Natural Characteristics of TOSCCA Wood
Wood is a fine, versatile, and sustainable material. Each piece is unique, and its appearance depends on the growth pattern of each tree.
Color Variations – As a natural product, wood exhibits color variations depending on the species, the part of the tree (heartwood or sapwood), and the finish (stains, paints, etc.).
Cracks and Fissures – Cracks mainly appear in wood exposed to changes in
temperature and humidity, as a result of contraction and expansion. Changes in humidity cause the drier surface to contract, creating internal stresses that are relieved in the form of cracks.
Knots – Knots are a natural part of wood and give it a unique character and natural look. Their number and shape vary depending on the species.
Surface Mold – Surface mold or fungi may occasionally appear on treated wood that has been stored in a hot, humid environment. Once the wood is in use, this mold often disappears due to wind, rain, and UV rays. Gently brushing the wood after it has dried is also effective.
Discoloration (Grayish Wood) – Exposure of wood to UV rays causes damage to the lignin structure, resulting in a change in color to grayish tones. This change is proportional to the amount of sunlight exposure and progresses over time. To mitigate the effects, a wood-specific finish can be applied to the wood to achieve the desired color.
Raised Grains and Splinters – These result from the tree’s natural characteristics, such as irregular growth and genetic factors, and are most common near knots, where the fibers vary the most. If they occur, they can be corrected during installation by lightly planing the surface by hand.
Resin Pockets – Resin is one of the components of wood. During the drying process, wood releases a large portion of its resin content; however, this does not mean it is completely free of resin, and therefore, resin may reappear when the material is exposed to high temperatures again. Resin seepage occurs mainly around knots and can be easily removed with a putty knife or by light sanding.
Green Crystallization – During the autoclave process, copper salts are introduced into the wood cells and may be released naturally. The salt crystals can be removed by gentle sanding.
Slight Warping and Curvature – Wood is a hygroscopic and anisotropic material. When subjected to varying environmental conditions, particularly changes in relative humidity, it may develop slight warping and curvature. It is important to store the wood properly until installation.
Orders
Orders may be placed through TOSCCA’s Sales Department, its authorized dealers, by phone, by email, or through the online store. Any order accepted by TOSCCA implies full acceptance of these General Terms and Conditions of Sale. It is the customer’s responsibility to confirm the materials, quantities, and specifications listed on the order form. Unless otherwise indicated in writing, the order is considered confirmed and accepted as correct. TOSCCA reserves the right to refuse orders when there are indications of an obvious error, insufficient stock, or a lack of technical information necessary for fulfillment.
Order Cancellations
Before Production Begins – The customer may cancel the order in writing before production begins or the goods are prepared. In such cases, TOSCCA reserves the right to charge up to 20% of the total order amount to cover administrative and planning costs, in accordance with Article 432 of the Civil Code.
During production or after completion – If production has already begun, TOSCCA may charge for the costs actually incurred (raw materials, labor, preparation, and packaging). Once the product has been completed, packaged, or shipped, the cancellation may be refused.
Customized or made-to-order products – Products that have been manufactured, cut, treated, painted, varnished, or customized cannot be canceled or returned, except in cases of force majeure that are duly proven and accepted by TOSCCA. This rule complies with Article 17(c) of Decree-Law No. 24/2014, which excludes the right of free termination for goods made to the consumer’s specifications or that are clearly personalized.
Shipping and Delivery
Customers may pick up their orders at Toscca’s facilities (Oliveira de Frades or Linhó – Sintra). Upon request, delivery to the specified location can be arranged, subject to additional shipping costs. Deliveries are made to the customer’s doorstep or to the nearest point accessible to trucks. The customer is responsible for moving the products within the premises (from the unloading point to the installation site).
Price and Payment
Prices include VAT at the applicable statutory rate, unless otherwise indicated. TOSCCA reserves the right to withhold delivery of products and technical documentation until full payment of the price has been made, in accordance with Article 755(1)(a) of the Civil Code. In the event of late payment, interest may be charged at the statutory rate in effect for commercial transactions, pursuant to Decree-Law No. 62/2013.
Returns and Right of Withdrawal
As devoluções serão aceites quando devidamente justificadas e comunicadas até 14 dias após a receção da mercadoria, ou noutro prazo legal. Se o comprador for consumidor, goza do direito de livre resolução, previsto nos artigos 10.º e seguintes do Decreto-Lei n.º 24/2014, podendo resolver o contrato sem necessidade de indicar motivo, no prazo de 14 dias. O cliente deve devolver o produto em bom estado, com embalagem original e fatura. Os custos de devolução são suportados pelo cliente, salvo erro imputável à TOSCCA.
A TOSCCA pode recusar devoluções quando:
– O produto foi fabricado ou encomendado exclusivamente para o cliente;
– O produto foi utilizado ou manuseado;
– O produto foi mal-acondicionado;
– A encomenda foi confirmada e não foi comunicada qualquer incorreção após a confirmação.
If a return is accepted, the amount will be credited to your checking account or refunded, as applicable.
Complaints and Warranties
Complaints must be sent to geral@toscca.com, including:
– Order number, invoice, or shipping label;
– Description of the reason and, if applicable, photographs.
– Product identification and quantity;
Deadline: within 48 hours of delivery, in the event of damage or missing items.
If the complaint is accepted, TOSCCA may:
– Replace the product;
– Refund the amount; or
– Issue a credit to the customer’s account, up to the amount of the original invoice.
The legal warranty of conformity is 3 years for consumers, in accordance with Decree-Law No. 84/2021, and 2 years for professionals, unless otherwise agreed.
The warranty does not cover:
– Modifications without prior approval from TOSCCA;
– Normal wear and tear;
– Improper storage, handling, or installation;
– Negligence, abuse, or misuse;
– Structural movements, excessive loads, or improper application;
– Natural phenomena—rain, hail, earthquakes, etc.;
– Lack of proper maintenance.
Maintenance Recommendations
- Keep surfaces clean and protected
- Perform periodic maintenance using appropriate products.
Consumer Dispute Resolution Pursuant to Article 3(a) of Law No. 144/2015, of September 8, there are authorized arbitration centers for consumer disputes.
More information: www.consumidor.gov.pt
Final Provisions
TOSCCA reserves the right to update these General Terms and Conditions of Sale without prior notice.
The updated version will always be available at www.toscca.com.
