Exchange & return

We do our utmost to ensure that every order is delivered complete, correct and without damage. Nevertheless, something may occasionally go wrong.

If there is an issue with your order or you wish to return an item, please always contact us first. We will be happy to look at the best solution together with you.

Requesting a return

Returns must be registered with us in advance through the contact form, by telephone on +31 (0)255 756 356 or by e-mail at info@horecavoordeel.com.

When requesting a return, please provide the following information whenever possible:

• your order number;
• the product number of the item concerned;
• the quantity you wish to return;
• the reason for the return.

After your return request has been registered, we will provide you with further return instructions and, where applicable, the correct return address.

Please do not send a return to any of our addresses without contacting us first. The correct return address may vary depending on the item. A shipment sent to the wrong address without prior return instructions may therefore be delayed, may not be processed correctly or may result in additional costs.

Food safety and opened packaging

A large part of our range consists of packaging, disposables and other products intended to come into direct or indirect contact with food. Hygiene, food safety and clean storage are particularly important for these products.

Once packaging has been opened or the hygienic protection of the contents has been broken, we can no longer determine how the products have subsequently been handled, stored or whether they may have become contaminated. We can therefore no longer guarantee the quality and hygienic condition of these products to a subsequent customer with the same degree of certainty.

For this reason, opened or partially used packages of products for which hygiene or food contact is relevant cannot generally be returned.

We appreciate your understanding. This return condition is intended to ensure that every customer can rely on food-contact products being clean, safe and handled with appropriate care.

Please therefore check carefully before opening the packaging that you have received the correct item, size, material and product type.

If you are unsure whether you have ordered the correct product, please contact us before opening the packaging. We would much rather help you check in advance than have you discover afterwards that the item can no longer be returned.

Return conditions

• Returns must always be registered with us in advance.
• Items must be unused, undamaged and in a condition suitable for resale.
• Where required by the nature of the product, the original packaging must remain unopened and undamaged.
• Items that have been specially ordered, manufactured, printed or personalised for you cannot be returned unless there is a defect, damage or an error on our part.
• If you have ordered the wrong item yourself, the cost of returning the goods is your responsibility.

Inspection and refund

Once we receive the returned items, we will inspect them. If they comply with the return conditions and are suitable for resale, we will issue a credit note and refund the applicable amount.

Refunds are generally made using the same payment method used for the original order.

The return process is normally completed within approximately one week after we receive the returned goods.

Any questions?

If you are unsure whether an item can be returned or have any other questions about a return, please contact us first through the contact form, by telephone on +31 (0)255 756 356 or by e-mail at info@horecavoordeel.com. We will be happy to assist you.

For information about ordering, stock availability, delivery and shipping costs, please see our Ordering & Delivery page.

Horecavoordeel primarily serves business customers. If you place an order as a consumer for private use, any applicable statutory consumer rights remain unaffected.