Online Dispute Resolution

Dear Customer,

In the event of a dispute, any consumer residing in Portugal or within the European Union may exercise their right to file a complaint with an official, impartial third-party entity.
In this context, Via Essenza provides all the necessary information for you to exercise your right of complaint.

If, for any reason, you are dissatisfied with a purchase made in our online store, you may contact one of the following Alternative Consumer Dispute Resolution (ADR) entities:

• 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

• European Commission – Online Dispute Resolution Platform

You may also submit your complaint regarding purchases made on our online store by contacting Via Essenza via email at info@viaessenza.com.

For more information on these processes, we also recommend visiting the Portuguese Consumer Directorate-General website: www.consumidor.pt.

What is alternative consumer dispute resolution?

Alternative Dispute Resolution (ADR) is a mechanism that allows consumers to resort to official entities that can assist in resolving any conflict with a trader, without the need to initiate legal proceedings.

What is the role of these entities in resolving disputes?

These entities act as intermediaries between the consumer and the trader involved in the complaint.
The intermediary may either impose a binding decision on both parties or bring them together to reach a mutual agreement.
Alternative dispute resolution procedures are generally less costly, less formal, and faster than judicial proceedings.