Area 11
Consumer Law
The consumer relationship is unequal by definition, and the law exists to correct that imbalance. We act on both sides of the counter: for the consumer who has suffered loss, and for the supplier seeking to operate in compliance.
- 🇧🇷 Brasil
- 🇵🇹 Portugal
Overview
Need an assessment on this subject? The initial consultation establishes the right framework before any step is taken.
Book a consultationFor consumers, most cases begin with everyday situations that customer service cannot resolve: a product that does not work and is not replaced, a charge that will not stop, a service cut off without notice, a cancelled flight with no rebooking, an improper credit record that closes doors.
In those cases, the first step is rarely litigation. A well founded formal notice resolves a good share of them, and where it does not, the record built along the way is what supports the claim and the compensation sought.
For suppliers, the work is preventive: standard terms, exchange and returns policies, advertising and customer service flows reviewed against consumer legislation, both Brazilian and Portuguese, significantly reduce the volume of claims.
What we do
Services in this area
Each scope may be engaged on its own or combined with others, according to what the matter requires.
Defective goods and services
Replacement, repair, refund and compensation where a product or service does not match what was contracted.
Improper charges and credit records
Suspension of charges, removal from credit reference registers and compensation for improper entries.
Essential services and standard terms
Banking, health insurance, telecoms, energy and education: review of unfair terms and restoration of service.
Air travel, tourism and e-commerce
Flight cancellation and delay, lost baggage, package holidays and online purchases, including between Brazil and Portugal.
Compliance of commercial practices
For suppliers: review of terms of sale, warranties, advertising and customer service policy.
Defence of suppliers
Representation in individual claims, collective actions and proceedings before consumer protection authorities.
Frequently asked
Questions we are asked often
The answers below are for information only and do not replace individual analysis of your matter.
I bought a defective product and the retailer will not resolve it. What can I do?
Record the complaint in writing and keep the reference number. If it is not resolved within the statutory period, you may require replacement, a refund of the amount paid or a reduction in price, together with compensation where loss has been suffered.I have an adverse credit record for a debt I do not recognise. Am I entitled to compensation?
An improper entry in a credit reference register may give rise to compensation, in addition to immediate removal of the record. The analysis depends on whether other legitimate entries exist in your name.My online shop sells to Portugal. Which rules apply?
Sales to a consumer domiciled in Portugal generally attract the protection of Portuguese and European law, even where the supplier is based in Brazil. Information duties and the right of withdrawal must be observed.
Consumer Law
Need guidance on consumer law?
The initial consultation assesses the legal viability of your objective and sets out the available paths, with stages and timelines defined. Online, by video call or in person in São Paulo.
Monday to Friday, 9am to 6pm (Brasília time). We reply within one business day.