Terms & conditions

Read the terms and conditions.

  • Terms of sale

    The use and sales carried out on COSTA NOVA online store are settled by the following Terms of Sale. 
    By placing an order at www.costanova.pt the user:

    a) Declares that thet have read and fully understood these terms and conditions;
    b) States that they are at least 18 years old;
    c) Will not make an inappropriate or fraudulent use of this site;
    d) Accepts that Portuguese legislation that governs any conflict with the user, notwithstanding the contrary prediction in community directive or international treaty.

    GRESTEL reserves the right to update or modify these Terms and Conditions at any time without prior notice. For this reason, we encourage the user to review these Terms and Conditions and our Privacy Policy whenever you use this site. 
    For more questions concerning any of our policies, please contact us via our contact form

    The sales through this site is performed under the name COSTA NOVA by: 

    Grestel - Produtos Cerâmicos, S.A.
    Zona Industrial de Vagos, Lote 78
    3840-285 Vagos, Portugal
    VAT 504266098


    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.


    COMPLAINTS MANAGEMENT
    The complaint should be made by e-mail to customerservice@costanova.pt. Customer satisfaction and resolution of complaints are the Costa Nova primary golas. In case of dispute the consumer can appeal to the Online Dispute Resolution platform, provided by the European Comission, to make online shopping safe and fairer through access to quality dispute resolution tools. 


    On the platform, the complain must be adressed to Grestel, using the e-mail costanova@costanova.pt.

    The customer can also submit the complain at:

    www.livrodereclamações.pt

     

    To comreplains related with our stores:

    Centro de Arbitragem de Conflitos de Consumo de Lisboa (Consumer Dispute Arbitration Board of Lisbon)  

    http://www.centroarbitragemlisboa.pt/


    Our Terms and Conditions are governed by the following:

    Directivo 2011/83/EU do Parlamento Europeu e do Conselho de 25 de Outubro de 2011.


  • 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 01/01/2020 to the same day of the following year. Stock should be considered and also other promotional end dates (campaigns).

    VOUCHERS AND PROMOTIONAL CODES

    Occasionally 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 has available the following payment methods: Visa and Mastercard. 
    In credit card payments, the debit will be made immediately after the order registration.
    All transactions are made in Euros, encrypted and 100% secure (for more information, see our Privacy Policy).

  • Delivery times and 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, Ireland, Norway, Sweden, Switzerland and USA.

    DELIVERY TIME

    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). 

    The delivery time is approximately: 

    a) Within 3 - 4 working days to our stores in Aveiro, Porto and in Lisbon;
    b) Within 3 - 4 working days for addresses in Portugal;
    c) Within 5 - 10 working days for addresses in Azores and Madeira;
    d) Within 5 - 10 working days for addresses and COSTA NOVA Partner Stores in Spain and the Balearic and Canary Islands;
    e) Within 5 - 10 working days for addresses in France (except Islands), Germany, Austria, Belgium, Netherlands, Denmark, Italy (except Islands), Luxembourg, United Kingdom*, Ireland, Norway, Sweden, Switzerland, Czech Republic and Slovakia.

    * We hereby communicate that all sales with delivery to the UK are suspended until new updates.
    For information on delivery in other destinations, please contact using the form available on the site. 
    Whenever possible COSTA NOVA makes deliveries within the specified time. This may be slightly higher during promotions (Black Weekend), holidays and festive times.

    CHRISTMAS

    Shop until December 10th to ensure delivery in time for Christmas.

    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 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. 

  • 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 following table:

     Shipping Location  Order Amount Delivery Charges
     Store -  Free
     Portugal
     0 - 50€
     Over 50€
     4.99 €
     Free
     Azores and Madeira Islands
     0 - 150€
     Over 150€
     24.99€
     Free
     Spain 
     0 - 50€
     Over 50€
     7.99 €
     Free
     Balearic and Canary Islands
     0 - 150€
     Over 150€
     24.99 €
     Free
     France (except Islands), Germany, Austria, Belgium, Italy (except Islands), Luxembourg, Ireland and Netherlands
     0 - 200€
     Over 200€
     12.99€
     Free
     Denmark, United Kingdom**, Norway, Sweden and Switzerland*
     0 - 300€
     Over 300€
     16.99€
     Free
     Czech Republic and Slovakia          
     0 - 500€
     Over 500€
     19.99€
     Free
    ** We hereby communicate that all sales with delivery to the UK are suspended until new updates.
    * For orders delivered to Switzerland, customers will be responsible for Swiss VAT and any other fees and local import taxes.

  • 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.

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