HorecaStore Refund & Return Policy

At HorecaStore, customer satisfaction is at the heart of everything we do. Our return and refund policy is designed to be transparent, efficient, and customer-friendly—while maintaining fairness in process and accountability.

✅ General Policy Overview

·         Returns are free of charge—no shipping or restocking fees.

·         Return requests must be submitted within the allowable time window (see below).

·         Refund/replacement requests must include a valid reason and may require evidence such as photos or inspection feedback.

·         Do not open or tamper with the product box unless you intend to keep the item. Opened packaging or installed products may void eligibility for return.

·         Policy conditions may vary for B2B, bulk, customized, or promotional orders.

📦 Return Window by Product Type

 

Category	Return Period
Heavy Equipment & Machinery	7 days from delivery
Small Appliances & Operating Items

 

Beyond 7 days, only a replacement or credit note will be provided, in accordance with the stated policy guidelines

·         Return requests after this period will not be accepted.

·         Items must be in unused, unassembled, and resalable condition.

·         Boxes must remain sealed unless there's a clear defect or incorrect item.

·         If the item matches what was ordered, refunds are only possible in the case of a verified malfunction

❌ Non-Returnable / Non-Refundable Items

·         Food & Beverage: Non-returnable due to perishability. However, if damaged, defective, or incorrect, a refund or replacement will be provided after verification.

·         Customized, special orders, or built-to-spec items

·         Items that have been installed, assembled, or show signs of use

·         Products damaged due to misuse, poor handling, or normal wear & tear—even if within warranty

·         Complaints filed after 3 days of delivery for damage or incorrect products will not be eligible

·         Refund is only applicable for technical issues with the machinery.

 

🔁 Replacement Eligibility Criteria

To initiate a replacement:

 

·         Report damaged/defective items within 24 hours of delivery

·         Provide clear photos and a valid explanation of the issue to hello@horecastore.ae

·         Product must be returned with:

o    Original box (unopened unless defect is visible or verified)

o    All accessories, freebies, warranty cards, user manuals

o    Return authorization slip (to be issued by HorecaStore)

·         After inspection at our facility, the replacement will be approved or declined based on eligibility.

·         Replacement is only applicable for technical issues with the machinery.

💰 Refund Policy

·         Refunds are initiated within 7–15 business days after the returned item passes inspection.

·         Refunds will be processed using the original method of payment.

·         If no valid reason or condition is found, the item may be sent back and refund denied.

Refund Based on Payment Mode:

·         Card Payments: Reversed directly to your card within 7–15 business days.

·         Cash on Delivery (COD): Refunded via bank transfer (customer must ensure bank details are accurate).

·         Store Credit: Can be refunded back to a bank account within 30 days of issuance.

📝 Return or Refund Request Process

1.      Contact Our Team

📞 Call 800 HORECA (467322) or

📧 Email hello@horecastore.ae

2.      Receive Authorization

Our team will issue a Return Authorization Number and prepaid shipping label

within 2–3 business days.

3.      Prepare Your Return

o    Do not open the box unless defect is confirmed.

o    Print two copies of the return label—one for the package, one for courier signature.

o    Keep the signed copy for your records.