Complaints & disputes

If something has gone wrong, tell us first: most problems are solved fastest by email. You also have formal options, listed below.

1. Write to us

support@treasovi.shop · +351 916 804 172 · contact form. Include your order number. We answer complaints within 15 business days at the latest, and normally within two.

2. Electronic complaints book

As a business selling to consumers in Portugal, we provide the official electronic complaints book, Livro de Reclamações Eletrónico (Decreto-Lei n.º 156/2005, as amended by Decreto-Lei n.º 74/2017). You can file a complaint there at any time; it is forwarded to us and to the competent authority, and we reply within 15 business days.

Open the Livro de Reclamações

3. Alternative dispute resolution

Under Lei n.º 144/2015, consumers can submit a dispute with us to an alternative dispute resolution entity. The entities competent for us are:

• CIAB – Centro de Informação, Mediação e Arbitragem de Consumo (Tribunal Arbitral de Consumo), Rua D. Afonso Henriques, 1, 4700-030 Braga, with an office in Viana do Castelo; www.ciab.pt
• CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo, for disputes where no regional centre is competent; www.cniacc.pt

The full list of authorised entities is published by the Direção-Geral do Consumidor at www.consumidor.gov.pt. Consumers living in another EU country can get free help with a cross-border dispute from the European Consumer Centre in their country.

4. Authorities

Consumer protection in Portugal is overseen by the Direção-Geral do Consumidor (DGC) and the Autoridade de Segurança Alimentar e Económica (ASAE). You may also go to court; as a consumer you can sue in the courts of your country of residence.