Refund Policy

At East Coast Wings, we are committed to delivering a satisfying dining experience with every order. We understand that issues can occasionally arise, and we want to make the resolution process as straightforward and fair as possible. Please read this Refund Policy carefully to understand your rights and our obligations regarding refunds, exchanges, cancellations, and disputes.

This policy applies to all orders placed through our website eastcoast-wings.digital, by phone, or through any authorized ordering platform associated with East Coast Wings. By placing an order with us, you agree to the terms outlined in this policy.

1. Our Commitment to Quality

East Coast Wings takes pride in preparing fresh, high-quality food for every customer. We strive to ensure that every order meets our standards for taste, freshness, accuracy, and presentation. In the event that your order does not meet these standards, we encourage you to contact us promptly so we can make it right.

We comply with all applicable consumer protection laws in the United States, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act, which protects consumers against unfair or deceptive business practices.

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 the wrong order or incorrect items were delivered or prepared.
• ✔ Your order arrived in an unsatisfactory condition, such as food that is cold, damaged, spilled, or improperly packaged.
• ✔ Items were missing from your order that you were charged for.
• ✔ You were charged an incorrect amount or experienced a duplicate charge.
• ✔ Your order was significantly delayed beyond the estimated delivery or pickup time, causing the food to be unusable.
• ✔ A documented allergic reaction or health concern directly linked to a confirmed ingredient error on our part.
• ✔ Your order was canceled by East Coast Wings due to operational reasons such as ingredient unavailability.

3. Timeframes for Refund Requests

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

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage all customers to inspect their orders upon receipt and report any issues immediately.

4. Non-Refundable Items and Situations

The following items and circumstances are generally not eligible for a refund:

• Orders that have been fully consumed or substantially eaten before a complaint is raised.
• Customer dissatisfaction based solely on personal taste preference, where the order was prepared correctly as described on our menu.
• Requests made after the applicable refund timeframe has passed.
• Promotional or discounted items offered as part of a limited-time deal, unless the item was incorrect or missing.
• Delivery fees charged by third-party delivery services (please contact the respective delivery platform directly for delivery fee disputes).
• Customizations or special requests that were clearly noted on the menu as unavailable, yet were requested by the customer.
• Orders affected by circumstances beyond our control, including but not limited to severe weather, natural disasters, or third-party delivery delays.
• Gift cards or promotional credits that have already been applied to an order.

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

We have made the refund request process as simple as possible. Please follow these steps:

1. Step 1 — Gather Your Information: Before reaching out, collect the following details:
   • Your full name and contact information
   • Your order number or confirmation number
   • The date and time of your order
   • A clear description of the issue
   • Photographs of the food or packaging (if applicable)
2. Step 2 — Contact Us: Reach out to East Coast Wings through one of the following channels:
   • Email: [email protected]
   • Website: eastcoast-wings.digital
3. Step 3 — Submit Your Request: Provide all the information gathered in Step 1. Clearly state that you are requesting a refund and describe the problem in as much detail as possible. Attach any supporting photographs or documentation.
4. Step 4 — Await Confirmation: Our customer service team will acknowledge your request within 1–2 business days. We may follow up with additional questions or request further documentation if needed.
5. Step 5 — Review and Decision: Our team will review your request thoroughly and notify you of our decision within 3–5 business days of receiving all required information.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed using the original payment method or as store credit, depending on the nature of the issue and your preference.

6. Refund Processing Times by Payment Method

Once a refund has been approved, processing times vary depending on your payment method:

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only specific items in your order were incorrect, missing, or unsatisfactory, while the remainder of the order was acceptable.
• A portion of your order was consumed before a quality issue was identified.
• A discount, promotional offer, or coupon was applied at the time of purchase that reduces the refundable amount.
• The issue reported is determined to be minor and does not warrant a full refund under our quality assessment process.

Partial refund amounts will be calculated based on the proportional value of the affected items relative to the total order amount, minus any applicable discounts. East Coast Wings will communicate the partial refund amount to you before processing.

8. Exchange Policy

Because East Coast Wings serves freshly prepared food products, exchanges are handled differently from traditional retail exchanges. In the event of an incorrect or unsatisfactory order, we offer the following exchange options:

• In-Store or Curbside Pickup Orders: If you discover an issue with your order before leaving our location, please notify a team member immediately. We will remake the correct item at no additional charge.
• Delivery Orders: If an incorrect item was delivered, we may offer to send a replacement item, subject to operational feasibility and availability. This is at the discretion of East Coast Wings management.
• Exchange Window: Exchange requests must be made within 1–2 hours of receiving your order. We cannot remake food items that have been substantially consumed or that have been held for an extended period.

Exchanges are subject to the same eligibility conditions as refunds. East Coast Wings reserves the right to offer store credit in lieu of a physical replacement in cases where a remade item cannot be reasonably provided.

9. Cancellation Policy

We understand that plans can change. Below are the terms that govern order cancellations:

9.1 Customer-Initiated Cancellations

• Orders may be canceled for a full refund only if the cancellation request is made within 5 minutes of placing the order and before our kitchen has begun preparation.
• Once food preparation has commenced, cancellations are not accepted, and no refund will be issued for customer-initiated cancellations.
• To cancel an order, contact us immediately by phone or email with your order number and cancellation request.

9.2 East Coast Wings-Initiated Cancellations

• In rare circumstances, we may need to cancel your order due to ingredient unavailability, kitchen capacity, technical errors, or other operational reasons.
• In such cases, you will be notified promptly, and a full refund will be processed automatically within 3–5 business days to your original payment method.
• We will make every effort to offer an alternative solution, such as a rescheduled order or store credit of equal or greater value.

9.3 Scheduled or Pre-Orders

• Pre-orders or large catering orders may be subject to separate cancellation terms as outlined at the time of booking.
• Cancellations of catering orders must be submitted at least 48 hours in advance to receive a full refund. Cancellations made within 24–48 hours may receive a 50% refund. No refund will be issued for cancellations made less than 24 hours before the scheduled time.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, East Coast Wings provides the following dispute resolution process:

10.1 Internal Escalation

You may request that your case be escalated to a senior manager or supervisor by clearly stating this in your correspondence. We will review your case at a higher level and provide a final decision within 5–7 business days.

10.2 Mediation

If an internal resolution cannot be reached, both parties may agree to engage a neutral third-party mediator to facilitate a resolution. Costs of mediation will be shared equally unless otherwise agreed upon.

10.3 Applicable Law and Jurisdiction

This Refund Policy is governed by the laws of the United States of America and applicable state laws. Any disputes that cannot be resolved through internal channels or mediation shall be submitted to binding arbitration or the appropriate court of competent jurisdiction in accordance with the Federal Arbitration Act (FAA) and applicable state consumer protection laws.

10.4 Consumer Protection Resources

Customers in the United States have the right to file complaints with the Federal Trade Commission (FTC) at ftc.gov or through their state's Attorney General office if they believe their consumer rights have been violated.

11. Fraud Prevention

East Coast Wings takes fraudulent refund claims seriously. Any individual found to be submitting false, misleading, or fraudulent refund requests may be permanently banned from placing future orders and may be reported to the appropriate authorities. We reserve the right to refuse refund requests that we reasonably believe to be made in bad faith or that lack sufficient supporting evidence.

12. Amendments to This Policy

East Coast Wings reserves the right to modify or update this Refund Policy at any time. Changes will be posted on our website at eastcoast-wings.digital with an updated effective date. Continued use of our services after any changes are posted constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact East Coast Wings using the details below:

Our customer support team will do their best to respond to all inquiries within 1–2 business days. For the fastest response, please include your order number, a detailed description of your concern, and any supporting photographs or documents in your initial message.