Request for support — website has false headquarters in Portugal

Dear Gentlemen, I come to request DECO's support regarding a consumption situation involving the website Noalisboa.pt. The website presents itself as a company based in Portugal, indicating an address in Faro. However: The address indicated does not correspond to an existing commercial establishment The company has no registered activity in Portugal The purchased products were shipped from China The items received are of poor quality and do not correspond to the descriptions or images presented on the website The company refused the full refund and insisted that the return be made to China, at the consumer's expense, with costs higher than the value of the products After contacting the Complaints Book, I was informed that the company is not obliged to have a Complaints Book because it is not based in Portugal. I am also seeking clarification from the Directorate-General for Consumer Affairs. In the face of clear indications of misleading commercial practices, false identification of the operator and sale of non-compliant goods, I thank DECO for guidance regarding: To the applicable consumer protection mechanisms To the competent authorities to contact To any recommended actions in this type of situation I have all the supporting documentation (website, emails, address indicated, return instructions to China and photographs of the products received). With best regards,

Dear Customer, Thank you for reaching out regarding your concerns with the website Noalisboa.pt and the issues you have encountered with your recent purchase. I understand how frustrating it can be to deal with misleading commercial practices and the challenges that arise when products do not meet expectations. Your experience is important to us, and I appreciate you bringing this matter to our attention. It is concerning to hear that the products you received were of poor quality and did not match the descriptions provided on the website. Additionally, the refusal of a full refund and the requirement to return items to China at your expense is indeed troubling. I can only imagine the stress this situation has caused you, especially when you have taken the necessary steps to address your concerns through the appropriate channels. To assist you further, I kindly ask you to provide the email address you used for your order. This information will help us look into your case more thoroughly and guide you on the next steps regarding your refund request. We are committed to ensuring that our customers receive the support they need, and I want to ensure that your concerns are addressed appropriately. Thank you for your patience and understanding. I look forward to your response. Best regards, Áine How would you rate my reply? Great Okay Not Good HS:3189209264-146510 On Mon, Jan 5, 2026 at 7:45 PM UTC, wrote: