Returns Policy

Each product has its own return window, which is clearly displayed on the product page. Products may have different return periods based on category (e.g., perishables, equipment, made-to-order, custom-made or disposables).

• Returns are not applicable on products that are delivered as per the product ordered.
• Returns must be initiated before the return period expires from the date of purchase. (7 days)
• Returns can be requested directly from your HorecaStore accountor profile page.
• Returned items must be:
  • Unused and uninstalled
  • In original packaging with all parts, manuals, and accessories

Returns initiated within the first 7 days of delivery:

• 0% restocking fee
• Freight charges may still apply if HorecaStore did not make an error

❗ Return freight must be arranged and paid by the customer

• Unauthorized or late returns may be refused or discarded with no refund issued.

Certain items are final sale and non-returnable/refundable including:

• 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. 

1. 1. Go to your HorecaStore account and view your order history.
2. 2. Select the item you want to return and follow the on-screen steps to initiate a return.
3. 3. If your request is approved, you will receive:

• A Return Merchandise Authorization (RMA)
• Instructions and address for shipping the item back

Note: Returns without an RMA or approval may be rejected.

• Damage or order issues must be reported within 24 hours of delivery. 
• Just in case of damaged product queries reachout to customerservice02@horecastore.ae
• Include:
  • Order number
  • Clear photos of the damage and packaging
  • Description of the issue
• If eligible, we may offer a repair, replacement, alternate, refund, or credit note.
   

• Refunds are processed within 15- 20 business days after we receive and inspect the returned item.
• Shipping charges and any applicable restocking fees will be deducted.
• Just in case refund is based or asked on the basis of the manufacturing defect of the machinery then that should be notified within 24 hours of the delivery otherwise refund or replacement is not-applicable. 

For items shipped by freight:

• Must be returned unused and in original packaging
• Freight returns must be arranged and paid for by the customer
• Delivery charges interest charged on different installment payment methods are non refundable. 
• Freight items are inspected before refunds are issued

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.