Cancellation Policy

• 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.

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.

The following items are strictly non-cancellable:

• Custom, built-to-spec, or special-order products
• Food and beverage products
• Made-to-order or custom-manufactured items
• Opened packaging or installed equipment
• Hygiene-related products (disposables, gloves, linens etc)
• Clearance, discounted items or on-sale items.
• The items that are pre-ordered and arranged from outside UAE, imported from the brand directly. 

• 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
• If the Orders placed on COD is denied then the minimum transport fee of 50 AED will be charged from the customer. 

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 alternative product. 
  • Cancel (only if the order has not already been submitted for fulfillment)

If your cancellation request is approved:

• Refunds will be issued to your original payment method within 15-20 business days
• Any processing or administrative charges (if applicable) will be deducted

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.