At HORECA, we aim to provide a smooth and reliable shopping experience for both B2C customers and B2B business customers. This policy explains the conditions for order cancellation, returns, replacements, and refunds.
Customers may request cancellation of an order before it is dispatched, subject to the applicable product and seller conditions.
Once an order has been accepted, processed, packed, or dispatched, cancellation may not be available. Cancellation may also be restricted for perishable, customized, made-to-order, specially procured, or bulk/wholesale orders.
If HORECA or the seller cancels a prepaid order, the eligible amount will be refunded according to the applicable refund process.
Returns or replacements may be accepted for eligible products in cases such as:
The return eligibility and applicable return period may vary depending on the product and seller. The product-specific return policy displayed on the Product Page or Order Details will apply.
For B2B, wholesale, bulk, customized, and specially procured orders, cancellation and return conditions may differ from standard customer orders.
Such orders may be subject to specific commercial terms agreed between the customer and seller.
Products that are perishable, opened/used, customized, made-to-order, specially procured, or specifically marked as non-returnable may not be eligible for return.
However, legitimate claims for wrong, damaged, defective, or expired products may still be considered where applicable.
Once a cancellation, return, or refund request is approved, the eligible refund will be processed through the applicable payment method.
The time taken for the refund to reflect in the customer's account may depend on the payment gateway or financial institution.
Customers can raise a return or product-related complaint through the My Orders section of the HORECA Platform. Customers may be required to provide order details, photographs, or other information for verification.
The cancellation, return, replacement, and refund terms displayed on the Product Page, Order Details, or applicable seller policy will prevail for that particular product/order, subject to applicable law.
HORECA reserves the right to update this policy from time to time. Any changes will be published on this page with the revised Last Updated date.
For any cancellation, return, replacement, or refund-related assistance, please contact HORECA Customer Support through the contact details provided on the Platform.
This policy is intended to apply to both B2C and B2B transactions and is subject to applicable laws and regulations in India.