Online Dispute Resolution

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. In this context, provides all the information so that you can exercise your right to complain.
If for some reason you are dissatisfied with the purchase made in our online store, you can turn to an Alternative Dispute Resolution Entity (RAL) for consumption, as shown in the list below:
● Lisbon Consumer Dispute Arbitration Center
● CIAB – Consumer Information, Mediation and Arbitration Center (Consumer 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 via the email or the helpline 239 244 010, available from 9 am to 6 pm hours on weekdays.
To check more information about these processes, we also suggest consulting the website of the Directorate-General for the Consumer:
What is alternative consumer dispute resolution?
It is a mechanism that allows all consumers to resort to official entities that can assist in the resolution of any conflict with a commercial entity, without first having to open a litigation process in the 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 subject of the complaint. The intermediary may impose a solution on both parties, or seek 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 judicial route.
More information
Alternative Resolution of Consumer Disputes
Consumers may, at their express option, submit dispute resolution to a consumer dispute arbitration center.
In compliance with article 18 of Law no. 144/2015, of 8 September, it is hereby informed that the entities for the Alternative Resolution of Consumer Disputes are those on the following list:

Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL)

Rua dos Douradores, n.º 116, 2.º andar

1100-207 Lisboa

+351 218 807 030


Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (CNIACC)

Faculdade de Direito – Universidade Nova de Lisboa

Campus de Campolide

1099-032 Lisboa

+351 213 847 484


Centro de Informação de Consumo e Arbitragem do Porto (CICAP)

Rua Damião de Góis, n.º 31, Loja 6

4050-225 Porto

+351 225 508 349


Centro de Informação, Mediação e Arbitragem de Conflitos de Consumo do Algarve (CIMAAL)

Edifício Ninho de Empresas

Estrada da Penha

8005-131 Faro

+351 289 823 135


Centro de Arbitragem de Conflitos de Consumo do Distrito de Coimbra (CACCDC)

Av. Fernão Magalhães, n.º 240, 1.º andar

3000-172 Coimbra

+351 239 821 690


Centro de Arbitragem de Conflitos de Consumo da Madeira (CACCRAM)

Rua Direita, n.º 27, 1.º andar

9050-405 Funchal

+351 291 215 070


Centro de Arbitragem de Conflitos de Consumo do Vale do Ave/Tribunal Arbitral (CACCVA)

Rua Capitão Alfredo Guimarães, n.º 1

4800-019 Guimarães

+351 253 422 410


Centro de Informação, Mediação e Arbitragem de Consumo (Tribunal Arbitral de Consumo) (CIAB)

Rua D. Afonso Henriques, n.º 1 (Ed. Junta de Freguesia da Sé)

4700-030 Braga

+351 253 617 604


Av. Rocha Paris, n.º 103 (Edifício Vila Rosa)

4900-394 Viana do Castelo

+351 258 809 335

Centro de Arbitragem da Universidade Autónoma de Lisboa (CAUAL)

Rua de Santa Marta nº. 56 – 1º

1169-023 Lisboa

+351 213 177 603

It is not a process of supplying goods or services through the website, or by any electronic means, the consumer may also access the European Online Dispute Resolution Platform, available at ://webgate.