Refund & Returns

Due to the heavy-duty and highly customized nature of industrial food machinery, HORECA Market and UFM enforce a strict B2B return and refund policy to ensure quality and operational integrity.

1. General Return Policy

Standard industrial equipment, including FryGenie fryers, Maestro Ovens, and commercial refrigeration units, cannot be returned once delivered and installed, unless there is a documented manufacturing defect that cannot be resolved by our technical support team.

2. Custom Turnkey Projects (UFM)

Custom-engineered processing and packaging lines are manufactured specifically to your factory's blueprints and capacity requirements. Therefore, orders for custom UFM lines are non-cancellable and non-refundable once manufacturing has commenced.

3. Warranty Claims & Defective Parts

We stand by the quality of our engineering. If your equipment arrives with a manufacturing defect:

• You must notify our technical team within 7 days of delivery or commissioning.
• Our engineers will conduct an on-site inspection or remote diagnostics.
• Defective parts will be repaired or replaced under the terms of your specific Equipment Warranty Agreement.
• Labor and travel costs for warranty repairs are subject to the terms outlined in your final contract.

4. Order Cancellation

If you need to cancel a standard equipment order before it has been dispatched from our warehouses, a restocking fee of 20% may apply. Cancellation requests must be submitted in writing to your assigned account manager.

5. Shipping Damages

If equipment is damaged during transit by a third-party logistics provider, it must be noted on the Bill of Lading immediately upon receipt. Please photograph the damage and contact our support team within 24 hours to initiate a freight claim.