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ARTICLE · 10 SEPTEMBER 2026

Las diferencias entre retracto, reversión y devolución

OlarteMoure
OlarteMoure
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OlarteMoure

OlarteMoure

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Un cliente escribe: «Quiero devolver esto». De esa sola frase se desprenden cuatro caminos legales distintos con plazos, trámites y consecuencias diferentes. Elegir la ruta equivocada no es un simple error de atención; es un riesgo potencial a una sanción de la SIC.

ColombiaConsumer Protection
OlarteMoure & Asociados LTDA
OlarteMoure & Asociados LTDA

El problema

Un cliente escribe: «Quiero devolver esto». De esa sola frase se desprenden cuatro caminos legales distintos con plazos, trámites y consecuencias diferentes. Elegir la ruta equivocada no es un simple error de atención; es un riesgo potencial a una sanción de la SIC.

Elegir mal no es un simple error de atención al cliente, constituye un riesgo sancionatorio.

Retracto

El cliente se arrepintió del producto (no necesita dar una explicación).

  • Norma: Artículo 47, Ley 1480 de 2011.
  • Cuándo aplica: Solo en ventas financiadas por el proveedor, tiempos compartidos y ventas a distancia o comercio electrónico.
  • Plazo: 5 días hábiles desde la entrega del bien (o firma del contrato de servicio).

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