Complaint book

Prior Information Notices – Before completing the Virtual Form:

In accordance with the provisions of the Consumer Protection and Defense Code, this establishment has a Virtual Complaint Book at your disposal.

You authorize that the personal data provided through this form are recorded in a database of HANAN PERU, in order to manage your claim or complaint. Likewise, you may exercise your rights recognized in Law 29733 regarding your request and/or queries by sending an e-mail to the following address: asistentecomercial@fitoperu.com.

The formulation of your claim or complaint does not preclude you from resorting to other means of dispute resolution nor is it a prerequisite for filing a complaint before INDECOPI.

Distinction between complaint and grievance:

🔹 Complaint: Dissatisfaction with poor service from the supplier, but not directly related to the product or service purchased.
🔹 Claim: Dissatisfaction with the product purchased or service provided.

The supplier must respond to your claim or complaint within a period not exceeding thirty (30) calendar days, and may extend the period by up to thirty (30) more days when the nature of the claim so warrants, prior communication to the consumer.

Once your claim is filed, you will be provided with a registration code and a copy of your claim will be emailed to you for follow-up.

During the completion of the Virtual Form:

Indicate the following:
“By providing my email address, I authorize any communication regarding the claim to be made through my email address.”

Important notes:

If required by INDECOPI, the supplier must submit copies of the claim forms for inspection. Therefore, the virtual system must allow obtaining copies of each of the claim forms, which must have a registration number for their correct identification.

The supplier shall indicate to the client the way in which he can follow up his complaint, either by telephone, e-mail or a system implemented for this purpose.

For inquiries, you can write to: asistentecomercial@fitoperu.com.

    DATOS PERSONALES

    DETALLE DEL BIEN CONTRATADO

    DETALLE DEL RECLAMO

    RECLAMO: Disconformidad relacionada a los productos o servicios. QUEJA: Disconformidad no relacionada a los productos o servicios; o malestar o descontento respecto a la atención al público.