Dispute Resolution (RAL) and Online Dispute Resolution (ODR)
At Zelthy, operated by Huxia, Lda., we are committed to providing high-quality products and excellent customer service. However, if any issue arises during your shopping experience, we aim to resolve it promptly and fairly. This page provides information about your rights and options for dispute resolution, in accordance with European and Portuguese regulations.
Alternative Dispute Resolution (ADR)
If you have a complaint about a product or service purchased from our website, and you are unable to reach a satisfactory resolution with our customer service team, you have the right to use Alternative Dispute Resolution (ADR) mechanisms. ADR entities are impartial and can assist in resolving consumer disputes without the need for litigation.
In Portugal, certified ADR entities include:
- Centro de Arbitragem de Conflitos de Consumo de Lisboa: www.centroarbitragemlisboa.pt
- Centro de Informação de Consumo e Arbitragem do Porto: www.cicap.pt
- Centro de Arbitragem da Universidade Autónoma de Lisboa: arbitragem.autonoma.pt
- For a complete list of certified ADR entities in Portugal, please visit the Consumer Directorate-General (Direção-Geral do Consumidor) at www.consumidor.gov.pt.
European Online Dispute Resolution (ODR) Platform
In addition to national ADR bodies, the European Union provides an Online Dispute Resolution (ODR) platform that allows consumers and traders within the EU to resolve disputes arising from online transactions. The ODR platform is a user-friendly, interactive website managed by the European Commission.
You can access the ODR platform via the following link: https://ec.europa.eu/consumers/odr. This platform allows you to submit a complaint in any official EU language, which will then be directed to the relevant national ADR entity for review.
Important Information
- Right to ADR: Using an ADR entity is voluntary and serves as an alternative to court proceedings.
- Notification Requirement: According to EU regulations, businesses must provide clear information about ADR and the ODR platform. We adhere to this requirement as part of our commitment to transparency and compliance with consumer protection laws.
Contact Information for Dispute Inquiries
For questions related to dispute resolution or any aspect of this policy, please reach out to us:
Huxia, Lda.
Rua dos Ferradores 39 B e C, 8125-498 Quarteira, Portugal
Email: wecare@zelthynutrition.com
