Refund Policy

Effective Date: June 4, 2026 | Last Updated: June 4, 2026

1. Introduction

At East Coast Wings, customer satisfaction is our top priority. We take great pride in preparing fresh, high-quality food for every order. We understand that sometimes things do not go as expected, and we are committed to addressing any concerns you may have regarding your purchase in a fair and timely manner.

This Refund Policy outlines the conditions under which refunds, replacements, or exchanges may be granted, as well as the procedures you should follow to request one. By placing an order with East Coast Wings, you agree to the terms described in this policy. Our practices are in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC).

2. Eligibility Conditions for Refunds

Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (e.g., wrong flavor, wrong side dish, wrong sauce).
• Missing Items: One or more items from your order were not delivered or included in your bag.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not up to an acceptable standard of quality at the time of delivery or pickup.
• Allergic Reactions Due to Incorrect Preparation: If you informed us of a food allergy and we failed to accommodate it, resulting in an incorrect item being prepared.
• Order Not Delivered: Your delivery order was confirmed but never arrived within a reasonable timeframe.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

To be eligible for a refund, you must notify East Coast Wings within the applicable timeframe described in Section 3 below, and you must provide sufficient documentation or description of the issue.

3. Timeframes for Refund Requests

All refund requests must be submitted within the following timeframes to be considered eligible:

Requests submitted outside of these timeframes will generally not be eligible for a refund. However, East Coast Wings reserves the right to evaluate exceptional circumstances on a case-by-case basis.

4. Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Orders where the customer simply changed their mind after the food has been prepared.
• Food items that have been partially or fully consumed before the complaint is raised (unless a quality issue is identified).
• Custom or specially prepared orders made according to specific customer instructions, where East Coast Wings followed those instructions correctly.
• Delivery fees charged by third-party delivery platforms (e.g., DoorDash, UberEats, Grubhub). Please contact those platforms directly for their respective refund policies.
• Promotional items, free items, or items obtained through discount codes or loyalty rewards.
• Delays due to factors outside our control, such as extreme weather conditions, traffic, or third-party delivery service issues.
• Orders reported after the applicable timeframe has expired (unless exceptional circumstances apply).

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

Follow the steps below to submit a refund request with East Coast Wings:

1. Step 1 — Gather Your Information: Have the following ready before contacting us:
   • Your full name
   • Order number or receipt
   • Date and time of the order
   • Description of the issue
   • Photos of the incorrect, missing, or unsatisfactory items (where applicable)
2. Step 2 — Contact Us: Reach out to our customer service team using one of the following methods:
   • Email: [email protected]
   • Website: eastcoast-cafe.click
3. Step 3 — Submit Your Request: Clearly state in your message that you are requesting a refund, describe the issue in detail, and attach any photos or relevant documentation.
4. Step 4 — Wait for Confirmation: Our team will acknowledge your request within 1–2 business days and begin reviewing your claim.
5. Step 5 — Resolution: Once your request has been reviewed, we will notify you of our decision via email. If approved, we will initiate the refund or alternative resolution (replacement, store credit, etc.) promptly.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your refund will vary depending on your original method of payment:

Please note that while East Coast Wings processes refunds promptly upon approval, actual receipt of funds may depend on your financial institution's processing times, which are outside of our control.

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 the items in an order were incorrect or missing.
• The food was partially acceptable but one or more components did not meet quality standards.
• A discount, coupon, or promotional offer was applied to the order at the time of purchase.
• The customer is partially at fault for the issue (e.g., unclear customization instructions).
• The customer consumed a significant portion of the food before identifying the issue.

The amount of a partial refund will be determined by East Coast Wings at our sole discretion, based on the nature and extent of the issue reported. We will always strive to offer a fair and reasonable resolution.

8. Cancellation Policy

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

8.1 Online and Phone Orders

• Before Preparation Begins: If you cancel your order before our kitchen has started preparing it, you are entitled to a full refund. Please contact us as soon as possible to cancel.
• After Preparation Has Begun: Once our team has begun preparing your food, cancellations are generally not accepted, and refunds will not be issued except at our discretion.
• After Delivery or Pickup: Orders cannot be cancelled after they have been delivered or picked up.

8.2 Catering and Large Group Orders

For catering orders or large group reservations:

• Cancellations made 48 hours or more before the scheduled time: Full refund.
• Cancellations made 24–48 hours before the scheduled time: 50% refund.
• Cancellations made less than 24 hours before the scheduled time: No refund will be issued, as food and staffing will have been arranged.

To cancel an order, please contact us immediately via email at [email protected] or visit our website at eastcoast-cafe.click.

9. Exchange Policy

In many cases, rather than issuing a monetary refund, East Coast Wings may offer to replace or exchange the item(s) in question. Our exchange policy works as follows:

• Incorrect Items: If you received the wrong item, we will prioritize remaking and delivering or preparing the correct item for you as quickly as possible.
• Quality Issues: If a food item does not meet our quality standards, we will offer to remake the item or provide a comparable substitute.
• Exchanges for In-Store Orders: For in-store dining or pickup, exchanges may be handled immediately on-site by speaking with our manager on duty.
• Exchanges for Delivery Orders: For delivery orders, exchanges are subject to availability and delivery area. We will make every effort to accommodate you promptly.

Exchanges are subject to availability and must be requested within the applicable timeframes listed in Section 3. East Coast Wings reserves the right to offer a store credit or refund in lieu of an exchange when remakes are not feasible.

10. Store Credit

In some situations, East Coast Wings may offer store credit as an alternative to a cash refund. Store credit:

• Is applied to your East Coast Wings account or issued as a digital credit for future use.
• Does not expire for a period of 12 months from the date of issuance.
• Is non-transferable and cannot be exchanged for cash.
• Can be used on any future eligible order at eastcoast-cafe.click.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, East Coast Wings encourages you to follow the steps below to resolve the dispute:

11.1 Internal Escalation

If your initial refund request is denied or you disagree with the resolution offered, you may request that your case be escalated to a senior member of our customer service team or a manager. Please send an email to [email protected] with the subject line "Refund Dispute Escalation" and include your original complaint reference number, if applicable.

11.2 Third-Party Mediation

If an internal resolution cannot be reached, either party may seek resolution through a neutral third-party mediator. The costs of mediation shall be shared equally between East Coast Wings and the customer unless otherwise agreed.

11.3 Consumer Protection Agencies

Customers in the United States also have the right to file a complaint with relevant consumer protection agencies, including:

• Federal Trade Commission (FTC): www.ftc.gov
• Better Business Bureau (BBB): www.bbb.org
• Your state's Attorney General's Office consumer protection division.

11.4 Chargeback Rights

If you paid by credit or debit card and believe you have been wrongfully charged, you may have the right to initiate a chargeback through your card issuer. However, we strongly encourage you to contact us directly first, as we are committed to resolving legitimate disputes fairly and without the need for chargebacks.

12. Fraudulent Refund Requests

We reserve the right to deny any refund request that we reasonably believe to be fraudulent, abusive, or in violation of this policy. Repeated refund requests from the same customer may also be flagged for review.

13. Changes to This Refund Policy

East Coast Wings reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on our website at eastcoast-cafe.click with the updated effective date. Your continued use of our services after any modifications constitutes your acceptance of the revised policy. We encourage you to review this page periodically to stay informed of any updates.

14. Contact Information for Refund Requests

If you have any questions about this Refund Policy or wish to submit a refund request, please contact us using the details below: