Note: Draft based on Law no. 144/2015 (alternative consumer dispute resolution) and updated public information about the ADR entity in Candilamp's headquarters area (Algarve). Confirm before publishing whether Candilamp is registered as a member of CIMAAL or another entity, which reinforces the commitment shown to the consumer.
Dispute Resolution Policy
Last updated: 25/08/2026
Candilamp aims to ensure your complete satisfaction. If any issue arises with your order, there are several ways to resolve it, in recommended order:
1. Contact us directly
In the vast majority of cases, the issue can be resolved quickly through our customer support:
Email: info@candilamp.pt
Phone: 289 706 737
Address: Av. D. João VI, n.º 144, R/c, 8700-145 Olhão
2. Complaints Book
In accordance with Portuguese law, Candilamp has a physical Complaints Book, available at our store in Olhão, and an Electronic Complaints Book, accessible at any time at www.livroreclamacoes.pt, where you can submit your complaint if you are not satisfied with the response received.
3. Alternative Consumer Dispute Resolution (ADR)
If it is not possible to resolve the dispute directly with us, and in accordance with Law no. 144/2015, of September 8, we inform you that the alternative consumer dispute resolution entity with jurisdiction in Candilamp's headquarters area is:
CIMAAL – Centro de Arbitragem de Conflitos de Consumo do Algarve
Av. 5 de Outubro, n.º 55, R/C Dtº, 8000-075 Faro
Phone: 289 823 135
Website: https://consumoalgarve.pt
Opening hours: Monday to Friday, 9h–13h and 14h–17h (in-person service by appointment)
You can also consult the complete list of ADR entities recognized in Portugal on the Consumer Portal.
[To be confirmed: if Candilamp formally adheres to CIMAAL as a binding entity, this adherence should be explicitly stated here, which constitutes an additional sign of trust for the customer.]
4. Cross-border disputes
If you reside in another Member State of the European Union, you can obtain support from the European Consumer Centres Network, through the European Consumer Centre in Portugal: https://www.cec.consumidor.pt.
Information note: the former European Online Dispute Resolution Platform (EC ODR Platform) stopped accepting new complaints as of May 13, 2024, having been discontinued by the European Commission. For consumer disputes, you should therefore directly resort to the competent ADR entity (section 3) or, in cross-border disputes, to the European Consumer Centres Network (section 4).
5. Judicial proceedings
Without prejudice to the mechanisms above, the customer can always resort to the Portuguese judicial courts to enforce their rights, with the court of the district of [Faro/Olhão] having jurisdiction, without prejudice to mandatory consumer protection rules that determine the jurisdiction of another court.
6. Contacts
Candilamp – Iluminação e Decoração, Lda.
Av. D. João VI, n.º 144, R/c, 8700-145 Olhão
NIF: 504202936
Email: info@candilamp.pt · Phone: 289 706 737