Refund Policy

Last Updated: June 4, 2026

1. About This Policy

At East Coast Wings, we are committed to delivering high-quality food and an outstanding dining experience. We understand that situations may arise where a refund or exchange becomes necessary. This Refund Policy has been established to ensure a fair, transparent, and consistent process for all our customers across all ordering channels — including online orders, phone orders, and in-person purchases.

This policy is governed by applicable United States federal and state consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act. Customers located in California may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA) as it pertains to their personal data used in transaction processing.

2. Eligibility Conditions for Refunds

We want every customer to be satisfied with their order. Refund requests will be considered under the following conditions:

• The order received was incorrect — items delivered or served do not match what was ordered.
• The food item was spoiled, contaminated, or of unacceptable quality upon receipt.
• The order was not delivered within the promised timeframe and no resolution was offered.
• A duplicate charge occurred due to a technical or payment processing error.
• The order was canceled before food preparation began (see Section 8 — Cancellation Policy).
• A significant portion of the order was missing at the time of delivery or pickup.

Refund eligibility is assessed on a case-by-case basis. East Coast Wings reserves the right to request supporting documentation (such as photos of the incorrect or unsatisfactory items) before approving a refund.

3. Timeframes for Refund Requests

To ensure your refund request can be properly reviewed and processed, all claims must be submitted within the following timeframes:

Requests submitted after these windows may not be eligible for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us as soon as possible if there is an issue.

4. Non-Refundable Items and Services

Not all purchases are eligible for refunds. The following are generally non-refundable:

• Orders that have been fully consumed prior to a complaint being raised.
• Promotional or discounted items purchased during limited-time offers, unless they are defective or incorrect.
• Delivery fees, service fees, and platform surcharges, unless the order was not delivered at all.
• Items that were customized per the customer's specific instructions and delivered correctly as requested.
• Orders canceled after food preparation has begun.
• Gift cards and promotional vouchers once redeemed.
• Requests made outside the applicable timeframes listed in Section 3.

5. How to Request a Refund (Step-by-Step)

To submit a refund request, please follow these steps:

1. Contact Us Promptly: Reach out to our customer support team via email at [email protected] or visit our website at eastcoast-cafe.rest within the applicable timeframe.
2. Provide Your Order Details: Include your full name, order number, date and time of the order, and the channel through which it was placed (website, phone, or in-person).
3. Describe the Issue: Provide a clear and detailed description of the problem. If the concern relates to food quality, incorrect items, or missing items, please include photographs where possible.
4. Submit Supporting Documentation: Attach any relevant evidence such as photos, receipts, screenshots of confirmation emails, or payment records to strengthen your claim.
5. Await Confirmation: Our team will acknowledge your request within 1 to 2 business days and begin reviewing your case.
6. Resolution Notification: You will be notified of our decision via the email address provided. If approved, your refund will be processed according to the timelines outlined in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on the original payment method used:

Please note that while East Coast Wings processes refunds promptly upon approval, the exact timing of when funds appear in your account depends on your bank or financial institution. East Coast Wings is not responsible for additional delays caused by third-party payment processors or financial institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Conditions that may warrant a partial refund include:

• Only some items in an order were incorrect, missing, or unsatisfactory while the remainder of the order was satisfactory.
• The customer consumed a portion of an incorrect or unsatisfactory item before reporting the issue.
• A partial delivery was made, and only the missing items are being claimed.
• The issue reported is deemed by our team to be a minor discrepancy that does not warrant a full refund.

The amount of any partial refund will be determined at the sole discretion of East Coast Wings, taking into account the nature and extent of the issue reported. Our team will communicate the approved refund amount clearly before processing.

8. Cancellation Policy

We understand that plans can change. However, due to the perishable nature of food products, our cancellation policy is time-sensitive:

8.1 Online and Phone Orders

• Orders may be canceled for a full refund if the cancellation request is received before food preparation has begun.
• Once food preparation has commenced, cancellations will not be accepted, and no refund will be issued.
• In most cases, food preparation begins within 5 to 15 minutes of order placement. We recommend contacting us immediately if you need to cancel.

8.2 Pre-Orders and Catering Orders

• Pre-orders and catering orders require a minimum of 24 hours' notice for cancellation to receive a full refund.
• Cancellations made between 12 and 24 hours before the scheduled order time may be subject to a 50% cancellation fee.
• Cancellations made less than 12 hours before the scheduled order time are non-refundable.

8.3 In-Person Orders

In-person orders placed at our counter cannot be canceled once they have been submitted to the kitchen. If an error occurs with your in-person order, please speak with a team member or manager immediately.

9. Exchange Policy

East Coast Wings does not offer traditional product exchanges as we deal in perishable food items. However, in cases where an order is incorrect or a food safety concern is identified, we will offer one of the following resolutions at our discretion:

• Replacement of the specific item(s) in question at no additional charge, subject to availability.
• Store credit of equivalent value to the affected items, applicable toward a future order.
• A full or partial monetary refund as outlined in Sections 5 and 7 of this policy.

Our goal is to make things right. A member of our team will work with you to identify the most appropriate resolution given the circumstances of your specific situation.

10. Dispute Resolution Process

If you are unsatisfied with our initial response to your refund request, you have the right to escalate the matter through the following process:

Step 1 — Internal Escalation

Contact our management team directly at [email protected] with the subject line: "Refund Dispute Escalation." Provide all prior correspondence and any additional evidence. A senior team member will review your case within 3 to 5 business days.

Step 2 — Third-Party Mediation

If the dispute remains unresolved after internal escalation, both parties agree to attempt resolution through a neutral third-party mediator before pursuing formal legal action. Mediation costs will be shared equally unless otherwise agreed upon.

Step 3 — Chargeback Through Your Bank

As a consumer, you may have the right to initiate a chargeback through your bank or credit card provider if you believe a charge was unauthorized or the goods were not delivered as promised. East Coast Wings complies with all bank and payment processor chargeback procedures as required by applicable financial regulations.

Step 4 — Consumer Protection Agencies

If you remain dissatisfied, you may file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov or your applicable state consumer protection office. California residents may also contact the California Department of Consumer Affairs.

11. Food Safety and Health Concerns

If you believe you have experienced a food safety issue, illness, or allergic reaction related to food from East Coast Wings, please:

• Seek appropriate medical attention immediately if required.
• Contact us at [email protected] as soon as possible with details of the incident.
• Retain any uneaten portions of the food and original packaging, if safe to do so, as these may be required for investigation purposes.
• Report the incident to your local health department if you believe there may be a broader public health concern.

East Coast Wings takes all food safety complaints extremely seriously. Such cases will be escalated immediately to our food safety compliance team and investigated thoroughly.

12. Modifications to This Policy

East Coast Wings reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be reflected by updating the "Last Updated" date at the top of this page. Continued use of our services after any such changes constitutes your acceptance of the revised policy. We encourage customers to review this page periodically to stay informed about our current refund practices.

13. Contact Information

For all refund requests, questions, or concerns related to this policy, please contact us using the details below: