ONLINE DISPUTE RESOLUTION
In order to support European consumers in filing their complaints about any dispute in which they are involved, the European Union provides a website for this purpose https://webgate.ec.europa.eu/odr/main/?event=main.home.show
In this context, Auri Foods provides all the information so that you can exercise your right to complain to an official entity, third party and impartial to the process. Thus, if you were dissatisfied with the purchase of a good or service on our site, or with the solution we presented to resolve the situation, you can access https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=PT, site oficial e expor a sua reclamação.
What is Alternative Dispute Resolution?
Alternative dispute resolution is the possibility available to all consumers to appeal to official bodies that can help them resolve, or guide them through, a conflict before they open litigation in the courts.
As a general rule, the procedure is as follows: the customer asks an impartial third party to intervene as an intermediary between him and the merchant who is the subject of his complaint. The intermediary may suggest a solution to your complaint, impose a solution on both parties, or bring the parties together to find a solution.
Alternative dispute resolution is generally less expensive, less formal and faster than going to court.
Contract Resolution (Returns) - Distance Sourcing
According to the pre-contractual information provided for in paragraph 1 of Art. 4 combined with paragraph 1 of Art. 10 of Decree-Law No. 24/2014 of February 14, as amended by Law No. 47/2014 of July 28, for distance purchases (online and to be received at the address via carrier), Portuguese law establishes a 14-day period (commonly known as the cooling-off period) for the consumer after taking physical possession of the goods, during which he or she may return the item(s) without the need to state a reason.
In cases of free Contract Resolution, return postage is the responsibility of the consumer, as stipulated in paragraph 2 of Article 13 of Decree-Law No. 24/2014 of February 14.
Suggestions of Alternative Dispute Resolution Entities
CNIACC – National Center for Information and Arbitration of Consumer Conflicts
Lisbon Consumer Conflict Arbitration Center
Vale do Ave Arbitration Center for Consumer Conflicts / Arbitration Court
CIAB – Consumer Information, Mediation and Arbitration Center (Consumer Arbitration Court)
CIMPAS – Center for Information, Mediation and Insurance Ombudsman