Policy Overview:


 - Customer satisfaction is our primary goal. To assure an astounding customer experience, we have formed this impartial replacement & refund policy that is an extension of our organization’s customer-centricity.

- Returning a product is completely free, no shipping or restocking charges.


15 Days Return Policy for No-Damage Products:


Horeca Store offers 15 days return period for non-damaged products, for any reason you are not satisfied with the product, you may return it within fifteen (15) days of receipt of goods.

Return requests after 15 days period will be not be accepted.

Not Eligible for Replacement or Refund:

 Food and Beverage 

  • These items are non-returnable due to the consumable nature of the product. However, in the unlikely event a damaged, defective, or different item is delivered to you, we will provide a full refund or free replacement as applicable.
  • We may contact you to assess the damage or defect in the product prior to issuing a refund/replacement.
- Customized orders including special orders are non-replaceable and non-refundable.
- Products that have been fully assembled or have been requested with installation are not eligible for returns.
- Product(s) damaged due to misuse, have signs of wear & tear, even if they are still under warranty.
- Damaged/faulty/incorrect products not reported within 3 days after delivery, WILL NOT BE ELIGIBLE FOR REPLACEMENT OR REFUND


    Replacement Criteria:


    - If the product is damaged/defected upon delivery, customer should report within 24 hours along with photograph of the damaged product at hello@horecastore.ae.
    - The product must be returned with original packaging with the complete accessories, freebies, information booklet, warranty card & in the same condition as it was delivered.
    - Replacement will be processed once the product is received at our facility & inspected by our team, once approved, customer will be provided with the confirmation email.

      Refund Policy:


      - Refund will be initiated typically within 7 – 15 business days once the product is received at our facility and passes the quality check.
      - Refund will be processed to the actual mode of payment used to place the order.


        Mode of Refund:


        - Refund will be processed based on the payment mode used to place the order.
        Orders placed debit/credit card will be charged-back within 7 – 15 business days.
        - Amount of orders placed on cash on delivery will be refunded to the bank account customer’s choice. Make sure the banks details are correct & horecastore will not be responsible for funds transferred to an unintentional recipient.

          Customers can cancel the store credit & claim refund in account within 30 days from the date of store credit creation.


          How to File a Replacement or Refund Request:


          - All claims require an authorization number from our customer service.

          - To submit a request, please contact customer service at 800 HORECA (467322) or drop email at hello@horecastore.ae and our customer service team will provide you with return authorization slip and prepaid shipping label within 2 – 3 business days after submitting a request and will assist you with the procedure.

          - Once you receive the shipping label, kindly take two copy print, one copy to paste on the top of packing box and another copy to take a signature of pickup executive of the courier as a pickup reference and keep the document safe until your replacement or refund process completely closed.

          - Please ensure to keep the return package ready with all the label parts, our courier team will contact you and collect the return goods smoothly.

          - Customer will have to contact directly to the service center of the manufacturer, as the case may be, such products are not accepted for returns by horeca store.


          At Horeca Store, we are committed to providing excellent customer service and ensuring a positive experience for all of our customers. If you have any questions or concerns regarding our refund & exchange policy, please don't hesitate to contact us. We are here to assist you in any way we can.


          Need Help! call us on 800 HORECA (467322) or send us an email at hello@horecastore.ae

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