Consumer Protection Law in Colombia.

Frequently asked questions

What clients ask us most.

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• 01

  How long does a company have to respond to a direct complaint from a consumer?

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  The producer or supplier has fifteen (15) business days from receipt of the complaint to respond (Article 58, no. 1, Law 1480 of 2011). If it fails to respond or its response is unsatisfactory, the consumer may go directly to the SIC. Handling these complaints promptly is a strategic decision: experience shows that between 70% and 80% of cases are resolved at this stage, before escalating to a judicial or administrative proceeding.
• 02

  How does the legal warranty work in Colombia?

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  The legal warranty is the obligation of every producer and/or supplier to answer for the quality, suitability, safety and good condition of the products it places on the market. The warranty term is the one announced by the producer or supplier; absent that, it is one (1) year for new products. In the event of a breach, the consumer may demand, at their choice, repair of the good, its replacement or a refund of the price paid. Some product categories (food, medicines, products with technological components, among others) follow special rules that modify these terms and conditions.
• 03

  What is liability for defective products?

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  The producer, importer and supplier are jointly and severally liable for the damages caused to consumers and third parties by defective products (Article 20, Law 1480 of 2011). This liability is strict: the affected party is not required to prove fault or negligence, only the product's defect, the harm suffered and the causal link between the two. The action lapses one (1) year from the moment the consumer became, or should have become, aware of the harm.
• 04

  How do you defend against a proceeding before the SIC?

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  The defense before the SIC must be built from the moment the complaint is received. The key elements are: responding within the legal deadline with solid technical arguments; providing evidence of the quality and suitability of the product or service; demonstrating compliance with pre-contractual information duties; and, where applicable, proving the absence of liability through grounds for exoneration (force majeure, the consumer's exclusive fault, or a third party's act). A well-structured strategy at this stage can avoid penalties and, in many cases, facilitate a favorable settlement.
• 05

  What penalties does the SIC impose on businesses?

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  The SIC is empowered to impose fines of up to 2,000 current monthly minimum legal wages (SMMLV). The most frequent infractions and their indicative ranges are: warranty breach (10–50 SMMLV), misleading advertising (50–500 SMMLV) and violation of consumer information duties (10–100 SMMLV). In addition, the SIC may order restitution measures in favor of affected consumers and even the temporary suspension of activities in serious cases. Having specialized counsel from the outset of the proceeding significantly reduces the sanctioning risk. CMC has handled more than 1,100 cases before the SIC.