Online Dispute Resolution

Dear customer,

In the event of a dispute, any consumer residing in Portugal and the European Union may exercise their right of complaint to an official, third-party entity impartial to the process. In this context, VIELA 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 resort to a Consumer Alternative Dispute Resolution Entity (RAL), as listed 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 Disputes

European Commission

You can also formalize your complaints and complaints regarding purchases made in our online store, contacting VIELA via e-mail ou on the helpline 912795801, available from 10:00h to 19:00h, on weekdays.

To verify more information about these processes, we also suggest consulting the website of the Directorate-General for Consumers:

What is the alternative resolution of consumer disputes?

This is a mechanism that allows all consumers to resort to official entities that can assist in the resolution of any conflict with a merchant entity, without first having to open a litigious process in Courts.

What is the role of these entities in conflict resolution?

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 try 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.