Casa Trufa
Petitions, complaints, claims and suggestions (PQRS)
This is a courtesy translation. The Spanish version of this page is the one that applies and prevails in case of any difference. Read the Spanish version.
If something did not go as you expected, we want to be the first to know. This is the channel and these are the time limits.
How to submit it
Write to info@casatrufa.com, or to +57 333 638 36 38 on WhatsApp. An email or a message is enough: you do not need a form or a lawyer. So that we can reply properly, include:
- your name and how to contact you;
- what happened and when;
- what you are asking for (an explanation, a correction, the guarantee, the return of a payment, that we delete your data…);
- the documents you have: contract, proof of payment, veterinary diagnosis, photos.
We confirm receipt by the same means. Keep that confirmation: it is your record.
How long we take to reply
| Matter | Maximum time | Rule |
|---|---|---|
| Claim about the guarantee, information or advertising (consumer matters) | 15 business days | Law 1480 of 2011, Art. 58 |
| Inquiry about your personal data | 10 business days, extendable by 5 more | Law 1581 of 2012, Art. 14 |
| Claim about your data (correct, update, delete) | 15 business days, extendable by 8 more | Law 1581 of 2012, Art. 15 |
| Reversal of an electronic payment | You have 5 business days to ask for it | Law 1480 of 2011, Art. 51; Decree 587 of 2016 |
| Suggestions and other petitions | We try to reply within 15 business days | — |
The reply is in writing, says what was decided and why, and what you can do if you do not agree.
Who you are claiming against
- Responsible party: Casa Trufa, a family kennel in Colombia.
- Domicile: Colombia
- Email: info@casatrufa.com
- Phone: +57 333 638 36 38
The full name or registered business name of the responsible party and its tax identification will be published on this page. In the meantime you can ask for them in writing at info@casatrufa.com; you are entitled to that information before any agreement.
If you are not satisfied: the Superintendencia de Industria y Comercio
The SIC (Colombia’s Superintendence of Industry and Commerce) is the consumer protection and personal data protection authority in Colombia.
- SIC Facilita: free online mediation between consumer and supplier. The supplier’s participation is voluntary. sicfacilita.sic.gov.co
- Consumer protection lawsuit (demanda de protección al consumidor): it is filed online, before the SIC or before a judge; it requires a prior claim to the supplier. SIC online office (in Spanish)
- Complaint about personal data: after the inquiry or claim with us has been completed (Law 1581 of 2012, Art. 16). www.sic.gov.co
Animal mistreatment
If what you want to report is a case of animal mistreatment — by any person or establishment — the competent authority is the National Police and the mayor’s office or police inspector’s office (inspección de policía) of your municipality; serious mistreatment is a crime (Law 1774 of 2016) and is reported to Colombia’s Attorney General’s Office (Fiscalía).
More information
Guarantee, returns and right of withdrawal · Personal data processing · Terms and conditions
Last updated: October 2026.