Warranties & Claims Policy

• Most equipment and certain non-consumable products sold on horecastore.ae include a limited manufacturer warranty, which varies by brand and product.
• Warranty terms (such as duration, parts/labor coverage, service conditions) are listed on the product page or in the product manual.
• The Horeca Store does not modify or extend manufacturer warranties in any way.

It is the customer’s responsibility to review the applicable warranty before purchase or installation.

To be eligible for warranty coverage, you must:

• Register the product (if required by the brand)
• Use the product in accordance with the manufacturer’s guidelines
• Install and operate the product in a commercial foodservice setting, unless otherwise specified
• Retain original proof of purchase (invoice or order confirmation)

Damage caused by misuse, improper installation, neglect, or unauthorized repair automatically voids the warranty.

If a product fails under normal use and within the warranty period:

1. Submit your claim to hello@horecastore.ae with:
   • Order number
   • Product model/SKU
   • Description of the issue
   • Clear photos or videos of the defect
2. We will coordinate with the manufacturer to:
   • Diagnose the issue
   • Arrange repair, part replacement, or service
   • Issue an RMA (if return is needed)

⚠️ Please do not discard or return any product before receiving authorization, or your warranty claim may be rejected.

The following are not covered under warranty, even within the original period:

• Damage from shipping, freight mishandling, or installation errors
• Consumable wear parts (e.g., gaskets, bulbs, seals, filters, hoses)
• Damage from improper voltage or water pressure
• Cosmetic wear (scratches, dings, discoloration) after installation
• Any use outside commercial standards or manufacturer intent
• Perishable goods or short-shelf-life products

• If you notice visible damage upon delivery, you must:
  • Note the damage on the Bill of Lading (BOL) or delivery receipt
  • Take photos and notify us within 24 hours
• Concealed damage (not visible at delivery) must be reported within 48 hours of delivery.

Failure to report damage in time may result in loss of freight claim eligibility. Freight damage claims are filed with the carrier; HorecaStore assists in the process but is not liable for damages beyond that timeframe.

Warranty service is at the discretion of the manufacturer. In most cases, they will choose to:

• Dispatch a technician
• Ship a replacement part
• Or issue an RMA for return and repair

Replacements are not guaranteed unless repair is deemed unfeasible by the manufacturer.

Horeca Trading Co. LLC. sells products "as-is" with no additional warranty implied. All express or implied warranties — including but not limited to merchantability and fitness for a particular purpose — are disclaimed unless expressly provided by the product’s brand or manufacturer.

This policy is governed by and construed in accordance with the laws of the United Arab Emirates. All disputes arising from warranty claims shall be subject to resolution under the jurisdiction of the Dubai Courts, in line with the UAE’s applicable consumer protection and commercial laws.