Last updated: 19 August 2026
We want to resolve customer questions and complaints fairly and efficiently. This page explains how to contact ScentAI and the Portuguese complaint and alternative-dispute-resolution options that may be available.
1. Contact us first
Contact us at info@hasfros.com and include your name, order number, a description of the issue and the outcome you are requesting. We will investigate and respond as soon as reasonably possible.
2. Portuguese Electronic Complaints Book
Where applicable, consumers may submit a complaint through the Portuguese Electronic Complaints Book (Livro de Reclamações Eletrónico):
https://www.livroreclamacoes.pt/Inicio/
Electronic complaints have the legal validity provided by Portuguese law. The applicable response period and handling procedure are governed by the relevant Portuguese rules.
3. Alternative dispute resolution
Consumers may use a recognised Portuguese alternative dispute-resolution entity that is competent for the nature and geographical area of the dispute. The applicable entity may depend on the consumer’s location, the type of transaction and the seller’s registered area.
For Coimbra and surrounding areas, the relevant consumer-arbitration centre should be confirmed before publication. Use the official list published by the Portuguese Directorate-General for Consumers to identify the correct entity:
Portuguese list of alternative dispute-resolution entities
Participation in an alternative dispute-resolution procedure is subject to the applicable legal rules and the competence and acceptance of the relevant entity.
4. Court proceedings
Consumers retain any mandatory rights to bring proceedings before a competent court. Nothing on this page limits mandatory consumer-protection rights.
5. EU Online Dispute Resolution platform
The former European Online Dispute Resolution platform was discontinued on 20 July 2025. We therefore do not provide an outdated link to that platform.
6. Seller contact
HASFROS, LDA, operating the ScentAI brand
Rua das Meãs de Cima, n.º 229, Meãs do Campo, 3140-164 Montemor-o-Velho, Portugal
Email: info@hasfros.com
