Refund Policy

Effective Date: June 24, 2026 | Last Updated: June 24, 2026

1. Introduction

At East Coast Wings, we are committed to delivering a satisfying dining experience with every order. We take pride in the quality of our food and customer service. However, we understand that issues can arise, and we want to ensure that every customer is treated fairly and transparently when a concern related to their order occurs.

This Refund Policy outlines the circumstances under which refunds, partial refunds, exchanges, and cancellations may be granted, as well as the procedures you must follow to initiate a request. This policy is governed by applicable consumer protection laws in the United States, including relevant Federal Trade Commission (FTC) guidelines and state-specific consumer protection regulations.

If you have any questions about this policy, please do not hesitate to contact us at [email protected] before placing your order.

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. East Coast Wings evaluates each refund request individually based on the nature of the complaint and the evidence provided. You may be eligible for a refund under the following conditions:

• Incorrect Order: You received items that were different from what you ordered (e.g., wrong flavor, wrong quantity, or missing items).
• Food Quality Issues: The food delivered was spoiled, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Allergic Reactions Due to Mislabeling: You experienced an allergic reaction due to an undisclosed or mislabeled ingredient that was not indicated on the menu or product description.
• Significant Delivery Delay: Your order was delayed by more than 60 minutes beyond the estimated delivery time provided at checkout, and the food arrived in an unsatisfactory condition as a direct result of the delay.
• Order Not Received: Your order was never delivered, and there is no confirmation of delivery on your account or from our delivery records.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

Refund eligibility is determined at the sole discretion of East Coast Wings management after reviewing the submitted claim and any supporting evidence such as photographs, order receipts, and delivery confirmations.

3. Timeframes for Refund Requests

It is critical that you submit your refund request within the timeframes outlined below. Requests submitted outside these windows may not be honored.

We strongly recommend contacting us as soon as possible after discovering an issue. Delayed reporting may limit our ability to verify claims and process refunds appropriately.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for a refund under this policy. Please review the following list carefully:

• Change of Mind: Refunds will not be issued simply because you changed your mind after placing an order or after the food has been prepared.
• Consumed Orders: If more than 50% of the order has been consumed, a refund will generally not be issued unless there is documented evidence of a significant quality or safety issue.
• Customization Errors by the Customer: If you made an error when customizing your order (e.g., selected the wrong sauce flavor or wrong side dish), we are not responsible for refunding that order.
• Promotional and Discounted Items: Items purchased during limited-time promotions, through discount codes, or as part of bundled deals may not be eligible for a full refund. Partial refunds may be considered at management's discretion.
• Delivery Fees: Delivery fees are non-refundable unless the order was never delivered through no fault of the customer.
• Tips and Gratuities: Service tips and gratuities added at checkout are non-refundable.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to the refund policies of those respective platforms. East Coast Wings cannot process refunds for orders placed outside of our direct website at ecwingsnow.click.
• Late Requests: Any refund request submitted after the applicable timeframe listed in Section 3 above will not be eligible for processing.

5. How to Request a Refund — Step-by-Step Process

To initiate a refund request, please follow the steps outlined below. Incomplete submissions may result in delays or denial of your claim.

1. Step 1 — Contact Us Promptly:
   Reach out to our customer support team as soon as possible within the applicable timeframe. You can contact us via email at [email protected] or visit our website at ecwingsnow.click.
2. Step 2 — Provide Your Order Information:
   Include your full name, order confirmation number, date and time of the order, and the email address associated with your account or transaction.
3. Step 3 — Describe the Issue:
   Provide a clear and detailed description of the problem you experienced. The more specific your description, the faster we can assess and process your request.
4. Step 4 — Submit Supporting Evidence:
   Attach any relevant supporting materials, including photographs or videos of the food, screenshots of your order confirmation, or documentation of duplicate charges. Evidence significantly strengthens your claim.
5. Step 5 — Await Review:
   Our customer support team will review your request and respond within 2–3 business days. We may follow up with additional questions to verify your claim.
6. Step 6 — Refund Decision:
   Once we have completed our review, we will notify you of our decision via email. If approved, your refund will be processed according to the timelines described in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds to appear in your account will depend on your payment method. Please review the estimated processing times below:

Please be aware that while we initiate refunds promptly upon approval, we do not control the processing times of individual financial institutions or payment processors. If your refund does not appear within the estimated timeframe, we encourage you to first contact your bank or card issuer before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be offered rather than a full refund. Partial refunds may apply in the following circumstances:

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the remainder of the order was acceptable.
• The customer consumed a significant portion of the order before reporting the issue.
• The complaint involves minor quality concerns that do not justify a full refund (e.g., food was slightly cold but not inedible).
• The order was discounted or part of a promotional bundle, and only select items are being disputed.

The amount of a partial refund will be calculated based on the value of the disputed items relative to the total order cost. East Coast Wings reserves the right to determine the appropriate refund amount at its discretion, based on the documented nature and extent of the issue.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not offered. However, in circumstances where an incorrect item was delivered and a replacement can be reasonably prepared and delivered within an acceptable timeframe, East Coast Wings may offer a complimentary replacement order at no additional charge as an alternative to a monetary refund.

Replacement offers are subject to the following conditions:

• The replacement request must be made within 2 hours of receiving the original order.
• The replacement is subject to restaurant operating hours and kitchen availability.
• We reserve the right to offer a store credit or partial monetary refund instead of a physical replacement if operational constraints prevent timely preparation and delivery.

9. Cancellation Policy

We understand that circumstances can change. However, because food preparation begins shortly after your order is received, our cancellation window is very limited.

9.1 Orders Placed Online

• Within 5 minutes of order placement: You may cancel your order for a full refund by contacting us immediately at [email protected]. Cancellations must be confirmed by a member of our team to be valid.
• After 5 minutes of order placement: Once your order has entered the preparation stage, cancellations are no longer accepted, and no refund will be issued.

9.2 Scheduled and Pre-Orders

If you placed a scheduled or pre-order for a future date, you may cancel up to 24 hours before the scheduled pickup or delivery time for a full refund. Cancellations made less than 24 hours before the scheduled time may be subject to a cancellation fee of up to 50% of the order total, or may not be eligible for a refund, depending on how far along preparation has progressed.

9.3 Catering and Large Group Orders

For catering or large group orders (orders exceeding $150 in value), the following cancellation terms apply:

• More than 72 hours in advance: Full refund.
• 48–72 hours in advance: 50% refund.
• Less than 48 hours in advance: No refund will be issued, as ingredients and preparation will have already commenced.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, East Coast Wings provides a structured dispute resolution process to ensure that all customer concerns are addressed fairly and professionally.

10.1 Internal Escalation

If your initial refund request is denied or you believe the resolution offered is inadequate, you may escalate your dispute by submitting a written escalation request to [email protected] with the subject line: "Refund Dispute Escalation — [Your Order Number]". Senior management will review your case within 5 business days and provide a final internal decision.

10.2 Chargeback Rights

You retain the right to dispute a charge with your bank or credit card issuer under applicable consumer protection regulations, including those enforced by the Federal Trade Commission (FTC). However, we ask that you allow our internal dispute resolution process to conclude before initiating a chargeback, as we are committed to resolving all valid complaints directly and promptly.

10.3 Consumer Protection Agencies

If you believe your consumer rights have been violated and our internal process has not provided an adequate resolution, you have the right to file a complaint with relevant consumer protection authorities, including:

• The Federal Trade Commission (FTC) at reportfraud.ftc.gov
• Your state's Attorney General office or consumer protection division
• The Better Business Bureau (BBB) at www.bbb.org

11. Policy Updates

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

12. Contact Information for Refund Requests

For all refund-related inquiries, please use the contact details below. Our customer support team is available to assist you and will respond as promptly as possible during business hours.