Return Policy

Easy Return Policy Guide

How to Initiate a Return or Exchange

HorecaStore’s Return Policy explains how customers can return restaurant supplies, commercial kitchen equipment, and foodservice products that don’t meet expectations. This policy covers what items are eligible for return, required conditions (such as unused and in original packaging), and standard timeframes for submitting return requests. You’ll also find clear steps for initiating a return or exchange, instructions for return shipping, and information about restocking fees if applicable. Once your return is received and inspected, eligible refunds are processed promptly back to your original payment method. Our goal is to make the return process transparent, fair, and easy so that hospitality businesses can shop with confidence and get the right products for their needs.

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.

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).

To qualify for a return, the request must beinitiated before the return period expires.
Returns can be requesteddirectly 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

Return Fees & Freight Responsibility

Returns initiated within 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.

Non-Returnable Items

The following items are final sale and cannot be returned:

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

Return Process

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

A Return Merchandise Authorization (RMA)
Instructions and the return shipping address

Note: Returns without an RMA may be rejected.

Damaged or Incorrect Shipments

Damage or order issues must be reported within 48 hours of delivery.

Please include:

Order number
Clear photos of the damage & packaging
A description of the issue

If eligible, we may offer a replacement, refund, or credit.

Refunds

Refunds are processed within7–10 business daysafter we receive and inspect the returned item.
Shipping charges and restocking fees (if applicable) will be deducted.
Refunds are issued to theoriginal payment method only.

Freight Deliveries

For items shipped by freight:

Items must beunused and in original crating
Freight returns must bearranged and paid for by the customer
Inside delivery, liftgate, and accessorial fees are non-refundable
All freight returns are inspected before refunds are issued

Order Cancellations After Shipment

Orders cannot be canceled once a shipment is in transit. Refused shipments will incur return freight charges and up to a 25% restocking fee.

Legal Disclaimer

This policy is governed by the laws of the State of Texas. By using HorecaStore and placing an order, you agree to these terms. HorecaStore reserves the right to update or amend this policy at any time.

Still have questions?

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

Contact Support Back to Home