Dear Customer,

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

• Lisbon 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 OXYS Clean Air via the email info@oxys.pt or the helpline +351234660370, available from 9:00 am to 12:30 pm and from 1:30 pm to 17:00 on weekdays.

To check 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?

It 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 first having to open a litigation 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 subject of the complaint. The intermediary may impose a solution on both parties, or seek 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.