Terms of service

General Terms and Conditions of Sale

These conditions aim to define the General Terms and Conditions of Sale between COSTA NOVA and CASAFINA by COSTA NOVA (which may be referred to in this document as "COSTA NOVA", "COSTA NOVA and CASAFINA by COSTA NOVA" or "COSTA NOVA ONLINE STORE"), brands owned by GRESTEL - Produtos Cerâmicos S.A., headquartered at Zona Industrial de Vagos, Lote 78, 3840-385 Vagos, Portugal, VAT number 504266098, and the user, these being the only conditions applicable between both parties.

These conditions apply exclusively to the United Kingdom and Northern Ireland markets.

By using and/or making a purchase on the COSTA NOVA website, the user:

  • Declares that they have read and fully accepted these General Terms and Conditions of Sale;
  • Declares that they are at least 18 years of age;
  • Undertakes not to misuse or fraudulently use this website;
  • Accepts that Portuguese law governs any consumer dispute, without prejudice to the provisions of applicable EU directives or international treaties;
  • Acknowledges that any dispute arising from the use of the Online Store will be submitted to the jurisdiction of the Courts of Aveiro, without prejudice to other rights granted to the consumer under applicable law;
  • Accepts that the use of our Online Store and the purchase contracts entered into through this website are governed by Portuguese law, namely Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011.

When registering on the website, you must ensure that all mandatory information provided is correct and complete. Please inform COSTA NOVA of any changes to your identification data, such as address, email, or other contacts, promptly updating your personal data in the customer area.

The website also allows purchases through the “Guest Checkout” option, without the need to register. In either case, you must ensure that the data provided is correct and complete. Only the personal data strictly necessary to fulfil your order will be requested, and such data will be used exclusively for that purpose.

By using the website, you undertake not to place false or fraudulent orders. If COSTA NOVA suspects such an order, it reserves the right to cancel it and report the matter to the relevant authorities.

COSTA NOVA reserves the right to update or amend these General Terms and Conditions of Sale at any time without prior notice. Therefore, we recommend that you read them each time you use the website. In case of doubt, please contact us via the contact form.

 

COMPANY

The sale of COSTA NOVA or Casafina by COSTA NOVA products through this online store is carried out under the name COSTA NOVA, by the company:

Music Exchange Ltd
Claverton Road
M23 9ZA Manchester
VAT GB 834867000

Music Exchange, together with COSTA NOVA, is responsible for processing personal data, with a contract in place that ensures full compliance with the data processing terms and conditions set out on this website and available in the Privacy Policy.

 

Contract Formation

To order one or more products available on the website, you must follow these steps:

  1. Search for the desired product, select the colour (if applicable) and the desired quantity;
  2. Add the product to the Shopping Cart by clicking "Add";
  3. If you wish to finalize your purchase, click "View Cart"; otherwise, continue adding products;
  4. In the cart, confirm the products and quantities (you may remove or adjust quantities);
  5. Enter a promotional code if you have one, click "Apply" and then "Checkout";
  6. Log in, create an account, or proceed as a guest;
  7. Confirm personal details, shipping/billing addresses, and select a payment method;
  8. Accept the Terms and Conditions and click "Secure Payment". For Visa/Mastercard payments, you will be redirected to a secure page;
  9. Make the payment and confirm the order. The order number will be displayed at the top of the page;
  10. Within a maximum of 24 hours, you will receive an order confirmation email;
  11. The order will then be processed and shipped to the provided address.

Note: Before clicking "Confirm Payment", you should review your order. You may change the address, payment method, or edit products in the cart.

The invoice will be sent in paper format with the order.

Guest Checkout

The "Guest Checkout" functionality is available. In this case, only the data strictly necessary to process the order will be requested. At the end, you will have the option to register as a user.

Complaints Management

Complaints must be made in writing via email to costanovauk@costanova.com. COSTA NOVA undertakes to resolve complaints based on customer satisfaction.

If you are not satisfied with the product or service, you may resort to an alternative dispute resolution entity, without prejudice to recourse to the courts.

Available entities: Online Dispute Resolution | European Commission (europa.eu).

Complaints should be addressed to Grestel via email: costanovauk@costanova.com.

Prices and Promotional Policy

Article prices are displayed in pounds sterling, including VAT at the legal rate in force, based on the geographical location of your IP address.

Prices remain valid throughout the purchasing process.

Shipping costs are not included and will be added at checkout (see "Shipping Costs").

You may access the COSTA NOVA website from another country at any time by entering the address directly into your browser. When changing country, prices and shipping costs will be adjusted accordingly.

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

Promotional Campaigns

The website www.ukcostanova.com features promotional campaigns with percentage discounts on the retail price.

Promotions are time-limited and apply only to orders placed during the promotional period. Stock shortages are excepted.

Discount Vouchers and Promo Codes

COSTA NOVA occasionally provides vouchers and promo codes to registered customers. To redeem a discount, simply enter the code and click "Validate". The discount will be applied to the total amount payable.

Payment Methods

The COSTA NOVA Online Store offers the following payment methods:

  • Credit Card (Visa, Mastercard)

CREDIT CARD

Credit card payments are processed through an external entity (payment gateway).

GRESTEL does not collect or process any card data. All information is handled directly by the payment service provider.

Supported cards: Visa, Mastercard, and Maestro.

The charge is made at the time the order is registered. For payment, you will always be asked for:

  • Card number;
  • Expiration date;
  • Validation code (the last 3 digits on the back of the card).

You will never be contacted by phone to provide card details. All transactions are in pounds sterling, encrypted, and 100% secure (see Privacy Policy).

Delivery Locations and Timeframes

Locations

Online purchases on this site cover deliveries to mainland United Kingdom, Northern Ireland, Isle of Wight, Scilly Isles, Scottish Highlands, and Scottish islands.

Online purchases can also be made for:
Mainland Portugal, Azores and Madeira, Spain (including Balearic and Canary Islands), France (except islands), Germany, Austria, Belgium, Netherlands, Denmark, Italy (except islands), Luxembourg, Ireland, Norway, Sweden, Switzerland, and the United States of America.

Delivery Times

Delivery times vary depending on the location:

  • 1 to 3 business days for mainland UK;
  • 2 to 4 business days for Isle of Wight, Scilly Isles, Northern Ireland, Scottish Highlands, and islands.

During promotional campaigns, UK or Portuguese public holidays, delivery times may be longer.

If COSTA NOVA is unable to meet the indicated timeframe, you will be informed and may choose to keep the order with a new delivery date or cancel it with a full refund, within a maximum of 14 days.

Delivery dates are indicative only.

To check delivery times in other countries, please select the market in the website footer.

Home Delivery

All orders are shipped to the address indicated by the customer at the time of purchase.

Orders are only dispatched after payment confirmation and stock availability.

Deliveries are made by COSTA NOVA’s logistics partners, namely FedEx, depending on the customer’s geographical location.

Incorrect data provision or address changes are the customer’s responsibility and may result in additional costs.

If you wish to send orders to different addresses, separate purchase processes must be completed. Each order will have its own associated shipping costs.

Shipping Costs

Shipping costs will be added during the purchase process and vary according to the order value and delivery location:

  • United Kingdom (mainland, Isle of Wight, Scilly Isles, Highlands, and Scottish Islands): £10.00 for orders up to £150 / FREE for orders over £150.
  • Northern Ireland: £20.00 for orders up to £200 / FREE for orders over £200.

Product Availability

Products displayed in the COSTA NOVA online store are subject to stock availability.

In the event of unavailability of a product already ordered, COSTA NOVA undertakes to inform the customer of the new expected delivery date, giving them the option to maintain or cancel the order.

If the customer chooses to cancel, COSTA NOVA undertakes to refund the amount paid (via the same payment method), within approximately 14 days from the date on which it became aware of the unavailability.

Order Status

After payment confirmation, and within a maximum of 24 hours, the customer will receive an order confirmation email, followed by another email once the order has left the distribution centre. A tracking number will be provided so that the customer can follow the shipment on the respective carrier’s website.

Carriers normally require a signature from the customer (or a representative) upon delivery. Absence at the indicated address implies automatic return of the order, with transportation costs charged to the customer.

If the customer wishes to have the order resent, they must formally request it via email to costanovauk@costanova.com, with the subject "Reshipment of Order", or via the contact form available on the website. The order number and new delivery address must be included.

Reshipments are subject to new shipping costs, to be borne by the customer.

Product Exchanges

COSTA NOVA does not process exchanges. If you wish to exchange a product, you must first return it. Please refer to the following paragraph.

Right of Withdrawal (Returns)

If, for any reason, you wish to return a product, you may do so freely, without penalty and without justification, within 15 days from the day after COSTA NOVA delivered the order directly to you or to a third party indicated by you, other than the carrier.

To exercise your right of withdrawal, you must notify COSTA NOVA of your decision by making an unequivocal statement through one of the following means:

  • Email: costanovauk@costanova.com
  • Contact form available on the website.
  • You may also use the European standard withdrawal form, although this is not mandatory.

The return of the order must be made within a maximum of 15 days from the date you notified COSTA NOVA of your decision.

After examining the returned items, we will inform you whether you are entitled to a refund. COSTA NOVA will refund the value of the returned products, including the cost of standard delivery to the original delivery address, without undue delay and within a maximum of 14 days. We may withhold the refund until we have received the products back or until you provide proof of return. Additional taxes are non-refundable.

The refund will be made using the same payment method used in the original transaction, unless expressly indicated otherwise by the customer. COSTA NOVA may also, at its discretion, issue vouchers as a refund method.

COSTA NOVA may cancel or refuse a confirmed order in the event of a technical error and/or pricing error or any incorrect product data displayed on the website at the time of the order. In such cases, COSTA NOVA will fully refund the amounts paid.

Items must be returned, along with the invoice, to:

Music Exchange Ltd
Claverton Road
M23 9ZA, Manchester
GB 834867000

Upon receiving the items, you may handle them only to establish their nature, characteristics, and functioning. Acceptable handling is that which would reasonably be allowed in a physical store. Items must not be damaged, soiled, washed, or altered, and tags or seals must remain intact. If handling exceeds acceptable limits and items show damage or loss of value, COSTA NOVA may deduct the corresponding amount from the refund.

Items must be securely packed in their original packaging. Used, altered, damaged, unpackaged items, or items without labels will not be accepted.

Return shipping costs are the responsibility of the customer. The customer is responsible for the costs and risks associated with returning the items, as described above.

Return of Defective Products

If the received item is defective, please contact us via the contact form on the website or by email at costanovauk@costanova.com, with the subject “Return of defective products”. Attach photos of the defective products and include the order number.

Items must be returned to:

Music Exchange Ltd
Claverton Road
M23 9ZA, Manchester
GB 834867000

Please provide proof of purchase. We will examine the item and, if deemed defective, will issue a full refund, including shipping costs, using the same payment method used in the original purchase.

In case of withdrawal with return of the product, you will be refunded the value paid for the product, shipping costs, and, when applicable, return costs. Refunds will be processed within a maximum of 14 days. We may withhold the refund until we have received the returned product or until you provide proof of return. Additional taxes are non-refundable.

Defects arising from misuse, non-compliance with provided instructions, or repairs carried out by unauthorized third parties are excluded from the warranty.

Return of Undelivered Orders

If an order is returned to the sender due to customer refusal, incorrect/incomplete address, or recipient absence, without a formal return request, COSTA NOVA reserves the right to deduct shipping and return costs from the refund, according to the cost table above. To avoid this, the customer must ensure the address is correct and that they are available to receive the order within the expected timeframe.

Exchanges/Returns for Gifts

Products purchased with a gift receipt cannot be returned. To exchange gifted products, proof of gift (receipt or digital document) must be presented. Products can only be exchanged for items of equal or greater value, with no right to a refund.

Return shipping costs to the warehouse are the responsibility of the customer. Any duties or taxes paid on shipping and return are non-refundable.

Variations Not Considered Defects

Products sold, especially handmade items, often feature natural characteristics of the materials used. Such characteristics, including grain, textures, knots, or colour variations, will not be considered defects or damage. On the contrary, the user should expect and value these features. We select only high-quality products, but these variations are natural and should be accepted as part of the individuality of the product.

The provisions of this clause do not affect the User’s rights as a consumer, nor their right of withdrawal from the contract.