Return Policy

Return & Refund Policy

Last updated: [03-05-2026]

At HORECA MARKET UAE, we are committed to delivering high-quality products to our customers. If you receive any damaged, defective, or incorrect items, we will arrange a replacement or refund according to the policy below.

1. Eligible Returns

Returns are accepted only in the following cases:

  • Product is damaged or defective
  • Product is expired
  • Wrong item delivered
  • Product quality is not suitable due to supplier/manufacturing defect

Note: Due to the nature of perishable and frozen food products, returns are not accepted for:

  • Change of mind
  • Incorrect order placed by the customer
  • Products that were stored improperly after delivery

2. Return Timeframe

  • Customers must report the issue within 24 hours of delivery
  • Claims received after 24 hours may not be accepted

3. Return Conditions

To qualify for a return:

  • Product must be unused and in original packaging
  • Keep the product frozen/refrigerated as required
  • Provide photos or videos clearly showing the defect or damage
  • Invoice must be provided

4. Return Process

  1. Contact us via:
    • WhatsApp: 0507696430
    • Email: [support@horecamarket.ae]
  2. Share:
    • Order date
    • Product details
    • Photos/videos of the issue
  3. Our team will review and respond within 1 hour on business days
  4. If approved:
    • Replacement will be arranged free of cost, or
    • The refund will be processed within 1 hour. after taking the products

5. Refund Method

  • Refunds will be issued through the original payment method
  • Processing time: 1 business days
  • For Cash on Delivery orders, refund will be made via bank transfer, credit note or Cash payment (Customer choice)

6. Pickup of Returned Products

  • Our delivery team may collect the defective product, if required
  • In some cases, disposal instructions may be provided without pickup

7. Non-Returnable Items

  • Opened or partially used products (unless defective)
  • Products damaged due to improper storage after delivery
  • Special order or customized items

8. Contact Information

HORECA MARKET UAE
WhatsApp: 0507696430
Email: support@horecamarket.ae
Delivery: All over UAE

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