Terms of service

Terms of Sale  |  Terms of Sale (United Kingdom)

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

Contract Formation

Placing an order on the COSTA NOVA Online Store involves selecting the desired products, confirming the delivery and billing details, choosing the payment method, and accepting these Terms and Conditions.

Before finalising the order, the customer will have the opportunity to review and correct the selected data and products. The order will only be considered submitted once payment has been confirmed.

Upon completion of the order, the customer will receive a confirmation email containing the order number and its respective details. Receipt of this email confirms receipt of the order, with its acceptance and processing subject to product availability and any other applicable conditions.

The invoice will be sent together with the order.

Guest Checkout

COSTA NOVA offers the possibility of making purchases without creating a user account ("Guest Checkout"). In this case, only the information necessary to process the order, payment and delivery will be requested. Upon completion of the purchase, the customer may, if they wish, create a user account.

 

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 Gift Card may be used exclusively to purchase products on the online store www.costanova.com or at COSTA NOVA physical stores in Portugal and Spain, depending on the market in which it was purchased.

It is a bearer document, and the responsibility for its use and safekeeping lies exclusively with the holder. In the event of loss, theft or damage, the Card will not be replaced.

The Gift Card is only valid for purchases made on the COSTA NOVA website in countries where the online store is available. This Card may only be used in the same market in which it was purchased.

The Card has a validity period of 12 months from the date of issue. After this period, the Card may not be used or reactivated. The expiry date can be checked in the email sent with the Card.

The Card balance cannot be refunded or converted into cash. The Card cannot be used to purchase another Gift Card. You can check the Card's available balance in your user account at www.costanova.com

If the value of your purchase is fully covered by the Gift Card, this will be the only payment method permitted. If the value of the cart is higher than the value of the Gift Card, the customer may use any of the payment methods available in the market of purchase. If a purchase is made for a value lower than the value of the Card, the remaining balance may be used in a future purchase.

If the customer who purchased the Gift Card wishes to have its value refunded, this will only be possible if the Gift Card has not yet been used. If the refund is accepted, the amount will be refunded using the same payment method used for the purchase.

We will not refund purchases paid for with a Gift Card. If the user wishes to return an item, its value will be refunded via the same Gift Card, which can be redeemed at the online store or at COSTA NOVA physical stores.

In situations where payment was made using a Gift Card together with another available payment method, the refund will first be credited to the alternative payment method, up to the amount originally paid, with the remainder refunded via the same Gift Card.

In the event of problems with the delivery of the Gift Card, namely non-receipt or delay in receiving the email, COSTA NOVA is not liable for situations beyond its sphere of responsibility, including, but not limited to: (i) communication failures; (ii) errors in the recipient's details provided by the purchaser; (iii) issues with delivery to the email address provided; or (iv) the email being identified as spam or sent to the junk folder.

Gift Cards acquired fraudulently will be cancelled, may not be used to purchase products, and their 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 and Christmas (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.

5.5. 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.

5.6. 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 14 days from the time on which got knowledge of that unavailability.

5.7. 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 costanovaeu@costanova.com 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. Right of Withdrawal

Without prejudice to the right of cancellation set out above, the consumer customer has the right to withdraw from distance contracts, pursuant to Decree-Law No. 24/2014, of 14 February, which transposes into Portuguese law Directive 2011/83/EU of the European Parliament and of the Council, of 25 October 2011, on consumer rights.

The customer may exercise this right without needing to state any reason, within the legal period of 14 days from the day on which they take physical possession of the goods. COSTA NOVA provides a period of 15 days after receipt of the order for the exercise of this right.

To exercise the right of withdrawal, the customer must inform COSTA NOVA of their decision through an unequivocal statement, namely via the form available on the website or by email at costanovaeu@costanova.com, with the subject "Return", stating the order reference, which is mandatory.

After communicating the decision to withdraw, the customer must return the goods to COSTA NOVA within 14 days. Unless otherwise indicated, or where COSTA NOVA assumes this cost, the direct costs of the return shall be borne by the customer.

Returned items must be in the same condition in which they were received. The customer may handle the goods to the extent necessary to check their nature and characteristics but may be held liable for any diminished value resulting from handling beyond what is necessary for this purpose.

Whenever possible, items should be returned together with the corresponding invoice, in their original packaging and corresponding identification labels, using the original protective materials and padding, so as to ensure their proper protection during transport.

Following the exercise of the right of withdrawal, COSTA NOVA will refund all payments received, including any applicable delivery costs, within a maximum period of 14 days from the date on which it is informed of the decision to withdraw, using the same means of payment as used in the initial transaction, unless expressly agreed otherwise. COSTA NOVA may, however, withhold the refund until the returned goods have been received or until proof of their return has been provided, whichever occurs first.

 

8. Exchanges and Returns

We do not accept exchanges of products purchased on the online store. If the customer wishes to obtain a different item, they must return the item purchased and place a new order.

In addition to the right of withdrawal set out in the previous point, a return may occur in the following cases:

a) The item received does not correspond to the item requested by the customer;
b) The item has a defect;
c) The item was damaged during transport.

In the case of a damaged item, the customer should, whenever possible, check the condition of the order at the time of delivery and record on the waybill any visible damage resulting from transport.

In cases of error, defect or damage, the customer should contact COSTA NOVA via the form available on the website or by email at costanovaeu@costanova.com, with the subject "Return", stating the order reference and describing the problem identified.

COSTA NOVA will review each situation and, where applicable, will proceed with the replacement of the item or refund, in accordance with the consumer's legally applicable rights.

Items to be returned must be duly packaged and sent to:

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

If you decide to return your items through a courier designated by us, please contact us via the email or form indicated above, so that we can schedule a date and time for home collection. Collection is normally carried out on the following business day.

It is the customer's responsibility to ensure that the products are properly packaged and arrive safely and undamaged at COSTA NOVA's warehouse, except where the return results from an error, defect or damage for which COSTA NOVA is responsible.

Upon receipt and inspection of the returned items, COSTA NOVA will process the corresponding refund, generally using the same payment method used for the purchase.

In-store returns:

If you wish to return an item in-store, YOU MUST CONTACT CUSTOMER SERVICE, who will advise you to go to one of our 3 stores available in Portugal, SUBJECT TO THE CONVENIENCE OF BOTH PARTIES. This return method has no associated cost; however, it must be accompanied by the appropriate authorisation and your order details, or the return will not be accepted.

In-store returns are not available from 15 November to 5 January.

8.1. 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.

8.2. Costs charged to the customer:

Under the conditions indicated in points 8.b) 8.c) and 8.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 14 days of receipt of the return.
Under point 8.a), the customer is responsible for all transportation costs associated with the return.

8.3. 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.

8.4. 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.

8.5. 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.

9. Returns and exchanges at COSTA NOVA phisical stores (Lisbon, Porto, Aveiro)

9.1. 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.

9.2. Returns

Costa Nova does not accept the return of articles, except in the case of a complaint, duly formalized.

9.3. 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.

10. Legal Guarantee of Conformity

All products sold by COSTA NOVA benefit from the legal guarantee of conformity provided for in applicable legislation, with a minimum duration of 2 years from the delivery of the product to the consumer.

In the event of a lack of conformity, the customer is entitled, under the terms legally provided for, to free replacement of the product. 

To make a claim under the guarantee, the customer should contact COSTA NOVA via the form available on the website or by email at costanovaeu@costanova.com, indicating the order reference and describing the problem identified.

The legal guarantee does not cover damage resulting from inappropriate use or use contrary to the product's instructions for use, without prejudice to the rights legally granted to the consumer.

For more information on the legal guarantee of conformity and consumer rights, please see the legal information available here.

 

Specific Terms United Kingdom (Mainland) - Delivery and Returns Policy

The provisions set out in this section apply specifically to customers and orders placed in the United Kingdom (Mainland) market and supplement the General Terms and Conditions set out above.

This section does not replace or waive the need to read the General Terms and Conditions, which remain fully applicable, except where these provisions expressly establish specific conditions for the United Kingdom (Mainland) market.

11. Delivery Locations and Times – United Kingdom (Mainland)

11.1. Delivery Locations

Purchases made through the COSTA NOVA Online Store for the United Kingdom are available exclusively for delivery within the United Kingdom (Mainland).

We do not deliver to Northern Ireland, the Isle of Wight, the Isles of Scilly, the Scottish Highlands or the Scottish Islands.

11.2. Delivery Times

Delivery times may vary depending on product availability and the respective dispatch location:

• Orders dispatched from the UK warehouse: estimated delivery within 1 to 3 business days.
• Orders including items dispatched from the warehouse in Portugal: estimated delivery within 15 business days from dispatch. Orders placed by Tuesday will be dispatched on the following Friday.

During promotional campaigns or public holidays in the United Kingdom or Portugal, delivery times may be longer than those indicated above.

The delivery times provided are estimates only and may vary depending on product availability and transportation conditions. Customers will be shown an estimated delivery date at checkout based on the items in their order and the applicable delivery conditions.

11.3. Shipping Costs

Shipping costs are displayed during the checkout process and vary according to the order value and delivery location.

For deliveries within the United Kingdom (Mainland):

• £10.00 for orders up to £150;
• Free delivery for orders over £150.
  
  

12. Returns

The return conditions applicable to customers in the United Kingdom are those set out in the COSTA NOVA General Terms and Conditions. For returns made from the United Kingdom, the additional specific conditions set out in this section shall also apply.

For returns originating from the United Kingdom, the items must be sent to the following address:

PROPEL 3PL
Easy Access Self Storage
Richmond Street
Ashton under Lyne
OL6 7ES
UNITED KINGDOM

The customer must ensure that the items are properly packaged and shipped in suitable conditions to ensure that they arrive safely and without damage at the return address indicated above.

 

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Last updated on 22/09/2026.