Dispute Resolution
Alternative Dispute Resolution for EU Residents
As a consumer, you have the option of contacting a local alternative dispute resolution entity if you are unable to directly resolve a dispute with Espaço Bebé.
What is Alternative Dispute Resolution (ADR)? ADR is an extrajudicial procedure to resolve disputes, at national or international level, related to contractual obligations resulting from sales or service contracts between a trader established in the European Union and a consumer resident in the European Union. A neutral ADR entity intervenes, proposing or imposing a solution and acting as an intermediary between the parties with the aim of facilitating an extrajudicial resolution of the dispute. ADR means include arbitration centers, courts of peace and public mediation systems, covering mediation, conciliation and arbitration of consumer disputes in Portugal.
ADR entities are extrajudicial organizations, being a neutral party (such as a conciliator, mediator, arbitrator, ombudsman or complaints department) that Espaço Bebé and the client can turn to to resolve disputes, if the client chooses this route.
The ADR process is economical, simple and quick, benefiting both consumers and traders, as it allows you to avoid legal costs and lengthy procedures.
How can I file a complaint through the Alternative Dispute Resolution Process? If you wish to lodge a complaint, you must contact one of the ADR entities, with territorial jurisdiction defined based on the consumer's area of residence, especially if the purchase was made online. This ADR entity will also be able to clarify any doubts about this process (in accordance with article 18 of Decree-Law no. 144/2015, of September 8).
If you have any questions, you can consult the Consumer Portal at https://www.consumidor.gov.pt/ .
