Standard Returns
All unused and regularly stocked items can be returned, except those included in the "Final Sale & Non-Returnable Items" list below. To do this, contact our customer support team within 30 days of purchase. Our representative will authorize a return and provide additional information for completing the return process. Each return is subject to a 15% restocking fee subtracted from the refund amount. The buyer is also responsible for arranging for a shipping agency to return the product and paying any shipping fees incurred.
All returned items must be in brand-new condition, unused, and in original packaging.
Other Types of Returns
Please be aware that "special order items" such as customized fabrications and other furniture items are not refundable. Items delivered directly to you from the supplier must have return permission from the manufacturer. A member of our customer service team may assist you in obtaining such authorization. Please contact us at 1 (800) 598-5889, sales@thehorecastore.com.
Final Sale & Non-Returnable Items
- Used supplies and equipment.
- Customized order items.
- Closeout products.
- Perishable and edible items, such as foods, and disposable items like lids, plates, and cups.
- Products available in aerosol cans
- Items containing flammable liquids
- Hazardous products
- Furniture.
- Products shipped to U.S. territories and areas outside the United States.
- Items delivered outside the contiguous United States, including Hawaii, Alaska, and all U.S. territories.
Fees
Restocking fees
There are numerous charges associated with processing a return. To keep them low, we charge a 15% restocking fee on all returned items.
Additional Restocking Fees
In some cases, additional handling and shipping charges will be applied throughout the return procedure. Please ensure that "Free Shipping" only applies to anything shipped directly from The Horeca Store to you. Free delivery does not apply to returns. These fees will be deducted from your refund.
Defective merchandise
If you receive a damaged item, you must submit a warranty claim. Please contact us if you have any questions about warranties or its process.
Missing or Damaged Goods
Claims for items missing or damaged in transportation must be reported within five business days of receiving the merchandise. When you receive products, please take the time to check them. Every package will have an identification label on the box. Make sure that you received all of the items stated on the label.
Order Cancellation
Active Order: If your order is still active in our system, please contact our customer service team to cancel it. There will be no shipping or restocking fees.
Dispatched order: If your item has already been dispatched, you can refuse it when it arrives at your address or accept it and initiate a return authorization using our returns process. When you refuse a shipment, it will be returned to our warehouse, and you may be charged a restocking fee for any shipping fees related to the return.
Received Order: If you have already received your ordered item(s), please contact our customer service team to initiate a return. You will be given a return authorization number and instructions for shipping your products back.
Refund Policy/ Store Credit
For payments made using methods other than wire, check, ACH, or leasing agreements (each referred to as an “Alternative Payment Method”), a return credit will be issued to the original payment method once the returned items are received and inspected. If you used an Alternative Payment Method, your refund will be provided as store credit. Additionally, if we cannot process a refund to your original payment method, (for instance, if your credit or debit card account has been closed), you will receive a store credit. For terms and restrictions regarding store credits, please contact us at 1 (800) 598-5889, or sales@thehorecastore.com.