Refund Policy

Last Updated: May 16, 2026

1. Introduction

At East Coast Wings, we are committed to delivering fresh, high-quality food products and an outstanding customer experience with every order. We understand that situations may arise where a refund, exchange, or cancellation is necessary, and we have established this policy to ensure a fair and transparent process for all of our valued customers.

This Refund Policy applies to all orders placed through our website eastcoastwings.click, by phone, or through any authorized third-party platform associated with East Coast Wings. This policy is governed by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any relevant state-level consumer protection statutes.

If you have any questions or concerns regarding this policy, please do not hesitate to contact us directly at [email protected].

2. Eligibility Conditions for Refunds

We want every customer to be completely satisfied with their East Coast Wings experience. Refunds may be issued under the following conditions:

• You received an incorrect order that does not match what you placed.
• Your food arrived in an unsatisfactory condition, including items that were spoiled, improperly prepared, or contaminated.
• Your order was significantly delayed beyond the estimated delivery or pickup time, and the food was no longer fit for consumption upon receipt.
• Items were missing from your order upon delivery or pickup.
• You experienced a verifiable technical or billing error during the checkout process that resulted in a duplicate or incorrect charge.
• Your order was cancelled by East Coast Wings due to unavailability of ingredients or operational issues on our end.

To be eligible for a refund, you must report the issue within the applicable timeframe described in Section 3 of this policy. Refund requests submitted outside of these timeframes may not be honored at our discretion.

All refund requests are subject to review and verification by our customer service team. We reserve the right to request supporting documentation, such as photographs of the food received, order confirmation numbers, or other relevant evidence, to process your claim efficiently.

3. Timeframes for Refund Requests

Time is an especially important factor when dealing with food products due to their perishable nature. Please review the following timeframes carefully:

Refund requests submitted after the applicable window has passed will be considered on a case-by-case basis at the sole discretion of East Coast Wings management. We encourage all customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Services

While we strive to accommodate reasonable refund requests, certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Food items consumed or partially consumed: Orders that have been substantially eaten or used are not eligible for a refund unless a verifiable quality issue is identified before consumption.
• Change of mind: Refunds will not be issued because a customer simply changed their mind about a food item after it has been prepared.
• Customized orders: Specially customized menu items, including special dietary requests or personalized catering orders, are non-refundable once prepared, unless a preparation error is made on our part.
• Promotional or discounted items: Items purchased using promotional codes, discount vouchers, or as part of a special deal are generally non-refundable unless otherwise specified.
• Gift cards and digital vouchers: Gift cards and promotional vouchers are non-refundable and cannot be exchanged for cash.
• Delivery fees: Delivery and service fees are non-refundable except in cases where East Coast Wings cancels the order or where a significant delivery error occurred on our part.
• Third-party platform orders: Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, Grubhub, etc.) are subject to those platforms' individual refund policies. East Coast Wings cannot directly process refunds for orders placed through third-party applications.

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

Requesting a refund from East Coast Wings is simple. Please follow these steps to ensure your claim is processed as quickly as possible:

1. Step 1 — Gather your order information: Locate your order confirmation number, the date and time of your order, and the name associated with the order. This information can be found in your confirmation email or account order history on eastcoastwings.click.
2. Step 2 — Document the issue: If applicable, take clear photographs of the food received, including any packaging, to support your claim. This step is especially important for quality-related refund requests.
3. Step 3 — Contact our customer service team: Reach out to us using one of the following methods:
   • Email: [email protected]
   • Website: eastcoastwings.click
4. Step 4 — Provide the required details: In your refund request, please include your full name, order confirmation number, date of order, description of the issue, and any supporting photos or documentation.
5. Step 5 — Await review: Our customer service team will review your request within 1–3 business days and may follow up with additional questions or requests for information.
6. Step 6 — Receive confirmation: Once your refund has been approved, you will receive a confirmation email outlining the refund amount and the estimated processing time based on your original payment method.

6. Refund Processing Times by Payment Method

Once a refund has been approved by our team, the time it takes to appear in your account will vary depending on the payment method used at the time of purchase:

Please be aware that while we process refunds promptly on our end, the time it takes for funds to appear in your account is subject to your bank or financial institution's processing timelines, which are outside of our control. If you have not received your refund within the stated timeframe, please contact your bank 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 be applicable in the following circumstances:

• Only a portion of your order was incorrect, missing, or unsatisfactory, while the remainder of the order was delivered correctly and in good condition.
• A food item did not meet quality standards to a minor degree, but was still substantially fit for consumption.
• A catering or bulk order was partially prepared or delivered, with only certain components being affected by an error.
• A customer consumed a portion of an order before identifying a quality issue, and the issue only affected part of the order.

The amount of any partial refund will be determined by our customer service team based on the specific circumstances of each case. We are committed to being fair and reasonable in our assessments, and we will always communicate the reasoning behind any partial refund decision clearly.

8. Exchange Policy

Due to the perishable and time-sensitive nature of food products, East Coast Wings does not offer a traditional item exchange in the same manner as retail businesses. However, we do offer the following alternatives in situations where an exchange may be appropriate:

• Order Replacement: If your order arrived incorrect or with missing items, and you are still on the premises or the delivery driver is still present, we will arrange for a replacement order to be prepared and delivered at no additional charge, subject to availability.
• Store Credit: In situations where a replacement is not feasible due to timing or logistical constraints, we may offer store credit equivalent to the value of the affected item(s), which can be applied to your next order.
• Remake Policy: For in-store dining, if a menu item does not meet your expectations due to a preparation error, please inform a team member immediately, and we will gladly remake your order at no cost.

Exchange requests must be made within the timeframes outlined in Section 3 of this policy and are subject to the same documentation and verification process as refund requests.

9. Cancellation Policy

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

9.1 Standard Orders

Standard food orders may be cancelled and fully refunded if the cancellation request is submitted before the order has been confirmed and preparation has begun. Once our kitchen has started preparing your order, we are unable to cancel it, and a refund will not be issued for a change of mind.

To cancel a standard order, please contact us immediately at [email protected] or visit eastcoastwings.click.

9.2 Pre-Orders and Catering Orders

For pre-orders and catering orders, the following cancellation schedule applies:

• More than 48 hours before the scheduled date: Full refund issued.
• 24 to 48 hours before the scheduled date: 50% refund issued; the remaining 50% will be provided as store credit.
• Less than 24 hours before the scheduled date: No refund will be issued, as significant preparation and resource allocation will have already been made.

9.3 Cancellations by East Coast Wings

In the event that East Coast Wings must cancel your order due to ingredient unavailability, operational issues, inclement weather, or other unforeseen circumstances, you will receive a full refund to your original payment method. We will notify you of the cancellation as promptly as possible via email or phone.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of a refund request, East Coast Wings encourages customers to seek resolution through the following process:

1. Internal Escalation: Contact our customer service team and request that your case be escalated to a senior manager or supervisor. Please include your original refund request reference number in all communications. We will respond to escalated disputes within 3–5 business days.
2. Written Complaint: If your dispute is not resolved satisfactorily through our internal escalation process, you may submit a formal written complaint to us at [email protected]. We will acknowledge receipt of your complaint within 48 hours and provide a formal response within 10 business days.
3. Chargeback Process: If you believe you have been charged incorrectly and we have been unable to resolve the matter, you retain the right to dispute the charge with your credit card company or bank through the chargeback process. We ask that customers make a good faith effort to resolve the dispute with us directly before initiating a chargeback.
4. Consumer Protection Agencies: Customers may also file a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint or with their state's Attorney General office if they believe their consumer rights have been violated.
5. Alternative Dispute Resolution: For disputes that cannot be resolved through the above means, both parties agree to attempt resolution through a neutral third-party mediator before pursuing any legal action. Mediation shall take place in the state in which East Coast Wings operates and shall be governed by applicable U.S. federal and state laws.

11. Consumer Rights Under U.S. Law

As a customer of East Coast Wings operating within the United States, you are protected by various federal and state consumer protection laws. These include, but are not limited to:

• The FTC Act: The Federal Trade Commission Act prohibits unfair or deceptive business practices, including misleading refund policies. Our policies are designed to comply fully with FTC guidelines.
• State Consumer Protection Laws: Depending on the state in which you reside, you may have additional rights under state-specific consumer protection statutes. We encourage you to familiarize yourself with the laws applicable in your state.
• The Fair Credit Billing Act (FCBA): If you pay by credit card, you are protected by the FCBA, which provides rights relating to billing disputes and chargebacks for goods or services not received or as described.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable law. If any provision of this policy conflicts with applicable law, the applicable law will take precedence.

12. Policy Updates

East Coast Wings reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes to this policy will be posted on our website at eastcoastwings.click with an updated effective date. We encourage customers to review this policy periodically to stay informed of any updates. Your continued use of our services following any changes to this policy constitutes your acceptance of the revised terms.

13. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or related inquiries, please contact our customer service team using the information below. We are here to help and will respond to all inquiries as promptly as possible.