Updated July 10, 2024

Legal Notice: 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, Neptunpearl.com 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 appeal to a consumer Alternative Dispute Resolution Entity (RAL), as per the list below:

• Lisbon Consumer Conflict Arbitration Center
• CIAB – Consumer Information, Mediation and Arbitration Center (Consumer Arbitration Court)
• CNIACC – National Center for Information and Arbitration of Consumer Conflicts
• European Commission

You can also register your complaints regarding purchases made in our online store, by contacting Neptunpearl.com at info@neptunpearl.com.

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

What is alternative consumer dispute resolution?

Alternative consumer dispute resolution 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 a conflict?

These entities act as intermediaries between the consumer and the merchant 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 generally less expensive, less formal, and faster than the judicial route.