Consumer information, complaints and dispute resolution

This document sets out the information provided by DECOR PITA – MATERIAIS DE CONSTRUÇÃO, S.A., hereinafter referred to as “Decorpita”, concerning:

a) Consumer rights and contact channels;

b) The submission and handling of complaints;

c) The Portuguese Electronic Complaints Book;

d) Alternative consumer dispute resolution mechanisms;

e) Arbitration of consumer disputes;

f) Cross-border consumer disputes;

g) Other legally available dispute resolution mechanisms.

 

This information applies to disputes arising from contracts for the sale of goods or provision of services entered into between Decorpita and consumers under applicable Portuguese law.

DECOR PITA – MATERIAIS DE CONSTRUÇÃO, S.A.

Registered office:
Estrada do Casal da Coxa, no. 2
2600-056 Rondulha
Vila Franca de Xira
Portugal

Corporate and taxpayer identification number: 503 150 541
Telephone: +351 263 287 320
Email: geral@decorpita.pt
Website: https://decorpita.pt

Full corporate details are available in the Legal Notice and Corporate Information.

For the purposes of this document, a consumer is a person to whom goods, services or rights are supplied for non-professional use by a person carrying out a professional economic activity for profit.

This information is therefore primarily intended for natural persons purchasing goods or services for private purposes rather than in connection with a trade, business, profession or industrial activity.

Disputes arising from contracts entered into by companies, trade professionals, resellers, contractors, developers, architects or other organisations acting in the course of their professional activities will not generally constitute consumer disputes.

Where a consumer has any question, complaint or concern relating to a product, service, proposal, order, delivery, installation, warranty or after-sales service, the consumer should first contact Decorpita directly.

Direct contact enables Decorpita to:

a) Identify the relevant matter;

b) Review the applicable documents;

c) Request further information;

d) Assess the circumstances;

e) Contact the relevant departments, suppliers or service providers;

f) Propose an appropriate solution where applicable.

 

Portuguese public guidance recommends that consumers first seek to resolve the matter directly with the relevant business and retain evidence of that contact.

Complaints may be submitted through the following channels:

Email: geral@decorpita.pt
Recommended subject line: Complaint

Postal address:

DECOR PITA – MATERIAIS DE CONSTRUÇÃO, S.A.
For the attention of: Customer Support
Estrada do Casal da Coxa, n.º 2
2600-056 Rondulha
Vila Franca de Xira
Portugal

Consumers may also visit a Decorpita showroom or premises during the applicable opening hours.

To enable Decorpita to review the matter properly, the complaint should include, where possible:

a) The consumer’s name and contact details;

b) Customer number, where available;

c) The number and date of the proposal, quotation, order or invoice;

d) Identification of the relevant product, service or project;

e) The place of purchase, delivery or installation;

f) A clear description of the facts;

g) The date on which the matter was identified;

h) Details of any action already taken;

i) The remedy or outcome requested;

j) Relevant documents, photographs or other evidence.

 

Consumers should not provide identification documents, full banking details, passwords or other personal information that is not required to review the complaint.

Decorpita may request further information where necessary to confirm the order, assess the matter or contact the relevant manufacturer, supplier, carrier, installer or other party.

Complaints will be referred to the appropriate department and assessed taking into account:

a) The facts submitted;

b) Available documentation;

c) The applicable proposal, order or contractual terms;

d) Product technical specifications;

e) Manufacturers’ guidance;

f) Statutory consumer rights;

g) Applicable warranty and after-sales conditions;

h) The responsibilities of the relevant parties.

 

Submitting a complaint does not automatically constitute acknowledgement by Decorpita of a defect, lack of conformity, breach of contract or liability.

A decision will be made following assessment of the available evidence and, where necessary, an inspection, technical assessment or consultation with the relevant parties.

Decorpita will seek to respond as soon as reasonably possible, subject to the time required to obtain information, carry out technical checks or contact third parties.

Decorpita provides a physical Complaints Book at its establishments in accordance with applicable Portuguese law.

Consumers may request the physical Complaints Book at any Decorpita establishment open to the public. Access to the Complaints Book must not be made conditional on the presence of a manager or the prior submission of another complaint.

Consumers may also submit a complaint through the Portuguese Electronic Complaints Book — Livro de Reclamações Eletrónico.

Access to the official platform should be provided through a clearly visible button or link in the Website footer.

The provision of the Electronic Complaints Book and publication of access to it on the business operator’s website are mandatory for suppliers of goods and service providers subject to this regime.

Website button:

Access the Portuguese Electronic Complaints Book

The button should direct Users to the official Electronic Complaints Book platform.

Complaints submitted through the platform are forwarded to Decorpita and to the competent supervisory or regulatory authority in accordance with the operation of the platform.

A complaint submitted directly to Decorpita and a complaint entered in the physical or electronic Complaints Book are separate mechanisms.

Consumers may:

a) Contact Decorpita directly to seek a solution;

b) Use the physical Complaints Book;

c) Use the Electronic Complaints Book;

d) Refer the matter to an alternative dispute resolution entity;

e) Bring proceedings before a court or use another legally available remedy.

 

Use of one mechanism does not necessarily prevent use of another, subject to the applicable rules, jurisdiction and time limits.

Submitting a complaint does not automatically suspend any statutory, judicial, contractual, limitation or expiry period.

Alternative consumer dispute resolution provides mechanisms through which certain consumer disputes may be resolved outside the ordinary courts by independent and authorised entities.

Depending on the competent entity and applicable procedure, the following mechanisms may be available:

a) Legal information;

b) Mediation;

c) Conciliation;

d) Arbitration.

 

Consumer arbitration centres may receive and assess complaints, provide information to the parties, seek an amicable settlement and, where they have jurisdiction, refer the dispute to an arbitral tribunal.

Portugal has several authorised consumer dispute resolution entities operating according to geographical area, subject matter and, in some cases, the value of the dispute.

Suppliers of goods and service providers must inform consumers of the alternative dispute resolution entities to which they are bound by membership or as a result of compulsory arbitration.

The information must be provided in a clear, comprehensible and easily accessible manner on the business operator’s website and, where applicable, in written contracts or another durable medium.

The competent entity will depend on factors including:

a) The place where the contract was concluded or performed;

b) The location of the establishment;

c) The consumer’s residence in certain distance contracts;

d) The value of the dispute;

e) The subject matter of the dispute;

f) The rules and jurisdiction of the relevant entity.

Taking into account the locations of Decorpita’s establishments, the following entities may have jurisdiction:

 

13.1. 13.1. Lisbon Metropolitan Area

Centro de Arbitragem de Conflitos de Consumo de Lisboa — CACCL

Address:
Rua dos Douradores, no. 116, 2nd and 3rd floors
1100-207 Lisbon
Portugal

Telephone: +351 218 807 030
Email: juridico@centroarbitragemlisboa.pt

CACCL handles eligible consumer disputes arising from purchases of goods or services from establishments located within the municipalities of the Lisbon Metropolitan Area, in accordance with its jurisdiction and procedural rules.

Visit the official CACCL website
Submit a complaint to CACCL

 

13.2. 13.2. Algarve

Centro de Informação, Mediação e Arbitragem de Conflitos de Consumo do Algarve — CIMAAL

Address:
Avenida 5 de Outubro, no. 55, ground floor right
8000-075 Faro
Portugal

Telephone: +351 289 823 135
Email: info@consumoalgarve.pt

CIMAAL assists with consumer disputes falling within its territorial and procedural jurisdiction.

Visit the official CIMAAL website
Submit a complaint to CIMAAL

 

13.3. 13.3. Other competent entities

Where the dispute does not fall within the jurisdiction of the entities identified above, consumers may consult the official list or use the public search service to identify the competent centre according to location, subject matter and the circumstances of the contract.

Acceptance and handling of any complaint will remain subject to the territorial, material and financial jurisdiction of the selected entity.

Consumer disputes not exceeding the jurisdictional threshold of the Portuguese courts of first instance — currently EUR 5,000.00 — are subject to compulsory arbitration or mediation where the consumer expressly elects to submit the dispute to an arbitral tribunal operating within a legally authorised consumer arbitration centre.
In such circumstances, submission of the dispute by the consumer to the legally competent centre may require the business to participate in the proceedings regardless of whether it has previously entered into a voluntary full-membership arrangement.
The consumer will be informed at the beginning of the proceedings that they may be represented by a lawyer or solicitor and may apply for legal aid where they do not have sufficient financial means.
For higher-value disputes, the availability of arbitration will depend on the centre’s rules and jurisdiction, any relevant membership arrangement and, where required, agreement between the parties.

The identification of alternative dispute resolution entities on this page does not, in itself, constitute a declaration that Decorpita has entered into full voluntary membership of the relevant centres.

Decorpita will participate in proceedings where:

a) Participation is required by law;

b) Decorpita has joined the competent entity;

c) Decorpita has agreed to submit the dispute to the procedure;

d) Another applicable contractual or statutory obligation applies.

 

Any future voluntary membership of an arbitration centre should be expressly identified on this page and in any other required documentation.

The applicable procedure will be governed by law and by the rules of the selected dispute resolution entity.

Depending on the circumstances:

a) The entity may seek to resolve the dispute through mediation;

b) A conciliation attempt may take place;

c) The matter may be referred to arbitration;

d) Documents and other evidence may be requested;

e) A technical assessment or expert examination may be carried out;

f) Fees may apply in accordance with the centre’s rules.

 

An arbitral award is binding on the parties and may be enforced in accordance with applicable law.

Consumers submitting a complaint to an alternative dispute resolution entity should retain and provide all relevant evidence, including:

a) The proposal or quotation;

b) Order confirmation;

c) Contract or accepted terms;

d) Invoice or proof of payment;

e) Delivery documents;

f) Photographs;

g) Technical reports or assessments;

h) Communications exchanged with Decorpita;

i) Any complaint previously submitted;

j) Decorpita’s response;

k) A clear description of the remedy sought.

 

The entity may request further information or documentation to assess its jurisdiction and review the case.

Consumers residing in another European Union country, Iceland, Norway or the United Kingdom may seek information from the European Consumer Centre in their country of residence regarding a cross-border consumer dispute.

The European Consumer Centre Network provides information and assistance in seeking an amicable resolution of disputes between consumers and businesses located in different countries.

Assistance from a European Consumer Centre does not replace access to the courts and does not automatically suspend judicial or other statutory time limits.

The former European Online Dispute Resolution Platform — the ODR Platform — has been discontinued.

The submission of new complaints ended on 20 March 2025, and the Regulation establishing the platform was repealed with effect from 20 July 2025. Decorpita’s Website will therefore not provide links or instructions relating to the former platform.

The discontinuation of the ODR Platform does not affect national alternative dispute resolution mechanisms or access to authorised consumer arbitration centres.

Use of an alternative dispute resolution entity does not affect the right to bring proceedings before the competent courts, except where a binding arbitral award has been issued or another statutory restriction applies.

Use of the mechanisms described on this page does not automatically alter, suspend or interrupt:

a) Limitation periods;

b) Expiry periods;

c) Time limits for reporting lack of conformity;

d) Warranty periods;

e) Judicial deadlines;

f) Administrative deadlines;

g) Other statutory or contractual time limits.

 

Consumers should obtain independent legal advice where they have questions concerning their rights, applicable time limits or the most appropriate dispute resolution mechanism.

Personal data provided in connection with a complaint will be processed to:

a) Receive and assess the complaint;

b) Identify the relevant commercial relationship;

c) Contact the consumer;

d) Request and assess documentation;

e) Contact relevant suppliers or service providers;

f) Respond to the complaint;

g) Comply with legal obligations;

h) Establish, exercise or defend legal claims.

 

Further information is provided in Decorpita’s Privacy and Data Protection Policy.

Where the consumer uses the Electronic Complaints Book or an alternative dispute resolution entity, personal data will also be processed by the relevant platform or entity under its own privacy policy.

Decorpita may amend or update this information as a result of:

a) Legislative or regulatory changes;

b) Changes to the competent entities;

c) Changes to their contact details or procedural rules;

d) The opening, closure or relocation of establishments;

e) Decorpita joining an alternative dispute resolution entity;

f) Changes to internal complaints channels;

g) Changes to the operation of the Electronic Complaints Book.

 

The updated version will be published on the Website together with the date of the latest update and the applicable version number.

This information shall be interpreted in accordance with:

a) Portuguese Law no. 24/96 of 31 July — Consumer Protection Act;

b) Portuguese Law no. 144/2015 of 8 September — Alternative Consumer Dispute Resolution Act;

c) Portuguese Law no. 63/2019 of 16 August;

d) Portuguese Decree-Law no. 156/2005 of 15 September — Complaints Book regime;

e) Any other applicable Portuguese and European legislation.

For enquiries, complaints or requests for information:

DECOR PITA – MATERIAIS DE CONSTRUÇÃO, S.A.

Email: geral@decorpita.pt
Telephone: +351 263 287 320

For personal data enquiries:

Data protection: privacidade@decorpita.pt

Last updated: 01.09.2026
Version: 1.0