Returns Policy

At HorecaStore, we aim to ensure every product reaches you in excellent condition. We understand that returns may occasionally be necessary. This policy applies to all HorecaStore customers — including restaurants, hotels, catering businesses, and individual buyers — and is designed to provide clarity, fairness, and protection.

Because we specialize in commercial-grade products, our return terms reflect standard practices in the B2B food service supply industry.

1. Return Eligibility by Product

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 ordered, unless a manufacturing defect or fault is identified upon delivery. For approved return requests (that meet the return conditions), a 10% return fee will be applied.
• Returns must be initiated before the return period expires.
• Returns can be requested directly from your HorecaStore account or profile page.
• Returned items must be:
• Unused and uninstalled
• In original packaging with all parts, manuals, and accessories
• In resalable condition

2. Return Fees & Freight Responsibility

Returns initiated within the first 7 days of delivery:

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

• Returns initiated after 7 days (within the allowed return window):

  ❗ 15% restocking fee applies

  ❗ Return freight must be arranged and paid by the customer

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

3. Non-Returnable Items

Certain items are final sale and non-returnable, including:

• Perishable food and beverage products
• Made-to-order or custom-manufactured items
• Opened packaging or installed equipment
• Hygiene-related products (e.g., disposables, gloves, linens)
• Clearance or discontinued items

4. Return Process

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.

5. Damaged or Incorrect Shipments

• Damage or order issues must be reported within 48 hours of delivery.
• Include:
• Order number
• Clear photos of the damage and packaging
• Description of the issue
• If eligible, we may offer a replacement, refund, or credit.

6. Refunds

• Refunds are processed within 10–15 business days after we receive and inspect the returned item.
• Shipping charges and any applicable restocking fees will be deducted.
• Refunds are issued to the original payment method only.

7. Freight Deliveries

For items shipped by freight:

• Must be returned unused and in original crating
• Freight returns must be arranged and paid for by the customer
• Inside delivery, liftgate, or accessorial charges are non-refundable
• Freight items are inspected before refunds are issued

8. Legal Disclaimer

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