We take care of your home, even after we hand it over to you.
At Carpol, we understand that a home needs support, trust, and timely attention. That is why we have an after-sales team responsible for handling requests related to finishes, installations, and construction elements within the warranty periods established by Colombian law.
What does the warranty cover?
The warranty for your new home is governed by a comprehensive regulatory framework that Constructora Carpol S.A.S. fully complies with:
- Structural Elements: 10 years, pursuant to Law 1480 of 2011 (Consumer Protection Act) — Art. 8.
- Finishing Touches and Minor Installations: 1 year under Decree 735 of 2013 (now Decree 1074/2015).
- Water, Sanitation, and Electrical Systems: 1 year under Decree 735 of 2013 (now Decree 1074/2015).
Do you need to make a warranty claim?
We offer you a simple, transparent, and guided process. Just fill out the after-sales form and our technical team will evaluate your case.
What does my home warranty cover?
The home warranty covers defects or failures attributable to deficiencies in design, construction, materials, or installations performed by Constructora Carpol S.A.S., provided they arise within the applicable legal and contractual terms.
The warranty covers, among other things:
- Defects that compromise the stability, strength, or safety of the building's structure.
- Failures in the water and sewer systems, electrical systems, or fixtures installed by the construction company.
- Defects in finishes and non-structural elements included with the property.
The warranty does not cover damage caused by misuse, lack of maintenance, modifications made by the owner or third parties, normal wear and tear of materials, acts of God, or events beyond the builder’s control.
To determine whether a warranty claim is valid, we recommend that you first review and verify compliance with the conditions set forth in the Manual of Terms and Conditions for Warranty Service, a document that outlines the obligations, preventive maintenance requirements, exclusions, and other requirements that must be met to ensure the preservation and validity of the property’s warranty, which is available at: www.constructoracarpol.com
What are the warranty periods depending on the type of damage?
In accordance with current Colombian regulations, the warranty terms are as follows:
Element | What it covers | Deadline |
Structural Elements | Foundations, columns, beams, slabs, load-bearing walls (Law 400/1997) | 10 years |
Finishing Touches and Minor Installations | Painting, stucco, veneers, carpentry, metalwork, non-structural elements | 1 year |
Water, Sanitation, and Electrical Systems | The building's electrical, plumbing, sanitary, and gas systems
| 1 year |
Warranties and After-Sales Service: These shall be governed by the terms set forth in Articles 13 and 14 of Decree 735 of 2013, as codified in Decree 1074 of 2015.
How can I request a warranty review?
The procedure is expressly governed by Article 13 of Decree 735 of 2013:
- Mandatory written report: Submit your request using the PQRS form on this site (select the ‘After-Sales Warranty’ option) or in writing through our official channels
- Description of the defect: Clearly indicate the location of the damage, the date it was discovered, and, if possible, attach photos or a video of the defect.
- Quality Accreditation: Please provide a document proving that you are the owner or an authorized representative (deed, purchase agreement, power of attorney).
- Acknowledgment of Receipt: Constructora Carpol S.A.S. will issue a receipt acknowledging receipt of the claim as proof that the statutory period has begun.
- Technical visit: Within the next 5 business days, an on-site inspection will be conducted to verify the basis of the complaint (Art. 13, Decree 735/2013).
Recommendation: Do not make any changes to the affected area before the service visit. Modifying the defect may make diagnosis more difficult and void the warranty.
How long does Carpol take to respond to a warranty claim?
In accordance with current Colombian regulations, the deadlines for issuing a response shall be:
Process stage | Legal Notice |
Technical Verification Visit | Within 5 business days of filing |
Written Response — Finishes and Vital Lines | Within 10 business days following the visit |
Answer — structural damage | Up to 30 business days following the visit, extendable for an equal period upon written notice |
Repair work (if applicable) | According to the technical schedule formally communicated to the owner |
What happens if my application does not qualify as collateral?
If, following the technical inspection, it is determined that the defect is not covered, Constructora Carpol S.A.S. will notify you in writing of the technical and legal reasons. The grounds for non-coverage recognized by the SIC and case law are:
- Deterioration due to improper use or lack of maintenance of the property by the owner.
- Unauthorized modifications or alterations made by the owner or third parties hired by the owner.
- External factors not attributable to the construction: extraordinary natural phenomena, acts of third parties, installation of elements not part of the original building.
- Expiration of the warranty period applicable to the affected item.
- Defects caused by supplies, accessories, or equipment installed by the owner after delivery.
In these cases, Carpol may, upon your request, provide a repair estimate as a commercial service not covered by the warranty.