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Vila Nova de Famalicão
Mon - Sat: 9:00 - 18:00
Sunday: CLOSE

This information is only for private consumers residing in Portugal.


Duty imposed by Law no. 144/2015, of 8 September.

In the event of a dispute, the consumer may use an Alternative Dispute Resolution Body (RAL), below the list of entities that forms an integral part of this information.

In case there is no entity registered in the RAL list, with territorial jurisdiction delimited in the area where the company providing the services in question is located, or in case of doubt, the consumer can resort to the CNIACC - National Center for Information and Arbitration of Conflicts also identified in the RAL list, which has complementary competence throughout the national territory.

For more information, see consumer portal www.consumidor.pt or www.arbitragemdeconsumo.org.

Privacy policy

At Norpavi, Lda, we care about your safety and believe in the need to protect the privacy of the personal information you share with us. To this end, we make every effort to ensure the security of the purchase process, as well as the privacy of the personal information you provide to us.


Navigation safety

We can guarantee that all requests you make on our site are safe, since we use strict security measures for this purpose, namely, the use of the efficient Socket Layer Server (SSL). With this server, any information you enter is encrypted before it is transmitted, making it very unlikely that any third party will access your data or intercept the information that has been transmitted.

In order to create a maximum level of security, you can also check if you are using your browser in a safe way, if you look at the address bar and check for an icon (image) of a lock closed.

The address entered must also begin with https. The "s" indicates that you are browsing a secure page. We advise you to be careful to do so on any page where you intend to provide your personal data or sensitive and important data. The latest versions of the most popular browsers such as Internet Explorer, Chrome, Safari and Firefox support these secure connections. If for some reason this option has been disabled in your browser, you will not be able to log in until you reactivate it. You can find this option in the browser settings in the menu under "security".


The protection of your personal data

Norpavi, Lda is the entity responsible for the collection and processing of your personal data. The personal data provided by users of the website will be subject to computer processing and will be included in the Norpavi, Lda database (s).

Norpavi, Lda has a strong concern with the protection of personal data and the privacy of all its customers.

Whenever a collection of personal data is required to be made available to any third party service, such collection will be carried out in strict compliance with the General Data Protection Regulation (Regulation (EU) 679/2016 of 27 April 2016) and related national legislation , European and international.

Norpavi, Lda ensures that the data collected by you are those strictly necessary to fulfill the purposes of customer management (including the definition of profiles); marketing and advertising, billing for purchases, deliveries and repairs.

Data processing operations are lawful when:

• the processing of personal data is necessary for the performance of a contract, in accordance with Article 6 (1) b) RGPD: sale of products, repair services and delivery services;

• when the data subject has given their consent to the processing of their data, in accordance with article 6, paragraph 1, al. a) of the RGPD: customer card, profile definition and transmission of data to third parties;

• when the treatment arises from a legal obligation, in accordance with article 6, paragraph 1, al. c) of the RGPD: invoicing.


What do we collect and in what way?

On the Norpavi website, we collect the following information:

1. All personal information you enter and send, such as name, date of birth, address, email address, NIF and contact. Norpavi, Lda only collects information necessary for ordering and opening a customer account.

We never collect payment details.

2. The data that allow us to recognize you and your preferences, as well as how you use our site. This treatment avoids the situation of having to re-enter information every time you visit and access the site. This data is collected by cookies while browsing the site. A complete guide to our cookie policy as well as an explanation of how you can control cookies on your device can be found here (link to cookie policy).

3. Your IP address (i.e. your computer's individual identification number) is automatically recorded by our web server. This feature serves to analyze your interest in the site, as well as to know its location (for example, municipality / city), which will allow us to offer you relevant and tailored information about our stores and services.

4. Your preferences and the use of alerts, through emails that we send you, in case you choose to receive emails about products and offers.


Access to personal data

They will have access to personal data to Norpavi, Lda. As the controller, as well as their subcontractors. The latter only access the data in this capacity: in the after-sales service for installations, home delivery and repairs will have access to the personal data strictly necessary for the pursuit of the intended purposes.


Your Rights

You may at any time exercise your rights (the right of access to personal data, the right to erase personal data, the right to rectification of personal data, the limitation of treatment, opposition to treatment and the portability rights of data) through our Data Protection Officer.

The registered user may at any time withdraw the consent already given for treatments based on this legal basis, without such withdrawal having repercussions on the legality of the treatments previously carried out.

You may change or update your personal data in your customer area. You can still do it through the email address.

You may at any time oppose the sending of marketing communications by Norpavi, Lda using the option to opt out given to each communication received, or accessing your personal area of ​​the site and modifying the settings of receiving marketing communications. Alternatively, you can use our contact form by sending an email as follows:

• Type "No Marketing" in the subject line and the following information in the body of the email:

- Full name

- Postal address, including postal code

- Email address

We try to keep our general terms and conditions of hiring and use as clear as possible, and give you all the necessary information about the online transactions in our store so that you can easily understand the whole process, from ordering, delivery / until a possible return will be the case.

It is very important to us that your online shopping experience matches your expectations, so please take a few minutes and read on. Do not forget you need to accept our general terms and conditions of hiring and use each time you make a purchase - they may change, so please check the date at the bottom of the page.

Please note that there are different terms for purchases in our "physical" store (including prices, service charges, availability, delivery time and return policies), please check them in our store.


1. Domain www.norpavi.pt

The website www.norpavi.pt is owned by the company Manuel de Sousa Lopes, SA, headquartered at Travessa da Ponte Nova N.º190 A-1 4770-414 Pousada de Saramagos, registered with the Commercial Registry Office of Vila Nova de Famalicão under the single of a legal company 500 181 110.


2. Subject matter and scope

These general terms and conditions of hiring and use, apply to visitors to www.norpavi.pt and to any commercial transactions made through the online store of Norpavi, Lda.


3. Safety conditions

Norpavi, Lda. is committed to respect the personal data of all users of your site and undertakes to protect all personal information that each user decides to place there.

There may be areas of the site that can be accessed without the user's disclosure of any personal information. However, where it is necessary to collect data for the provision / availability of products / services, or if you decide to provide your personal data, the collection and use of these data will comply with the criteria of the legislation applicable to the protection of personal data - General on Data Protection - in order to ensure the confidentiality and security of the personal data provided.

Norpavi, Lda. reserves the right, without prior notice, to change and update security procedures, always in full respect for the rights of data owners and guided by the principle of liability set forth in the RGPD. Despite the aforementioned security procedures, there are risks of using the Internet, over which Norpavi has no control and which require permanent attention and care from data subjects.


4. Treatment of data

Norpavi, Lda. is the entity responsible for the collection and processing of personal data. The personal data placed by users will be subject to automated processing and will appear in the data base (s) of Norpavi, Lda.

They will have access to personal data, Norpavi, as controller, and their subcontractors, the latter only in that capacity and within the limits duly contractualized. Subcontractors will only have access to the personal data strictly necessary for the intended purposes.

The personal data provided to Norpavi will be used exclusively for customer management, including profiling, and for marketing and advertising purposes. The data processing operations have the following bases of lawfulness:

• Execution of a contract: sale of products, repair services and delivery services; or

• Consent of the data subject: client form, profile definition and transmission of data to third parties; or

• Legal obligation: billing.

In the case where the data processing is based on the consent of the data subject, the data subject may at any time withdraw the consent already provided, without such withdrawal having a bearing on the legality of the treatment previously carried out.

The Data Owner may at any time request the Data Protection Officer to exercise the legally established rights, albeit in accordance with the RGPD and other applicable personal data protection laws, namely:

• right of access;

• right of rectification;

• right to erasure;

• right to limit treatment;

• right to object to treatment;

• the right to data portability;

• right to complain to the CNPD.


5. Products and Prices

All prices are for sale to the public, in euros and include VAT at the legal rate in force, and are still exclusive to the online store. Please note that there are different prices in our "physical" store (including prices, service charges, availability, delivery time and return policies), please check them in our store.

Norpavi, Lda. reserves the right at any time to substitute or modify the available products, their prices and the conditions presented, safeguarding the orders already made.

Norpavi, Lda. makes every effort to ensure that the information presented is free of typographical errors (in the descriptions, characteristics, values and / or images / photographs of the products) and, whenever they occur and are detected, to his correction, immediately.


6. Order

You can place your order online at www.norpavi.pt. The orders in the online store of Norpavi, Lda. can be made 24 hours a day, 7 days a week.

While browsing the store, you can add to your shopping cart by clicking the "buy" button. When you have finished selecting the products, you can select the "Show purchases" option to make the purchase. In the field "Shipping" you can choose to pick up at our store at Norpavi or delivery to an address that indicates in the "Delivery Address".

After you have entered your personal data, you will be asked to accept the terms of service and also confirm the intention to place the order. Once confirmed, the order will be sent to the online store of Norpavi, Lda. and can not be canceled, except for the right of withdrawal in accordance with item 11 of these "General terms and conditions of hiring and use". Your order will not be accepted and the contract will not be concluded until you have received confirmation by e-mail of the order's acceptance by Norpavi - Manuel de Sousa Lopes, SA. Once your order has been accepted, you will be the reference that will allow you to follow the delivery of the products.

Orders will only be accepted if deliveries are made in Continental Portugal, for other regions you should contact us by email or by phone.

In the absence of availability of the product (s) Norpavi, Lda. undertakes to inform the user and to reimburse him of the amounts that he may have paid within a maximum period of thirty (30) days date of the unavailability.


7. Package delivery

Only orders whose deliveries are made in Continental Portugal will be accepted. Orders for delivery in sections are not accepted.

Small parcels (up to 20kg) will normally be delivered by courier (CTT Expresso) between 8am and 7pm on weekdays, or by freight forwarders for large parcels (over 20kg) in the morning between 8 am and 2 pm and afternoon between 2 p.m. and 8 p.m., from Monday to Saturday.

For orders with payment by Bank Transfer, Credit Card, Multibanco, the delivery time will, in principle, be up to 48 hours and working days, from the date of receipt and confirmation of payment of the order by Norpavi, except for breakage of stock, where an alternative delivery time will be proposed.

The delivery will be done by signing the receipt of receipt, by any person who is at the indicated address and who is, from that moment, responsible for delivery to the Customer.

If no one is at the indicated address, the order will be at the CTT station of the area of the abovementioned address for 3 business days, after which it will be returned to Norpavi - Manuel de Sousa Lopes, SA, for orders in which the means of dispatch be CTT Expresso. For the rest, the articles will return to Norpavi, Lda. ..

For orders that return to Norpavi, Lda., a new delivery will be scheduled, and this will be paid for by the Customer.

Payment can be made at the moment of order confirmation through Multibanco, Credit Card and Bank Transfer.


8. Payment Methods

Norpavi, Lda., in your online store you have several payment options for your order:

Bank transfer - You have 5 days after placing the order to proceed to the payment in an ATM (ATM) or in the home banking, using the data provided in the confirmation of your order (IBAN / BIC / SWIFT and value) and sent to e -mail registration. This data is also stored in the customer account under "orders". If the payment is not made after the 5th day, the order will be canceled.

Norpavi, Lda.

IBAN: PT50 0033 0000 45451244993 05



9. Warranty

No. DL 67/2003 of 8 April, with amendments introduced by DL 84/2008, of 21 May.

All equipment is covered by a 2-year warranty for individuals and 1 year for companies, with the exception of consumables, components and accessories, which are guaranteed by their respective manufacturers. In order to benefit from this guarantee, the Customer must keep the invoice as proof of purchase.

In case the product purchased is defective or damaged:

You can go to the after-sales service to our store with the invoice of the article, for the situation to be evaluated.


You can communicate the same to the Customer Support for This email address is being protected from spambots. You need JavaScript enabled to view it., informing the number of your order and the description of the malfunction. The costs of returning or collecting items within the warranty period will be borne by Norpavi.

Upon receipt of the item at Norpavi's premises, we will carry out the technical verification and, if we prove any lack of conformity, the item will be delivered to the technical service of the trademark in case the lack of conformity is repaired or replaced.

If the technical verification detects signs of misuse, and / or any problem that may have caused the malfunction of the item (eg, fall, humidity, etc.), you will be contacted to indicate if you intend to repair the equipment by even for the brand's technical assistance.


10. Damage during transport

Small items (up to 20kg). usually delivered by courier (CTT Expresso):

On delivery, check the condition of the packaging. If you experience any abnormality (damaged, wet, torn ...), you can refuse the order (in this case, without opening it).

If you prefer, you can accept the order, and you should ask for the delivery slip to the courier and put what visually checks the packaging and in addition also write "reservations on delivery, subject to conference".

Large items (> 20 kg), usually delivered by freight forwarders:

Request the unpacking of the article (s).

Check the item (s) for any visible damage. If so, DO NOT accept them.


11. Contract resolution

The Client has, under the applicable law, the right of contractual resolution (without payment of compensation and without having to indicate the reason), which must be exercised in writing, by e-mail, letter or telephone, within 14 days from the date of receipt of the order (article 10, nº 1 of DL 24/2014 of February 14).

The articles will have to be returned within 14 days after notification of the decision to terminate the contract and accompanied by the original invoice (article 13, nº 1 of DL 24/2014 of February 14).

The costs of transporting the returned items will be borne by the Customer, except when they can not, by their nature or size, be returned by mail. (article 13, nº 2 of DL 24/2014 of February 14).

If you wish to exchange or return items, you can go to any Norpavi shop or contact Norpavi.pt Customer Support, who will provide you with all the information about the exchange / return process. In no case send the articles without previous contact because they will not be received.

The return and exchange of articles must comply with the following conditions:

- Restitution of articles and their accessories in good condition, with full original packaging and accompanied by their invoices;


Norpavi, Lda. does not accept the return or exchange of these articles after being used.

After contact with Customer Support norpavi.pt and you are given the return instructions, you can send us the properly conditioned article, with original packaging to the following address:

Norpavi, Lda.

Travessa da Ponte Nova N.º190 A-1 4770-414 Pousada de Saramagos (V.N. Famalicão)

All articles will be checked upon arrival at our service and only those that respect the return conditions will be accepted for exchange or return.

If you choose to return the amount we request that you provide us with an IBAN (international bank account number) so that we can make the return in a faster way.

In the event of receiving damaged or technical problems, Norpavi will schedule the collection of the same in the place that indicates us, in the same area of shipment of the original order, without any charges for the Customer.

The return will only be made after the technical verification of the state of the product, within a maximum period of 14 days from the date of receipt of the communication of free resolution.

Norpavi, Lda. reserves the right not to accept articles that do not fulfill these conditions.


12. Conflict resolution

In accordance with Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 may use the ODR - RLL platform in Portuguese.


13. Final dispositions

Norpavi may send Customer information about new products, promotions or other information of interest to Customers of the Online Store.

For any comments or questions, please contact our Norpavi Customer Service Line at 252 141 439 (Monday to Saturday: 9 am to 18 pm) or by email using our contact form.


Norpavi Ltd. is a company specializing in the supply and installation of synthetic grass / artificial grass and synthetic flooring, offering each customer a full service (key-in-hand) at the best price and quality of the market.

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