Online Dispute Resolution

Dear Customer,

In case of a dispute, any consumer residing in Portugal and the European Union can exercise their right to file a complaint with an official, third-party, and impartial entity. In this regard, Raquel Poço Jewellery provides all the information necessary for you to exercise your right to file a complaint.

If for any reason you are dissatisfied with your purchase made in our online store, you may contact an Alternative Dispute Resolution (ADR) entity for consumer disputes, as listed below:

 

• Centro de Arbitragem de Conflitos de Consumo de Lisboa

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

• CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo

• Comissão Europeia

 

You can also formalize your complaints and grievances regarding purchases made in our online store by contacting Raquel Poço Jewellery via email at geral@raquelpocojewellery.com or the support line +351 914 051 962 available from 12:00 PM to 5:00 PM on weekdays.

For more information about these processes, we also suggest consulting the website of the Directorate-General for Consumer Affairs: [www.consumidor.pt](http://www.consumidor.pt).

What is alternative dispute resolution for consumer disputes?

It is a mechanism that allows all consumers to resort to official entities that can assist in resolving any conflict with a commercial entity, without the need 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 subject of the complaint. The intermediary can impose a solution on both parties or seek to bring them together to reach a solution. Alternative dispute resolution is usually less expensive, less formal, and faster than the judicial route.