Dispute Resolution

You can formalize your complaints and claims related to purchases made in our online store by contacting the Azulejo Publicitário Português Store via email: [email protected].

In case of a dispute, any consumer residing in Portugal and the European Union can exercise their right to complain to an official entity, third and impartial to the process. In this context, the Azulejo Publicitário Português Store 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 use an online dispute resolution (ODR) system, the ODR Platform, with competence to resolve disputes related to contractual obligations arising from online sales or service contracts. Access here to the Electronic Platform for Alternative Dispute Resolution in online sales or service contracts.

In case of dispute, you can use a Consumer Dispute Resolution Entity: Centro de Arbitragem de Conflitos de Consumo do Distrito de Coimbra (Avenida Fernão de Magalhães n.º 240, 1.º, 3000-172 Coimbra).

For more information about these processes, we also suggest consulting the website of the Directorate-General for Consumer Affairs: consumidor.pt.

What is alternative dispute resolution for consumers?

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 initiate litigation in courts first.

What role do these entities play in conflict resolution?

These entities act as intermediaries between the consumer and the trader who is the target 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 generally less expensive, less formal, and quicker than going through the courts.