Refund Policy

At East Coast Wings, we are committed to providing our customers with the highest quality food and service. We understand that situations may arise where a refund or exchange is necessary. This Refund Policy outlines your rights and our obligations regarding refunds, cancellations, and exchanges for orders placed through our website chicken-eastcoast.click or any other ordering channel we operate.

Please read this policy carefully before placing an order. By completing a purchase with East Coast Wings, you acknowledge that you have read, understood, and agreed to the terms set forth in this Refund Policy. If you have any questions, please contact us at [email protected] before placing your order.

1. Our Commitment to Customer Satisfaction

East Coast Wings takes pride in delivering fresh, high-quality food products to our customers. We prepare our food items with care and attention to detail. However, we recognize that errors can occasionally occur, whether in order preparation, delivery, or product quality. In such cases, we are dedicated to resolving your concern promptly and fairly.

Our refund policy is designed in accordance with applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act and applicable state regulations governing food service businesses. We aim to handle all refund and complaint matters with transparency and integrity.

2. Eligibility Conditions for Refunds

A refund may be issued under the following circumstances:

• Incorrect Order: You received an item or items that differ from what you ordered.
• Missing Items: One or more items from your order were not included in your delivery or pickup bag.
• Food Quality Issues: The food you received was spoiled, inedible, undercooked, or otherwise not meeting reasonable quality standards.
• Allergic Reactions Due to Mislabeling: You experienced an allergic reaction directly caused by an ingredient that was not disclosed or was incorrectly labeled by East Coast Wings.
• Order Not Received: Your order was confirmed and charged but never delivered and was not available for pickup (applicable to delivery and online orders).
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.

3. Timeframes for Refund Requests

The following timeframes apply to all refund requests:

We strongly encourage customers to inspect their order immediately upon receipt. Due to the perishable nature of food products, we are unable to process refund claims submitted outside of these timeframes. Exceptions may be considered at management's sole discretion under extraordinary circumstances.

4. Non-Refundable Items and Situations

The following items and situations are generally not eligible for a refund:

• Change of Mind: You simply changed your mind about an item after the order was placed and confirmed.
• Consumed Items: Refunds will not be issued for food that has been substantially consumed, except in cases where quality issues are being reported with appropriate evidence.
• Customization Errors by Customer: If you selected specific customizations (e.g., sauces, toppings, spice levels) and the order was prepared correctly according to your specifications, no refund will be issued for dissatisfaction with those choices.
• Promotional or Discounted Items: Items purchased using promotional codes, coupons, or as part of a special discount deal are non-refundable unless they are defective or incorrect.
• Delivery Fees: Delivery fees are non-refundable unless the order was not delivered at all through our fault.
• Tips: Gratuity or tips added to your order are non-refundable.
• Third-Party Platform Orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' own refund policies. East Coast Wings is not responsible for refunds on third-party platform orders.

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

To ensure your refund request is processed efficiently, please follow these steps:

1. Step 1: Gather Your Information
   Collect all relevant details including your order number, order date, items ordered, items received, and a description of the issue. Where possible, take clear photographs of the food item(s) in question as evidence.
2. Step 2: Contact East Coast Wings
   Reach out to our customer support team using one of the methods listed in Section 10 below. You may contact us by email at [email protected] or through our website at chicken-eastcoast.click.
3. Step 3: Submit Your Claim
   Provide our customer support team with your full name, contact information, order number, a detailed description of your complaint, and any supporting photographs or documentation.
4. Step 4: Review and Assessment
   Our team will review your refund request and may contact you for additional information. We aim to acknowledge all refund requests within 1 business day.
5. Step 5: Resolution
   Once your claim has been assessed, we will notify you of our decision. If your refund is approved, we will initiate the refund process. If your request is denied, we will provide you with a written explanation.
6. Step 6: Refund Issued
   If approved, your refund will be processed according to the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by East Coast Wings, the processing time will depend on your original payment method. Please note that we have no control over the processing times of financial institutions.

Please allow additional time for the refund to appear in your account, as banks and payment processors may take longer to process the credit. East Coast Wings is not responsible for any delays caused by your financial institution.

7. Partial Refunds

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

• Only one or a few items from a larger order were incorrect or missing, and the remaining items were received correctly.
• The food item was partially consumed before a quality issue was discovered, and the issue affected only part of the order.
• A promotional discount or coupon was applied to the original order, in which case the refund amount will reflect the actual amount paid for the affected item(s).
• The customer and East Coast Wings mutually agree on a partial refund as a resolution.

The amount of a partial refund will be calculated based on the pro-rated value of the affected items, minus any applicable fees. East Coast Wings reserves the right to determine the appropriate refund amount at its discretion based on the circumstances of each individual claim.

8. Exchange Policy

Where possible, East Coast Wings may offer an exchange or replacement rather than a monetary refund. Exchanges are subject to the following conditions:

• The original item(s) must have been incorrect, defective, or of unacceptable quality.
• An exchange request must be submitted within the same timeframes specified in Section 3.
• Exchanges are subject to item availability at the time of the request.
• Replacement items will be prepared fresh and delivered or made available for pickup as soon as reasonably possible, depending on our operational hours.
• If an exchange is not feasible (e.g., due to distance, time of day, or item unavailability), we will default to issuing a monetary refund or store credit.

East Coast Wings reserves the right to offer an exchange, store credit, or monetary refund at its discretion, taking into account what is most reasonable and practical under the circumstances.

9. Cancellation Policy

Due to the nature of food preparation, cancellation requests are time-sensitive. Please review our cancellation terms carefully:

9.1 Online Orders

• Before Preparation Begins: If you cancel your order before it has entered the preparation stage, you are entitled to a full refund.
• During Preparation: If your order has already begun being prepared, cancellations may not be accepted, and a refund will not be issued. We will make reasonable efforts to accommodate last-minute cancellations, but we cannot guarantee this.
• After Dispatch (Delivery Orders): Once an order has been dispatched for delivery, it cannot be cancelled.

9.2 In-Store / Walk-In Orders

• In-store orders that have been placed and are in preparation cannot be cancelled once the kitchen has confirmed the order.
• If an error was made at the point of sale, please notify our staff immediately before preparation begins.

9.3 Pre-Orders and Catering Orders

• Pre-orders and catering orders require at least 48 hours' notice for cancellation to receive a full refund.
• Cancellations made between 24 and 48 hours before the scheduled order time may be subject to a cancellation fee of up to 50% of the total order value.
• Cancellations made less than 24 hours before the scheduled order time are non-refundable.

10. Dispute Resolution Process

East Coast Wings is committed to resolving all customer disputes in a fair, timely, and transparent manner. If you are not satisfied with the outcome of your refund request, you may escalate your concern using the following process:

1. Internal Escalation: Contact our management team directly by emailing [email protected] with the subject line "Refund Dispute — Escalation." Provide your original complaint reference number (if applicable) and a detailed explanation of why you disagree with the initial decision.
2. Management Review: A senior member of our team will review your escalated dispute within 5 business days and provide a written response.
3. Chargeback Rights: As a consumer in the United States, you have the right to dispute a charge with your credit card issuer or bank (known as a chargeback) if you believe you have been wrongly charged. We encourage you to attempt to resolve the matter directly with us before initiating a chargeback, as this allows for a faster and more direct resolution.
4. Consumer Protection Agencies: If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov or your state's consumer protection office.

We value every customer relationship and will make every reasonable effort to reach a satisfactory resolution to any dispute.

11. Food Safety and Allergen Disclaimer

East Coast Wings takes food safety and allergen management seriously. If you have a known food allergy or dietary restriction, we strongly encourage you to notify us at the time of ordering. While we take reasonable precautions, we cannot guarantee that our food is entirely free from allergens, as our kitchen handles a variety of ingredients. Customers with severe allergies are advised to exercise caution.

If you believe you experienced an adverse reaction as a result of consuming our food, please contact us immediately and seek appropriate medical attention. We may request documentation or further information to investigate the matter thoroughly.

12. Amendments to This Refund Policy

East Coast Wings reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on our website at chicken-eastcoast.click with an updated effective date. We encourage customers to review this policy periodically to stay informed about our refund practices. Your continued use of our services following any changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, and complaints, please contact our customer support team using the details below. We are here to help and aim to respond to all inquiries as quickly as possible during business hours.

When contacting us regarding a refund, please have the following information ready to expedite the process:

• Your full name
• Order number or confirmation code
• Date and time of the order
• Description of the issue
• Photographs or supporting evidence (if applicable)
• Your preferred resolution (refund, replacement, or store credit)

This Refund Policy was last updated on June 14, 2026, and is effective for all orders placed on or after this date. This policy is governed by the laws of the United States and applicable state regulations. Any legal disputes arising from this policy will be subject to the jurisdiction of the applicable courts in the United States.