Dispute Resolution | Complaints Book

1. UMBOX.pt aims to provide a quality service and ensure customer satisfaction.
Should any question arise regarding your purchase, we invite you to contact us first, so that we can review the matter and seek a prompt and amicable solution.

2. Direct contact for complaints
For any complaint, comment or suggestion, you may contact us through:
– Email: support@umbox.pt
– The contact form available on the Contact page
Opening hours: Monday to Friday, 9:00 to 18:00; Saturday and Sunday, 9:00 to 14:00 (Portugal time).
We undertake to review your message carefully and to reply within the shortest possible time.

3. Alternative dispute resolution (ADR)
In compliance with Law no. 144/2015 of 8 September, we inform you that, in the event of a consumer dispute, the consumer may refer the matter to a Consumer Alternative Dispute Resolution Entity (ADR).
ADR entities are independent bodies that help resolve disputes between consumers and businesses without recourse to the courts.
The updated list of Consumer Alternative Dispute Resolution Entities is available at:
– Consumer Portal: https://www.consumidor.gov.pt/
The list of consumer alternative dispute resolution entities of the Member States is available at:
– https://consumer-redress.ec.europa.eu/dispute-resolution-bodies

For consumer disputes arising from contracts concluded and performed in the Lisbon Metropolitan Area, including those relating to UMBOX automatic machines, the territorially competent alternative dispute resolution entity is the Lisbon Consumer Disputes Arbitration Centre (CACCL):
– Telephone: 218 807 030
– Website: https://www.centroarbitragemlisboa.pt

4. Complaints Book (physical and electronic)
UMBOX.pt maintains a Complaints Book in accordance with the legislation in force.
The Complaints Book is available:
– in physical format, where applicable;
– in electronic format, through the Electronic Complaints Book.
If, following direct contact with us, you consider that the matter has not been duly resolved, you may submit your complaint through the Electronic Complaints Book, available at:
– https://www.livroreclamacoes.pt/Inicio/

At UMBOX automatic machines, the Complaints Book is available in electronic format, with the corresponding link indicated on the information plate affixed to the equipment.

5. Closing remarks
We reaffirm that our priority is to resolve any situation fairly and transparently, always favouring dialogue with the customer.
Thank you for your trust in UMBOX.pt.