Dispute Resolution
Last updated September 2026
If something goes wrong with an order, the first step is to write to info@ntbfofficial.com. Most situations are resolved that way, and quickly.
Complaints book
If you would rather file a formal complaint, you can do so in the Portuguese electronic complaints book at livroreclamacoes.pt. It is free and you do not need to tell us first.
Dispute resolution bodies
In a consumer dispute, you may turn to an alternative dispute resolution body. These are free or low cost and avoid going to court.
- Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (CNIACC), at cniacc.pt
- The consumer arbitration centre for your area of residence. The full list is on the Portuguese consumer portal, at consumidor.gov.pt
Where the dispute is within the jurisdiction of the first instance courts, membership of one of these centres may be mandatory for us when the consumer chooses it.
Applicable law
Portuguese law applies to these sales. Nothing in these terms sets aside the rights the law gives you as a consumer.