Refund Policy

At East Coast Wings, we are committed to delivering fresh, high-quality food and an exceptional dining experience to every customer. We understand that issues can occasionally arise with food orders, and we want to make sure you feel confident and protected when ordering from us. This Refund Policy outlines your rights and our procedures regarding refunds, cancellations, partial credits, and dispute resolution.

By placing an order through our website at eastcoastwings-eat.digital, by phone, or through any affiliated ordering platform, you agree to the terms set forth in this policy. Please read it carefully before completing your purchase.

1. Our Commitment to Customer Satisfaction

East Coast Wings takes pride in the quality and freshness of every order we prepare. We strive to ensure that each item meets our high standards before it leaves our kitchen. However, we recognize that problems can occur — whether it's an incorrect order, a missing item, a quality concern, or a delivery issue. In such cases, we are committed to working with you promptly and fairly to resolve the situation.

Because we prepare food for immediate consumption, our refund policy is necessarily different from policies that govern physical retail goods. Food items are perishable and prepared fresh upon order, which means certain limitations apply. This policy is designed to be fair to both our customers and our business while complying with applicable consumer protection laws in the United States, including standards set by the Federal Trade Commission (FTC) Act.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• You received an item that is significantly different from what was described or advertised on our menu.
• You received a food item that was incorrect (wrong order or wrong customization).
• One or more items were missing from your order upon delivery or pickup.
• The food was delivered in an inedible condition (e.g., visibly spoiled, foreign object present, incorrect temperature that poses a food safety concern).
• Your order was never delivered despite confirmation and payment.
• A duplicate charge was applied to your payment method for the same order.
• A technical error on our platform resulted in an unintended transaction.

Refunds are evaluated on a case-by-case basis. We reserve the right to request photographic evidence or additional information to process your claim efficiently.

3. Timeframes for Refund Requests

To ensure a timely and fair review of your claim, all refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their order upon receipt and report any issues as soon as possible.

4. Non-Refundable Items and Services

The following items and circumstances are generally not eligible for refunds:

• Food items that have been partially or fully consumed, unless a legitimate food safety or quality concern is identified.
• Orders that were correctly prepared and delivered as specified, where the customer simply changed their mind.
• Customization requests that were correctly followed (e.g., requested extra spicy and received extra spicy).
• Delivery fees, service fees, or tips paid to third-party delivery platforms (these are governed by the respective platform's refund policy).
• Promotional or discounted items used as part of a limited-time offer, unless a verified quality or accuracy issue exists.
• Gift cards or promotional credits once they have been applied to a transaction.
• Orders placed and confirmed where the customer provided an incorrect delivery address.
• Delays caused by circumstances beyond our control (traffic, weather, third-party delivery partner delays), unless the food arrived in an inedible condition.

5. How to Request a Refund — Step-by-Step

If you believe you are entitled to a refund under the conditions listed above, please follow these steps:

1. Step 1 — Document the Issue: Before contacting us, take clear photographs of the food item(s) in question, the packaging, and your receipt or order confirmation. This documentation will support your claim and help us resolve it faster.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: eastcoastwings-eat.digital
3. Step 3 — Provide Order Details: Include the following information in your message:
   • Your full name
   • Order number or confirmation number
   • Date and time of your order
   • Description of the issue
   • Photographic evidence (if applicable)
   • Your preferred resolution (refund, replacement, or credit)
4. Step 4 — Review and Confirmation: Our team will review your request and respond within 1–3 business days. We may follow up with additional questions to clarify the issue.
5. Step 5 — Resolution: Once your claim is approved, we will notify you of the refund amount and the method by which it will be processed (see Section 6 below).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on your original payment method:

Please note that while we process refunds promptly on our end, your bank or financial institution may take additional time to post the credit to your account. East Coast Wings is not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

In some cases, a partial refund may be offered instead of a full refund. Partial refunds may apply in the following situations:

• Only one or a few items in a multi-item order were incorrect or missing (refund applies only to the affected items).
• A food item was received but was partially acceptable (e.g., correct order but missing a side item or condiment).
• The quality concern relates to presentation or minor packaging issues rather than food safety.
• A discount or promotional pricing was applied to the original order, and the refund reflects the actual amount paid for the affected item.
• The customer consumed a significant portion of the order before identifying the issue.

Partial refunds will be calculated based on the actual price paid for the affected item(s), including any applicable taxes proportional to those items. Delivery or service fees are not refunded in partial refund situations unless the entire order was undeliverable or incorrectly prepared.

8. Store Credit and Exchanges

In addition to monetary refunds, East Coast Wings may offer store credit or a replacement order as a resolution option. Store credit is issued in the same amount as the approved refund and can be applied to a future order placed through our website or in-store.

Exchange Policy

Because our food is freshly prepared, traditional product exchanges are not always feasible. However, in the following circumstances, we may offer a complimentary replacement order:

• The wrong menu item was prepared and delivered.
• A food safety concern is identified and verified.
• An item was damaged or tampered with during delivery (subject to investigation).

Replacement orders are subject to availability and preparation time. We will make every effort to fulfill a replacement order promptly. Replacements are offered at no additional charge to the customer when the error is on our part.

9. Order Cancellation Policy

We understand that plans change. Our cancellation policy is designed to be as flexible as possible while accounting for the nature of freshly prepared food.

Cancellation Before Preparation Begins

If you need to cancel your order, please contact us immediately at [email protected] or visit eastcoastwings-eat.digital. Orders that have not yet entered the preparation stage may be cancelled for a full refund.

Cancellation After Preparation Has Begun

Once our kitchen has begun preparing your order, cancellations are generally not accepted and no refund will be issued, as ingredients have been dedicated to your order. This typically occurs within 5–10 minutes of order confirmation.

Cancellation of Scheduled/Pre-Orders

If you have placed a scheduled order or a catering pre-order:

• Cancellations made more than 24 hours before the scheduled time are eligible for a full refund.
• Cancellations made between 12–24 hours before the scheduled time may be eligible for a 50% refund or store credit.
• Cancellations made less than 12 hours before the scheduled time are generally non-refundable, as food preparation and ingredients sourcing may have already commenced.

10. Dispute Resolution Process

If you are not satisfied with our initial response to your refund request, or if you believe your concern has not been adequately addressed, we encourage you to follow our formal dispute resolution process before pursuing external action.

Step 1 — Escalate to Management

Request that your case be reviewed by a senior team member or manager by emailing [email protected] with the subject line "Refund Dispute Escalation". Include your original case reference number and a summary of your concern.

Step 2 — Written Formal Complaint

If escalation does not resolve your issue within 5 business days, you may submit a written formal complaint to our business address (see Section 11). We will respond in writing within 10 business days of receipt.

Step 3 — External Options

If your dispute remains unresolved after following the above steps, you have the right to pursue the following external remedies:

• Chargeback through your bank or credit card issuer: You may contact your financial institution to dispute the charge. Please note that we cooperate fully with bank investigations and will provide documentation of our communications with you.
• Federal Trade Commission (FTC): You may file a complaint with the FTC at reportfraud.ftc.gov if you believe our practices violate consumer protection laws.
• State Consumer Protection Agency: Depending on your state of residence, you may also contact your state's consumer protection office for additional assistance.
• Better Business Bureau (BBB): You may file a complaint through the BBB for mediation purposes.

We are committed to resolving all disputes in good faith and in accordance with applicable United States consumer protection laws, including the FTC Act.

11. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns about your order, please contact us through the following channels:

Our customer support team is available to assist you and will make every effort to respond to your inquiry promptly. We aim to respond to all refund-related communications within 1–3 business days.

12. Policy Updates

East Coast Wings reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at eastcoastwings-eat.digital with a revised effective date. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.

If you have any questions about this Refund Policy or your rights as a consumer, please do not hesitate to reach out to us at [email protected]. We value your business and are dedicated to making your experience with East Coast Wings a positive one.