Refund Policy

Last Updated: May 27, 2026

1. Introduction

At East Coast Wings, we are committed to delivering high-quality food and an exceptional dining experience to every customer. We understand that situations may arise where a refund or exchange is necessary, and we want to make this process as straightforward and transparent as possible.

This Refund Policy applies to all orders placed through our website at wings-eastcoast.rest, over the phone, or in person at our location. This policy is governed by applicable United States federal and state consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state regulations.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Your order was incorrect due to an error on our part (wrong items, missing items, or incorrect preparation).
• The food received was of unsatisfactory quality, including being undercooked, overcooked, or otherwise not meeting reasonable standards of food safety and quality.
• Your order was never delivered despite confirmed placement and payment.
• You received a duplicate charge for the same order.
• The order arrived significantly late beyond the estimated delivery time and you no longer wished to receive it (subject to review).
• A verifiable allergic reaction occurred due to undisclosed ingredients, subject to documentation and investigation.

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

• The refund request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• You must provide adequate proof of purchase, such as an order confirmation number, receipt, or transaction ID.
• The issue must not be the result of customer error (e.g., incorrect address provided, incorrect item selected).

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern effectively. Please adhere to the following timeframes:

Requests submitted outside of these windows may not be eligible for a refund but will still be reviewed on a case-by-case basis at the discretion of East Coast Wings management.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders where the customer provided an incorrect delivery address and the food was delivered to that address.
• Items that were consumed in full or in substantial part before a complaint was filed.
• Promotional or discounted items purchased under a "final sale" or "no refund" designation.
• Gift cards or store credit once issued and/or redeemed.
• Delivery fees (in most cases, unless the delivery was entirely not made).
• Custom catering orders canceled less than 48 hours before the scheduled event.
• Orders affected by circumstances beyond our control, such as natural disasters, extreme weather, or other force majeure events.
• Dissatisfaction based purely on personal taste preferences when the order was prepared correctly as specified.

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

If you believe you are eligible for a refund, please follow these steps to initiate the process:

1. Step 1 – Contact Us Promptly: Reach out to our customer support team as soon as the issue arises. You can contact us via:
   • Email: [email protected]
   • Website: wings-eastcoast.rest
2. Step 2 – Provide Your Order Information: Have the following details ready when you contact us:
   • Your full name and contact information
   • Order confirmation number or receipt
   • Date and time of the order
   • Description of the issue
3. Step 3 – Submit Supporting Evidence: If applicable, provide photographs of the food, screenshots of incorrect charges, or any other documentation that supports your claim. This will help us resolve your request more quickly.
4. Step 4 – Await Review: Our customer service team will review your request within 1–3 business days. We may reach out to you for additional information during this period.
5. Step 5 – Receive a Decision: Once the review is complete, we will notify you of the outcome via email or phone. If your refund is approved, we will initiate the process as 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 note that while we initiate the refund on our end promptly upon approval, we cannot control the processing speeds of banks or third-party payment processors. If you have not received your refund after the estimated period, please contact your bank or payment provider before reaching out to us.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds may apply when:

• Only a portion of your order was incorrect, missing, or unsatisfactory, and the rest of the order was delivered correctly.
• You received your order late but still accepted and consumed the food.
• The quality concern affects only part of the order (e.g., one item out of a multi-item order).
• A discount or promotional price was applied that affects the refundable amount.
• The issue reported cannot be fully verified but warrants a goodwill adjustment.

The amount of a partial refund will be determined at the discretion of East Coast Wings management, based on the nature and severity of the issue reported.

8. Exchange Policy

In cases where a refund may not be the most practical solution, East Coast Wings may offer an exchange or replacement as an alternative. This may include:

• Replacement Order: If an incorrect item was delivered, we may offer to remake and redeliver or make available for pickup the correct item, subject to operational availability.
• Item Substitution: If a specific menu item is unavailable or was incorrectly prepared, we may offer a substitute item of equal or greater value.
• Store Credit: As an alternative to a cash refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.

Exchanges and replacements are subject to the same eligibility conditions and timeframes as outlined in this policy. We reserve the right to determine the most appropriate resolution on a case-by-case basis.

9. Cancellation Policy

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

9.1 Standard Orders

• Orders may be canceled for a full refund within 5 minutes of placement, provided the kitchen has not yet begun preparation.
• Once food preparation has begun, cancellations may not be accepted or may only be eligible for a partial refund or store credit.
• Orders that have already been dispatched for delivery cannot be canceled.

9.2 Pre-Orders and Catering Orders

• Pre-orders and catering orders canceled more than 48 hours before the scheduled fulfillment time are eligible for a full refund.
• Cancellations made between 24 and 48 hours before fulfillment may be eligible for a 50% refund or full store credit.
• Cancellations made less than 24 hours before fulfillment are generally not eligible for a refund due to the perishable nature of food products and preparation costs already incurred.
• In the event of an emergency or extraordinary circumstance, please contact us directly at [email protected] and we will do our best to accommodate your situation.

9.3 Cancellations Due to Our Errors

If East Coast Wings must cancel your order due to ingredient unavailability, operational issues, or any other reason on our part, you will receive a full refund of the amount paid within the standard processing time for your payment method, along with notification of the cancellation.

10. Dispute Resolution Process

We sincerely hope that all refund and service concerns can be resolved amicably through our standard customer service process. However, if you feel that your concern has not been adequately addressed, the following dispute resolution options are available:

10.1 Internal Escalation

If your initial refund request was denied or you are unsatisfied with the outcome, you may request an escalation to a senior member of our management team. Please contact us at [email protected] with the subject line "Refund Dispute Escalation" and include your original case or order number.

10.2 Chargeback Process

Under the Fair Credit Billing Act (FCBA) and applicable card network rules, you have the right to dispute a charge with your credit or debit card issuer if you believe it was unauthorized or if the goods or services were not delivered as promised. We encourage you to contact us first, as chargebacks can create delays. However, you are within your rights to initiate this process with your bank or card issuer.

10.3 Federal and State Consumer Protection

Consumers in the United States have rights under the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts or practices in commerce. If you believe our practices violate these protections, you may file a complaint with the FTC at www.ftc.gov or with your state's consumer protection office.

10.4 Third-Party Mediation

For unresolved disputes, both parties may agree to seek resolution through a neutral third-party mediator before pursuing any formal legal action. This process is voluntary and any costs would be shared equally unless otherwise agreed.

11. Special Circumstances and Goodwill Adjustments

East Coast Wings values every customer relationship. In situations that fall outside the strict scope of this policy but involve genuine hardship or exceptional circumstances, we reserve the right to issue goodwill refunds, credits, or adjustments at our sole discretion. These decisions are made on a case-by-case basis and do not set precedent for future cases.

12. Modifications to This Policy

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.rest. The date at the top of this page will reflect when the policy was last revised. We encourage you to review this policy periodically. Your continued use of our services after any changes constitutes acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact our customer support team using the information below: