Termos do serviço

1. About us

CasaNovae24 is operated by PIPE CONSTRUCTION EOOD, a company registered in Bulgaria.

Company registration number: 148014466
VAT number: BG148014466
Registered address: 16 Andromeda Street, Zvezditsa, Bulgaria
Email: info@casanovae24.com

These terms apply to consumer purchases through our online store. Shopify provides the platform; your purchase contract is with PIPE CONSTRUCTION EOOD.

2. Products and orders

Please review the product description, dimensions, specifications and included accessories before ordering. Accessories shown in photographs are included only where the product description states this.

You must provide accurate contact and delivery details. We will acknowledge your order by email and confirm acceptance when your order is dispatched.

If a product is unavailable or we discover a material error in its description or price, we will contact you before dispatch. We will not substitute a product or charge a higher price without your agreement. If we cannot fulfil your order, any payment collected will be refunded.

3. Prices, taxes and payment

Prices are displayed in GBP for the United Kingdom and EUR for our European market. The currency and total payable are shown at checkout before you place your order.

Standard delivery is free and included in the price.

CasaNovae24 bears applicable import duties, import taxes and standard customs-clearance charges for deliveries to our supported destinations, including the United Kingdom, Switzerland and Norway. These charges will not be added to your order after checkout.

If a courier or customs authority requests such a payment, contact us so we can arrange settlement. If you have already paid, send us the receipt so we can reimburse the covered charge.

Your bank or payment provider may apply its own currency-conversion fees.

Available payment methods are displayed at checkout. Price changes after an order is accepted do not affect that order.

4. Delivery

We deliver to the United Kingdom, all European Union countries, Norway and Switzerland. This includes Denmark and Sweden.

Orders are normally dispatched on the next working day using FedEx, DSV or Dachser.

Estimated delivery times from the order date, including dispatch time, are:

3–7 working days to all supported destinations.

Working days exclude weekends and public holidays affecting dispatch or delivery. These are estimates. We will contact you if we become aware of a significant delay.

Please tell us about restricted access or other delivery difficulties before dispatch so we can coordinate suitable arrangements. Delivery does not include installation unless expressly agreed.

We remain responsible for the goods until you, or a person you nominate other than the carrier, physically receive them. Your statutory rights concerning delayed or failed delivery remain unaffected.

5. Cancellation and 365-day returns

We offer returns of unused products within 365 days after delivery. Return transport is free for return requests made within 30 days of delivery. From day 31 through day 365, the buyer pays return transport for unused products, estimated at EUR 70–130 per stove depending on country and weight. Products made to individual specifications or clearly personalised are excluded from the voluntary offer. Statutory withdrawal and faulty-goods rights remain unaffected.

For requests, RMA instructions, packaging and our Bulgarian return address, see our Returns Policy, which forms part of these terms.

6. Refunds

For statutory withdrawals, refunds are due within 14 calendar days of the cancellation notice, subject to the lawful right to wait for returned goods or evidence of dispatch. Standard outbound delivery charges are refunded where required by law. For eligible voluntary extended returns, refunds are processed within 14 working days after receipt and inspection, using the original payment method without a processing fee. Banks may take up to a further 7 days. See the Returns Policy for full details and protection of earlier orders and advertised free-return promises.

7. Warranty and faulty goods

Our stoves come with a 2-year warranty from delivery. Contact us with your order details and a description of the problem; photographs may help us assess it.

For faulty, damaged or incorrectly supplied goods, we will provide the remedy required by applicable law, which may include repair, replacement, a price reduction or a refund. We bear the necessary transport costs for valid claims.

Please report visible transport damage as soon as reasonably possible. Failure to note damage on a delivery document does not automatically remove your rights.

The 2-year warranty does not replace or shorten any statutory rights, including longer protection available under the law applicable to your purchase.

8. Installation and safe use

Stoves must be installed and used according to the manufacturer's instructions and applicable local requirements. Use a suitably qualified installer where required.

Confirm that the appliance, flue, ventilation, hearth and installation location are suitable before installation. Use only the specified fuel.

Damage caused by misuse, unsuitable fuel or incorrect installation is not a product defect, but this does not exclude responsibility for defective goods or incorrect instructions supplied by us.

9. Privacy and complaints

Our Privacy Policy explains how we process personal information.

For questions or complaints, contact info@casanovae24.com. Please include your order number and the outcome you are seeking so we can investigate and respond.

10. Applicable law and changes

These terms are governed by Bulgarian law. This does not deprive consumers of mandatory protections available under the law of their country of habitual residence where those protections apply.

Nothing in these terms excludes liability or restricts rights that cannot lawfully be excluded or restricted, including applicable rights to bring proceedings in your local courts.

We may update these terms for future orders. The version in force when you place your order applies to that purchase.