Refund Policy

Last Updated: May 22, 2026

1. Introduction

At East Coast Wings, customer satisfaction is at the heart of everything we do. We take pride in delivering high-quality food and a memorable dining experience with every order. However, we understand that issues can occasionally arise, and we are committed to addressing your concerns in a fair, timely, and transparent manner.

This Refund Policy applies to all food orders placed through our website, eastcoastwings-eat.click, including delivery orders, pickup orders, and any catering arrangements made through our online platform. This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, as well as any relevant state-level consumer protection regulations.

Our goal is to make the refund process as straightforward as possible. Please review the following sections carefully to understand your rights and our responsibilities.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that are different from what you ordered as confirmed in your order summary or receipt.
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergen Concerns: You received food containing an allergen that was clearly indicated as excluded in your order, and this resulted in a verifiable health concern.
• Order Not Delivered: Your delivery order was never received, and our delivery records confirm non-delivery within the estimated delivery window.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error on our platform.
• Significant Delay: Your order arrived significantly later than the estimated delivery time (more than 60 minutes past the estimated time), resulting in the food being unsatisfactory.

Refund requests that do not meet one or more of the above criteria may be reviewed on a case-by-case basis at the sole discretion of East Coast Wings management. We reserve the right to deny refund requests that do not fall within these eligibility categories.

3. Timeframes for Refund Requests

To ensure that refund requests can be properly investigated and verified, we require that all requests be submitted within the following timeframes:

Requests submitted outside of these timeframes will generally not be eligible for a refund. We strongly encourage customers to inspect their orders promptly upon receipt and contact us immediately if any issues are identified.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds under any conditions. Please review the following non-refundable categories carefully:

• Change of Mind: We do not offer refunds for orders where you simply changed your mind after the order was placed and preparation began.
• Consumed Orders: Food items that have been substantially consumed (more than 50% eaten) are not eligible for a full refund unless there is a documented health concern.
• Customized Orders: Specially customized items made according to specific customer instructions (e.g., unique sauce blends, custom portion sizes) are non-refundable once prepared.
• Delivery Fees: Delivery service fees are non-refundable in cases where the delivery was successfully completed, except in cases of verified non-delivery.
• Service Fees and Tips: Any platform service fees or gratuities added at checkout are non-refundable.
• Promotional or Discounted Items: Items purchased using promotional discounts, coupon codes, or special offers may only be refunded for store credit and not as cash or original payment method refunds, unless required by applicable law.
• Late Cancellations for Catering: Catering orders cancelled less than 24 hours before the scheduled event or delivery are non-refundable due to food preparation and resource allocation already completed.

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

If you believe your order qualifies for a refund, please follow the steps below to submit your request:

1. Gather Your Order Information: Locate your order confirmation email or receipt. Have your order number, date and time of order, and payment details ready.
2. Document the Issue: Take clear photographs of the food item(s) in question if applicable. Photos help us assess the issue more quickly and accurately.
3. Contact Us: Reach out to our customer support team via email at [email protected]. Alternatively, you may use the contact form available on our website at eastcoastwings-eat.click.
4. Submit Your Request: In your message, include the following information:
   • Your full name
   • Order number and date of purchase
   • A detailed description of the issue
   • Photographs or supporting evidence (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
5. Await Confirmation: Our team will send you an acknowledgment of your request within 1 business day.
6. Review and Decision: Our customer service team will review your request and may follow up with additional questions. A decision will be communicated to you within 3 to 5 business days.
7. Refund Issuance: If your refund is approved, it will be processed according to the timeframes described in Section 6 below.

6. 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 for estimated processing times:

Please note that while we process refunds promptly on our end, actual posting of the refund to your account may depend on your financial institution or payment provider. East Coast Wings is not responsible for delays caused by third-party banks or payment processors.

7. Partial Refunds

In certain situations, a partial refund may be granted rather than a full refund. Partial refunds may apply under the following conditions:

• Partial Missing Items: If only a portion of your order was missing, a refund will be issued for the value of the missing items only.
• Partial Consumption: If you partially consumed your order before identifying a quality issue, a partial refund reflecting the unconsumed portion may be offered.
• Minor Quality Issues: For issues that affected the enjoyment of the meal but did not render it entirely unfit for consumption, a partial refund or discount on a future order may be offered at our discretion.
• Late Deliveries: In cases of significantly delayed deliveries, a partial refund of the delivery fee or a discount code for a future order may be issued.

The amount of a partial refund will be determined by our customer service team based on the specific circumstances of each case. We are committed to reaching a fair resolution for all parties involved.

8. Exchange Policy

Due to the perishable nature of food products, traditional item-for-item exchanges are generally not possible. However, East Coast Wings offers the following alternatives in lieu of a direct exchange:

• Order Replacement: If you received an incorrect item, we may offer to prepare and send a replacement order at no additional cost, subject to availability and delivery coverage.
• Store Credit: In cases where a replacement is not feasible, we may issue store credit equivalent to the value of the affected item(s) for use on a future order.
• Discount Voucher: As a gesture of goodwill for minor inconveniences, we may issue a discount code applicable to your next order.

All replacement requests must be submitted within the same timeframes outlined in Section 3 of this policy. Replacements are subject to item availability and geographic delivery limitations.

9. Cancellation Policy

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

9.1 Standard Orders (Delivery and Pickup)

For standard food delivery and pickup orders placed through our website:

• Cancellation within 5 minutes of order placement: Full refund issued, provided food preparation has not yet begun.
• Cancellation after 5 minutes: Once food preparation has begun, cancellations are generally not accepted. At our discretion, a store credit may be offered.
• Cancellation after dispatch for delivery: Once your order has been dispatched for delivery, it cannot be cancelled. Please contact us to discuss your options.

9.2 Catering and Large Group Orders

For catering orders or large group orders:

• More than 72 hours before the event: Full refund issued.
• 48 to 72 hours before the event: 50% refund issued; the remaining 50% may be converted to store credit.
• Less than 48 hours before the event: No refund issued. Store credit may be available at management's discretion.
• Less than 24 hours before the event: No refund and no store credit will be issued due to the full commitment of resources and staffing.

To cancel an order, please contact us immediately at [email protected] with your order number and reason for cancellation.

10. Dispute Resolution Process

East Coast Wings is committed to resolving all customer concerns amicably and efficiently. If you are unsatisfied with the outcome of a refund request, the following dispute resolution process applies:

1. Step 1 – Internal Escalation: Contact our customer service team again and request that your case be escalated to a senior team member or manager. Provide your original case or ticket number for reference. Email us at [email protected] with the subject line "Refund Dispute – [Your Order Number]."
2. Step 2 – Management Review: A member of East Coast Wings management will review your case within 5 to 7 business days and provide a final internal decision.
3. Step 3 – Chargeback Rights: If you paid by credit card and remain unsatisfied with our resolution, you retain the right to contact your credit card issuer to initiate a chargeback dispute in accordance with applicable cardholder agreements and the FTC Act's provisions on consumer protection.
4. Step 4 – Consumer Protection Agencies: You may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with your state's consumer protection office if you believe our practices are unfair or deceptive.
5. Step 5 – Informal Mediation: For unresolved disputes of significant value, both parties agree to attempt informal mediation before pursuing formal legal action. Mediation may be conducted through a mutually agreed-upon neutral mediator in the applicable jurisdiction.

11. FTC Compliance and Consumer Rights

East Coast Wings operates in full compliance with the Federal Trade Commission Act and applicable state consumer protection laws throughout the United States. We do not engage in deceptive or unfair business practices, and our refund policies are designed to be transparent and fair to all customers.

Nothing in this Refund Policy is intended to limit, restrict, or waive any rights you may have under applicable federal or state law. Your statutory rights as a consumer are not affected by this policy.

12. Policy Updates

East Coast Wings reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised "Last Updated" date. We encourage customers to review this policy periodically. Continued use of our website and services after any changes are posted constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

If you need to submit a refund request, have questions about this policy, or need assistance with an existing claim, please contact us using the information below:

We aim to respond to all refund-related inquiries within 1 business day. For the fastest resolution, please include your order number, a description of the issue, and any supporting photographs when contacting us.

Thank you for choosing East Coast Wings. We value your business and are committed to ensuring every experience with us is a positive one.