These General Terms and Conditions of Sale apply to all distance sales of DOMKAPA products starting on DOMKAPA’S website, including with telephone, email, or any other relevant communication and support provided by DOMKAPA sales assistants (customer service);
The use of the distance sales service described herein is reserved solely for customers. The term “Customer” is to be understood as any registered company that enters into a legal transaction for purposes that predominantly are inside his trade, business, and profession.
The resale, rental, or transfer for commercial or professional reasons of products purchased on the Site is allowed.
DOMKAPA reserves the right to decide the nature of a legal transaction between DOMKAPA and what is considered an “end customer” (an individual consumer);
DOMKAPA may modify these General Terms and Conditions of Sale at any time. Therefore, the Customer is asked to accept the General Terms and Conditions of Sale in force at the time of purchase, a copy of which will be sent to the Customer to the email address provided by the Customer;
It is understood that by placing an order through DOMKAPA’s website, or directly with a Sales Assistant (an official brand employee, with an official DOMKAPA email under the @domkapa.pt address), the Customer fully and unreservedly acknowledges and accepts these General Terms and Conditions of Sale, which form an integral and substantial part of these recitals;
1. Product Orders
Orders are only accepted once placed by recognized and registered companies with an open account with DOMKAPA.
Orders may be placed in English or in any country’s official language (if applicable) via the DOMKAPA Sales Assistant, Monday to Friday, from 9 a.m. to 6 p.m. CET, excluding Portuguese National holidays;
The Customer must provide DOMKAPA a valid e-mail address, company name, and address, VAT code (to benefit from professional sales conditions), and other relevant information under these General Terms and Conditions of Sale concerning the order;
The Customer is responsible for selecting the articles of interest to him/herself;
A Pro-Forma invoice must be required in all DOMKAPA purchases meant to be placed with DOMKAPA sales representatives;
DOMKAPA reserves the right to consider the acceptance of an official Pro-Forma invoice as being the document that confirms the Customer’s item selection, including all finishes specified for each item listed. The Pro-Forma invoice must be signed by the sales representative and the customer in order to be validated or sent on a confirmation email;
DOMKAPA reserves the right to consider a Pro-Forma invoice valid for 4 weeks from the day that it is initially sent. In the case of Pro-Forma invoices with shipping quotes, these are considered valid for 2 weeks only.
DOMKAPA reserves the right to set the valid period and price of a custom-made item official quote accordingly;
Although DOMKAPA takes all appropriate measures to ensure the photographs and other relevant information on the site faithfully represent the original products, including technological means to reduce inaccuracies as much as possible, certain variations are possible due to the nature of the product, and materials, as well as the manual production methods, required. In consequence, DOMKAPA does not fully guarantee a perfectly clear identity of final products in comparison to their graphic representation shown on the website or official marketing material, or identical finishes in two or more pieces manufactured in separate orders – with respect to coloring, and precision detailing of wood carving, ceramics, foundry, and other metalwork, for the technical reasons listed above;
When making a purchase, the Customer is entitled to require photographs of his/her ordered pieces, prior to shipment to ensure that pieces are indeed within the expected finish as displayed on the brand website and other official up-to-date marketing material. This request should be added to the order’s Pro-Forma invoice;
Should the Customer need to modify a requested article, its finish or quantity, or correct any errors in the order, specified in the official Pro-Forma invoice, following its corresponding order placement, he/she should follow the instructions suggested by the sales representative. DOMKAPA reserves the right to charge for any alterations made to the order, 5 working days after its payment confirmation is received;
An official signature and company stamp are required for all technical drawings/schemes associated with any personalized/custom-made product;
Our pieces are delivered at the ground floor level. and quotations are available for 30 days. DOMKAPA is not responsible for the transit time established by the transporter.
DOMKAPA is not responsible for any customs tariffs or import taxes.
When shipping to extra community markets in the Ex-works system, DOMKAPA holds the right to charge the VAT value of the order (23%) as a guarantee when a B.L. dispatch is not provided. As soon as the customer is able to prove receipt of the order by sending the B.L. dispatch, the same amount is returned.
All prices are retail prices and do not include VAT, or any other taxes, duties, and related shipping costs. DOMKAPA reserves the right to apply VAT costs in all relevant cases;
The price of each product is displayed in an official and public pricelist, which must be consulted prior to the order. DOMKAPA make regular pricelist updates;
All item prices include appropriate product packaging. However, for Fragile pieces or long transport orders, special packaging shall be separately purchased by the client.
DOMKAPA reserves the right to change specifications and prices on products offered on DOMKAPA.pt;
3. Conditions of Payment
A 50% advance payment deposit is required to settle all standard and customized orders. A 50% final balance is required once the order is completed.
The Customer must make each payment via bank transfer as indicated on the order form. The Customer is advised to confirm DOMKAPA’s bank details prior to making any payment, and is also recommended to send proof of his/her bank transfer to the designated Sales Assistant;
4. Lead Times
DOMKAPA settles the production lead time on 6 to 8 weeks for standard pieces and 8 to 10 weeks for custom pieces, which is triggered on the date the advanced payment is received. Delivery time is not included;
Large orders (understood as any order with more than 7 DOMKAPA pieces, or any number of items that may congest manufacturing capacity or orders over 50.000€ in value), have a need for lead time analysis;
DOMKAPA provides a lead-time estimate with official quotes and proforma invoices that include personalized or custom pieces, and establishes a final lead-time commitment with each technical drawing to be signed by the Customer;
DOMKAPA offers an Express Order Service, where the order lead time is reduced to a shorter period, agreed between the Customer and the sales representative (following the Customer’s purchase process). This service is applicable to most pieces but is subject to availability and production capacity. DOMKAPA reserves the right to apply a 10% upcharge for an Express Order Service, upon agreement with the Customer;
For all orders with 1 or more personalized/custom-made items, DOMKAPA initiates the order production (and triggers the stipulated lead time), once the technical drawing is signed and sent to the sales assistant;
DOMKAPA reserves the right of applying a storage fee, for all orders that remain in the shipping warehouse for more than 6 months since the notification that the final balance is due. After that, a daily fine of 2,5€ per cubic meter (m3) will be applied.
DOMKAPA shall be liable for material defects in accordance with the applicable legal provision. There is an additional guarantee for the goods supplied by the supplier only if this has been expressly stated in the invoice of the respective article;
All orders with pieces subjected to DOMKAPA product warranty, all claims, and all other complaints are managed by DOMKAPA’s customer service team. In any of the cases stated above, the Customer should contact the Sales Assistant responsible for the order, who will provide him with information regarding after-sales Customer Service, and the designated Customer Service team member;
The Customer is not entitled to any claims for defects if he/she has altered a product or has had it changed by a third party unless the Customer proves that the material defect already existed at the time of delivery;
Claims for defects as a result of the shipping process handled by the Customer are not covered under DOMKAPA’s warranty. In these cases, DOMKAPA is committed to finding a suitable solution for the Customer. Claims for defects as a result of the shipping process handled by DOMKAPA are covered in DOMKAPA’s warranty once the transport quote has been provided with insurance included;
In the case of EXW shipping, please note that DOMKAPA is not liable for damage sustained in transit cargo. In the case of DAP/DDU/DAT shipping, please note that before signing the merchandise delivery document, the Customer is required to confirm if the package has any perceptible damages. If damages are perceptible on the package, the Customer should mention “subject to verification” in order to safeguard any eventual damages to the merchandise and file a claim under the insurance policy;
The Customer may claim a warranty on defects that result from mishandling in the shipping process, up to 2 working days after receiving an order. As a result, the Customer is advised to check and photograph all pieces ordered, upon their arrival;
DOMKAPA reserves the right to handle the claim as seen fit, and commits to offering the Customer a solution proposal within 2 working days of the claim registration;
DOMKAPA ensures the repair or replacement of the components detailed in the claim submission form. All other damages not included in the claim submission will not be covered under the DOMKAPA warranty, and may be subjected to an upcharge;
DOMKAPA reserved the right to refuse any item repair, pick-up, or delivery, from any location other than the original shipping address;
6. Returns and Refunds – Withdrawal
To complete your order process, we need a copy of the CMR that the shipping company has provided to you, as soon as the order arrives.
This is the information necessary to present to the Portuguese customs to not charge you the VAT. We kindly thank you in advance for your cooperation.
If damages are perceptible on the package, you should mention “subject to verification” to safeguard any eventual damages to the merchandise and apply it to the corresponding insurance.
To DOMKAPA is reserved the right not to return or refund any custom-made or personalized item;
Damaged goods being returned must be in the condition in which they were received by the Customer. The Customer must not attempt to modify, handle, or repair them;
If your item arrives damaged, please follow the warranty process and contact our customer service within 7 days of the order being received.
Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing RMA authorization. Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s). The attachment should be sent to [email protected]. If you do not follow these instructions, DOMKAPA will not take any responsibility for the claim.
Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties.
If the customer has damaged/misused the item(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
All returns must first be authorized by DOMKAPA’s Support Team before return. For incomplete warranty requests, DOMKAPA reserves the right to refuse any compensation. If the customer has returned the package without prior authorization, sends it to the wrong address, returns an incorrect item, or submits an empty package, then again DOMKAPA reserves the right to refuse compensation.
Our technical team will inspect all returns upon arrival.
The shipping fee for returning the product will be paid by the customer and is non-refundable.
During the return shipping, the customer is responsible for any customs charges, duties, or tariffs during the items’ return to our warehouse.
DOMKAPA shall not be liable for any lost profits or savings, loss of reputation or goodwill, indirect or incidental or consequential damages arising out or in connection with the sale of the goods;