{"id":2886,"date":"2026-10-06T15:57:32","date_gmt":"2026-10-06T15:57:32","guid":{"rendered":"https:\/\/palestra.pe\/?page_id=2886"},"modified":"2026-10-06T15:57:32","modified_gmt":"2026-10-06T15:57:32","slug":"libro-de-reclamaciones","status":"publish","type":"page","link":"https:\/\/palestra.pe\/en\/editorial\/libro-de-reclamaciones\/","title":{"rendered":"Libro de Reclamaciones"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2886\" class=\"elementor elementor-2886\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1f188ab5 e-con e-atomic-element e-flexbox-base e-default-div Flex-cover e-13f62054-fd7b \" data-id=\"1f188ab5\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"1f188ab5\" data-e-type=\"e-flexbox\" data-id=\"1f188ab5\">\n    <div class=\"elementor-element elementor-element-3f923f7e e-con e-atomic-element e-flexbox-base e-default-div Flex-interno e-41116861-6826 \" data-id=\"3f923f7e\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"3f923f7e\" data-e-type=\"e-flexbox\" data-id=\"3f923f7e\">\n    \t\t\t<h1 data-interaction-id=\"6fe21608\" class=\"H1-Lora e-3fd56df8-4afd e-heading-base e-default-h1\" data-e-type=\"widget\" data-id=\"6fe21608\">Libro de Reclamaciones<\/h1>\n\t\t\t\t\t<p class=\"parrafo e-4ebe5591-76af e-paragraph-base e-default-p\" data-interaction-id=\"3b71135a\" data-e-type=\"widget\" data-id=\"3b71135a\">Conforme a lo establecido en el C\u00f3digo de Protecci\u00f3n y Defensa del Consumidor, contamos con un Libro de Reclamaciones virtual a tu disposici\u00f3n.<\/p>\n\t\t\n<\/div>\n\n<\/div>\n<div class=\"elementor-element elementor-element-246f2e2c e-con e-atomic-element e-flexbox-base e-default-div Flex-principal \" data-id=\"246f2e2c\" data-element_type=\"e-flexbox\" data-e-type=\"e-flexbox\" data-interaction-id=\"246f2e2c\" data-e-type=\"e-flexbox\" data-id=\"246f2e2c\">\n    <div 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'+(j.mail?'Enviamos una copia a <strong>'+esc(j.correo)+'<\/strong> (revisa tambi\u00e9n la carpeta de spam).':'No pudimos enviar la copia por correo; guarda o imprime esta constancia.')+'<\/p>'+\n\t\t\t\t\t'<p>Te responderemos a m\u00e1s tardar el <strong>'+esc(j.limite)+'<\/strong> (15 d\u00edas h\u00e1biles).<\/p>'+\n\t\t\t\t\t'<div class=\"plr-ok__actions\"><button type=\"button\" class=\"plr-btn\" data-plr-print>Imprimir \/ guardar PDF<\/button><\/div><\/div>'+j.html;\n\t\t\t\tform.hidden=true;\n\t\t\t\tvar hh=root.querySelector('.plr-head__hoja span'); if(hh){hh.textContent=j.hoja;hh.style.fontStyle='normal';hh.style.color='var(--plr-acc)';}\n\t\t\t\tok.hidden=false;\n\t\t\t\tok.querySelector('[data-plr-print]').addEventListener('click',function(){window.print();});\n\t\t\t\tok.scrollIntoView({behavior:'smooth',block:'start'}); ok.focus({preventScroll:true});\n\t\t\t})\n\t\t\t.catch(function(){errBox.textContent='Error de conexi\u00f3n. Revisa tu internet e int\u00e9ntalo nuevamente.';errBox.hidden=false;})\n\t\t\t.finally(function(){btn.disabled=false;btn.classList.remove('is-loading');});\n\t\t});\n\t}\n\tfunction boot(){document.querySelectorAll('[data-plr]').forEach(init);}\n\tif(document.readyState!=='loading')boot();else document.addEventListener('DOMContentLoaded',boot);\n})();\n<\/script><div class=\"plr\" data-plr data-endpoint=\"https:\/\/palestra.pe\/en\/wp-json\/palestra-lr\/v1\/enviar\">\n\t<div class=\"plr-head\">\n\t\t<img decoding=\"async\" class=\"plr-head__logo\" src=\"https:\/\/palestra.pe\/wp-content\/uploads\/2026\/09\/Libro-de-reclamaciones.png\" alt=\"Libro de Reclamaciones\" width=\"150\">\t\t<div class=\"plr-head__data\">\n\t\t\t<p class=\"plr-head__hoja\">Hoja de Reclamaci\u00f3n N.\u00b0 <span>se asigna al enviar<\/span><\/p>\n\t\t\t<dl>\n\t\t\t\t<div><dt>Fecha<\/dt><dd>27\/10\/2026<\/dd><\/div>\n\t\t\t\t<div><dt>Raz\u00f3n social<\/dt><dd>PALESTRA EDITORES S.A.C.<\/dd><\/div>\n\t\t\t\t<div><dt>RUC<\/dt><dd>20336866333<\/dd><\/div>\n\t\t\t\t<div><dt>Domicilio<\/dt><dd>Plaza de la Bandera 125, Pueblo Libre, Lima, Per\u00fa<\/dd><\/div>\n\t\t\t<\/dl>\n\t\t<\/div>\n\t<\/div>\n\n\t<p class=\"plr-note plr-note--plazo\"><strong>Plazo de atenci\u00f3n:<\/strong> la editorial responder\u00e1 tu reclamo o queja en un plazo m\u00e1ximo de <strong>15 d\u00edas h\u00e1biles<\/strong>, contados desde el d\u00eda siguiente de su presentaci\u00f3n, conforme a la normativa vigente de INDECOPI.<\/p>\n\n\t<form class=\"plr-form\" novalidate>\n\t\t<input type=\"text\" name=\"empresa_web\" class=\"plr-hp\" tabindex=\"-1\" autocomplete=\"off\" aria-hidden=\"true\">\n\t\t<input type=\"hidden\" name=\"t\" value=\"1793131641\">\n\n\t\t<fieldset class=\"plr-sec\">\n\t\t\t<legend class=\"plr-sec__title\"><span>1<\/span> Identificaci\u00f3n del consumidor reclamante<\/legend>\n\t\t\t<div class=\"plr-grid\">\n\t\t\t\t<div class=\"plr-field\"><label for=\"plr-nombres\">Nombres <b>*<\/b><\/label><input id=\"plr-nombres\" name=\"nombres\" type=\"text\" autocomplete=\"given-name\" required><\/div>\t\t\t\t<div class=\"plr-field\"><label for=\"plr-apellidos\">Apellidos <b>*<\/b><\/label><input id=\"plr-apellidos\" name=\"apellidos\" type=\"text\" autocomplete=\"family-name\" required><\/div>\t\t\t\t<div class=\"plr-field\">\n\t\t\t\t\t<label for=\"plr-tipo_doc\">Tipo de documento <b>*<\/b><\/label>\n\t\t\t\t\t<select id=\"plr-tipo_doc\" name=\"tipo_doc\" required>\n\t\t\t\t\t\t<option value=\"dni\">DNI<\/option><option value=\"ce\">Carn\u00e9 de extranjer\u00eda<\/option><option value=\"pasaporte\">Pasaporte<\/option>\t\t\t\t\t<\/select>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"plr-field\"><label for=\"plr-num_doc\">N.\u00b0 de documento <b>*<\/b><\/label><input id=\"plr-num_doc\" name=\"num_doc\" type=\"text\" inputmode=\"numeric\" maxlength=\"12\" placeholder=\"8 d\u00edgitos\" required><\/div>\t\t\t\t<div class=\"plr-field plr-field--full\"><label for=\"plr-domicilio\">Domicilio <b>*<\/b><\/label><input id=\"plr-domicilio\" name=\"domicilio\" type=\"text\" autocomplete=\"street-address\" placeholder=\"Direcci\u00f3n, distrito, provincia y departamento\" required><\/div>\t\t\t\t<div class=\"plr-field\"><label for=\"plr-correo\">Correo electr\u00f3nico <b>*<\/b><\/label><input id=\"plr-correo\" name=\"correo\" type=\"email\" autocomplete=\"email\" placeholder=\"nombre@correo.com\" required><\/div>\t\t\t\t<div class=\"plr-field\"><label for=\"plr-telefono\">Tel\u00e9fono <b>*<\/b><\/label><input id=\"plr-telefono\" name=\"telefono\" type=\"tel\" autocomplete=\"tel\" inputmode=\"tel\" placeholder=\"9XX XXX XXX\" required><\/div>\t\t\t<\/div>\n\t\t\t<label class=\"plr-check\">\n\t\t\t\t<input type=\"checkbox\" name=\"menor\" value=\"1\" data-plr-toggle=\"menor\">\n\t\t\t\t<span>Soy menor de edad (se registran los datos de mi padre, madre o apoderado)<\/span>\n\t\t\t<\/label>\n\t\t\t<div class=\"plr-grid plr-menor\" data-plr-menor hidden>\n\t\t\t\t<div class=\"plr-field\"><label for=\"plr-apoderado\">Nombre del padre, madre o apoderado <b>*<\/b><\/label><input id=\"plr-apoderado\" name=\"apoderado\" type=\"text\" required disabled><\/div>\t\t\t\t<div class=\"plr-field\"><label for=\"plr-apoderado_doc\">DNI \/ CE del apoderado <b>*<\/b><\/label><input id=\"plr-apoderado_doc\" name=\"apoderado_doc\" type=\"text\" maxlength=\"12\" required disabled><\/div>\t\t\t<\/div>\n\t\t<\/fieldset>\n\n\t\t<fieldset class=\"plr-sec\">\n\t\t\t<legend class=\"plr-sec__title\"><span>2<\/span> Identificaci\u00f3n del bien contratado<\/legend>\n\t\t\t<div class=\"plr-radios\" role=\"radiogroup\" aria-label=\"Tipo de bien\">\n\t\t\t\t<label class=\"plr-pill\"><input type=\"radio\" name=\"bien_tipo\" value=\"producto\" checked><span>Producto (libro, revista, ebook)<\/span><\/label>\n\t\t\t\t<label class=\"plr-pill\"><input type=\"radio\" name=\"bien_tipo\" value=\"servicio\"><span>Servicio<\/span><\/label>\n\t\t\t<\/div>\n\t\t\t<div class=\"plr-grid\">\n\t\t\t\t<div class=\"plr-field\"><label for=\"plr-pedido\">C\u00f3digo de pedido o comprobante<\/label><input id=\"plr-pedido\" name=\"pedido\" type=\"text\" placeholder=\"Ej. #1234 o B001-000123\"><\/div>\t\t\t\t<div class=\"plr-field\">\n\t\t\t\t\t<label for=\"plr-monto\">Monto reclamado (S\/) <b>*<\/b><\/label>\n\t\t\t\t\t<div class=\"plr-money\"><span>S\/<\/span><input id=\"plr-monto\" name=\"monto\" type=\"number\" min=\"0\" step=\"0.01\" inputmode=\"decimal\" placeholder=\"0.00\" required><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"plr-field plr-field--full\"><label for=\"plr-bien_desc\">Descripci\u00f3n del producto o servicio <b>*<\/b><\/label><textarea id=\"plr-bien_desc\" name=\"bien_desc\" placeholder=\"T\u00edtulo del libro, formato, cantidad, fecha de compra\u2026\" rows=\"3\" required><\/textarea><\/div>\t\t\t<\/div>\n\t\t<\/fieldset>\n\n\t\t<fieldset class=\"plr-sec\">\n\t\t\t<legend class=\"plr-sec__title\"><span>3<\/span> Detalle de la reclamaci\u00f3n y pedido del consumidor<\/legend>\n\t\t\t<div class=\"plr-tipos\" role=\"radiogroup\" aria-label=\"Tipo de reclamaci\u00f3n\">\n\t\t\t\t<label class=\"plr-tipo\">\n\t\t\t\t\t<input type=\"radio\" name=\"tipo\" value=\"reclamo\" required>\n\t\t\t\t\t<span class=\"plr-tipo__box\">\n\t\t\t\t\t\t<strong>Reclamo<\/strong>\n\t\t\t\t\t\t<small>Disconformidad relacionada directamente con los libros o productos\/servicios adquiridos.<\/small>\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/label>\n\t\t\t\t<label class=\"plr-tipo\">\n\t\t\t\t\t<input type=\"radio\" name=\"tipo\" value=\"queja\" required>\n\t\t\t\t\t<span class=\"plr-tipo__box\">\n\t\t\t\t\t\t<strong>Queja<\/strong>\n\t\t\t\t\t\t<small>Disconformidad referida a la atenci\u00f3n al cliente o malestar con el personal.<\/small>\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/label>\n\t\t\t<\/div>\n\t\t\t<div class=\"plr-grid\">\n\t\t\t\t<div class=\"plr-field plr-field--full\"><label for=\"plr-detalle\">Detalle <b>*<\/b><\/label><textarea id=\"plr-detalle\" name=\"detalle\" maxlength=\"3000\" placeholder=\"Cu\u00e9ntanos qu\u00e9 ocurri\u00f3, con fechas y datos que nos ayuden a ubicar tu caso.\" rows=\"5\" required><\/textarea><\/div>\t\t\t\t<div class=\"plr-field plr-field--full\"><label for=\"plr-pedido_cliente\">Pedido: \u00bfqu\u00e9 solicitas? <b>*<\/b><\/label><textarea id=\"plr-pedido_cliente\" name=\"pedido_cliente\" maxlength=\"1500\" placeholder=\"Ej. cambio del libro, devoluci\u00f3n del dinero, entrega del pedido\u2026\" rows=\"3\" required><\/textarea><\/div>\t\t\t<\/div>\n\t\t<\/fieldset>\n\n\t\t<div class=\"plr-sec plr-sec--final\">\n\t\t\t<label class=\"plr-check\">\n\t\t\t\t<input type=\"checkbox\" name=\"acepta_correo\" value=\"1\" required>\n\t\t\t\t<span>Acepto recibir la constancia y la respuesta a mi reclamo o queja en el correo electr\u00f3nico indicado. <b>*<\/b><\/span>\n\t\t\t<\/label>\n\t\t\t<label class=\"plr-check\">\n\t\t\t\t<input type=\"checkbox\" name=\"privacidad\" value=\"1\" required>\n\t\t\t\t<span>Declaro que los datos consignados son verdaderos y autorizo su tratamiento conforme a la <a href=\"https:\/\/palestra.pe\/editorial\/politica-de-privacidad-y-proteccion-de-datos-personales\/\" target=\"_blank\" rel=\"noopener\">Pol\u00edtica de Privacidad<\/a>, \u00fanicamente para atender esta solicitud. <b>*<\/b><\/span>\n\t\t\t<\/label>\n\n\t\t\t<ul class=\"plr-legal\">\n\t\t\t\t<li>La formulaci\u00f3n del reclamo no impide acudir a otras v\u00edas de soluci\u00f3n de controversias ni es requisito previo para interponer una denuncia ante el INDECOPI.<\/li>\n\t\t\t\t<li>El proveedor deber\u00e1 dar respuesta al reclamo o queja en un plazo no mayor a quince (15) d\u00edas h\u00e1biles, improrrogable.<\/li>\n\t\t\t\t<li>Al enviar recibir\u00e1s en tu correo una copia de tu hoja de reclamaci\u00f3n con su n\u00famero correlativo.<\/li>\n\t\t\t<\/ul>\n\n\t\t\t<div class=\"plr-error\" role=\"alert\" hidden><\/div>\n\t\t\t<button type=\"submit\" class=\"plr-btn\"><span>Enviar hoja de reclamaci\u00f3n<\/span><\/button>\n\t\t<\/div>\n\t<\/form>\n\n\t<div class=\"plr-ok\" data-plr-ok hidden tabindex=\"-1\"><\/div>\n<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\n<\/div>\n\n<\/div>\n\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Libro de Reclamaciones Conforme a lo establecido en el C\u00f3digo de Protecci\u00f3n y Defensa del Consumidor, contamos con un Libro de Reclamaciones virtual a tu disposici\u00f3n.<\/p>","protected":false},"author":2,"featured_media":0,"parent":762,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-2886","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/palestra.pe\/en\/wp-json\/wp\/v2\/pages\/2886","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/palestra.pe\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/palestra.pe\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/palestra.pe\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/palestra.pe\/en\/wp-json\/wp\/v2\/comments?post=2886"}],"version-history":[{"count":1,"href":"https:\/\/palestra.pe\/en\/wp-json\/wp\/v2\/pages\/2886\/revisions"}],"predecessor-version":[{"id":2887,"href":"https:\/\/palestra.pe\/en\/wp-json\/wp\/v2\/pages\/2886\/revisions\/2887"}],"up":[{"embeddable":true,"href":"https:\/\/palestra.pe\/en\/wp-json\/wp\/v2\/pages\/762"}],"wp:attachment":[{"href":"https:\/\/palestra.pe\/en\/wp-json\/wp\/v2\/media?parent=2886"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}