Cancellation Policy | HorecaStore

Cancellation Policy Overview

How to Request a Cancellation

HorecaStore’s Cancellation Policy explains how customers can cancel orders for restaurant supplies, commercial kitchen equipment, and foodservice products before they are shipped. This policy outlines eligibility for cancellations, time frames for submitting a request, and circumstances when cancellations may not be possible (such as after order fulfillment begins). You’ll also find details about refund processing, credit issuance, and any applicable fees or adjustments. To cancel an order, customers should contact our support team with order details as soon as possible. Our goal is to make cancellation and refund processes clear, fair, and efficient while minimizing disruptions for both buyers and fulfillment operations.

At HorecaStore, we aim to fulfill every order quickly and accurately to meet the fast-paced needs of commercial kitchens and food service professionals. We offer customers the ability to cancel eligible orders directly from their HorecaStore account, as long as the order has not yet entered fulfillment or been dispatched.

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.

How to Cancel an Order

Customers can view their order status and cancel eligible orders directly from the Order Tracking page in their HorecaStore profile/account section.
Order status will be shown as:
- Unused and uninstalled
- Pending – cancellation is still possible
- Confirmed – cancellation may no longer be available

To cancel an order while it is still “Pending,” simply click “Request Cancellation” next to the order.

When Cancellation is NOT Allowed

Cancellation is no longer possible once the order status shows as:

Confirmed by our Fulfillment Team (processing has begun),
Dispatched to a warehouse, facility, or customer,
Submitted to supplier for drop-shipping or custom fulfillment.

If the order has entered any of these stages, it must follow the Returns Policy if eligible for return.

Non-Cancellable Items

The following items are strictly non-cancellable:

Custom, built-to-spec, or special-order products
Food & beverage items marked “Perishable”
Opened hygiene-related or disposable products
Items marked “Final Sale” or “Non-Cancellable” on the product page

Orders Refused at Delivery

Refusing a delivery that was processed and shipped will result in:
- Deduction of return shipping costs
- A restocking fee of up to 25%
Original shipping charges are non-refundable

Cancellations Due to Backorder or Delay

If a product is delayed or backordered:

We will notify you of the new estimated delivery date
You may choose to:
- Proceed with the order,
- Replace it with a similar product, or
- Cancel (only if the order has not already been submitted for fulfillment)

Refund Timeline for Cancellations

If your cancellation request is approved:

Refunds will be issued to your original payment method within 7–10 business days
Any processing or administrative charges (if applicable) will be deducted

Legal Disclaimer

This policy is governed by and construed in accordance with the laws of the State of Texas. By placing an order with HorecaStore, you agree to the terms of this Order Cancellation Policy. HorecaStore reserves the right to amend this policy at any time without prior notice.

Still have questions?

Our support team is available to help clarify any part of this policy.

Contact Support Back to Home