Refund Policy

At East Coast Wings, we are committed to delivering a satisfying dining experience with every order. We understand that situations may arise where a refund or order adjustment is necessary. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are handled. Please read this policy carefully before placing your order.

By placing an order through our website eastcoastwings-food.click or any affiliated platform, you agree to the terms outlined in this Refund Policy. This policy complies with applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

1. Eligibility Conditions for Refunds

East Coast Wings will consider refund requests under the following circumstances. A refund may be issued when:

• You received an incorrect item that does not match your confirmed order.
• Your order arrived in a condition that is clearly unsafe, spoiled, or otherwise unfit for consumption.
• A significant portion of your order was missing from delivery or pickup.
• Your order was never delivered within a reasonable time frame and was confirmed lost.
• A technical error on our website or payment system resulted in a duplicate charge or incorrect billing.
• Your order was canceled by East Coast Wings due to unavailability of items, kitchen closure, or other operational reasons on our end.

To be eligible for a refund, the following conditions must also be met:

• The refund request must be submitted within the applicable timeframe as described in Section 2 below.
• Supporting documentation (photos, receipts, or order confirmation numbers) must be provided where applicable.
• The item or order in question must not fall under the non-refundable categories outlined in Section 3.

2. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. The following timeframes apply to refund requests:

Requests submitted after these deadlines may not be accepted. We strongly encourage customers to inspect their orders upon receipt and contact us immediately if any issue is identified.

3. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include but are not limited to:

• Consumed food items: If a significant portion of the food has been eaten before the complaint is raised, a refund will not be issued.
• Customized or special orders: Items prepared according to special customer requests (e.g., specific sauces, allergen modifications) are non-refundable unless they are prepared incorrectly.
• Delivery fees: Delivery charges are non-refundable once an order has been dispatched, except in cases where East Coast Wings is at fault for non-delivery.
• Promotional or discounted items: Items purchased as part of limited-time promotions, combo deals, or using discount codes are non-refundable unless they are defective or incorrect.
• Gift cards and vouchers: Purchased gift cards and promotional vouchers are non-refundable and non-transferable.
• Change of mind: Refunds are not issued where the customer simply changes their mind after the order has been confirmed and preparation has begun.
• Condiments and extras: Sauces, dips, and add-on extras are non-refundable once the order has been delivered or picked up.

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

To submit a refund request, please follow the steps below:

1. Gather your information: Have your order confirmation number, the date and time of the order, and your contact information ready. If applicable, take clear photos of the item(s) in question.
2. Contact us directly: Reach out to our customer support team via email at [email protected] or visit our website at eastcoastwings-food.click. Include your order number and a detailed description of the issue.
3. Submit supporting documentation: Attach any photos, screenshots, or receipts that support your claim. This will help us investigate and resolve your request more efficiently.
4. Await confirmation: Our customer support team will acknowledge your request within 1–2 business days and may reach out for additional information if needed.
5. Review our decision: After reviewing your request, we will notify you of our decision via email. If your refund is approved, we will proceed with the applicable refund method.
6. Receive your refund: Approved refunds will be processed according to the timeframes listed in Section 5 below.

5. 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 refer to the table below:

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. If you have not received your refund within the stated timeframe, please contact your bank or payment provider first, then reach out to us if the issue persists.

6. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds are applicable in the following situations:

• Only a portion of the items in your order were incorrect, missing, or unsatisfactory, while the remainder of the order was received in good condition.
• The order was partially consumed before a quality issue was identified.
• A discount or promotional credit was already applied to the original order, affecting the refundable amount.
• The refund request was submitted after the ideal reporting window but still within an acceptable period, at the discretion of East Coast Wings management.

The amount of a partial refund will be determined on a case-by-case basis by our customer support team. We aim to be fair and transparent in all partial refund decisions.

7. Exchange Policy

Due to the perishable nature of food products, direct exchanges are generally not available for delivered or picked-up orders. However, East Coast Wings may offer a replacement in the following limited circumstances:

• An incorrect item was delivered and the correct item is available for immediate preparation.
• A food safety issue is confirmed and a replacement can be delivered or made available for pickup within a reasonable time.

If an exchange or replacement is offered, it is subject to menu availability at the time of the request. Replacements will be offered at no additional charge when East Coast Wings is at fault. If the customer prefers a refund over a replacement, they may request one in accordance with this policy.

For in-store orders, our staff may offer an immediate replacement if an issue is raised before leaving the premises. Customers are encouraged to check their orders before departing from our location.

8. Cancellation Policy

Order cancellations are subject to the following conditions:

8.1 Customer-Initiated Cancellations

• Before preparation begins: If you cancel your order before our kitchen has begun preparing it, you are entitled to a full refund.
• After preparation has begun: Once our kitchen has started preparing your order, cancellations are generally not accepted, and no refund will be issued. This is because food preparation involves the immediate use of perishable ingredients.
• After dispatch (delivery orders): Orders that have already been dispatched for delivery cannot be canceled.

8.2 East Coast Wings-Initiated Cancellations

• If East Coast Wings must cancel your order due to ingredient unavailability, operational issues, or unforeseen circumstances, you will receive a full refund automatically within 3–5 business days.
• You will be notified via email or phone as soon as possible in the event of such a cancellation.

9. Dispute Resolution Process

We hope to resolve all refund concerns amicably and efficiently. If you are not satisfied with the outcome of your refund request, the following dispute resolution process applies:

Step 1: Internal Review

Contact our customer support team at [email protected] and request an internal review of your case. Please provide all relevant documentation and clearly state the reason you are disputing the initial decision. Our management team will review your case and respond within 5 business days.

Step 2: Escalation

If the internal review does not resolve the matter to your satisfaction, you may request escalation to senior management. Senior management will conduct a thorough review and aim to provide a final resolution within 10 business days.

Step 3: Chargeback (Payment Provider Dispute)

If you believe a charge is unauthorized or fraudulent, you have the right to file a dispute directly with your bank or credit card provider. Under the Fair Credit Billing Act (FCBA), consumers have the right to dispute billing errors on their credit card statements. We encourage customers to contact us before initiating a chargeback, as most issues can be resolved directly and more quickly through our support team.

Step 4: Consumer Protection Agencies

If you feel your rights as a consumer have been violated, you may contact the Federal Trade Commission (FTC) at ftc.gov or your state's consumer protection office for guidance and assistance.

East Coast Wings is committed to good-faith resolution of all disputes and will cooperate fully with any legitimate inquiry from regulatory agencies.

10. Fraud Prevention

East Coast Wings reserves the right to deny refund requests that appear to be fraudulent or abusive. Patterns of repeated refund requests without valid cause, misrepresentation of facts, or submission of falsified documentation may result in:

• Denial of future refund requests.
• Suspension or termination of your account (if applicable).
• Reporting to relevant authorities where fraudulent activity is suspected.

We take the integrity of our refund process seriously to ensure fairness for all of our customers.

11. Changes to This Policy

East Coast Wings reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be reflected on this page with an updated effective date. It is your responsibility to review this policy periodically. Continued use of our website or services after any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or concerns, please reach out to us through the following channels:

Our customer support team is available during regular business hours. We aim to respond to all inquiries within 1–2 business days. For the fastest resolution, please include your order number, the nature of your concern, and any supporting documentation when reaching out.