Dispute Resolution
Dispute Resolution
Consumer complaint and dispute resolution mechanisms
Complaint Book
Electronic complaints
Viva Cosmética provides an Electronic Complaint Book, accessible through its official website.
livroreclamacoes.ptAlternative Dispute Resolution (ADR)
Mediation and arbitration before resorting to the courts
Consumers have the option to resort to official Alternative Dispute Resolution (ADR) entities, which assist in mediation or dispute resolution, before resorting to judicial courts.
You can contact any of the following entities:
CNIACC — National Centre for Consumer Conflict Information and Arbitration
Lisbon Consumer Conflict Arbitration Centre
Vale do Ave Consumer Conflict Arbitration Centre / Arbitration Court
CIAB — Consumer Information, Mediation and Arbitration Centre
CICAP — Consumer Arbitration Court
European Online Dispute Resolution platform
Dispute resolution for online purchases in the European Union
For more information on alternative dispute resolution, you can consult the European Union online dispute resolution platform.
ec.europa.eu/consumers/odrCompetent forum
Contractual clause for judicial disputes
Without prejudice to the mandatory legal provisions applicable to consumer protection, any dispute arising from the interpretation, execution or application of these Terms and Conditions will be submitted to the Judicial Court of the District of Porto, Maia Local Civil Court, with express waiver of any other.
Consumer rights
This clause applies without prejudice to mandatory legal provisions regarding consumer protection, which continue to safeguard the rights legally recognised to the consumer.
Before initiating a formal process
Whenever possible, we recommend that you first contact us directly via email at geral@vivacosmetica.com. Most issues can be resolved quickly and amicably this way.
Have a question or complaint?
Contact us directly — we always seek an amicable solution
geral@vivacosmetica.com