Defective Liquor bottles... What should I do?

At Licores Medellín, we are proud to provide exceptional service for more than 10 years, guaranteeing fast deliveries 24 hours a day. Throughout this decade, we have developed extensive knowledge about our products and our customers. However, we understand that issues may arise related to the quality of a liquor. In this sense, we would like to guide you on the steps to follow in case you face this situation.

It is essential to keep in mind that we do not make product changes, especially in the case of spirits and food. This policy is clearly specified on our invoices and is based on consumption protocols and consumer statutes, which prohibit returns, especially if the liquor has been opened, handled or consumed.

Understandably, liquor houses produce a large number of bottles each year, which can lead to poor quality controls. These deficiencies can manifest themselves in crooked labels, faulty seals on nozzles or caps, low-quality label prints, packaging imperfections, or incorrect assembly of decorative elements. However, it is important to note that these situations do not imply that the liquor has been adulterated or comes from a poor quality source.

If you receive an order in these conditions, the first thing you should do is identify your order and send us a photo or video that shows the anomalies of the product. We will verify if the product is our property, which we will confirm through our security labels and inventory records.

Don't be alarmed, our products are 100% safe and reliable. If there was an error in the dispatch, receipt or transportation of the merchandise and the inspection process was overlooked, we ask for a little patience. We will carefully review the delivery of your order and the evidence that demonstrates that the product was shipped in appropriate conditions from our warehouses.

If it is evident that the product has imperfections from our dispatch points, we will make the change immediately within a maximum period of 2 hours. In the event that the liquor presents alterations in taste or smell due to manufacturing problems, we will ask you to deliver the product to us (maintaining the chain of custody) to take it to the supplier and carry out an inspection using laboratory tests. If the failure is confirmed, we will replace the product within a period of no more than 15 business days from the date on which the incident is reported. If the test result is positive, we will proceed to make the corresponding replacement for the client.

We want to reaffirm our commitment to your satisfaction as a customer. At Licores Medellín, we work with dedication to solve any problem that may arise in relation to our products. We greatly value the trust you place in our company and we strive to maintain it at all times.