friday from 08:30 to 13:30 and from 15:30 to 20:00, and Saturdays from 9:00 to 13:00.
Alternative dispute resolution. The European Online Dispute Resolution platform (ODR platform) ceased to operate on 20 July 2025, pursuant to Regulation (EU) 2024/3228, which repealed Regulation (EU) 524/2013. Consumer USERS resident in other European Union Member States may contact the European Consumer Centres Network (ECC-Net) in relation to cross-border disputes.
5. Force majeure
In the event that, due to circumstances of force majeure, a product is unavailable after the purchase has been made, SUMINISTROS DENTALES ALCALÁ, S.L. will inform the USER by email of the total or, where applicable, partial cancellation of the order. Partial cancellation of the order does not give rise to a right to cancel the entire order, without prejudice to the exercise of the right of withdrawal available to the USER in accordance with these Conditions. SUMINISTROS DENTALES ALCALÁ, S.L. is not liable for delays in the delivery of orders, or for the impossibility of delivering them, where the cause is an event of force majeure and therefore beyond its control. Among other causes, force majeure is understood to exist in the following cases, without limitation: accidents; strikes; riots, threats or terrorist attacks; fire or explosion; weather-related causes or natural disasters such as storms, floods, earthquakes, subsidence or epidemics; problems beyond the SUPPLIER's control affecting means of transport or telecommunications systems. As far as possible, once the cause of impossibility or delay has ceased, SUMINISTROS DENTALES ALCALÁ, S.L. will do everything possible to resume its commercial activities and to fulfil its obligations and shipments.
6. Competence
The USER may not assign, transfer or convey the rights, responsibilities and obligations agreed in the sale.
If any provision of these conditions is held to be null or impossible to perform, the validity, legality and performance of the remaining provisions will not be affected in any way, nor will they be modified in any manner.
The USER declares that they have read, understand and accept these General Conditions in their entirety.
7. General provisions regarding the offer
All sales and deliveries made by the SUPPLIER are understood to be subject to these General Conditions.
No modification, alteration or agreement contrary to the Commercial Proposal of SUMINISTROS DENTALES ALCALÁ S.L. or to the provisions hereof will be effective, unless expressly agreed in writing and signed by the SUPPLIER, in which case such particular agreements will prevail. Given the continuous technical advances and product improvements, the SUPPLIER reserves the right to modify product specifications with respect to the information provided in its advertising, provided this does not affect the value of the products offered. These modifications will likewise be valid should the availability of the products offered be affected for any reason.
8. Price and validity period of the offer
The prices shown for each product do not include Value Added Tax (VAT) or any other taxes that may be applicable, as this is an offering aimed at dental professionals. The applicable tax is calculated and itemised during the purchase process, before the USER confirms the order, and is included in the total amount.
These prices, unless expressly stated otherwise, do not include shipping, handling, wrapping, shipping insurance or any other services additional or ancillary to the product or service purchased.
The thresholds above which shipping is free, set out in the Shipping Policy, are likewise calculated on the order amount excluding taxes.
The prices applicable to each product are those published on the website and are expressed in EUROS. The USER accepts that the economic valuation of some products may vary in real time.
Before making the purchase, the USER may check online all the details of the quotation: items, quantities, price, availability, shipping costs, charges, discounts, taxes and the purchase total. Prices may change daily until the order is placed. Products will be sold at the price indicated, the applicable price being that shown at the time the USER confirms the order.
Once the order has been placed, prices will be maintained whether or not the products are available.
Every payment made to the SUPPLIER entails the issuance of an invoice in the name of the registered USER or of the business name provided by them when placing the order. This invoice will be sent together with the product purchased, as well as in PDF format to the email address provided by the USER.
For any information regarding the order, the USER may contact the SUPPLIER by telephone on +34 910 46 05 45 or by email at info@dentaldirect.es.
9. Shipping costs
The shipping costs applicable to each order are those published in the Shipping Policy, which sets out the rates by destination zone, the amounts above which shipping is free and the estimated delivery times.
Shipping costs are stated exclusive of taxes and are itemised, together with the applicable tax, before the USER confirms the order.
Shipments to the Canary Islands, Ceuta and Melilla, as well as those to territories outside the customs territory of the European Union, may be subject to import duties, tariffs and customs clearance fees which are outside the SUPPLIER's control and are payable by the recipient.
Shipping costs relating to returns are governed by the provisions of section 3 of these Conditions and by the Returns Policy.
10. Payment methods, charges and discounts
The SUPPLIER does not accept cash on delivery under any circumstances. The following payment methods are available:
Credit or debit card. Payment is processed through the Shopify Payments gateway, which accepts the main credit and debit cards, as well as digital wallets and accelerated payment methods such as Apple Pay and Google Pay. Card details are entered in an encrypted environment and are not stored by the SUPPLIER.
PayPal. The USER will be directed to the PayPal website, making use of its secure payment platform, and once the payment process has been completed will be redirected back to the SUPPLIER's website. Once on PayPal, the USER may pay using a PayPal account or a card. PayPal Express Checkout is also available.
PayPal may hold an amount as a deposit or guarantee when a card purchase is attempted on its platform (usually a few cents or €1). This amount will be refunded by PayPal within approximately one month. The charging of this amount does not guarantee that the purchase has been completed.
Direct debit. The USER authorises the SUPPLIER to debit the order amount from the bank account provided, by means of the corresponding direct debit mandate. The order will be processed once the debit has been confirmed. The USER must ensure that sufficient funds are available; any costs arising from the return of the direct debit for reasons attributable to the USER will be borne by the USER.
Bank transfer. The USER will receive the SUPPLIER's bank details upon completing the order. The order will not be processed until the amount has actually been received in the SUPPLIER's account, and the order number must be stated as the transfer reference. Any charges that the USER's bank may apply for making the transfer are borne by the USER.
Local payment methods. Depending on the country of destination, the payment gateway may offer the USER additional payment methods commonly used in that country. The methods available in each case are shown to the USER at checkout.
Discounts, promotional codes and gift cards will be applied in accordance with the specific conditions of each promotion and must be entered at checkout; they cannot be applied after the order has been confirmed.
11. Purchase process
To purchase a product, the USER, who must be over eighteen (18) years of age, must select the product they wish to buy and add it to the cart. Once the selection of products has been completed, the USER must click the "Check out" icon. The products selected for purchase will then be displayed and the USER must choose from the options available for shipping the products to the address indicated and the corresponding payment method. Finally, the USER must click the "Complete purchase" icon.
Before confirming the order, the USER may review and amend the data entered and will have access to a full breakdown of the amount, including applicable taxes and shipping costs.
The data provided to the SUPPLIER through the corresponding form are identifying and enabling elements for accessing and making purchases and are personal and non-transferable.
12. Legal guarantee of conformity
The SUPPLIER is liable to the consumer USER for any lack of conformity that becomes apparent within three (3) years of delivery of the product, in accordance with Spanish Royal Legislative Decree 1/2007 of 16 November, as amended by Royal Decree-Law 7/2021 of 27 April.
Unless proven otherwise, any lack of conformity that becomes apparent within two (2) years of delivery is presumed to have existed at that time, 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 (5) 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 the SUPPLIER, are fit for the purposes for which products of the same type are ordinarily used, are fit for any special purpose required by the USER and expressly accepted by the SUPPLIER, and show the quality and performance that the USER may reasonably expect. The SUPPLIER describes the details, technical characteristics and photographs of the products on the basis of the information supplied by their manufacturer.
Where there is a lack of conformity, the USER 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 USER and include shipping costs as well as the necessary labour and materials.
Where the product is defective or incorrect, the SUPPLIER will bear the cost of collection and replacement, with the exception of any additional costs arising from the USER's choice of express delivery, in which case the USER must bear that extra cost.
To process the incident, the USER must report it to info@dentaldirect.es, stating the reason for the incident, the order number, the corresponding delivery note and photographs of the damaged or incorrect product, so that the SUPPLIER can assess the situation. Once this information has been received, the SUPPLIER will contact the USER to explain the steps to follow. Where it is not objectively possible to replace the product with another of the same kind, the SUPPLIER will refund its price.
In the case of an electronic product into which the USER has entered personal data, it is the USER's obligation to return the product free of any information, content or personal data that identifies or may identify them, including that of third parties.
To exercise the guarantee, the USER must have the proof of purchase, invoice or delivery note.
The guarantee does not cover:
a) Negligent, improper or violent use of the product.
b) Damage resulting from handling or intervention in the product by the USER or by unauthorised third parties.
The USER must at all times follow any instructions for use or installation of the products provided to them and, in case of doubt, may contact the SUPPLIER at info@dentaldirect.es for advice on the use of the product.
All products offered through the website are entirely original, unless otherwise stated in their description.
Where it is impossible or unreasonably burdensome for the USER to contact the SUPPLIER regarding a lack of conformity of the products with the contract, the USER may claim directly from the producer in order to obtain the replacement or repair of the product. Producer means the manufacturer of the product, its importer within the territory of the European Union, or any person presenting themselves as such by placing their name, trade mark or other distinctive sign on the product.
13. Governing law and jurisdiction
These conditions are governed by and construed in accordance with Spanish law in all matters not expressly provided for herein.
In contracts entered into with USERS who qualify as consumers, the competent courts are those of the consumer's place of domicile. Nothing in these Conditions will deprive the consumer USER of the protection afforded to them by the mandatory provisions of the Member State in which they have their habitual residence, in accordance with Regulation (EC) 593/2008 and Regulation (EU) 1215/2012.
In contracts entered into with USERS who do not qualify as consumers, both parties submit, expressly waiving any other jurisdiction to which they may be entitled, to the Courts and Tribunals of Alcalá de Henares (Madrid, Spain).