The purpose of this document is to detail our clients the information required and procedures to follow from receipt of the order to its invoicing. The final goal is to speed up procedures and improve our service to better meet your needs.



All orders to DUNE CERÁMICA S.L should be always submitted by fax or e-mail.
We have at your disposal the following fax numbers or e-mail address to place your orders:

Fax: 964 65 74 01
Tlf.: 965 657 400
E-mail : dune@dune.es
Web: www.dune.es
Address: Partida Rachina s/n. 12130 – San Juan de Moró, Castellón.

Our customer service lines will remain at your disposal from Monday to Friday from 9:00 h to 13:30 h and from 15:00 h to 18:30 h, excluding holidays.
For any enquiry about your order our customer service phone number is: +34 964 65 74 00.
In order to minimize errors and offer an excellent service, the following information should be specified in the order form.

 Name and address of the company placing the order
 Name and position in the company of the person actually placing the order.
 Date (and time) when placing the order.
 Phone, fax or contact e-mail from customer.
 Customer purchasing order number.
 Delivery address.
 Invoice address.
 Code and product name as per DUNE CERÁMICA S.L. catalogue.
 Number of units required of each product ordered.
 Requested delivery or collection date by the customer as well as any additional detail concerning urgency or deadline for reception.
 Delivery method:

either transport arranged by customer or transport arranged by DUNE CERÁMICA S.L courier service
(urgent or slow) delivery to other factories, transport by road, airfreight or sea shipment.



The order will be prepared so that it is ready at the delivery or collection date required by customer in the order form.
If there is any impediment for the order to be totally or partially prepared on the requested date, DUNE CERÁMICA S.L must inform the client in writing within 48 hours. If this communication is not received, customers can assume their order will be prepared on the requested date.
All orders less than a pallet received and confirmed before 6p.m. at DUNE CERÁMICA S.L will be prepared within
the next day.
The rest of orders will have a 48 hours margin between order confirmation and requested delivery or collection date.

Remark:: If the order is an expansion of a previous one, the customer should always confirm tone and caliber needed or refer to the original order. Loading hours will be from Monday to Friday from 09:00h to 13:15h and from 15:00h to 18:15h, excluding holidays.


The order can be sent out using different methods:

1.- TRANSPORT ARRANGED BY CUSTOMER: Customers come and collect the material through any transport company they choose under EX WORKS conditions.


DUNE CERÁMICA S.L. will look after any incident occurring as long as we have arranged the transport service
and only within conditions set forth in our current transport price list. DUNE CERÁMICA S.L. will be legally relieved of any direct or indirect liability derived of such incident, being its liability limited only to the assumption of transport cost of a new shipment.
 In the event of delay in the delivery of orders when transport service has been arranged by DUNE CERÁMICA S.L, we will assume the transport cost according to DUNE credit notes policy, not being liable for any other
direct or indirect harm or prejudice arising from the delay.





 Product returns previously authorized by DUNE CERÁMICA S.L will be only accepted under the following conditions:

1.- Not over 30 days from delivery date.
2.- The effective return is made before 30 days after the written communication by customers of their intention to do so.
3.- Material returned is received at our warehouse in perfect condition.
4.- Material is returned only in full cartons, never as loose pieces.
5.- Transport cost is assumed by customer.
6.- Only 80% of the returned material value will be credited.
7.- No amount will be credited if any of the previous conditions is not accomplished.
8- Returns of cancelled or discontinued products will not be accepted under any circumstances.



Errors when processing or preparing orders

DUNE CERÁMICA S.L. will replace material wrongly supplied assuming only transport costs of the new delivery.

Errors when invoicing

Claims arising from errors in prices or references shown in invoices will be accepted provided that there is a physical evidence of the order and claim is duly informed in writing and within the deadline detailed hereunder.

Incidences related to quality

Any trouble related to quality of products supplied by DUNE must be notified in writing to DUNE CERÁMICA S.L. The customer must sufficiently justify any defect that can be attributed to DUNE CERÁMICA S.L. before 30 days
from products being received and, in any case, always before installing the material.

Incidences related to stock breakages

DUNE CERÁMICA S.L. will not be liable for consequences arisen from a stock breakage when this has been previously communicated to customers. This communication will be done either by e-mail or any other written form within 48 hours from order confirmation, always indicating an estimated delivery date. Breach of this estimated date will not be the cause of an incidence in any case.

These same conditions are valid for orders to be collected by partial loadings. This means that in case of stock breakage, DUNE CERÁMICA S.L. must notify the customer under the same conditions written before, within 48 hours since a partial loading is requested.



All claims must be reported in writing.
 Claims related to delivery delays, losses or breakages in orders processed with a transport service offered by DUNE CERÁMICA S.L. will be only accepted if reported within 48h from being received at destination.
 Claims arising from invoicing errors will not be accepted once the invoice reaches maturity date.

Credit notes issued to compensate any incidence will not be refunded in cash, but deducted from subsequent invoices.
Credit notes will no longer be valid after 180 days from their issuing date.



Claims or refunds once the material has been installed will not be accepted, beingDUNE CERÁMICA S.L. exempted from any responsibility in this regard.


The client shall inform DUNE CERAMICA’s Customer Service Office via fax, e-mail or any other written media about the cause of incidence..
Once the incidence approved by DUNE CERÁMICA S.L. a reference named as Number of Authorization of Incidence (NAI) will be assigned and reported to customer.
In the case of returning material, the customer will state that NAI along with the returned product.



 In the cases of returning material for reasons attributable to our management, a credit note will be issued according to the terms and restrictions above detailed, once material has been deposited in DUNE CERAMICA S.L.’s warehouse.
 In incidences caused by errors in invoice prices, a credit note for the corresponding amount will be issued once notified its acceptance to customer.
 In incidences related to transport managed by DUNE CERÁMICA S.L, we will distinguish:

o Breakages: the customer will not return the broken pieces. Material will be sent back without any additional charge.
o Delays: Only cases subject to above described conditions will be accepted. Credit notes will be issued to compensate only transport cost.
o Loss or mixed-up delivery: Once situation verified and confirmed, Dune will send out the correct material and remove the wrong material, if any, being transport free of charge.


DUNE CERÁMICA S.L. products prices will be listed in the RETAIL PRICE LIST. These prices DO NOT INCLUDE VAT.
Remark: In the case of existing special prices for some clients, these will prevail in time and conditions.
Prices for transport services managed by DUNE CERÁMICA S.L., will be determined in a separate price list, not including taxes and fees.
DUNE CERÁMICA S.L reserves the right to modify prices at any time, if it is considered proper for reasons beyond its control or for market reasons.


Unless otherwise indicated by DUNE CERAMICA S.L,, prices for products offered on any website – previously authorized in writing – will be always RECOMMENDED RETAIL PRICES. The suggested price list will be always respected in any geographical area and at any particular time. All on-line platforms publishing or selling Dune products must inform about their composition, proper use, and correct application, being DUNE CERÁMICA S.L exempted against any claim in the case of failing to do so.


Payment terms offered by DUNE CERÁMICA S.L. will be 30 days from invoice date and the payment method accepted by DUNE CERÁMICA S.L. is Bank Transfer.
DUNE CERÁMICA S.L. works with credit insurance companies to cover the risk of invoices unpaid by customers. If a customer does not have a risk coverage by one of those insurance companies, payment terms accepted will be up-front payment by bank transfer. In any case, DUNE CERAMICA, S.L. will collect the costs linked to the recovery of customers’ due debts with DUNE CERAMICA, S.L.


DUNE CERÁMICA S.L will inform the customer about the exclusive terms and conditions to produce these items. Once prototype approved by client, an initial payment of 50% of the total amount will be done as a deposit and order confirmation. The remaining 50% will be effectively paid before the loading. The customer will assume the specified +/- 10% tolerance when producing the order. This tolerance will be invoiced together with the order. Dune will never refund the customer if the order is cancelled.


All promotional supports owned by DUNE CERÁMICA S.L will be assigned and handed over in deposit.
DUNE CERÁMICA S.L will be allowed to remove them at any time and under its own discretion, and with no opposition from customer.
Supports previously paid by customer are excluded from this condition. All agreements must be validated by a written agreement which Dune will hand over each customer and which must be sent back duly filled in.
Assembling of displays or any other material assigned by DUNE CERÁMICA S.L. will be in charge of the customer, not being DUNE CERÁMICA S.L. responsible in any case of the assembling, maintenance o misuse of displays. The customer commits to making a good use and maintenance of them.
Samples for promotion and ambience’s when granted free of charge will be exhibited for at least 6 months.
Claims related to promotional material conditions will be only accepted if reported within 48hours from being received by customer, being DUNE CERÁMICA S.L exempted from further responsibility.
Customer should report any incidence regarding promotional material as soon as possible in order for DUNE to revise and replace it, if necessary.



DUNE‘s logo is a trademark owned by DUNE CERAMICA S.L,, registered in Spain and other countries. The use of the trademark, commercial names, as well as any other identifying signs subjected to intellectual or industrial rights, without previous authorization and written consent by its owner, constitutes an infringement and unfair competition against the law. In particular, distribution or commercialization of DUNE products or any graphic material with its logo on any written or electronic media – such as the Internet or email – without previous authorization in writing by DUNE CERAMICA S.L. is completely forbidden.

DUNE CERAMICA S.L is entitled to address against a user by all legal means at its disposal and demand any indemnifying amount, including but not limited to: moral and image damages; emerging damage and ceasing profit; advertising costs or any other expenses necessary for its repair; fine costs or condemnatory sentences; delay interests; funding costs for all amounts against DUNE CERAMICA S.L interests; judicial costs and defense amount in any trial in which DUNE CERAMICA S.L, might be defendant for any previously exposed reason, for the damages and harms caused by omission, notwithstanding any further legal actions considered appropriate.



1. DUNE CERÁMICA S.L. warrants all customers against any manufacturing defect of its products for a period of three (3) years from the date of purchase. Please keep your purchase invoice.

2. The original invoice or proof of purchase (showing date of purchase and distributor’s company name) must be provided to DUNE CERÁMICA S.L., also having to place at DUNE’s disposal the faulty product if required for our consideration of the claim.

3. For a claim to be accepted, installation and use of the product must have been done following recommendations appearing on the product data sheet in our website www.dune.es

4. If requirements to apply the offered warranty for a three-year period are fulfilled, DUNE CERÁMICA S.L. responsibility will be exclusively to supply material needed for the replacement. Any other costs involved, such as installation costs, transport, etc. could be chargeable to the customer.

5. The warranty does not apply where a defect has arisen from a faulty installation, as DUNE CERÁMICA S.L. does not make those works.

6. DUNE CERÁMICA S.L. reserves the right not to provide this free warranty service if requirements mentioned in previous clauses are not fulfilled or information received from user is false, incomplete or illegible.