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 the process. In this context, 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 Disputes 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 through the email or the support line 289 586 885, available from 9 am to 6 pm hours, 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?
This 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 open 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
Alternative Consumer Dispute Resolution
The Consumer may, at his express option, submit the resolution of disputes to a consumer dispute arbitration center.
Pursuant to article 18 of Law No. 144/2015, of 8 September, it is hereby informed that the Alternative Consumer Dispute Resolution entities are those listed in the following list:
Lisbon Consumer Conflict Arbitration Center (CACCL)
Rua dos Douradores, n.º 116, 2nd floor
1100-207 Lisbon
+351 218 807 030
National Center for Information and Arbitration of Consumer Conflicts (CNIACC)
Faculty of Law – Universidade Nova de Lisboa
Campolide Campus
1099-032 Lisbon
+351 213 847 484
Porto Consumption and Arbitration Information Center (CICAP)
Rua Damião de Góis, no. 31, Store 6
4050-225 Porto
+351 225 508 349
Algarve Consumer Disputes Information, Mediation and Arbitration Center (CIMAAL)
Business Nest Building
Penha Road
8005-131 Faro
+351 289 823 135
Coimbra District Consumer Dispute Arbitration Center (CACCDC)
Av. Fernão Magalhães, n.º 240, 1st floor
3000-172 Coimbra
+351 239 821 690
Wood Consumption Arbitration Center (CACCRAM)
Rua Direita, no. 27, 1st floor
9050-405 Funchal
+351 291 215 070
Arbitration Center for Consumer Conflicts of Vale do Ave/Court of Arbitration (CACCVA)
Rua Capitão Alfredo Guimarães, nº 1
4800-019 Guimaraes
+351 253 422 410
Consumer Information, Mediation and Arbitration Center (Consumption Arbitration Court) (CIAB)
Rua D. Afonso Henriques, No. 1 (Sé Parish Council Building)
4700-030 Braga
+351 253 617 604
Av. Rocha Paris, n.º 103 (Vila Rosa Building)
4900-394 Viana do Castelo
+351 258 809 335
Arbitration Center of the Autonomous University of Lisbon (CAUAL)