At Supermarket23, we ensure that every product reaches its recipient in optimal condition. However, if for any reason your order includes a damaged, defective, or spoiled product, it is important to report it immediately so we can offer you a solution.
Below, we explain the steps to follow and the available options to resolve the issue quickly and efficiently.
Steps to follow if you receive a defective product
Do not consume or handle the product. To process the claim, the item must remain in the same condition in which it was received.
Take evidence of the issue. We recommend taking clear photos of the damaged product, showing the condition in which it was delivered.
Contact our Customer Service team as soon as possible to report the issue and open a claim.
Once your claim is verified and approved, the following solutions will be offered, taking your preference into account:
- Product replacement: If stock is available, we will send you a new product to replace the defective item.
- Refund to your payment card: If you prefer to receive your money back, we will process the refund to the same payment method used for the purchase.
- Store credit refund: If you prefer to use the amount for a future purchase, you can opt to receive store credit in your Supermarket23 account.
How to contact us to report the issue?
- Phone: 1-800-987-2381
- Email: ayuda@supermarket23.com
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Messaging: Click on the icon in the bottom right corner to contact Customer Service.
Our team will review your case with priority to provide you with a solution as quickly as possible.