Terms and conditions

Read the terms and conditions.

  • Terms & Conditions

    Terms of Sale

    The present terms aim to define the General Conditions of Sale between COSTA NOVA and CASAFINA (referred to hereinafter as "COSTA NOVA," "COSTA NOVA and CASAFINA," or "COSTA NOVA Online Store"), brands owned by GRESTEL - Produtos Cerâmicos S.A., headquartered in the Zona Industrial de Vagos, Lote 78, 3840-385 Vagos, Portugal, with tax identification number 504266098, and the user, being the only ones applicable between the two parties.


    By using and/or making a puprchase on the Costa Nova website, the user;

    • Declares that they have fully read and accepted these Terms and Conditions;
    • Declares that they are at least 18 years old;
    • Will not make improper or fraudulent use of this site;
    • Agrees that Portuguese law will govern any conflict with the consumer, notwithstanding any contrary provisions, community directive, or international treaty;
    • The use of our Online Store and the purchase contracts made through this page are governed by Portuguese law;
    • Any disputes arising from or related to the Online Store will be subject to the jurisdiction of the Aveiro District Courts. This provision does not affect other rights recognized to the consumer by applicable law.

     

    GRESTEL reserves the right to update or modify these Terms and Conditions at any time without prior notice. For this reason, we advise the user to read them whenever using this site.

    To clarify any doubts about the Terms and Conditions and/or the Privacy Policy, please contact us through the contact form.

     

    COMPANY

    Costa Nova and Casasfina product sales through this site are carried out under the name COSTA NOVA by:

     

    Grestel - Produtos Cerâmicos, S.A.

    Zona Industrial de Vagos, Lote 29

    3840-285 Vagos, Portugal

    VAT Number 504266098

     

    COMPLAINTS MANAGEMENT

    Complaints should be made in writing via email to costanova@costanova.pt. It is COSTA NOVA's goal to resolve complaints with customer satisfaction in mind. In case of a dispute, the customer can use the Online Dispute Resolution website, an official site managed by the European Commission to help consumers and traders resolve their disputes outside of court.

    Online Dispute Resolution

    On this site, the complaint must be submitted to the company Grestel, using the email costanova@costanova.pt.

    In addition to the above website, the customer can also submit their complaint at: www.livrodereclamacoes.pt

     

    The Consumer may, at their express option, submit the resolution of disputes to the consideration of a consumer dispute resolution center.

    In compliance with article 18 of Law No. 144/2015, of September 8, it is informed that the entities for Alternative Consumer Dispute Resolution are those listed in the following list:

     

    Center for Arbitration of the Autonomous University of Lisbon (CAUAL)

    Address: Rua de Santa Marta nº. 56 – 1º, 1169-023 Lisbon

    Email: centrodearbitragem@autonoma.pt

     (This data was taken from the list of entities for Alternative Consumer Dispute Resolution available on the Directorate-General for Consumer Affairs website in March 2019. You can consult the updated list at www.consumidor.pt.)

     

    The laws governing our Sales Terms and Conditions are governed by:

    Directive 2011/83/EU of the European Parliament and of the Council of October 25, 2011.

     

    Last updated on Dec.14th 2023

     

    Pricing Policy and Promotional Campaigns

     

    The prices of all products in this site are presented in Euros and include VAT at the legal rate in force at the time of acquisition, except for Switzerland where the prices presented do not include VAT.

    They are valid throughout the order process and do not include the delivery charges, which will be added to the total amount of the order during checkout (see DELIVERY CHARGES below). 

    COSTA NOVA reserves the right to change prices and specifications at any time without prior notice.

     

    PROMOTIONAL OFFERS

     

    From time to time COSTA NOVA run promotions and offers on selected products or collections. 

    They are valid for a limited period of time and they cannot be used outside of that period.

    The promotions are valid from 01/01/2024 to the same day of the following year. Stock should be considered and also other promotional end dates (campaigns).

     

    VOUCHERS AND PROMOTIONAL CODES

     

    COSTA NOVA generates vouchers and/or promotional codes in the order process of their registered customers.

    To take advantage of these discounts the customer must enter the promotional code and/or accept the voucher and click on the "Validate " option.

    The discount in question will be applied in the "Total Order " during checkout. 


    Payment Methods

     

    COSTA NOVA Online Store offers various payment methods to make your purchases easier: Multibanco, MBWay, Klarna, and Credit Card (Visa, Mastercard).

     

    MULTIBANCO (Exclusive for Portuguese purchases):

    For purchases made through Multibanco, the customer has 2 days (48 hours) to make the payment, which is immediate to the transaction. After this period, the order is automatically canceled.

    We will send you an entity, a reference, and the value of your order to your email address and mobile phone, which you can settle at any ATM, Homebanking, or through your bank's app.

    We recommend this payment method for online orders due to its convenience and faster processing.

    No need to send proof of payment.

     

    MBWAY (Exclusive for Portuguese purchases):

    With MBWay, you can pay for your order using the mobile phone number associated with this service.

    Orders paid for by MBWay are automatically canceled if they are not paid for within 5 minutes.

    No need to send proof of payment.

     

    KLARNA:

    For more information about payments with Klarna, click here.

     

    CREDIT CARD:

    Credit card payment used on www.costanova.pt is done through a third-party payment gateway.

    With this payment method, GRESTEL, S.A. never collects or processes any customer data related to the card number.

    All data is processed directly by the provider of the payment gateway.

    The payment for your order is made directly with the bank.

    The cards currently supported by the payment gateway are all those with Visa, Mastercard, and Maestro cards.

    For credit card payments, the debit will be made immediately after registering the order.

    When paying by card, the following information will always be requested: the card number, the expiration date, and a validation code, which coincide with the last three digits of the number printed in italics on the back of your card.

    We will not contact you by phone to request additional details, nor should you provide such information by any other means.

     

     All transactions are made in Euros, encrypted and 100% secure (for more information, see our Privacy Policy).


    Delivery Times and Locations

    LOCATIONS

     Placing orders in COSTA NOVA online store is restricted to delivery and billing addresses in Portugal (including Madeira and Azores), Spain (including Balearic and Canary Islands), France (except Islands), Germany, Austria, Belgium, Netherlands, Denmark, Italy (except Islands), Luxembourg, United Kingdom (suspended), Ireland, Norway, Sweden, Switzerland and USA.

     

     DELIVERY TIME

     The delivery time is approximately: 

     

    a) Within  3-4 working days to our stores in Aveiro, Porto and Lisbon (Portugal); (During Black Friday and Christmas deliveries in physical store are not available);

    b) Within  3-4 working days (after order shipment*) to addresses in Portugal;

    c) Within 5-10 working days (after order shipment*) for addresses in Azores and Madeira;

    d) Within  5-10 working days (after order shipment*) for addresses in Spain and the Balearic and Canary Islands;

    e) Within 5-15 working days (after order shipment*) for addresses in France (except Islands), Germany, Austria, Belgium, Netherlands, Denmark, Italy (except Islands), Luxembourg, Ireland, Norway, Sweden, Switzerland, Czech Republic and Slovakia.

     

    *Order preparation time is 3 to 4 working days

    **Due to the high volume of orders during promotional periods (Black Friday, Christmas, and other promotions), delivery times may be longer than indicated.

    We hereby communicate that all sales with delivery to the UK are suspended.

     

    For information on delivery in other destinations, please contact using the form available on the site. 


     


    STORE DELIVERY 

    After receiving the notification of order shipment, you have 7 days to collect it. After this period, the order will be returned to the warehouse and its collection will incur delivery or collection costs.

    During Black Friday and Christmas deliveries in physical store are not available.

     

     

    HOME DELIVERY

    Please be aware that the carrier will deliver your packages to the front door of your building and not to the apartment door. 

     

    The delivery is only made by COSTA NOVA after payment confirmation.

    Orders are delivered by a specialized carrier.

    The order will be delivered to the address specified by the customer for delivering the order and cannot be changed. Providing wrong information and/or change of address can lead to additional costs. In case of orders delivered to different addresses, the customer should place separated orders (with separated delivery charges).


    Shipping Costs

    Delivery charges will be added during the checkout process, before the customer confirms the order. 

    The delivery charges associated with each order are calculated according to the order.


    DELIVERIES IN STORE

    Deliveries to stores in Aveiro, Porto, and Lisbon are FREE.


    HOME DELIVERIES BY COUNTRY:

    Mainland Portugal: €4.99 for purchases up to €50 / FREE from €50.

    Archipelago of Azores and Madeira, Balearic and Canary Islands: €24.99 for purchases up to €150 / FREE from €150.

    Spain: €7.99 for purchases up to €50 / FREE from €50.

    France (except Islands), Italy (except Islands): €12.99 for purchases up to €200 / FREE from €200.

    Germany, Belgium, Luxembourg, Austria, Netherlands: €16.99 for purchases up to €250 / FREE from €250. 

    Denmark, Sweden, Ireland€19.99 for purchases up to €300 / FREE from €300 

    Switzerland*: €19.99 for purchases up to €300 / FREE from €300 + 108 CHF import clearance fee*

    Czech Republic, Slovakia, Norway: €19.99 for purchases up to €500 / FREE from €500.


    *For orders delivered in Switzerland, customers will be responsible for paying VAT, a fixed import clearance fee of 108 CHF per clearance, and any other local import taxes and fees paid during customs clearance, over which we have no control. Please note that the fee amount will be determined based on the actual shipping value. If you have any questions, please contact customer support through the contact form.


    Product Unavailability


    The products shown in COSTA NOVA Online Store are limited to existing stock. 

    In the absence of availability of a product already ordered, COSTA NOVA will inform the customer about the new expected time of delivery.

    If the customer choose to cancel the order COSTA NOVA will refund the amount paid by the same payment method used in the initial transaction within approximately 30 days from the time on which got knowledge of that unavailability.


    Order Status (tracking)

    After payment confirmation, and within 24 hours, customer will receive an order confirmation email, followed by another after the order dispatch. 

    The customer will be provided with the tracking number so that he can track his order through the distributor site.

     

    Typically distributors require the customer's signature (or his representative) upon order delivery. His absence at the delivery address implies automatic ordering return whose shipping costs are charged to the customer.

     

    If the customer wishes the reshipping of the order he need to formalize his request by sending an email to costanova@costanova.pt with subject "Order reshipping" or through the form available on the site. The information should indicate the order number and the shipping address.

    The reshipping implies new delivery charges.  

     

    If the customer has chosen store delivery, COSTA NOVA will send an email when the order has arrived. The customer must collect the order during a period of 7 days.  After this period, the order will be returned to the warehouse and its collection will incur delivery or collection costs.

    In these cases, it's necessary to show the order number and the ID of the person who collects the order. 


    Order cancellation

    The customer may cancel the order, as long as it has not yet been processed by COSTA NOVA.

    The cancellation must be formalized by an email sent to costanova@costanova.pt with the subject “Order Cancellation” or using the form available on the site. 

    The information must necessarily contain the order number, under penalty of ineffectiveness of the cancellation.

    Registered customers may cancel the order in their personal area on the site.


    Exchanges and returns

    COSTA NOVA does not make exchanges.

     

    Our products can be returned within 15 days of customer receipt in the following conditions:

    a) The product does not meet the customer needs*;

    b) The product does not been ordered;

    c) The product has a manufacturer’s defect;

    d) The product is damaged. You must check the status of the items at the time of delivery by the carrier, recording, in the air waybill, any damage that may have resulted from the transport of the goods.

     

    The return must be formalized by the customer via email to costanova@costanova.pt with subject "Return", or through the form available on the site.

    The information must necessarily include the reasons for the return and the order number in question. Return items without prior notice will not be accepted.

    For registered customers the return may be carried in the personal area on the site.

     

    The return can be made via carrier or by regular mail to the address 

    Grestel – Produtos Cerâmicos, S.A., Zona Industrial de Vagos, Lote 78, 3840-385 Vagos, Portugal. 

    Returns can only be made in store if they have been raised in store. Orders shipped with "home delivery" must be returned directly to the Grestel address and never to the store.

     

    In the conditions b), c) and d) COSTA NOVA will refund the costs of delivery and will not charge a new delivery, if the customer so wishes.

    The refund will be processed after evaluation by our Quality Department in the same method of payment used in the initial transaction, within aproximadley 30 days after the return.

    The products can only be returned if they are unused and they have not been damaged since they were delivered. The original products label and packaging is also necessary. 

     

    EXCHANGE/ RETURNS WITH GIFT RECEIPTS 

    Returns and refunds are not accepted. You can exchange an item using the original receipt or the gift receipt, only for equal value items or above. 

     * Return costs will be charged to the customer. Please note that we will not refund any duties and taxes that were paid on the returned merchandise.