Consumer Dispute Resolution & Complaints
- Consumer complaint contact
If you have a complaint, please contact us first at support@pawsandpistonsmc.com so that we can try to resolve the matter quickly and fairly.
- Alternative dispute resolution (RAL / ADR)
In the event of a consumer dispute, you may use an Alternative Dispute Resolution entity that is competent for the dispute.
The competent ADR / RAL entity or entities for this business are: TRIAVE – Centro de Arbitragem de Conflitos de Consumo do Ave, Tâmega e Sousa / Tribunal Arbitral, Rua Capitão Alfredo Guimarães, 1, 4800-019 Guimarães, Portugal, telephone +351 253 422 410, email geral@triave.pt, website https://www.triave.pt.
The former EU Online Dispute Resolution (ODR) platform is discontinued and is no longer an active complaint-submission channel.
- Electronic complaints book
In accordance with applicable Portuguese rules, access to the electronic complaints book is available here:
https://www.livroreclamacoes.pt/inicio
- Internal handling times
We aim to acknowledge customer complaints promptly and, where a formal complaint is submitted through the Livro de Reclamações Eletrónico, to respond within the legally applicable timeframe, which is generally 15 working days unless a different rule applies.
- Court rights preserved
Use of ADR or the complaints-book system is without prejudice to your right to submit the dispute to the competent courts.