In the event of a dispute, any consumer resident in Portugal and the European Union may exercise their right to complain to an official, third-party, and impartial body. In this context, My Name Is Rose provides all the information you need to exercise your right to complain.

If for any reason you are dissatisfied with your purchase from our online store, you can contact a consumer Alternative Dispute Resolution (ADR) body, as listed below:

• Centro de Arbitragem de Conflitos de Consumo do Porto
• CIAB – Centro de Informação, Mediação e Arbitragem de Consumo (Tribunal Arbitral de Consumo)
• CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
• European Commission

You can also formalize your complaints and claims regarding purchases made in our online store by contacting My Name Is Rose at hello@mynameisrose.com, available on working days from 9:30 to 18:00.

To find out more about these processes, we also suggest visiting the Direção-Geral do Consumidor website: www.consumidor.pt.

What is alternative dispute resolution?

It is a mechanism that allows all consumers to turn to official entities that can help resolve any conflict with a trader without first having to open a litigation process in the courts.

What is the role of these bodies in resolving the conflict?

These bodies act as intermediaries between the consumer and the trader who is the subject of the complaint. The intermediary can impose a solution on both parties, or try to bring them together so that a solution can be reached. Alternative dispute resolution is generally less expensive, less formal and quicker than the judicial route.