This is the reality for many Panamanians who this year have had to fight to have their purchase guarantees respected. From January to November 2025, the Authority for Consumer Protection and Competition Defense (Acodeco) has received 996 complaints for breach of warranty, totaling B/.7,700,928.35 in claims nationwide. According to the entity, the lack of respect for warranties continues to be the main headache for consumers, which is why it insists on a key point: everything must be in writing.
A warranty is not a fairy tale; it is a right Acodeco emphasizes that the terms and conditions of the warranty must be clear, precise, and in writing, either within the sales contract or in a separate document that is part of the invoice. This document must include, among other points: • Name and address of the business and the consumer • Exact description of the product or service, with brand, model, serial number, size, and color, when applicable • Date of purchase and delivery • Duration of the warranty period
In addition, the supplier must clearly explain what the warranty covers, what it does not cover, where the claim is to be made, and have the express approval of the business or its authorized representative.
The invoice is the key to everything For Acodeco, the invoice is sacred. It is the document that proves the purchase and allows for the demand for repair, replacement, or refund of money. Without an invoice, the consumer loses or hinders any formal claim. That is why the recommendation is clear: • Always demand an invoice • Verify that it has a date, detailed description of the product, individual amount, and business data • Keep it for the entire warranty period
In the case of thermal receipts, the entity advises taking a photo or copy, as the paper fades over time. Acodeco reminds that no business can refuse to issue an invoice, whether physical or digital. Even if payment is made via Yappy or another electronic platform, the invoice is still mandatory.
Check the product well before leaving the store As a preventive measure, Acodeco recommends checking the product before leaving the store, both on offers and on regular sales, to avoid problems later. If the item fails within the warranty period, the supplier is obliged to repair, replace, or refund the money, as appropriate. If it cannot be repaired, it must be replaced or reimbursed. Furthermore, no business can offer a warranty shorter than the manufacturer's, and verbal promises have no legal value.
