At Dörcher Bier, we value the experience of our consumers and users. For this reason, we provide a Complaints Book so they can register claims or complaints related to our products, service, digital channels, orders, deliveries, experiences, or associated services.

The Complaints Book is regulated by Peruvian consumer protection regulations. The provider must address the claim and respond within the corresponding legal period. Current regulations indicate that a registered claim must be addressed within no more than fifteen business days.

1. What is a claim?

A claim is an expression of dissatisfaction directly related to a product or service that was contracted, requested, or received.

Examples of claims:

Product received in poor condition.
Error in the product delivered.
Failure to comply with a previously confirmed condition.
Problems with a coordinated delivery.
Lack of attention to a request related to a purchase.
Issues related to a confirmed experience, event, or service.

2. What is a complaint?

A complaint is an expression of discomfort or dissatisfaction regarding the service received, without necessarily being linked to a contracted product or service.

Examples of complaints:

Delay in service.
Inappropriate treatment.
Lack of response through a communication channel.
Poor experience during an inquiry.
Communication issues with the brand.

A complaint does not constitute an administrative report, but it allows the brand to identify opportunities to improve its service processes.

3. Information Requested to Register a Claim or Complaint

To properly manage the request, the user must complete the required information in the Complaints Book form, such as:

Full name.
Type and number of identity document.
Phone number or contact email.
Address or reference area, if applicable.
Type of request: claim or complaint.
Clear description of the incident.
Consumer’s specific request.
Date of the incident or service.
Related product, service, order, or experience, if applicable.
Available evidence, such as photos, screenshots, receipts, or messages.

4. Claim Handling

Once the claim or complaint has been registered, Dörcher Bier will review the information provided and may contact the user to request additional details, validate the case, or provide a response.

The response will be sent through the contact channel indicated by the user in the form.

5. Product-Related Cases

If the claim is related to a beer, presentation, packaging, or delivery, the user must keep the product, container, label, receipt, or photographic evidence to facilitate the evaluation of the case.

This will allow the brand to review whether a replacement, exchange, refund, or alternative solution may apply, depending on the nature of the issue.

6. Important

Registering a claim or complaint in the Complaints Book does not limit the consumer’s right to contact the competent authorities if they deem it necessary.

Dörcher Bier is committed to reviewing each case responsibly, respectfully, and with a willingness to improve.