Refund Policy

At East Coast Wings, we are committed to delivering a high-quality dining experience with every order. We understand that sometimes things do not go as planned, and we want to make sure our customers are treated fairly. This Refund Policy outlines the terms and conditions under which we accept refund requests, process returns, and handle cancellations for orders placed through our website at eastcoastwings-food.rest or directly through our establishment.

Please read this policy carefully before placing your order. By completing a purchase with East Coast Wings, you acknowledge and agree to the terms described below.

1. Our Commitment to Customer Satisfaction

East Coast Wings takes pride in the quality of our food, preparation, and service. Every order is prepared fresh and with care. However, we recognize that errors can occur, and in such cases, we are dedicated to finding a fair resolution. Our refund policy is designed to be transparent, reasonable, and compliant with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

A refund request may be eligible for consideration under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions Due to Error: You experienced an allergic reaction caused by an ingredient that was not disclosed or that was added contrary to your specific dietary instructions provided at the time of order.
• Duplicate Charges: Your payment method was charged more than once for the same order.
• Order Not Delivered: Your order was confirmed but was never delivered within the estimated delivery window and no satisfactory resolution was offered.

3. Timeframes for Refund Requests

To be considered for a refund, your request must be submitted within the following timeframes:

Requests submitted after these timeframes may not be eligible for a refund, though East Coast Wings reserves the right to make exceptions at its sole discretion in extraordinary circumstances.

4. Non-Refundable Items and Situations

The following items, services, and situations are generally not eligible for a refund:

• Orders that have been fully consumed or substantially consumed before a complaint is raised.
• Requests based solely on personal taste preference when the order was correctly prepared.
• Items that were customized per your specific instructions (e.g., extra spicy, no sauce) and then disliked after receipt.
• Delays caused by third-party delivery platforms outside of our direct control.
• Promotional, discounted, or complimentary items provided at no charge.
• Gift cards or promotional credits once redeemed.
• Refund requests submitted outside the defined timeframes without an approved exception.
• Catering deposits once food preparation has commenced.

5. How to Request a Refund (Step-by-Step)

To submit a refund request, please follow these steps carefully to help us process your claim efficiently:

1. Step 1 – Gather Your Information: Locate your order confirmation number, the date and time of your order, the payment method used, and any evidence of the issue (such as photos of incorrect or unsatisfactory food items).
2. Step 2 – Contact Us: Reach out to our customer support team via email at [email protected] or by visiting our website at eastcoastwings-food.rest. You may also call or visit us directly.
3. Step 3 – Describe the Issue: Provide a clear and detailed description of the problem, including your order number, the specific item(s) affected, and the nature of the issue. Attach any relevant photos or screenshots if applicable.
4. Step 4 – Await Acknowledgment: Our customer support team will acknowledge your request within 1–2 business days of receipt.
5. Step 5 – Review Process: We will review your request, which may include verifying your order details, reviewing preparation records, and contacting the relevant team members. This process typically takes 2–5 business days.
6. Step 6 – Resolution: You will be notified of the outcome via email or phone. If approved, your refund or replacement will be processed according to the timelines outlined in Section 7 of this policy.

6. Cancellation Policy

We understand plans can change. Our cancellation policy is as follows:

6.1 Standard Orders

Orders placed for delivery or pickup may be cancelled and fully refunded only if the cancellation request is made within 5 minutes of placing the order, before food preparation has begun. Once preparation has started, cancellations cannot be accepted for standard orders due to the perishable nature of fresh food.

6.2 Advance and Pre-Scheduled Orders

For orders placed in advance (more than 2 hours before the scheduled pickup or delivery time), cancellations will be accepted with a full refund if the request is made at least 1 hour prior to the scheduled time. Cancellations made less than 1 hour before the scheduled time may not be eligible for a full refund.

6.3 Catering and Large Group Orders

Catering or large group orders (typically 10 or more people) require a deposit at the time of booking. Cancellation terms for catering orders are as follows:

7. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account depends on your bank or financial institution and is outside of our control.

8. Partial Refunds

In certain situations, only a partial refund may be granted. These circumstances include:

• Only a portion of your order was incorrect or missing (a refund for the affected items only will be issued).
• A food quality issue affected only one component of a combo or meal deal.
• The order was delivered late, but the food was still consumable — a partial credit or goodwill discount may be offered.
• A catering cancellation falls within the partial refund window as outlined in Section 6.3.

The determination of partial refund amounts will be made by our customer support team based on the details of each individual case.

9. Exchange Policy

In lieu of a monetary refund, East Coast Wings may offer to replace your order or provide a substitute item of equal or greater value. Replacements are subject to availability and may be offered as an alternative resolution in the following situations:

• An incorrect item was delivered and can be corrected promptly.
• A missing item can be re-prepared and delivered or made available for pickup within a reasonable time.
• A food quality issue is reported and replacement is feasible within a reasonable timeframe.

You are not obligated to accept a replacement in place of a refund if a refund is determined to be appropriate under this policy. Our team will work with you to find the most satisfactory resolution possible.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter. We encourage customers to first attempt to resolve any disputes directly with us through the following process:

1. Internal Escalation: Request that your complaint be reviewed by a senior manager or supervisor by replying to your refund resolution email and requesting an escalation review.
2. Formal Written Complaint: Submit a formal written complaint to us at [email protected], clearly marked as a formal dispute. We will respond within 5 business days.
3. Chargeback Rights: If you paid by credit or debit card and believe you have been wrongfully charged, you retain the right to contact your bank or card issuer to initiate a chargeback under applicable payment network rules. We encourage you to contact us first before initiating this process so we may resolve the issue directly.
4. FTC and State Consumer Protection Agencies: As a consumer in the United States, you have rights under the FTC Act and applicable state consumer protection laws. You may file a complaint with the Federal Trade Commission at www.ftc.gov or with your relevant state attorney general's office if you believe your consumer rights have been violated.

11. Policy Updates

East Coast Wings reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website at eastcoastwings-food.rest. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes. Continued use of our services after any changes constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us through any of the following channels:

Our customer support team is available to assist you during regular business hours. We strive to respond to all refund-related inquiries promptly and professionally. Your satisfaction is our top priority, and we thank you for choosing East Coast Wings.