Order Cancellation Policy

At HorecaStore, we aim to fulfill every order quickly and accurately to meet the fast-paced needs of commercial kitchens and food service professionals. We offer customers the ability to cancel eligible orders directly from their HorecaStore account, as long as the order has not yet entered fulfillment or been dispatched.

This policy applies to all HorecaStore customers, including businesses, institutions, and individuals.

How to Cancel an Order

• Customers can view their order status and cancel eligible orders directly from the Order Tracking page in their HorecaStore profile/account section.
• Order status will be shown as:
• Pending – cancellation is still possible
• Confirmed – cancellation may no longer be available

To cancel an order while it is still “Pending,” simply click “Request Cancellation” next to the order.

When Cancellation is NOT Allowed

Cancellation is no longer possible once the order status shows as:

• Confirmed by our Fulfillment Team (processing has begun),
• Dispatched to a warehouse, facility, or customer,
• Submitted to supplier for drop-shipping or custom fulfillment.

If the order has entered any of these stages, it must follow the Returns Policy if eligible for return.

Non-Cancellable Items

The following items are strictly non-cancellable:

• Custom, built-to-spec, or special-order products
• Food & beverage items marked “Perishable”
• Opened hygiene-related or disposable products
• Items marked “Final Sale” or “Non-Cancellable” on the product page

Orders Refused at Delivery

• Refusing a delivery that was processed and shipped will result in:
• Deduction of return shipping costs
• A restocking fee of up to 25%
• Original shipping charges are non-refundable

Cancellations Due to Backorder or Delay

If a product is delayed or backordered:

• We will notify you of the new estimated delivery date
• You may choose to:
• Proceed with the order,
• Replace it with a similar product, or
• Cancel (only if the order has not already been submitted for fulfillment)

Refund Timeline for Cancellations

If your cancellation request is approved:

• Refunds will be issued to your original payment method within 10–15 business days
• Any processing or administrative charges (if applicable) will be deducted

Legal Disclaimer

This policy is governed by and construed in accordance with the laws of the United Arab Emirates. By placing an order through HorecaStore.ae, you agree to the terms outlined in this Order Cancellation Policy.
HorecaStore reserves the right to amend this policy at any time without prior notice, in compliance with applicable UAE regulations.