Refund Policy

At East Coast Wings, we are committed to delivering a high-quality food experience to every customer. We understand that sometimes an order may not meet your expectations, and we want to make sure you are treated fairly. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to refund requests, cancellations, and order disputes.

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

1. Our Commitment to Customer Satisfaction

East Coast Wings takes pride in the quality of our food and the service we provide. If your experience does not meet our standards, we encourage you to contact us promptly so we can resolve the issue in a timely and fair manner. We strive to handle all refund and complaint inquiries with professionalism, transparency, and care.

All refund requests are evaluated on a case-by-case basis in accordance with the terms outlined in this policy and applicable United States consumer protection laws, including guidelines established by the Federal Trade Commission (FTC) under the FTC Act.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Your order was incorrect (you received items different from what you ordered).
• Your order was missing one or more items that were charged to you.
• The food was delivered in an unsatisfactory condition (e.g., spoiled, contaminated, or significantly different in quality from what was advertised).
• Your order was never delivered and delivery confirmation cannot be verified.
• A duplicate charge was applied to your payment method for the same order.
• A technical error on our website resulted in an unintended charge.

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

• The refund request must be submitted within the timeframe specified in Section 3 of this policy.
• You must provide sufficient evidence supporting your claim (e.g., photos, order confirmation number, description of the issue).
• The issue must not be the result of an error made by the customer (e.g., entering an incorrect delivery address or selecting the wrong item).

3. Timeframes for Refund Requests

Refund requests must be submitted within the timeframes listed below. Requests submitted outside of these windows may not be eligible for a refund.

We strongly recommend that you contact us as soon as possible after identifying an issue. Delays in reporting may affect our ability to verify your claim and process your refund.

4. Non-Refundable Items and Services

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

• Orders that have already been prepared and are in the process of delivery or available for pickup, unless there is a verifiable quality issue.
• Food items that have been partially consumed, unless there is a documented quality or safety concern.
• Customer errors, including but not limited to incorrect delivery addresses, wrong item selections, or allergies not communicated at the time of ordering.
• Dissatisfaction based on personal taste preference rather than a product or service defect.
• Promotional or discounted items unless they arrive incorrect, missing, or in poor condition.
• Delivery fees, where applicable, once the order has been dispatched.
• Service charges or platform fees, unless the order itself is eligible for a full refund due to our error.
• Gift cards or store credit that have already been redeemed.

5. How to Request a Refund

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

1. Gather your order information: Locate your order confirmation email or receipt. Note your order number, date of purchase, and the items in question.
2. Document the issue: If applicable, take clear photographs of the food items, packaging, or anything else that supports your claim. This will help us review your request more efficiently.
3. Contact our customer support team: Reach out to us using the contact information provided in Section 11 of this policy. You may contact us by email at [email protected].
4. Provide your details: Include your full name, contact information, order number, a description of the issue, and any supporting documentation such as photos or screenshots.
5. Wait for our response: Our team will review your request and respond within 2 to 3 business days. We may ask for additional information to complete our review.
6. Refund decision: Once a decision has been made, we will notify you by email. If your refund is approved, it will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds will depend on your original payment method. Please refer to the table below for estimated processing times:

Please note that these timelines reflect the time from when we initiate the refund on our end. Your financial institution may require additional time to post the credit to your account. East Coast Wings is not responsible for delays caused by your bank or payment provider.

7. Partial Refunds

In some cases, a partial refund may be issued rather than a full refund. Partial refunds may apply under the following conditions:

• Only a portion of your order was incorrect or missing.
• Part of your order was satisfactory but another part was not.
• A promotional discount or coupon was applied to the original order and affected the total amount paid.
• The issue reported only partially meets the eligibility criteria for a full refund as outlined in Section 2.

The amount of a partial refund will be calculated based on the value of the affected items, minus any applicable discounts, promotions, or non-refundable fees.

8. Exchange Policy

Due to the perishable nature of food products, East Coast Wings does not offer direct item exchanges in the traditional sense. However, if you received an incorrect item or a quality issue is verified, we will take one of the following corrective actions at our discretion:

• Resend the correct item at no additional charge, subject to operational availability and delivery feasibility.
• Issue a full or partial refund for the affected item(s).
• Provide store credit equivalent to the value of the affected item(s) for use on a future order.

We will work with you to determine the most suitable resolution based on the specific circumstances of your situation. All exchange or replacement requests are subject to the same timeframes and documentation requirements as standard refund requests.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy is designed to be as accommodating as possible while accounting for the real-time nature of food preparation.

9.1 Cancellations Before Order Preparation

If you need to cancel an order, you must do so within 5 minutes of placing the order. At this point, the order has likely not yet entered the preparation stage, and we can issue a full refund to your original payment method.

9.2 Cancellations During Order Preparation

Once your order has entered the preparation stage, cancellation is generally not possible. If your order is already being prepared, we are unable to stop the process, and a refund will not be issued unless there is a verifiable quality or service issue upon delivery or pickup.

9.3 Cancellations After Dispatch

Once an order has been dispatched for delivery, it cannot be cancelled. Refunds for undelivered orders in transit will be evaluated based on delivery confirmation and courier records.

9.4 How to Cancel

To request a cancellation, contact us immediately at [email protected] or visit our website at wings-eastcoast.click. Please include your order number and the reason for cancellation in your message.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate the matter through our formal dispute resolution process.

10.1 Internal Escalation

If our initial response does not resolve your concern, you may request that your case be escalated to a senior member of our customer service team. Please clearly state that you wish to escalate your dispute when contacting us, and provide all previous correspondence and supporting documentation.

10.2 Chargeback Rights

As a consumer in the United States, you have the right to initiate a chargeback through your credit card issuer or bank if you believe a charge was unauthorized or fraudulent. However, we encourage you to contact us first so that we may resolve the issue directly before a chargeback is initiated. Chargebacks initiated without prior communication may be contested by East Coast Wings.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov
• Your state's Attorney General office or local consumer protection agency.

10.4 Informal Mediation

Prior to pursuing any formal legal action, both parties agree to attempt resolution through good-faith negotiation. If informal resolution fails, disputes may be resolved through mediation or arbitration in accordance with applicable United States law.

11. Contact Information for Refund Requests

For all refund requests, cancellations, and order-related concerns, please contact our customer support team using the details below:

Our customer support team is available to respond to inquiries during regular business hours. We aim to acknowledge all refund-related emails within 1 business day and provide a full response within 2 to 3 business days.

12. Policy Amendments

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 wings-eastcoast.click. We encourage customers to review this policy periodically to stay informed of any updates. Continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the United States, including applicable federal consumer protection regulations enforced by the Federal Trade Commission (FTC). Any disputes arising under this policy shall be subject to the jurisdiction of the appropriate courts or arbitration venues within the United States.