Online Dispute Resolution

Dear Client, 

In the event of a dispute, any consumer residing in Portugal and in the European Union can exercise their right to complain to an official, third-party and impartial entity to the process. In this context, the provides all the information so that you can exercise your right to complain.

If for any reason you were dissatisfied with the purchase made in our online store, you can resort to an Alternative Dispute Resolution Entity (RAL) for consumption, as listed below:

Lisbon Consumer Conflict Arbitration Center

CIAB – Consumer Information, Mediation and Arbitration Center (Consumption Arbitration Court) 

CNIACC – National Center for Information and Arbitration of Consumer Disputes ● European Commission


You can also formalize your complaints and claims, regarding purchases made in our online store, by contacting the through email or from the helpline 282 353 994, available from 9 am to 6 pm on weekdays

To check more information about these processes, we also suggest consulting the Directorate General for Consumer website: 

What is alternative consumer dispute resolution?

It is a mechanism that allows all consumers to resort to official entities that can help resolve any conflict with a merchant entity, without first having to file a litigation process in Courts.

What is the role of these entities in conflict resolution?

These entities act as intermediaries between the consumer and the trader who is the target of the complaint. The intermediary can impose a solution on both parties, or try to bring them together so that a solution can be reached. Alternative dispute resolution is, as a rule, less expensive, less formal and faster than the legal route.


More information 

Arbitration Centers 

CNIACC – National information and arbitration center for consumer disputes

Faculty of Law of the New University of Lisbon

Campus de Campolide, 1099-032 Lisboa

Tel: 213 847 484



Contracts entered into in the Lisbon Metropolitan Area

Rua dos Douradores , 116 2º – 1100-207 Lisboa

Tel: 218 807 030 / 218 807 038

Email: /


Direção-Geral do Consumidor

Praça Duque de Saldanha, n.º 31 1069-013 Lisboa

Tel: 21 356 46 00

Telecópia: 21 356 47 19


Web: /

More information at Consumer Portal

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