Countries › Peru › Guide › 16. What is normal abroad but not here › Every shop and website needs a complaints book, and dollar prices must also be shown in soles

Every shop and website needs a complaints book, and dollar prices must also be shown in soles

Last verified: 2026-10-29 · Status: Changing

Abroad a consumer complaint is handled however the business chooses; in Peru every commercial establishment and every e commerce platform must keep a complaints book (libro de reclamaciones), physical or virtual, and answer each complaint within 15 business days. Prices advertised in dollars must also be shown in soles with the exchange rate, and the consumer can pay in either currency. INDECOPI fines go up to 450 UIT (S/ 2,475,000 in 2026), and from February 2026 foreign platforms selling into Peru must offer at least a contact channel for complaints.

USD figures use S/ 3.452 per US dollar, the banking system selling rate published by the Superintendencia de Banca, Seguros y AFP for 27 October 2026, from the Banco Central de Reserva del Perú statistics series PD04640PD. UIT amounts use the 2026 UIT of S/ 5,500 set by Decreto Supremo Nº 301-2025-EF, as cited in SUNAT Resolución de Superintendencia Nº 000016-2026/SUNAT. Conversions are for orientation only.

Key facts

Deadline for the provider to answer a consumer complaint	15 business daysLey 29571 art. 24.1 (Ley 31435), as of 2026-10-29 · in force
Restitution period for aggressive or deceptive sales methods	7 calendar daysLey 29571 art. 59, as of 2026-10-29 · in force
Maximum consumer protection fine	450 UITLey 29571 art. 110, as of 2026-10-29 · in force

The rule

1. Commercial establishments, as well as every digital e commerce platform, must have a complaints book, in physical or virtual form. Establishments must display a visible notice of the book and of the consumer's right to ask for it, and platforms must display a permanent, visible link to it.
Cost to do it: Set up cost of a physical or virtual book.
Example: An online store selling to Peruvian consumers must show a link to its virtual complaints book on its site.Ley Nº 29571, Código de Protección y Defensa del Consumidor (El Peruano 2 September 2010), art. 150 and 151 as amended by Ley Nº 32495 (El Peruano 11 November 2025), Art. 150 and 151, 2025-11-11 official text · verified 2026-10-29 · changed: Ley Nº 32495 of 11 November 2025 extended the complaints book duty expressly to every digital e commerce platform.

2. Providers must answer consumer complaints within 15 business days, which cannot be extended, and cannot make attention to a complaint conditional on prior payment. Platforms must have accessible, effective and always operative complaint mechanisms, and non domiciled providers selling through digital channels aimed at Peru that have no such mechanism must at least keep an operative electronic mail channel for questions, complaints, changes and returns.
Cost to do it: Staff time to answer within 15 business days.
Example: A complaint filed on Monday 2 November 2026 must be answered by about 23 November 2026, depending on holidays.Ley Nº 29571, art. 24.1 as amended by Ley Nº 31435 (22 March 2022), art. 24.3, and art. 24.4 and 24.5 added by Decreto Legislativo Nº 1729 (12 February 2026); art. 152, Art. 24 and 152, 2026-02-12 official text · verified 2026-10-29 · changed: Decreto Legislativo Nº 1729 of 12 February 2026 added duties for digital platforms and non domiciled providers selling into Peru.

3. If prices are advertised in foreign currency they must also be shown in soles, in equal characters and conditions, with the exchange rate accepted for payment; the consumer may pay in the foreign currency or in the equivalent in soles. The rule does not apply to providers offering products and services directly from and to abroad.
Cost to do it: Display both currencies.
Example: A car dealer advertising a car at US$20,000 must also show the price in soles at its stated rate, for example S/ 69,040 at S/ 3.452. / US$20,000 listed price.Ley Nº 29571, Art. 6.1 to 6.3, 2010-09-02 official text · verified 2026-10-29

4. When a provider uses aggressive or deceptive commercial methods, the consumer may demand immediate restitution of what was paid within 7 calendar days from contracting or from receipt or start of the service, whichever is later.
Cost to do it: Refund of the price.
Example: A consumer pressured into a S/ 3,000 package can cancel within 7 calendar days and recover the S/ 3,000. / About US$869.Ley Nº 29571, Art. 58 and 59, 2010-09-02 official text · verified 2026-10-29

5. INDECOPI can sanction infringements with a warning and fines of up to 450 UIT: minor infringements up to 50 UIT, serious up to 150 UIT and very serious up to 450 UIT. For micro and small enterprises fines cannot exceed 10 or 20 percent of the prior year's sales, subject to conditions.
Cost to do it: Up to S/ 2,475,000 in 2026.
Example: A minor infringement can be fined up to 50 UIT, S/ 275,000; a very serious one up to S/ 2,475,000. / About US$79,664 and US$716,976.Ley Nº 29571, Art. 110, 2010-09-02 official text · verified 2026-10-29

Infringement	Maximum fine	Soles	USD
Minor	Warning or up to 50 UIT	S/ 275,000	US$79,664
Serious	Up to 150 UIT	S/ 825,000	US$238,992
Very serious	Up to 450 UIT	S/ 2,475,000	US$716,976

INDECOPI fine bands in 2026 (UIT S/ 5,500; USD at S/ 3.452)

Worked example

A foreign software company selling subscriptions to Peruvian consumers through its website should add a virtual complaints book link, show prices in soles if it advertises in dollars to the Peruvian market (unless it sells directly from abroad), and answer complaints within 15 business days.

Step by step

Set up a physical complaints book in each store and a virtual one with a visible link on each website or app.
Display the notice of the complaints book in a visible place.
Route complaints to a team that answers within 15 business days and keeps records for INDECOPI.
Show soles prices and the accepted exchange rate next to any dollar price.
Train sales staff to avoid aggressive methods that trigger the 7 day restitution right.

Common traps

Not having or not showing the complaints book is one of the most frequent consumer infringements.
Conditioning a complaint on paying first is prohibited.
Foreign platforms selling into Peru are now expressly covered.
Fines are computed in UIT at the date of payment, so they grow with the UIT.

Sources

← Interest is capped by the central bank, and above it the excess is returned

Get rule changes weekly

Free. One email a week from The LatAm Thread.

One more step after you press the button: we take you to Substack, where your email is already filled in. Confirm there to start. No spam, unsubscribe anytime, we never share your address. By subscribing you agree to the privacy policy.