HORECAPOINT CUSTOMER POLICY

Payment, Return & Refund Policy

Clear information before you order, while your equipment is being delivered, and if you need support after receiving it. This page explains our payment terms, return conditions, transit-damage process, refunds and cancellation policy.

Order Order confirmed

Processing Equipment prepared

Delivery Equipment received

Support Eligible issues resolved

Payment Returns Transit Damage Refund Cancellation

PAYMENT POLICY

Payment Options Available

Payment options may depend on the product and delivery location. Cash on Delivery is available only for eligible orders.

ONLINE PAYMENT

Pay Online

Make 100% advance payment using the online payment options available during checkout. Your order moves to processing after successful payment confirmation.

CASH ON DELIVERY

COD

For eligible COD orders, approximately 10%–25% advance payment is required. The remaining balance is payable at the time of delivery. COD and handling charges are extra.

OFFICE PAYMENT

Cash at Office

Customers may also make payment directly at the Horecapoint office. Please confirm your order and product availability with our team before visiting.

COD ADVANCE 10%–25% Advance required to confirm eligible COD orders

How Cash on Delivery Works

For an eligible COD order, an advance of approximately 10%–25% is collected first. After confirmation, the equipment is prepared and dispatched. The remaining approved balance is payable when the order is delivered. Applicable COD and handling charges are additional.

01 Pay Advance Pay the applicable 10%–25% advance amount.

02 Order Processing The product is checked, packed and dispatched.

03 Pay at Delivery Pay the remaining balance plus applicable COD and handling charges.

RETURN POLICY

When a Return Can Be Reviewed

Commercial kitchen machines are checked, prepared and packed for individual orders. Horecapoint therefore does not provide a general change-of-mind return facility.

GENERALLY NOT ELIGIBLE

General Returns

The following situations generally do not qualify for a complete product return or replacement.

Change of Mind The customer decides that the equipment is no longer required after ordering.

Incorrect Customer Selection Incorrect size, voltage, model, capacity or other specification selected by the customer.

Minor Cosmetic Marks Minor scratches, dents, bends or cosmetic transport marks where the equipment operates normally.

ELIGIBLE FOR REVIEW

Cases We Can Review

Genuine eligible issues may be reviewed after checking the order details, equipment condition and supporting evidence.

✓

Major Transit Damage Equipment arrives substantially damaged and unusable due to transportation.

✓

Verified Eligible Issue Other genuine eligible issues may be reviewed based on the available evidence and product condition.

✓

Resolution After Verification The appropriate resolution is determined after the issue has been verified by Horecapoint.

TRANSIT DAMAGE

Received Equipment With Transit Damage?

Inspect the equipment as soon as it is delivered or collected. Keep the original packaging until you have confirmed the condition of the machine.

REPORT WITHIN 3 DAYS OF RECEIVING

Report Transit Damage Within 3 Days

Any transportation damage must be reported within 3 days of receiving or collecting the equipment. Please keep the original packaging and provide clear photographs. A complete unboxing video is strongly recommended.

01 • REQUIRED Outer Packaging Take clear photographs of the package.

02 • REQUIRED Shipping Label Make sure shipment details are visible.

03 • REQUIRED Damaged Area Share clear close-up photographs.

04 • RECOMMENDED Unboxing Video A continuous unboxing video is strongly recommended.

Minor Cosmetic Marks vs Major Damage

Minor dents, scratches, bends or cosmetic marks caused during transportation do not qualify for a complete machine return or replacement when the equipment operates normally. Major verified transportation damage that leaves the machine substantially damaged and unusable will be reviewed.

REFUND & RESOLUTION

How an Eligible Issue Is Resolved

Reporting an issue does not automatically create a refund. Horecapoint first reviews the case, verifies the available evidence and determines the appropriate resolution.

CASE JOURNEY

From Reporting the Issue to Final Resolution

Report Contact Horecapoint

Evidence Share photos / video

Review Case is verified

Decision Resolution approved

Resolve Approved action completed

POSSIBLE RESOLUTION Component Replacement

Where suitable, an eligible damaged major component or part may be replaced to resolve the verified issue.

POSSIBLE RESOLUTION Machine Replacement

Complete machine replacement may be considered where verified major damage makes the equipment substantially unusable.

POSSIBLE RESOLUTION Approved Refund

A refund may be initiated when Horecapoint confirms that a refund is the appropriate resolution for the verified case.

1. Issue Reported

Contact Horecapoint and provide your order information together with a clear explanation of the issue.

2. Evidence Reviewed

Photographs, videos, packaging details and other applicable information are reviewed before a decision is made.

3. Resolution Approved

Depending on the verified issue, the approved resolution may include component replacement, machine replacement, refund or another appropriate solution.

4. Return If Required

If the equipment needs to be returned, Horecapoint will provide the applicable return and shipping instructions.

5. Refund Initiated

If a refund is approved, it will be initiated after the applicable verification and return requirements have been completed. The time required for the amount to reflect may vary depending on the bank, payment provider or payment method.

Do Not Send Equipment Back Without Approval

Please wait for Horecapoint to confirm the return and provide the applicable return instructions before sending any equipment back to us.

CANCELLATION POLICY

Cancelling an Order

Cancellation depends on the processing and dispatch stage of the order when the cancellation request is received.

BEFORE DISPATCH

Cancellation May Be Considered

A cancellation request received before dispatch may be considered depending on the product and current order status.

AFTER DISPATCH

Cancellation May Not Be Possible

Once the equipment has been packed, handed over to the logistics provider or dispatched, cancellation may not be possible.

SPECIAL ORDERS

Specially Arranged Equipment

Products specially arranged or prepared for a particular customer may not be cancellable after processing has started.

HORECAPOINT CUSTOMER SUPPORT

Need Assistance With an Order?

Keep your order details ready and contact our team for assistance with payments, COD, return eligibility, transit damage, cancellation or refund-related queries.

Call Horecapoint Email Support