On March 23, the president of the Board of Directors of the National Institute for the Defense of Competition and Protection of Intellectual Property (Indecopi), Hania Pérez de Cuéllar, informed about the progress in the drafting of a normative proposal to regulate e-commerce. On this occasion, the public official stated that an update to the Consumer Protection and Defense Code will be proposed, in order to include the figure of e-commerce. The entity plans to conclude and publish the initiative in the next few months.
This regulatory proposal will include measures related to the veracity of information provided by companies to their customers, in terms of product specifications, delivery time, warranties, total price and security measures in payments. In addition, it will incorporate the right to repentance, where 15 days will be proposed to justify the return of the product and a series of processes for the refund of the money.
According to information from Indecopi, between March 2020 and March 2021, 60,649 reports were registered against 338 companies offering products through digital platforms. Among the main complaints registered were non-delivery of the product (33,055 complaints), followed by non-refund of money (9,250 complaints), incomplete order (3,950 complaints). Indecopi also recognized cases in which digital channels took up to five months to deliver the order.