Dispute Resolution

Last updated: 5 November 2025

Purpose and Scope

This policy outlines the process 26retrorevive follows for handling complaints and disputes related to purchases made on our website. It is intended to be read in conjunction with our Terms & Conditions, Returns & Refund Policy, and Privacy Policy.

Our aim is to resolve any issues you may encounter fairly, transparently, and with minimal inconvenience.

Your First Step: Contacting Us

We find that most issues can be resolved quickly and amicably. If you are not satisfied with your order or any aspect of our service, we ask that you please contact our support team as your first step.

For issues such as delivery damage, missing items, or incorrect products, please notify us within seven (7) days of delivery so we can act promptly.
For change-of-mind returns, please follow the timelines set out in our Returns & Refund Policy.

You can reach us by email at support@26retrorevive.com. For matters related to returns or specific order issues, you may also write to suporte@26retrorevive.com.

To help us investigate the matter efficiently, please include your order number, a clear description of the issue, and photographs where relevant (e.g., for damage or defects).

Our Investigation and Response

We are committed to addressing your concerns seriously and promptly. We will formally acknowledge your complaint within two working days of receiving it.

Our team will then conduct a full investigation. While most issues are resolved within ten to fourteen working days, the time required may vary depending on the nature of the enquiry (for example, if it requires feedback from our carrier partners). If we anticipate a delay in resolving your case, we will keep you informed of our progress.

Proposed Remedies

After assessing the situation, we will propose a fair and appropriate remedy. This may include, for example, a replacement item, a repair, a full or partial refund, store credit, or another solution in line with our policies and your rights under applicable consumer law.

If the issue is confirmed to be our responsibility (such as a defective item or a packing error), we will, of course, cover any reasonable costs associated with returning the item to us.

If We Cannot Resolve It Together: ADR and ODR

Our aim is always to resolve disputes internally. However, if you feel we have not been able to reach a mutually satisfactory outcome, you may be entitled to use Alternative DisputeResolution (ADR).

For consumers in Portugal, the competent ADR entity for our location is the Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (CNIACC).

Furthermore, for consumers residing in the European Union, the European Commission provides an Online Dispute Resolution (ODR) platform. This platform facilitates out-of-court resolutions for cross-border online purchases within the EU.

Using ADR or the ODR platform is a voluntary step. It does not affect your statutory right to bring a claim before the competent courts if you prefer.

Governing Law and Jurisdiction

Subject to any mandatory consumer protections that apply in your country of residence, any disputes are governed by Portuguese law. You agree to submit to the non-exclusive jurisdiction of the competent courts of Coimbra, Portugal. Nothing in this policy is intended to limit your right to pursue a claim in the courts of your domicile where such rights are provided by applicable law.

Records and Confidentiality

We maintain a record of all complaints and their resolutions. This information is used to help us improve our service and to comply with our legal obligations. All complaint files are handled confidentially and in accordance with our Privacy Policy.

Changes to This Policy

We may update this Dispute Resolution Policy from time to time. The version published on this page, identified by the "Last updated" date at the top, is the one currently in force.