Preparing a quote

  1. Requests for quotes may be submitted in one of two ways:
    1. by sending a message to a specified e-mail address,
    2. via an online quote platform using provided login details.
  2. If we are unable to prepare a quote in accordance with your request or if the sent request is illegible, the quote we provide may entail alternative solutions.
  3. Before going any further, each quote is compared with a relevant quote request to ensure there are no discrepancies.
  4. All quotes have an expiry date. After that date prices may be subject to change.
  5. If a quote has to be modified, the delivery time shall be extended accordingly.


  1. Orders may be place via:
    1. an electronic message with a scan of an accepted and signed quote sent to a specified e-mail address,
    2. an online platform.
  2. Orders sent to an e-mail address other than the one specified address may be rejected.
  3. Order acceptance date shall be the date the ordered items are despatched (subject to appropriate insurance) or the date on which an advance payment is credited to our account. Advance payments as well as insurance shall be determined on an individual basis.
  4. The lead time specified on the quote starts on order acceptance date. The delivery date is the date after which goods will be unloaded at the customer’s warehouse. The lead times and delivery dates are arranged on an individual basis. Both are estimates.
  5. As the production process is performed on a made to order basis, it is not possible to cancel or make changes to an order once production has started. Changes can be made within 24 hours of placing an order.
  6. Purchases made via the platform or by e-mail are not refundable. This is due to the made to order nature of production.


  1. Payment terms will be agreed individually once an Order has been confirmed. We only accept payments made by bank transfer. Payment shall be deemed to have been made on the day the Supplier’s account is credited.
  2. Failure to pay on time or if the granted insurance limit is exceeded, the Supplier shall be entitled to withhold the delivery of goods, refuse to accept further orders and to make a declaration of withdrawal from further orders after a prior notice demanding payment is sent to the Customer.
  3. Interest for delayed payments in commercial transactions may be payable and the Customer may be charged with the costs of pursuing claims.
  4. An order has to be paid for in full even if a complaint has been submitted.


  1. The Supplier shall not be liable for delays to deliveries due to reasons beyond its control. The Supplier undertakes to inform the Customer by e-mail every time there is a risk of a delay to a delivery.
  2. The Supplier shall provide an exact delivery date to the Customer 24 hours before delivery.
  3. Partial deliveries are feasible.

Complaints and returns

  1. Please see the Warranty Card, constituting a separate document, for information on how to submit a complaint.
  2. Samples and testers are for reference only in terms of quality and colours. Certain differences typical to natural materials are not grounds for a complaint.
  3. The European EN 1279:2018 Standard determines the quality criteria for glass units. The Supplier acknowledges that the natural properties of glass and the processes that glass is subjected to in order to achieve the desired functional characteristics may affect the product’s appearance.

The full content of the document is delivered to customers by e-mail by Domel employees. The above rules describe only a part of the rules of cooperation with Domel.

Read more:

Warranty and service

The sales process

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