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 situations may arise where a refund or replacement is necessary, and we have established this Refund Policy to ensure a fair, transparent, and straightforward process for all our valued customers. Please read this policy carefully before placing your order.

1. Overview

This Refund Policy applies to all orders placed through our website at eastcoast-wings.rest, by phone, through third-party delivery platforms, or in person at any East Coast Wings location. By placing an order with us, you agree to the terms and conditions outlined in this policy. We reserve the right to update this policy at any time, and any changes will be reflected on this page with a revised effective date.

Because we handle perishable food products, our refund policy is carefully designed to balance customer satisfaction with the inherent limitations of food service operations. We encourage all customers to review their orders carefully at the time of receipt and to contact us promptly if there are any concerns.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that differ from what you ordered (wrong flavor, wrong quantity, wrong item).
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food received was undercooked, spoiled, contaminated, or otherwise not meeting reasonable food safety and quality standards.
• Allergic Reaction or Incorrect Ingredient: An item contained an ingredient you specifically requested to be excluded due to dietary restrictions or allergies, and this was clearly communicated at the time of ordering.
• Order Not Delivered: Your delivery order was never received despite confirmation of placement and payment.
• Duplicate Charge: You were charged more than once for the same order due to a technical or payment processing error.
• Significantly Late Delivery: Your order arrived more than 60 minutes beyond the estimated delivery time, resulting in food that is no longer consumable.

Refund eligibility is determined on a case-by-case basis. East Coast Wings reserves the right to request supporting evidence such as photographs, order confirmation numbers, or a description of the issue before processing any refund.

3. Non-Refundable Items and Situations

The following situations are generally not eligible for a refund:

• Change of mind after an order has been prepared or dispatched.
• Dissatisfaction with spice levels, sauces, or flavor profiles when the correct items were delivered as described on our menu.
• Orders that have been partially or fully consumed before a complaint is made (except in cases of food safety concerns).
• Delays caused by third-party delivery services or circumstances beyond our control, including traffic, severe weather, or natural disasters.
• Orders placed through third-party platforms (such as DoorDash, Uber Eats, or Grubhub) are subject to the refund policies of those respective platforms. East Coast Wings cannot issue direct refunds for orders placed through these services.
• Promotional, discounted, or complimentary items unless there is a clear food quality or safety concern.
• Gift cards or promotional credits once they have been applied to an order.
• Requests made more than 24 hours after the order was received.

4. Timeframes for Refund Requests

Due to the perishable nature of food products, refund requests must be submitted within the following timeframes:

We strongly encourage customers to inspect their orders immediately upon receipt. Requests submitted outside of these timeframes may not be honored, as we are unable to verify the condition of perishable food items after significant time has passed.

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

To submit a refund request with East Coast Wings, please follow these steps:

1. Step 1 – Gather Your Information: Before contacting us, have your order confirmation number, the date and time of your order, the items in question, your payment method, and any photographic evidence of the issue ready.
2. Step 2 – Contact Us: Reach our customer support team via email at [email protected] or visit our website at eastcoast-wings.rest. You may also call us directly at the phone number listed on your order confirmation or our website.
3. Step 3 – Describe the Issue: Provide a clear and detailed description of the problem. Include your order number, the specific items affected, and the nature of the issue. Attach any photographs or supporting documentation if available.
4. Step 4 – Await Our Review: Our customer service team will review your request within 1–3 business days. We may reach out to ask for additional information or clarification.
5. Step 5 – Receive Our Decision: Once your request has been reviewed, we will notify you of our decision via the contact information provided. If your refund is approved, we will proceed with processing it according to the payment method used.
6. Step 6 – Refund Issuance: Approved refunds will be processed within the timeframe specified in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, please allow the following processing times depending on your original payment method:

Please note that while East Coast Wings processes refunds promptly upon approval, the actual appearance of funds in your account depends on your financial institution's policies, which are outside of our control. If you have not received your refund within the stated timeframe, we recommend contacting your bank or card issuer before reaching out to us.

7. Partial Refunds

In certain circumstances, East Coast Wings may issue a partial refund rather than a full refund. Situations where a partial refund may be appropriate include:

• Only a portion of the items in an order were affected by an issue (e.g., one item was incorrect but the rest of the order was correct).
• The food item was partially consumed before the issue was identified, but a legitimate quality concern still exists.
• A delivery was significantly late but the food was still in a consumable condition.
• A promotional discount was applied to the order, in which case the refund will reflect the actual amount paid for the affected item.

The decision to issue a full or partial refund rests with our customer service team and will be based on the specific circumstances of each case. We are committed to being fair and reasonable in all refund determinations.

8. Exchange Policy

In many cases, East Coast Wings prefers to resolve food quality or order accuracy issues by offering a replacement rather than a monetary refund. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prepare and deliver or make available for pickup the correct item as quickly as possible, subject to availability and operational capacity.
• Missing Items: Missing items may be delivered separately or offered as store credit toward a future order.
• Quality Issues: If a food item does not meet our quality standards, we will replace it with a freshly prepared item of the same type, or offer a refund if replacement is not possible.

Exchanges are subject to the same timeframe limitations as refund requests. We cannot exchange items that have been fully consumed or for which a significant amount of time has passed since the order was received. Exchanges are not available for items purchased through third-party delivery platforms; please contact the respective platform for assistance in those cases.

9. Cancellation Policy

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

9.1 Online and Phone Orders

• Before Preparation Begins: Orders cancelled before our kitchen begins preparation will receive a full refund. This window is typically within 5 minutes of order placement, depending on operational demand.
• After Preparation Has Begun: Once our kitchen has started preparing your order, cancellations are generally not accepted, and refunds will not be issued unless there is a verified error on our part.
• Catering and Large Orders: Catering orders or orders for groups of 10 or more require at least 24 hours' notice for cancellation to receive a full refund. Cancellations made less than 24 hours in advance may be subject to a cancellation fee of up to 50% of the total order value.

9.2 In-Store Orders

In-store orders that have already been placed with our staff and sent to the kitchen cannot be cancelled. Please ensure you are satisfied with your order before confirming it at the counter.

9.3 Pre-Orders and Scheduled Orders

Pre-orders or scheduled future orders may be cancelled up to 2 hours before the scheduled preparation time for a full refund. Cancellations made within 2 hours of the scheduled time may not be eligible for a refund.

10. Dispute Resolution Process

East Coast Wings is committed to resolving all customer concerns in a fair and timely manner. If you are not satisfied with the outcome of your refund request, you may escalate your concern through the following process:

1. Internal Escalation: Request that your case be reviewed by a senior customer service representative or store manager. You can do so by emailing [email protected] with the subject line "Refund Dispute – [Your Order Number]."
2. Written Complaint: Submit a formal written complaint via email, including all relevant details of your order, the issue experienced, and the resolution you are seeking. We will respond within 5 business days.
3. Chargeback Rights: Under applicable United States federal and state consumer protection laws, including the Fair Credit Billing Act (FCBA) and regulations enforced by the Federal Trade Commission (FTC), you have the right to dispute a charge with your credit card issuer or bank if you believe you have been billed incorrectly or have not received what you paid for. We encourage you to attempt to resolve the issue directly with us before initiating a chargeback.
4. State Consumer Protection: If you are a resident of a state with specific consumer protection laws, you may also contact your state's Attorney General's office or consumer affairs department for additional guidance and assistance.
5. Better Business Bureau (BBB): You may file a complaint with the Better Business Bureau if you believe your concern has not been adequately addressed. We are committed to resolving all BBB complaints in a timely manner.

11. Consumer Rights Under U.S. Law

As a food service business operating in the United States, East Coast Wings complies with all applicable federal and state consumer protection regulations, including but not limited to:

• The Federal Trade Commission Act (FTC Act), which prohibits unfair or deceptive business practices.
• The Fair Credit Billing Act (FCBA), which provides consumers with rights in the event of billing errors.
• Applicable state food safety and consumer protection laws in the states in which we operate.
• The California Consumer Privacy Act (CCPA/CPRA), to the extent it applies to California residents in connection with any personal data collected during the refund process.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable law. If any provision of this policy conflicts with applicable law, the requirements of the law will apply.

12. Contact Information for Refund Requests

To submit a refund request, report a food quality issue, or for any questions related to this policy, please contact us using the information below:

Our customer service team is available to assist you during regular business hours. We aim to respond to all email inquiries within 1–2 business days. For urgent matters related to food safety or health concerns, please contact us immediately and also reach out to your local health authority if necessary.

13. Policy Updates

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