PRAISE OR COMPLAINT

In the event of a dispute, any consumer residing in Portugal and on European Union you can exercise your right to complain to an official, third-party and impartial entity. In this context, Girapha 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 turn to an Alternative Dispute Resolution Entity (RAL) for consumption, as indicated in the list below:

  • Lisbon Consumer Litigation Arbitration Center
  • Porto Consumer Dispute 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 formalize your complaints and claims, regarding purchases made in our online store, by contacting Girapha via email. admin@girapha.pt or the helpline +351 918 220 088, available from 9 am to 6 pm on weekdays.

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

What is alternative consumer dispute resolution?
This is a mechanism that allows all consumers to resort to official entities that can assist in the resolution of any conflict with a commercial entity, without the need to initiate a litigation process in the 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 object of the complaint. The intermediary may impose a solution on both parties, or seek to bring them together so that a solution is reached. Alternative dispute resolution is, as a rule, less expensive, less formal and faster than the judicial route.