Refund Policy

At East Coast Wings, we are committed to delivering a satisfying dining experience with every order. We understand that occasionally issues may arise with your food order, and we want to make sure you feel confident and supported when they do. Please read this Refund Policy carefully to understand your rights, our obligations, and the procedures we follow when handling refund and cancellation requests.

This policy applies to all orders placed through our website at eastcoastwings.rest, by phone, or through any authorized third-party delivery platform associated with East Coast Wings. By placing an order with us, you agree to the terms outlined in this Refund Policy.

1. Eligibility Conditions for Refunds

We want every customer to receive exactly what they ordered, prepared to the highest standards. Refunds may be considered under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong flavor, wrong sauce, wrong protein).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food arrived in a condition that is clearly below acceptable standards, such as being undercooked, significantly cold upon arrival (for delivery orders within a reasonable delivery radius), or spoiled.
• Allergen Concerns: If you notified us of a specific food allergy at the time of ordering and we failed to accommodate your request, resulting in an item being prepared incorrectly.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Order Not Received: Your delivery order was never received and there is no confirmation of delivery.

To be eligible for a refund, customers must meet the following general requirements:

• The refund request must be submitted within the applicable timeframe outlined in Section 2 of this policy.
• The customer must provide sufficient documentation or description of the issue (see Section 5 for step-by-step instructions).
• The order must have been placed directly through eastcoastwings.rest or an authorized channel. Orders placed through unauthorized third-party platforms must be resolved directly with those platforms.

2. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted promptly. The following timeframes apply:

Requests submitted outside of these timeframes may not be eligible for a refund. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified. Because food is a time-sensitive product, delays in reporting make it significantly more difficult for us to verify and resolve claims appropriately.

3. Non-Refundable Items and Services

Not all purchases are eligible for a refund. The following are generally non-refundable:

• Change of Mind: Refunds will not be issued if you simply changed your mind about your order after it was prepared or delivered.
• Customized Orders: Items that were customized to your specific request (e.g., specific sauce combinations, special preparation instructions) and prepared correctly as requested are not eligible for refunds.
• Consumed Items: Items that have been substantially consumed before a complaint is raised are not eligible for a refund, unless there is a documented health or safety concern.
• Promotional and Discounted Items: Items purchased during special promotions or at a discounted rate may be subject to modified refund eligibility. Details will be communicated at the time of the promotion.
• Delivery Fees: Delivery fees are non-refundable unless the non-delivery was solely the fault of East Coast Wings.
• Service Fees and Platform Fees: Any processing fees, convenience fees, or third-party service fees charged at the time of ordering are non-refundable.
• Gift Cards and Vouchers: Purchased gift cards or promotional vouchers are non-refundable once issued.

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

We have made our refund request process as straightforward as possible. Please follow these steps to submit your request:

1. Step 1 — Gather Your Information: Before contacting us, collect all relevant details about your order, including your order confirmation number, the date and time of your order, a description of the issue, and, if applicable, photographs of the incorrect or unsatisfactory items.
2. Step 2 — Contact Us: Reach out to our customer support team using one of the following methods:
   • Email: [email protected]
   • Website: eastcoastwings.rest
3. Step 3 — Describe Your Issue: In your communication, clearly explain the nature of your complaint. Include the following:
   • Your full name and contact information
   • Your order number or confirmation reference
   • A detailed description of what went wrong
   • Any supporting photos or documentation
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Review Period: Our team will review your request and may follow up with additional questions. We aim to respond to all refund inquiries within 1–2 business days.
5. Step 5 — Resolution: Once your claim is verified and approved, we will inform you of the approved resolution and initiate the refund, replacement, or credit accordingly.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account depends on your original payment method. The following estimated timelines apply:

Please note that processing times may vary depending on your bank or financial institution. East Coast Wings is not responsible for delays caused by third-party payment processors or banking institutions. If you have not received your refund within the stated timeframe, please first check with your bank before contacting us.

6. Partial Refunds

In some circumstances, a partial refund may be issued rather than 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, and the remainder of the order was satisfactory.
• The food quality issue affected only part of the order.
• A discount, coupon, or promotional credit was applied to the original order; the refund will reflect the actual amount paid for the affected item(s).
• The customer has already consumed a portion of the item before reporting the issue.
• A delivery fee was paid; the refund will exclude the delivery fee unless East Coast Wings was directly responsible for the non-delivery.

Partial refunds will be calculated based on the price of the affected item(s) only, not the total order value, unless the entire order is deemed ineligible for consumption.

7. Exchange Policy

Where a refund is not the most practical solution, we are happy to offer an exchange or replacement in the following circumstances:

• Incorrect Item Received: If you received the wrong item, we will arrange for the correct item to be prepared and delivered or made available for pickup at no additional charge, subject to availability and operational hours.
• Missing Items: Missing items may be remade and delivered or credited to your account for future use.
• Quality Issues: If an item does not meet our quality standards, we may offer to remake and redeliver or replace the item at our discretion.

Exchanges are subject to the same eligibility requirements and reporting timeframes as refunds. We reserve the right to determine whether a replacement or refund is the most appropriate remedy on a case-by-case basis.

8. Cancellation Policy

We begin preparing your food order as quickly as possible after it is confirmed to ensure freshness and prompt delivery. Because of this, our cancellation window is limited.

8.1 Online and Phone Orders

• Within 5 minutes of placing your order: You may request a cancellation and receive a full refund. Contact us immediately at [email protected] or call us to request a cancellation.
• After 5 minutes: Once food preparation has begun, cancellations may not be accepted. If your order has entered the preparation stage, we are unable to guarantee a refund for cancellation requests made after this point.
• After food has been dispatched for delivery: Orders cannot be cancelled after dispatch. If a delivery issue occurs, please refer to the refund eligibility criteria in Section 1.

8.2 Catering and Large Group Orders

For catering orders or large group orders, the following cancellation terms apply:

• 48 hours or more before the scheduled event: Full refund issued.
• 24–48 hours before the scheduled event: 50% refund of the total order value.
• Less than 24 hours before the scheduled event: No refund will be issued, as ingredients and preparation will already be underway.

9. Dispute Resolution Process

East Coast Wings is committed to resolving all customer concerns in a fair, transparent, and timely manner. If you are not satisfied with the initial response to your refund request, you have the right to escalate your concern.

9.1 Internal Escalation

If you believe your refund request was not handled appropriately, please reply to the original email correspondence referencing your case and request that the matter be escalated to a senior member of our customer support team. We will review your case again and provide a final decision within 5 business days.

9.2 External Dispute Resolution

If you remain dissatisfied after exhausting our internal resolution process, you may have the right to pursue the following avenues:

• Chargeback with Your Bank or Card Issuer: You may contact your bank or credit card company to initiate a chargeback if you believe a charge was unauthorized or the product or service was not delivered as promised. Please note that initiating a chargeback without first attempting to resolve the issue with us may limit our ability to assist you directly.
• Federal Trade Commission (FTC): The FTC enforces consumer protection laws in the United States. You may file a complaint at ftc.gov/complaint if you believe your consumer rights have been violated.
• State Consumer Protection Agencies: Depending on your state of residence, you may have access to a state-level consumer protection office. We encourage you to explore resources available in your state.
• Better Business Bureau (BBB): You may file a complaint with the BBB at bbb.org for mediation assistance.

10. Consumer Rights Under United States Law

East Coast Wings operates in accordance with applicable federal and state consumer protection laws in the United States. Under the Federal Trade Commission Act, consumers are protected against unfair or deceptive business practices. We are committed to operating transparently and honestly in all our customer interactions.

If you are located in California, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA) and other California consumer protection statutes. These rights relate to your personal data and how it is used, and are further described in our Privacy Policy available at eastcoastwings.rest.

Nothing in this Refund Policy is intended to limit any rights you have under applicable law. If any provision of this policy conflicts with applicable law, the applicable law will take precedence.

11. Policy Updates

East Coast Wings reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage customers to review this policy periodically. Continued use of our website or services following any changes constitutes acceptance of the revised policy.

12. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact our customer support team using the details below. We are here to help and will do our best to resolve your concern as efficiently as possible.

Our customer support team is available during regular business hours. We aim to respond to all refund inquiries within 1–2 business days. For urgent matters involving food safety or allergic reactions, please contact us immediately and seek appropriate medical attention if required.