Galmi.pt is committed to providing a positive and satisfactory online shopping experience. However, if any disagreement or dispute arises between the company and its customers, we will work to resolve the situation quickly, effectively, and amicably. Our Consumer Dispute Policy outlines consumers' rights and the available dispute resolution options.

1. Consumer Rights

According to the applicable legislation, consumers have the right to resolve consumer disputes effectively, including the possibility of resorting to extrajudicial dispute resolution. If the consumer is not satisfied with the products or services purchased on our website, Galmi.pt commits to trying to resolve any issues or complaints presented.

2. Extrajudicial Dispute Resolution

If a dispute arises that cannot be resolved directly between the consumer and Galmi.pt, the customer has several alternatives to resolve the dispute without going to court, including the use of online dispute resolution platforms.

2.1 Online Dispute Resolution (ODR) Platform

The European Commission provides an online platform (ODR - Online Dispute Resolution) that allows consumers and traders to resolve disputes related to online purchases extrajudicially. Using this platform is simple and allows for quick and effective dispute resolution.

How does the ODR Platform work?

  1. The consumer accesses the ODR platform through the link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.show&lng=EN
  2. The consumer must fill out an online form with details about the dispute and identify our company (Galmi.pt) as part of the process.
  3. The ODR platform will then forward the complaint to an alternative dispute resolution body, which will attempt to mediate the dispute impartially.

Galmi.pt commits to cooperating with this process and attempting to resolve the dispute amicably. However, the use of the ODR platform does not prevent the consumer from resorting to the courts if an agreement cannot be reached.

2.2 Alternative Dispute Resolution Methods

In addition to the ODR platform, there are other alternative dispute resolution methods, such as mediation and arbitration, that can be used to resolve the dispute without the need to go to court.

  • Mediation: The mediation process involves an impartial mediator who will help the parties reach a mutual agreement. The mediator facilitates communication between the parties and seeks a solution that is acceptable to both.

  • Arbitration: Arbitration is a process in which a third party, the arbitrator, makes a binding decision on the dispute. The arbitrator's decision is final and must be followed by the parties involved.

These methods are generally faster and less costly than judicial procedures. If the consumer wishes to use one of these methods, Galmi.pt is willing to cooperate and provide the necessary information to ensure the dispute is resolved efficiently.

3. Judicial Dispute Resolution

If the dispute cannot be resolved through the methods described above, the consumer can resort to the competent courts to resolve the issue.

3.1 Competent Jurisdiction

According to Portuguese legislation, in case of a dispute, the competent court will be the court of the consumer's residence or the company’s headquarters, unless otherwise stated. This means that if the customer resides outside the area of Galmi.pt's headquarters, they may choose to resolve the dispute in their local jurisdiction.

In any situation, Galmi.pt is committed to respecting consumers' rights and complying with judicial decisions if the dispute is resolved through judicial means.

4. How to File a Complaint or Dispute

If the consumer wishes to file a complaint or dispute related to the products or services purchased on our website, they should follow the steps below:

  • Contact Galmi.pt: Before resorting to formal dispute resolution methods, we encourage the consumer to contact us directly. They can do so via email at geral@galmi.pt, or through our customer support page. We will attempt to resolve the issue quickly and amicably.

  • Formal Complaint: If, after the initial contact, the consumer is not satisfied with our response or the issue is not resolved, they can file a formal complaint. This complaint must be submitted in writing and clearly outline the problem, the products or services involved, and the solution the consumer expects to obtain.

  • Complaint Follow-up: Galmi.pt commits to responding to all formal complaints within 15 business days. If the dispute is not resolved amicably, the consumer will be informed about the next steps and available dispute resolution options.

5. Consumer Rights

According to the applicable legislation, consumers have the right to resolve disputes related to the products or services purchased, including the right to:

  • Request a product return or refund of the amount paid.
  • Request repair or replacement of a defective product.
  • Exercise their rights under the legal warranty, as provided in the Portuguese Civil Code.

6. Applicable Legislation

This Consumer Dispute Policy complies with Portuguese and European legislation, including:

  • Portuguese Civil Code
  • Consumer Protection Law (Law No. 24/96)
  • General Data Protection Regulation (GDPR)
  • Directive 2013/11/EU of the European Parliament and Council on Alternative Dispute Resolution for Consumer Disputes (ADR)

Galmi.pt respects all consumer rights as defined in the applicable legislation.

7. Contacts and Customer Support

If you have any questions or concerns related to our dispute policy or wish to initiate a dispute resolution process, please contact us using the following methods:

  • Email: geral@galmi.pt
  • Phone: +351 965 052 609
  • Address: Vereda do Ribeiro, Nº 3 9370-439

Our team is available to help resolve any issues quickly and efficiently.