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Contact

Claims

If you want to file a complaint with Decántalo, you can do so through our

If you prefer, you can download this form and send it to us at [email protected].

When we receive your complaint, we will send you a response with a case number so you can track it.

Arbitration system for consumers

Decántalo Vinos, SL is part of the Consumer Arbitration System to provide a means of conflict resolution for any discrepancies that may arise.

The Consumer Arbitration System is a mechanism that Public Administrations offer to effectively resolve conflicts and complaints in consumer relationships. This extrajudicial system allows for binding and executive resolution of disputes between consumers and businesses without special formalities, as long as it does not involve poisoning, injury, death, or indications of a crime.

The parties voluntarily entrust the resolution of their conflict to an arbitration body, which acts with impartiality, independence, and confidentiality. The decision of the arbitration body is binding and has the same effect as a judicial ruling.

How does the arbitration system work?

You can request the Consumer Arbitration System through the Arbitration Board of your autonomous community, the National Arbitration Board, or a consumer association.

Mediation attempts to resolve the claim independently, impartially, and confidentially, without arbitrators. If no agreement is reached, the arbitration process begins, presenting documents, responses, allegations, and evidence. The arbitrator may also request additional evidence.

The procedure concludes with the arbitrator's decision, called the "award", which has the same effect as a court ruling and is binding on both parties from the time of issuance.

You can request arbitration from this link.

Online dispute resolution in the EU

As a consumer, you also have the right to claim before the European Union and have at your disposal the online dispute resolution platform that will allow you to do so for free.

This European platform is governed by the clauses of Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution in consumer matters.