Terms of service
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 by COSTA NOVA," 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 Casafina by COSTA NOVA 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
1. Complaints management
Complaints should be made in writing via email to costanovaeu@costanova.com. 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.
On this site, the complaint must be submitted to the company Grestel, using the email costanovaeu@costanova.com.
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
2. 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 and Norway 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.
2.1. 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.
2.2. 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.
2.3. E-Gift Card
The E-Gift Card can only be used to purchase products in the online store at www.costanova.com.
This is a bearer document, and the responsibility for its use and safekeeping lies solely with the holder. In case of loss, theft, or damage, the E-Gift Card will not be replaced.
The E-Gift Card is only valid for purchases made on the COSTA NOVA website in countries where the online store is available, excluding the United States, Northern Ireland, and the United Kingdom. This E-Gift Card can only be used in the same market where it was purchased.
The E-Gift Card is valid for 12 months from the date of issuance. After this period, the E-Gift cannot be used or reactivated. The expiration date can be found in the email sent with the E-Gift Card.
The E-Gift Card balance cannot be refunded or converted into cash. The E-Gift cannot be used to purchase another E-Gift Card. You can check the available balance of the E-Gift Card in your user account at www.costanova.com.
If the value of your purchase is fully covered by the E-Gift Card, it will be the only accepted payment method. If the cart value exceeds the E-Gift Card amount, the customer may use any of the available payment methods in the purchase market.
If a purchase is made for an amount lower than the E-Gift Card value, the remaining balance can be used for a future purchase.
If you proceed with the payment using more than one E-Gift Card in the same order, it will be canceled.
If the customer who purchased the E-Gift Card wishes to return it, this is only possible if the E-Gift Card has not been used. If the return is accepted, the amount will be refunded via the same payment method used for the purchase.
Purchases made with a E-Gift Card will not be refunded. If the customer wishes to return an item, the value will be refunded in the form of a voucher, which can only be redeemed in the online store.
In cases where the payment was made using a E-Gift Card in combination with another available payment method, the refund will first be credited to the alternative payment method, according to the amount initially paid, and the remaining balance will be refunded via a voucher.
In case of issues with the delivery of the E-Gift Card, such as non-receipt or delayed email delivery, COSTA NOVA is not responsible for circumstances beyond its control, including but not limited to: (i) communication failures; (ii) errors in the recipient's details provided by the buyer; (iii) delivery problems to the indicated email address; or (iv) the email being marked as spam or sent to the junk folder.
E-Gift Cards obtained fraudulently will be canceled, cannot be used to purchase products, and the balance will not be refunded.
3. Payment Methods
COSTA NOVA Online Store offers various payment methods to make your purchases easier: Multibanco, MBWay, Klarna, and Credit Card (Visa, Mastercard).
3.1. 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.
This payment method is only available in Portugal.
3.2. 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.
This payment method is only available in Portugal.
3.3. KLARNA
For more information about payments with Klarna, click here.
*Note: The Klarna payment method is not available in the following countries: Denmark, Switzerland, Czech Republic, Sweden, Norway.
3.4. Credit Card
Credit card payment used on www.costanova.com 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).
4. Delivery Times and Locations
4.1. Locations
Online purchases on www.costanova.com can be made in mainland Portugal, the Azores and Madeira archipelagos, Spain, the Balearic and Canary Islands, France (excluding the islands), Germany, Austria, Belgium, the Netherlands, Denmark, Italy (excluding the islands), Luxembourg, Ireland, Norway, Sweden, Switzerland, Slovakia, Czech Republic, United Kingdom (mainland), Northern Ireland, Poland, the Isle of Wight, the Isles of Scilly, the Highlands and Islands of Scotland and the United States of America.
4.2. Delivery times
Order delivery times vary according to the selected location:
a) Within 3 to 9 business days if the customer chooses delivery to our COSTA NOVA stores in Aveiro, Porto and/or Lisbon;
b) Within 3 to 6 business days for addresses in Mainland Portugal;
c) Within 3 to 6 business days for addresses in Spain;
d) Within 3 to 8 business days for addresses in France;
e) Within 4 to 8 business days for addresses in Germany, Belgium, the Netherlands, Luxembourg, Czech Republic, Denmark, Austria;
f) Within 5 to 10 business days for addresses in the Balearic Islands, Canary Islands and Italy;
g) Within 6 to 10 business days for addresses in Sweden, Slovenia, Slovakia, Finland, Hungary and Norway (customs clearance time not included);
h) Within 7 to 13 business days for addresses in Croatia and Bulgaria;
i) Within 12 to 17 business days for addresses in the archipelagos of the Azores and Madeira, Ireland, Poland, Switzerland (customs clearance time not included).
Order preparation time is 1 to 3 business days and is included within the periods mentioned above.
Whenever possible, COSTA NOVA delivers orders within the indicated timeframes. These may be longer during promotional periods, Black Friday (November and December), and national holidays.
In any case, delivery estimates are merely indicative.
5. Typology of online order delivery
5.1. 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.
From November 15 to January 1, in-store pickup will not be available due to the high volume of orders.
5.2. 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).
5.3. 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.
5.4. Deliveries in store
Deliveries to stores in Aveiro, Porto, and Lisbon are FREE.
Home deliveries by country:
Mainland Portugal: €4.99 for orders up to €50 / FREE for orders above €50.
Azores and Madeira Archipelagos, Balearic Islands and Canary Islands: €24.99 for orders up to €150 / FREE for orders above €150.
Spain: €7.99 for orders up to €50 / FREE for orders above €50.
Croatia, Bulgaria: €49.99 for orders up to €500 / FREE for orders above €500.
France (excluding islands), Italy (excluding islands): €12.99 for orders up to €200 / FREE for orders above €200.
Germany, Belgium, Luxembourg, Austria, Netherlands: €16.99 for orders up to €250 / FREE for orders above €250.
Denmark, Sweden, Ireland: €19.99 for orders up to €300 / FREE for orders above €300.
Switzerland: €75.00 for orders up to €350 / FREE for orders above €350 + 108 CHF import clearance fee*.
Czech Republic, Slovakia, Poland: €19.99 for orders up to €500 / FREE for orders above €500.
Norway: €19.99 for orders up to €500 / FREE for orders above €500 + €125 import clearance fee**.
Finland, Hungary, Slovenia: €24.99 for orders up to €350 / FREE for orders above €350.
*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.
**For orders delivered to Norway, customers will be responsible for paying VAT, as well as €125 import clearance (flat rate per shipment) and any other local import duties and taxes upon arrival of the goods. Please note that the amount of taxes will be based on the actual value of the shipment. If you have any questions, please contact customer service using the contact form.
5.5. 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.
5.6. 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 costanovaeu@costanova.com 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.
6. 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.
7. Exchanges and returns
You can return an item or order within 15 days of receiving it, subject to the following conditions:
a) The item purchased does not meet the customer's needs; (only available to customers registered on the site);
b) Item error (the item does not correspond to that requested by the customer);
c) Defective article;
d) Damaged article. You must check the condition of the item when it is delivered by the courier, noting any damage that may have resulted from the transportation of the goods on the waybill.
To exercise the right to return an item or order, the customer must contact us using the form available on the website or by emailing costanovaeu@costanova.com, with the subject "Return", or using the returns area available in the customer account.
The latter option is only available if the reason for the return is as stated in point a).
The customer must inform us of their wish to return an item within the period indicated above. The information must include the reasons for the return and the reference of the order in question. Returns will not be accepted without prior notice.
For points a) and b), returned items must be in saleable condition, i.e. in the same condition as when they arrived in the customer's hands.
Items that have been used in any way, transformed, damaged or missing labels and packaging will not be accepted.
Items must be returned, together with the invoice, using all the original packaging and fillers, in one of the following ways:
By ordinary post, to the address below:
Grestel - Produtos Cerâmicos, S.A.,
Zona Industrial de Vagos, Lote 78,
3840-385 Vagos, Portugal.
By courier:
If you decide to return your items via a courier designated by us, you should contact us via the email or form above so that we can arrange a date and time for collection from your home. Collection is usually made on the next working day.
In-store return:
If you wish to return the item in-store, you can go to one of our 3 stores in Portugal. This return method is only available to those who selected "Store Delivery" as the delivery method for the initial order. There is no cost associated with this return method.
From November 15 to January 1, in-store return will not be available due to the high volume of orders.
7.1. Return of unreceived orders
If the order is returned to the sender due to the customer’s refusal to accept it, an incorrect/incomplete address, or the recipient’s absence, and no formal return request has been made, COSTA NOVA reserves the right to deduct the shipping and return costs from the refund amount, in accordance with the shipping cost table indicated above. To avoid this situation, the customer must ensure that the provided address is correct and that they will be available to receive the order within the expected delivery time.
7.2. Costs charged to the customer:
Under the conditions indicated in points b) c) and d), COSTA NOVA assumes the full cost of the return and the cost of a new delivery, if the customer so wishes.
The refund will be processed after the Quality Department has assessed the condition of the item(s), using the same payment method used in the initial transaction, within approximately 30 days of receipt of the return.
Under point a), the customer is responsible for all transportation costs associated with the return.
7.3. Returns through the customer account (only for registered customers)
In the event that the item purchased does not meet the customer's needs, the customer can access their customer area, in the "Orders" tab, and select the order or items they wish to return. They must follow the steps indicated on the website, selecting the reason for the return and how they want the amount refunded (payment voucher or monetary value). Once the process is complete, you will receive an email registering your return request.
The customer can only select "Store delivery" to return the order/article if this was the delivery method chosen for the initial order.
The costs of courier delivery will be borne by the customer.
7.4. 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.
7.5. Variations that should not be considered defects
The products sold, particularly handmade products, often have the characteristics of the natural materials used in their production. These characteristics, such as variations in grain, texture, knots and color, will not be considered defects or damage. On the contrary, the User should expect their presence, and appreciate such characteristics. We only select products of the highest quality, but natural characteristics are unavoidable, and must be accepted as part of the product's individual appearance. The provisions contained in this clause shall not affect your rights as a consumer and User, nor your right to cancel the Contract.
8. Returns and exchanges at COSTA NOVA phisical stores (Lisbon, Porto, Aveiro)
8.1. Exchanges
It is our goal that you are fully satisfied with your shopping experience. For this reason, we grant the right to exchange the item you bought in our store within 30 days from the date of purchase, upon presentation of the receipt.
Acceptance of the exchange will also depend on the condition of the article, which should be in conformity, that is, with the label and do not show any signs of use. COSTA NOVA (Grestel SA) does not refund. Products may only be exchanged once and for articles of equal or greater value. Inter-store exchanges are only allowed if the conditions described above are verified. Store exchanges of items purchased online are not allowed.
8.2. Returns
Costa Nova does not accept the return of articles, except in the case of a complaint, duly formalized.
8.3. Claims
The customer may, within 14 days, proceed to claim any defects or inadequacy of the product. The claim must be accompanied by the purchase receipt and formalized through the form available at the store for this purpose or by email sent to the address costanovaeu@costanova.com. In the complaint, the Client must expressly state the reasons for his complaint, which is then subject to validation and subsequently communicated to the client. In the case of acceptance of the claim, the refund of the value will be made by the same payment method, included in the purchase receipt.