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After-Sales
Last updated: January 2025
We stand behind the quality of every product we sell. Our return and refund policy is designed to be fair and straightforward.
Products may be returned within 7 days of delivery if: the item is defective or damaged upon arrival, the wrong product was shipped, or the product does not match the published specifications. Products must be in original packaging, unused, and accompanied by the original invoice and delivery documentation.
Custom fabricated items (made-to-order stainless steel furniture), products that have been installed, used, or modified, perishable or consumable items, products returned after 7 days from delivery, and items without original packaging are not eligible for return.
To initiate a return: Contact our support team at support@horeca.pk or via WhatsApp within 7 days of delivery. Provide your order number, photos of the damage or defect, and a brief description of the issue. Our team will assess your claim within 2 business days and arrange collection if approved.
Once the returned item is received and inspected, refunds are processed within 5–7 business days. Refunds are issued via the original payment method (bank transfer or store credit). Cash-on-delivery orders receive bank transfer refunds.
We offer product exchanges for defective items or incorrectly shipped products. Exchanges are subject to stock availability. If the replacement item is of higher value, the price difference must be paid. If lower, a partial refund will be issued.
Warranty claims after the 7-day return window are handled directly with the manufacturer's authorized service center. We facilitate this process and can liaise on your behalf. Contact our after-sales team for assistance.
For questions about this policy, contact us at info@horeca.pk