Keeping yourConsumerrelations compliant.
We help your company keep its commercial, advertising, contracting and after-sales practices compliant with Ecuador's Organic Consumer Protection Law. And if a complaint or lawsuit arrives, we defend you before the regulatory authorities and the courts.
A well-informed consumer is a customer who comes back. That's why complying with the law also means selling better: preventing a complaint costs less than defending against one.
From the contract to after-sales service.
We review every stage of your company's relationship with consumers, so that what you offer, sign and deliver is aligned with the law before a complaint arises.
- 01Offer
Consumer information
We make sure prices, features, terms and restrictions are disclosed clearly, truthfully and completely.
- Prices and rates
- Labeling and information
- Terms of the offer
- 02Advertise
Advertising and promotions
We review campaigns, contests and promotions before launch, to avoid misleading messages or unclear terms.
- Campaign review
- Promotion rules
- Comparative messaging
- 03Hire
Adhesion contracts
We draft and review valid adhesion contracts, with clear clauses and free of terms the law prohibits.
- Terms and conditions
- Prohibited clauses
- Readable formats
- 04Sell online
E-commerce
We adapt online stores, apps and digital channels to the rules on disclosure, contracting and returns.
- Terms of use
- Checkout process
- Customer data
- 05Deliver
Product safety and warranties
We set warranty and product and service safety policies, along with how to handle defects and product recalls.
- Warranty policies
- Product safety
- Product recalls
- 06Respond
After-sales service and complaints
We design a procedure to receive and resolve complaints on time, and we train your customer-facing team.
- Complaints protocol
- Complaints log
- Staff training
Consumer compliance and a strong defense.
We work with consumer goods, retail, services and digital businesses, from preventive review to defense in proceedings.
- Prevention
- 01
Preventive legal advice
- 02
Audits and policy design
- 03
Drafting adhesion contracts
- Defense
- 04
Defense in administrative sanction proceedings
- 05
Representation in court proceedings
- 06
Complaint management and mediation
Preventive legal advice
We explain clearly what Ecuador's Organic Consumer Protection Law requires of your company, and we review your new products, services and channels before launch.
- Disclosure obligations
- Product launches
- Day-to-day questions
Audits and policy design
We audit your commercial, advertising, contracting and after-sales practices, and deliver practical internal policies to correct whatever needs fixing.
- Compliance assessment
- Internal policies
- Remediation plan
Drafting adhesion contracts
We draft clear, valid adhesion contracts, terms and conditions, and promotion rules, including for e-commerce.
- Adhesion contracts
- Terms and conditions
- Promotion rules
Defense in administrative sanction proceedings
We represent your company in proceedings brought by regulatory authorities over consumer complaints, from the initial response to the appeals.
- Defense statements and evidence
- Hearings
- Administrative appeals
Representation in court proceedings
We defend your company in individual or class actions filed by consumers, with a strategy coordinated with our litigation practice.
- Individual lawsuits
- Class actions
- Litigation strategy
Complaint management and mediation
We handle consumer complaints and seek solutions through negotiation and mediation, to close them without escalating the dispute.
- Complaint response
- Negotiation
- Mediation
What we review in every company.
The law protects consumers at every stage of the commercial relationship. These are the areas we review with your team to prevent violations.
One team before the regulator.
The practice is led by the firm's Head of Corporate and Competition Law. This lets us coordinate consumer protection with competition law, since the competition authority is also one of the bodies that hears consumer complaints.
Information
Clear, truthful and complete information on products and services.
Pricing
Displayed and charged as offered.
Advertising
No misleading or abusive messages.
Adhesion contracts
Clear clauses with no prohibited terms.
Security
Products and services that are safe for consumers.
Warranties and after-sales
Repair, replacement and refunds.
E-commerce
Disclosure and contracting in digital channels.
Customer data
Coordinated with our data protection practice.
One team, one point of contact.
Initial meeting
We listen to your situation in full confidence and review the information available.
Assessment
We identify risks, outstanding obligations and priorities for your company.
Plan and budget
We propose the roadmap, timeline and team, including any other practice areas of the firm that need to be involved.
Execution and follow-up
A lead lawyer coordinates everything and keeps you clearly informed at every step.
Six consecutive years in Band 1.
Leaders League has ranked Fexlaw in the top band for Criminal Law and Compliance in Ecuador for six years running. Chambers and Partners and the intellectual property rankings also recognize us for our anti-piracy work.
The people behind behind your compliance.
Lawyers who combine consumer protection, corporate law and competition law, backed by the entire firm in Quito and Guayaquil.
Practice lead
What clients often ask us.
General answers to common questions. Every company is different: write to us so we can review your situation.
01Which companies must comply with Ecuador's Organic Consumer Protection Law?
Every company that offers products or services to end consumers in Ecuador, regardless of its size or sales channel, including e-commerce.
02What is an adhesion contract?
It is a contract whose clauses are drafted by the company and simply accepted by the consumer, as with many terms and conditions. The law requires it to be clear and readable, and prohibits clauses that unfairly limit consumer rights.
03Which authorities hear consumer complaints?
Depending on the case, the regulatory authorities, including the competition authority and the Ministry of Production, Foreign Trade, Investment and Fisheries. Consumers may also go to the courts, individually or collectively.
04Can my advertising lead to a penalty?
Yes, if it misleads consumers about the product, its price or its terms. That's why we recommend reviewing campaigns and promotion rules before publishing them.
05What should I do if my company receives a consumer complaint?
Check the deadlines in the notice and gather the documentation on the sale and on your customer service. We help you prepare your response and, when it makes sense, seek a solution through negotiation or mediation.
Let's talk about
your customers.
Choose the option that best describes your situation and we will message you directly on WhatsApp to book a confidential initial meeting.
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