Alternative Dispute Resolution

General information on Alternative Dispute Resolution for Consumers

Alternative Dispute Resolution for Consumers (ADR) includes mediation, conciliation, and arbitration. ADR entities are authorised to mediate, conciliate, and arbitrate consumer disputes in Portugal and must be included in the list of ADR entities provided for in Law No. 144/2015.

Consumers should always contact the supplier of the goods first to try to resolve the problem. You can do so by emailing info@muraqqum.com or via WhatsApp at +351 935 430 007. We will respond by the end of the next business day.

In the event of a dispute, consumers may contact an Alternative Dispute Resolution for Consumers entity:

• CACCL – Lisbon Consumer Dispute Arbitration Centre: www.centroarbitragemlisboa.pt;
• CNIACC – National Centre for Information and Arbitration of Consumer Disputes: www.cniacc.pt;
• or the arbitration centre in the area where you live.

For disputes up to €5,000, if the consumer chooses arbitration or mediation, Muraqqum is obliged to accept it (Law No. 63/2019). If you live in another EU country, you can ask your country's European Consumer Centre for help.

Complaints Book

You can also make a complaint in the Electronic Complaints Book.

More information is available on the Consumer Portal.