Online Dispute Resolution

Dear customer,

In the event of a dispute, any consumer resident 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, InstaCase provides all the information you need to exercise your right to complain.

If for any reason you are dissatisfied with your purchase from our online store, you can contact a consumer Alternative Dispute Resolution (ADR) body, as listed below:

● Lisbon Consumer Conflict Arbitration Center

● CIAB - Consumer Information, Mediation and Arbitration Center (Arbitration Court of

Consumption)

CNIACC - National Center for Consumer Conflict Information and Arbitration

European Commission

You can also formalize your complaints and claims regarding purchases made in our online store by contacting InstaCase via e-mail at [email protected] or the helpline 912029223, available from 9:00 a.m. to 6:00 p.m. on working days.

To find out more about these processes, we also suggest consulting the website of the Directorate-General for Consumer Affairs: www.consumidor.pt.

What is alternative dispute resolution?

This is a mechanism that allows all consumers to turn to official entities that can help resolve any conflict with a commercial entity, without first having to open litigation in the courts.

What role do these entities play in resolving the conflict?

These entities act as intermediaries between the consumer and the trader who is the subject 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 generally less expensive, less formal and faster than the judicial route.