If a problem arises, please talk to us first (essenza@myessenza.eu · +351 308 802 194): most situations are resolved quickly. If you are not satisfied, official means of alternative consumer dispute resolution are available to you (Lei n.º 144/2015).
Alternative dispute resolution bodies
CICAP — Centro de Informação de Consumo e Arbitragem do Porto (Porto Consumer Information and Arbitration Centre; competent for Póvoa de Varzim)
Rua Damião de Góis, n.º 31, Loja 6, 4050-225 Porto · Tel. 225 508 349 · cicap@cicap.pt · www.cicap.pt
CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (National Consumer Dispute Information and Arbitration Centre; nationwide competence)
www.cniacc.pt
The full list of alternative dispute resolution bodies is available on the Portal do Consumidor (Portuguese Consumer Portal).
Complaints Book (Livro de Reclamações)
You can submit a complaint in the Electronic Complaints Book (Livro de Reclamações Eletrónico).
If you live in another European Union country
The European online dispute resolution (ODR) platform was closed by the European Commission on 20 July 2025 (Regulation (EU) 2024/3228). For a cross-border complaint, you can ask for free help from the European Consumer Centre in your country (ECC-Net).