Returns & complaints

Customers may complain about goods that do not match the order (defective, damaged, wrong or incomplete). Report visible defects and transport damage within 48 hours of receipt, and hidden defects without delay after discovering them.

Send an email to info@horecashop.rs with: • order number; • description of the issue; • photos (if applicable). We respond to complaints within 8 days of receipt, with next steps.

Purchases are intended exclusively for companies and sole traders, so the statutory 14-day consumer right of withdrawal does not apply. Non-defective goods can be returned only by prior agreement with the seller — write to info@horecashop.rs with your order number and the items. Goods must be unused and in their original packaging. Returns are not possible for: • hygiene and cosmetic products if the seal has been removed or the packaging opened; • goods made to measure or branded to your specification (e.g. logo embroidery).

You may cancel an order before shipment by contacting the seller. If the proforma invoice has already been paid, we refund the amount to the company account the payment came from.

Returned goods must be unused and, where possible, in their original packaging. • Agreed return of non-defective goods: the customer bears the return costs unless agreed otherwise. • Justified complaint due to seller error: the seller bears the return costs.

For an approved complaint or an agreed return, we refund the company account the payment came from (or by another agreed method) after receiving and inspecting the returned goods. Replacement goods are also possible instead of a refund.

Večanski DOO Vladana Desnice 66, 21131 Petrovaradin, Srbija Tax ID (PIB): 100802930 | Company ID (MB): 08374473 Email: info@horecashop.rs Phone: +381 65 6435 694