We understand that situations may arise where you need to cancel an order. Below, we explain the conditions and process for canceling an order, as well as the available refund options.
When Can I Cancel an Order?
The ability to cancel an order depends on the status of the order at the time of the request.
Orders with the status "Pending verification" or "Ready for distribution": These orders cannot be canceled since they have already been processed and dispatched for delivery. Additionally, refunds will not be issued in these cases.
Orders with the status "In distribution" or "Delivered": These orders can be canceled. If you cancel under these conditions, the full amount of your order will be refunded.
Please note that order cancellations must be made in full. It is not possible to cancel individual items from a confirmed order.
Refund Options for Canceled Orders
If your order is eligible for cancellation, we offer two refund options:
Credit to Your Supermarket23 Account
- If you choose to receive your refund as store credit, you will receive 100% of the canceled order's value directly in your Supermarket23 account for future purchases.
Refund to Your Original Payment Method
- If you prefer a refund to your original payment method, a 10% deduction will be applied to the total refund amount. This deduction covers transactional and operational costs associated with the refund process.
How to Request an Order Cancellation?
To cancel your order, you must contact our Customer Service team, as this is the only authorized channel for managing cancellations. You can do so through any of our customer support channels: chat, email, or phone call.
Before requesting a cancellation, we recommend that you check the status of your order in the "My Orders" section to ensure that it meets the required conditions.