Refund Policy

Effective Date: May 17, 2026  |  Last Updated: May 17, 2026

1. Introduction

At East Coast Wings, we are deeply committed to delivering high-quality food products and an exceptional customer experience with every order. We understand that there may be occasions where an order does not meet your expectations, arrives incorrectly, or experiences an issue during preparation or delivery. This Refund Policy has been established to ensure a fair, transparent, and consistent process for handling refund requests, cancellations, and disputes.

This policy applies to all orders placed through our official website eastcoast-wings.click and is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and relevant state consumer protection statutes. If you reside in California, additional rights may apply to you under the California Consumer Privacy Act (CCPA/CPRA) and state-specific consumer protection regulations.

For any questions or concerns related to refunds, please contact us directly at [email protected].

2. Eligibility Conditions for Refunds

A refund request from East Coast Wings may be approved under the following circumstances:

• Incorrect Order: You received an item or meal that is different from what you ordered.
• Missing Items: One or more items from your order were missing upon delivery or pickup.
• Food Quality Issues: The food delivered was spoiled, undercooked, overcooked, or otherwise unfit for consumption.
• Allergic or Dietary Violations: Your meal contained an ingredient not present in the item description that triggered an allergic reaction or violated a stated dietary restriction — provided the restriction was clearly communicated at the time of ordering.
• Order Not Delivered: Your order was never received and cannot be confirmed as delivered by our delivery system or third-party delivery partner.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.
• Significant Delivery Delay: Your order arrived more than 60 minutes beyond the estimated delivery time, causing the food to be unreasonably cold or unsatisfactory.

To be eligible for a refund, customers must:

• Have placed the order directly through eastcoast-wings.click.
• Submit a refund request within the applicable timeframe (see Section 3 below).
• Provide sufficient evidence to support the claim, such as photographs, order confirmation numbers, or a written description of the issue.

3. Timeframes for Refund Requests

All refund requests must be submitted within the timeframes outlined in the table below. Requests made outside these windows may not be honored at our discretion.

We strongly encourage customers to inspect their orders immediately upon receipt to ensure accuracy and quality. Delayed reporting reduces our ability to investigate and resolve your issue effectively.

4. Non-Refundable Items and Situations

Certain circumstances and items are not eligible for a refund. These include, but are not limited to:

• Change of Mind: Refunds will not be issued simply because a customer changed their mind after the order was prepared or delivered.
• Partially Consumed Orders: Items that have been substantially consumed (more than 50% eaten) are not eligible for a full refund unless a clear quality issue is documented and reported promptly.
• Incorrect Address Provided by Customer: If delivery was not possible because the customer entered an incorrect delivery address, no refund will be issued for the food itself. Delivery fees may be refunded at our discretion.
• Customer Unavailability: If the delivery driver attempted delivery but the customer was unreachable or unavailable, resulting in the order being discarded, no refund will be issued.
• Spice Level or Taste Preferences: Subjective dissatisfaction with taste, spice level, or portion size — when the item was accurately prepared as described — is not grounds for a refund.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or heavily discounted bundle may be excluded from standard refund eligibility. Specific exclusions will be noted in the promotional terms.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are governed by those platforms' respective refund policies. East Coast Wings is not responsible for resolving disputes arising from third-party platform transactions.
• Requests Submitted After the Deadline: Any refund request submitted outside the timeframes specified in Section 3 will not be considered.

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

To request a refund from East Coast Wings, please follow these steps carefully:

1. Step 1 — Gather Your Information: Before contacting us, collect all relevant details, including:
   • Your full name and contact information
   • Your order confirmation number or receipt
   • The date and time of your order
   • A clear description of the issue experienced
   • Photographic evidence of the problem (e.g., wrong item, quality issue, damaged packaging)
2. Step 2 — Contact Our Customer Support Team: Submit your refund request via email at [email protected]. Please include the subject line: "Refund Request — [Your Order Number]".
3. Step 3 — Await Confirmation: Our team will acknowledge your refund request within 1–2 business days. You will receive a confirmation email with a reference number for your case.
4. Step 4 — Investigation: Our team will review the details and evidence provided. We may contact you for additional information or clarification during this stage. Please respond promptly to avoid delays.
5. Step 5 — Decision Notification: We will notify you of our decision within 3–5 business days of receiving your complete request. If approved, we will initiate the refund or offer an appropriate resolution.
6. Step 6 — Refund Issuance: If your refund is approved, it will be processed according to the method specified in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to receive your funds depends on the original payment method used:

Please note that while we initiate refunds promptly upon approval, East Coast Wings does not control the processing speeds of financial institutions or payment processors. Delays beyond our stated timeframes may be caused by your bank or card issuer.

7. Partial Refunds

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

• Only a portion of your order was incorrect or missing (e.g., one item out of a multi-item order).
• The food was partially consumed before a quality issue was discovered.
• The delivery delay affected only part of the order (e.g., some items arrived cold while others were acceptable).
• A discount or promotional credit was already applied to the order at the time of purchase.
• The refund request is submitted after the standard deadline but still within a reasonable timeframe, at our discretion.

In all cases of partial refunds, East Coast Wings will communicate the specific amount to be refunded and the rationale clearly to the customer before processing.

8. Exchange Policy

Due to the perishable nature of food products, East Coast Wings does not offer direct product exchanges in the traditional retail sense. However, we are committed to making things right. In appropriate circumstances, we may offer:

• Order Replacement: A complimentary replacement order may be offered for items that were clearly incorrect, missing, or inedible — subject to availability and geographic service area.
• Store Credit: As an alternative to a monetary refund, customers may be offered East Coast Wings store credit of equal or greater value, redeemable on a future order through eastcoast-wings.click.
• Promotional Voucher: In some cases, a discount voucher may be offered as a goodwill gesture for minor inconveniences that do not meet the full refund eligibility threshold.

Exchange or replacement offers are subject to our team's review and approval and are issued at the sole discretion of East Coast Wings management.

9. Cancellation Policy

We begin preparing your food order very shortly after it is confirmed. As a result, our cancellation window is limited:

• Within 5 Minutes of Order Placement: You may cancel your order for a full refund if the request is made within 5 minutes of the order being placed and confirmed. To cancel, contact us immediately at [email protected] with your order number.
• After 5 Minutes — Order in Preparation: Once your order has entered the preparation phase, cancellation is no longer guaranteed. We will make reasonable efforts to stop preparation, but if the food has already been prepared, cancellation may not be possible, and no refund will be issued for the food cost. Delivery fees may be refunded.
• Order Already Dispatched for Delivery: Once your order has been dispatched to a delivery driver or is ready for pickup, it cannot be cancelled. No refund will be issued under these circumstances.
• Technical Errors or Double Orders: If a technical error caused duplicate orders to be placed, please contact us immediately. We will make every effort to cancel the duplicate and issue a full refund.

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 fair treatment for all customers.

Step 1 — Internal Appeal

If your refund request was denied or you believe the resolution offered was inadequate, you may submit a written appeal to [email protected] within 7 business days of receiving the initial decision. Please include all original documentation plus any additional evidence supporting your appeal. A senior member of our team will review your appeal and respond within 5 business days.

Step 2 — Mediation

If the internal appeal process does not result in a satisfactory resolution, both parties agree to attempt to resolve the dispute through good-faith mediation before pursuing any legal action. Mediation may be conducted remotely via written communication or through a mutually agreed-upon neutral mediator.

Step 3 — Consumer Protection Agencies

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

• Federal Trade Commission (FTC): www.ftc.gov or 1-877-382-4357
• Better Business Bureau (BBB): www.bbb.org
• Your State Attorney General's Office: For state-specific consumer protection concerns.

Step 4 — Chargeback Rights

Customers retain the right to dispute a charge with their credit card issuer or bank under applicable consumer financial protection laws, including those enforced by the Consumer Financial Protection Bureau (CFPB). However, we ask that you attempt to resolve the matter directly with East Coast Wings before initiating a chargeback, as we are committed to working collaboratively toward a fair resolution.

11. Governing Law and Jurisdiction

This Refund Policy is governed by and construed in accordance with the laws of the United States of America and applicable state consumer protection laws. Any disputes not resolved through the process outlined in Section 10 shall be subject to the jurisdiction of the courts of the state in which East Coast Wings operates.

Customers in California may have additional rights under California state law, including the California Consumer Protection statutes. We encourage all customers to familiarize themselves with the consumer protection laws applicable in their state of residence.

12. Changes to This Refund Policy

East Coast Wings reserves the right to modify, update, or amend this Refund Policy at any time. Any changes will be reflected on this page with an updated "Last Updated" date. It is your responsibility to review this policy periodically. Continued use of our website and services following the posting of any changes constitutes your acceptance of the revised policy.

For significant changes to this policy, we will make reasonable efforts to notify customers via email or a prominent notice on our website.

13. Contact Information for Refund Requests

For all refund requests, cancellations, or questions related to this policy, please contact the East Coast Wings customer support team using the details below:

When contacting us, please have your order number, proof of purchase, and any supporting evidence ready to help us process your request as quickly and efficiently as possible. Our goal is to respond to all refund inquiries within 1–2 business days and resolve all cases within 5–7 business days of receiving complete information.

This Refund Policy was last reviewed and updated on May 17, 2026, and is effective immediately for all orders placed on or after this date.