Consumer Protection: what it can and can't do for you
Almost everyone who files a claim expects their money back, and that's not what the agency does. Understanding the limit changes how the tool is used—and there are two levers in the law that almost nobody uses and that do tip the scales in your favor.
Consumer Protection doesn't refund your money. The law gives it two tools: summoning the supplier to a hearing to try to reach an agreement between the parties, and sanctioning them if they've broken the law. Neither of these is a restitution order in your favor, and the fine is a penalty collected by the State, not compensation for you. That doesn't make it useless; it makes it something else. It serves to force a conversation, leave a record, and build evidence. If the supplier doesn't agree and you want your money back, a judge orders restitution.
And you can go to that judge: up to 100 UR, a consumer claim is processed before the Justice of the Peace without mandatory legal assistance (Law 18.507). It's in To claim without a lawyer: how much and how? , with today's peso cap, the 1% stamp duty and the hearing deadlines.
What you can and what you can't
Summon the supplier to a hearing
At the request of the affected consumer, you can summon the supplier to an administrative hearing aimed at facilitating an agreement between the parties. It's free and you don't need a lawyer.
Treating non-attendance as evidence against
If the summoned supplier fails to appear, this absence is considered a simple presumption against them. It is not a penalty, but it is a fact that is recorded and can be used later.
Publish the name of someone who is consistently absent
It may publicize cases of unjustified absence from two or more administrative hearings within a two-year period.
Sanction the supplier who violated the law
The sanctions range from warnings to fines of 20 to 4.000 UR, confiscation, closure of the establishment for up to 90 days and suspension from the State supplier registries.
Control, inspect, and demand information
It controls the enforcement of the law, can demand access, conduct inspections, and request information from suppliers as needed.
He cannot order you to refund your money
The hearing seeks an agreement, not a sentence. If the provider does not agree, the restitution of what was paid—which is your right under Article 33—must be ordered by a judge, not the agency.
The fine isn't money for you
The penalty is imposed by the State on the supplier for breaking the law. The fine does not compensate you for your loss nor does it replace your claim: these are two separate but parallel processes.
He is not your lawyer and does not represent you in court.
It informs and advises you, and mediates between the parties. If the case ends up in court, you handle the trial with your own legal representation.
The two levers that almost nobody uses
They're in the same law that everyone cites, yet they rarely appear. Both act when the majority gives up.
Filing a written complaint freezes the clock
The deadlines for filing claims for defects are short, and people often miss them waiting for a response. However, the deadline is interrupted if the consumer submits a properly documented claim to the supplier, and it remains interrupted until the supplier expressly denies it. Therefore, it's advisable to file a claim through a means that provides proof of delivery and from the very first day: as long as the business gives you the runaround without denying anything, the deadline doesn't run against you.
His absence from the hearing works against him.
Many people give up when the service provider ignores the summons, precisely when it's in their best interest to continue. Failure to appear is considered a simple presumption against them, and the agency can publish cases of unjustified absence from two or more hearings within a two-year period. The record of the hearing they missed serves as evidence for subsequent proceedings.
You bought at the store
Here's the most common misconception: the five-day return policy applies to remote purchases, not in-store purchases.
There is no regret in the store
The five-day right of withdrawal applies to distance purchases, not purchases made in physical stores. The reason lies in the Ministry of Economy and Finance's own interpretation: in a physical store, the consumer could see the product, therefore the right of withdrawal does not apply. If you buy something in-store and then don't like it, the size doesn't fit, or you change your mind, the law does not obligate the business to accept an exchange.
But what he announced obliges him.
What is binding is the policy that the business itself announced. The merchant freely decides whether to accept exchanges, within what timeframes, and under what conditions, but this policy must be clearly communicated so that the consumer is aware of it before the transaction. And all disseminated information is binding on whoever ordered its dissemination (Art. 14): if the sign, the receipt, or the website states "exchanges within 30 days," that is enforceable.
The exchange voucher cannot have an expiration date.
If the store gives you a voucher instead of a refund, that voucher cannot expire. This is the Ministry of Economy and Finance's explicit policy on exchange rates.
When changing, the list price applies.
The Ministry of Economy and Finance (MEF) points out that it is an abusive practice to allow exchanges for size or color without considering the discount, but then charge the discounted price when you want to exchange for a different product. In both cases, the list price, without discounts, should be charged for exchanges.
When you return the money, you get back what you paid.
A refund is different from an exchange: the amount actually paid is refunded, not the list price.
The announced policy forces trade
All information disseminated by any means is binding on the provider who ordered its dissemination. The sign on the door and the text on the ticket are enforceable even if the counter currently displays a different message.
The fine print that's worthless
Any clause that creates a clear and unjustified imbalance between the rights and obligations of the parties to the detriment of the consumer is considered abusive (Art. 30). Including such clauses entitles you to demand their annulment, in which case the judge will integrate the contract. You don't need to have read them or signed them: they are considered null and void.
Examples listed in the law
- To exonerate or limit the supplier's liability for defects of any nature.
- Making you give up rights that the law gives you.
- Authorize the supplier to modify the terms of the contract on its own.
- Reserve the right to terminate the contract exclusively in favor of the supplier.
- To place the burden of proof on you when it is not legally your responsibility.
- Take your silence as acceptance of any modification.
- Set an advance deadline to notify them that you do not want automatic renewal.
How to file a claim
File a written complaint with the business.
First and foremost, and through a means that provides proof. It is not a mandatory preliminary step: it is what interrupts the deadline of Article 37 and what later demonstrates that you gave them the chance to resolve it.
Gather the evidence while the case is fresh
Receipt or invoice, the advertisement or sign with the exchange policy, the conversation with the store, photos of the product. Gather the evidence now, not when they ask for it.
Submit your complaint at gub.uy
The process is online and free of charge. You need a verified intermediate-level gub.uy user account, a digital ID card, an Abitab Digital Identity card, or an Antel TuID.
I requested a hearing if there is no response.
This is the stage where the supplier has to show up. If they don't appear, that absence is considered a simple presumption against them. Their failure to appear isn't the end of the road: it's just another letter for you.
Follow the status, and decide if you're going to court.
After 15 business days, you can call 0800 7005 to check on the status. If an agreement was reached, it will be honored. If not, and you want your money back, that's when the case goes to court: a judge will order the restitution.
| Cost | It's free. |
| Channel | Online |
| Estimated timeframe | 45 days |
| Status inquiry | within 15 business days, to 0800 7005 |
Frequently Asked Questions
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Sources
Articles, deadlines, and criteria were verified on August 10, 2026, against the text of Law 17.250 and the publications of the Ministry of Economy and Finance. This is for reference purposes only and does not constitute legal advice.
- IMPO — Law 17.250 on Consumer Relations (full text)
- IMPO — Consumer Protection
- MEF — Am I obligated to accept the return of a product I sold in my physical store?
- MEF — Let's avoid conflicts with exchange and return policies
- gub.uy — Consultation, claim and/or complaint regarding consumer protection
- MEF — Consumer Protection