When you purchase a product with a warranty from Supermarket23, you have coverage in case of technical failures. Below, we explain in detail the process to use this warranty:
1. Check if your product includes a warranty
Before beginning any process, make sure that the product you purchased includes a warranty. This information will be visible on the product page in the store and will also be indicated in the warranty certificate provided with the equipment.
2. Make sure it is still within the warranty period
The warranty starts from the delivery date of the product. Review the certificate to confirm the valid period. If the equipment has exceeded this period, the warranty will not apply.
3. Contact Customer Service
If you detect a technical failure, contact our Customer Service team. To proceed with your claim, you will be asked to provide:
- The warranty certificate
- Evidence of the issue (photos, videos, or a detailed description)
4. Technical assessment of the equipment
Once your request is received, the equipment will undergo a technical review to determine whether the issue is:
- Covered by the warranty (manufacturing defect or technical issue)
- Caused by misuse, incorrect installation, or improper handling (in these cases, the warranty does not apply)
5. Review results: What are the possible outcomes?
Based on the technical assessment, the following actions may be taken:
- If the item is repairable: it will be repaired at no additional cost.
- If the item cannot be repaired, the following options will be applied in this order:
- Product replacement (subject to availability)
- Refund of the product’s value
6. What happens if you reject the item after review?
If you decide not to accept the item after the technical review, your case will be assessed and a partial refund may be offered, calculated based on the usage time and commercial depreciation of the product. This amount will not correspond to 100% of the original price, as the first option will always be repair.
7. Important conditions for the warranty to be valid
- Keep the original box, warranty certificate, and all accessories.
- The warranty does not cover accessories such as remote controls, cables, blender jars, hoses, batteries, among others.
Improper use, accidents, damage, or incorrect installation void the warranty.