Refund Policy

Last Updated: May 28, 2026

1. Introduction

This Refund Policy governs all transactions made through East Coast Wings ("we," "us," "our") via our website wings-eastcoast.top or any associated ordering platforms. By placing an order with us, you agree to the terms set forth in this policy. This policy is designed in accordance with applicable United States consumer protection laws, including but not limited to the Federal Trade Commission (FTC) Act and relevant state-level consumer protection regulations.

We understand that issues can occasionally arise with food orders, and we are committed to resolving any concerns fairly, promptly, and professionally. Whether your order arrived incorrect, damaged, or unsatisfactory, we encourage you to contact us as soon as possible so we can make it right.

2. Eligibility Conditions for Refunds

To be eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received an item or items that do not match what you ordered. For example, you ordered a specific wing flavor and received a different one.
• Missing Items: One or more items from your order were not included in your delivery or pickup order.
• Food Quality Issues: The food received was undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Damaged Packaging: Your order arrived with severely damaged packaging that compromised the quality or safety of the food.
• Order Not Delivered: Your delivery order was never received, and you have confirmation that the order was placed and charged to your payment method.
• Duplicate Charges: You were charged more than once for the same order due to a technical error on our platform.
• Unauthorized Transaction: A charge was made to your account without your authorization. (In this case, please also contact your financial institution.)

Refunds will not be granted based solely on a change of mind after the food has been prepared or delivered. We encourage customers to review their orders carefully before submitting.

3. Timeframes for Refund Requests

Timely reporting is essential for us to investigate and resolve your concern properly. The following timeframes apply:

Requests submitted outside of these timeframes may be reviewed on a case-by-case basis at our sole discretion. We strongly encourage customers to report issues as soon as they are discovered, as this allows us to investigate effectively and serve you better.

4. Non-Refundable Items and Situations

Certain situations and items are not eligible for refunds. Please review the following carefully:

• Change of Mind: Refunds will not be issued because you simply changed your mind after the order was prepared or delivered.
• Consumed Items: If you have consumed a significant portion of your food and then submit a complaint, we may not be able to process a full refund.
• Customization Errors by Customer: If you selected specific customizations (sauces, spice levels, sides) and received exactly what you ordered but were dissatisfied with the taste or outcome, this does not qualify for a refund.
• Delivery Delays Outside Our Control: Delays caused by third-party delivery services, extreme weather, traffic conditions, or other factors beyond our control do not qualify for a refund, though we will make reasonable efforts to assist.
• Promotional or Free Items: Items received as part of a promotion, discount, or complimentary offer are not eligible for refunds.
• Gift Cards and Digital Credits: Purchased gift cards and digital store credits are non-refundable once issued.
• Orders Placed at Third-Party Platforms: If your order was placed through a third-party delivery service (e.g., DoorDash, Uber Eats, Grubhub), their respective refund policies apply, and you must contact them directly.

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

If you believe your order qualifies for a refund, please follow the steps below:

1. Step 1 — Document the Issue: Take clear photographs of the incorrect, missing, or unsatisfactory food items, including the packaging. Documentation significantly strengthens your refund request.
2. Step 2 — Gather Your Order Information: Locate your order confirmation email or receipt. You will need your order number, the date and time of your order, and the email address used to place the order.
3. Step 3 — Contact Us: Reach out to our customer support team via email at [email protected]. Use the subject line: "Refund Request — Order #[Your Order Number]".
4. Step 4 — Provide Required Details: In your message, include:
   • Your full name
   • Order number
   • Date and time of the order
   • Description of the issue
   • Supporting photographs (if applicable)
   • Your preferred resolution (full refund, partial refund, replacement, etc.)
5. Step 5 — Await Confirmation: Our team will acknowledge your request within 1–2 business days and may follow up with additional questions if needed.
6. Step 6 — Resolution: Once we have reviewed all the information, we will notify you of our decision and the applicable resolution — whether that is a full refund, partial refund, store credit, or replacement order.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to reflect in your account depends on your original payment method:

Note: Processing times begin from the date the refund is approved, not from the date the request is submitted. Actual posting times may vary depending on your financial institution.

7. Partial Refunds

In some situations, only a partial refund may be granted. Partial refunds are considered under the following conditions:

• Only a portion of the order was incorrect, missing, or unsatisfactory, while the rest of the order was delivered correctly.
• The food quality issue affected only part of the order (e.g., one side dish was wrong, but the wings were correct).
• The customer has already consumed a portion of the order before identifying the issue.
• The order was partially cancelled before preparation began, but some items had already been prepared.

The partial refund amount will be calculated based on the pro-rated value of the affected items in your order, minus any applicable fees. Our team will clearly communicate the approved partial refund amount before processing.

8. Exchange Policy

In lieu of a monetary refund, we may offer to exchange or replace the affected item(s) in the following situations:

• You received the wrong item, and you are still at the pickup location or delivery has just arrived.
• A food quality issue is reported promptly and we are able to prepare a fresh replacement within a reasonable timeframe.
• You would prefer a replacement over a refund, and the replacement can be fulfilled without undue delay.

To request an exchange, please contact us immediately using the contact details provided in this policy. Exchanges are subject to availability and must be requested within 2 hours of receiving your original order. We reserve the right to offer store credit instead of an exchange if an immediate replacement is not feasible.

9. Cancellation Policy

We understand that plans can change. However, because our food is prepared fresh to order, our ability to process cancellations is time-sensitive.

9.1 Online Orders

• Before Preparation Begins: If you cancel your order within 5 minutes of placing it and the kitchen has not yet begun preparation, you are entitled to a full refund.
• After Preparation Has Begun: Once our kitchen team has started preparing your order, cancellations are generally not accepted. In exceptional circumstances, a partial refund may be considered at our discretion.
• After Order is Ready/Dispatched: Orders that are ready for pickup or already dispatched for delivery cannot be cancelled, and no refund will be issued.

9.2 Scheduled or Pre-Orders

If you placed a scheduled or advance order (e.g., for a catering event or large group), cancellations must be made at least 24 hours before the scheduled preparation time to receive a full refund. Cancellations made within 24 hours of a scheduled order will incur a cancellation fee of up to 50% of the order total to cover preparation costs already incurred.

9.3 How to Cancel

To cancel an order, contact us immediately by email at [email protected] with your order number and cancellation request. Please note that email cancellations are processed during business hours only.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, East Coast Wings provides the following dispute resolution process:

10.1 Internal Review

You may escalate your dispute to our management team by replying to the refund decision email and requesting a formal review. Please provide any additional information or evidence to support your claim. A senior team member will review the matter and respond within 3–5 business days.

10.2 External Dispute Resolution

If an internal resolution cannot be reached, you may pursue the following options:

• Credit Card Chargeback: Contact your credit card issuer or bank to initiate a chargeback if you believe the charge was unauthorized or if our product did not match its description. Under the Fair Credit Billing Act (FCBA), you have the right to dispute billing errors with your card issuer.
• Federal Trade Commission (FTC): You may file a complaint with the FTC at reportfraud.ftc.gov if you believe our business practices are unfair or deceptive under the FTC Act.
• State Consumer Protection Office: You may also contact your state's Attorney General office or consumer protection agency for assistance with unresolved consumer disputes.
• Better Business Bureau (BBB): You may file a complaint with the Better Business Bureau at www.bbb.org.

We strongly encourage customers to exhaust our internal resolution process before pursuing external dispute channels, as most issues can be resolved quickly and amicably.

11. Chargebacks and Fraud Prevention

We take fraudulent refund requests and unauthorized chargeback claims seriously. If you initiate a chargeback through your bank or credit card company without first contacting us to resolve the issue, we reserve the right to:

• Dispute the chargeback with supporting evidence of the completed transaction.
• Suspend or permanently ban your account from placing future orders with East Coast Wings.
• Pursue recovery of fraudulently obtained refund amounts through appropriate legal channels.

We always prefer to resolve issues directly with our customers and ask that you contact us first before initiating any chargeback with your financial institution.

12. Policy Updates

East Coast Wings reserves the right to modify or update this Refund Policy at any time. Changes will be posted on this page with a revised "Last Updated" date. Continued use of our services following any such changes constitutes your acceptance of the updated policy. We encourage you to review this page periodically to stay informed of any updates.

13. Contact Us for Refund Requests

For all refund requests, questions about this policy, or assistance with an order issue, please reach out to our customer support team using the contact details below: