Online Dispute Resolution

Dear customer,

 

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

 

If for any reason you are dissatisfied with the purchase made in our online store, you can contact a consumer Alternative Dispute Resolution Entity (RAL), as per the list below:

 

• Lisbon Consumer Conflict Arbitration Center

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

• CNIACC – National Center for Information and Arbitration of Consumer Conflicts

• European Commission

 

You can also formalize your complaints and claims, regarding purchases made in our online store, by contacting Raquel Poço Jewelery via email raquelpocojewellery@hotmail.com ou on the support line 916510259, available from 12pm to 5pm, on weekdays.

 

To check more information about these processes, we also suggest consulting the website of the Directorate-General for Consumers: www.consumidor.pt.

 

What is alternative consumer dispute resolution?

 

This is a mechanism that allows all consumers to use official entities that can assist in resolving any conflict with a commercial entity, without first having to open a litigation process in Court.

 

What is the role of these entities in resolving the conflict?

 

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 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.