Refund Policy

Last Updated: June 24, 2026

1. Overview

At East Coast Wings, customer satisfaction is at the heart of everything we do. We take pride in preparing high-quality food and delivering it fresh, hot, and exactly as ordered. However, we understand that occasionally issues may arise — an incorrect item, a quality concern, or an unexpected cancellation. This Refund Policy explains your rights and our obligations regarding refunds, exchanges, and cancellations for all orders placed through eastcoast-food.click.

This policy is governed by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, and relevant state laws. We are committed to handling all refund and dispute requests fairly and transparently.

2. Eligibility Conditions for Refunds

Not all situations automatically qualify for a full or partial refund. To be considered eligible for a refund, your request must meet one or more of the following conditions:

• Incorrect Order: You received items that were different from what you ordered. For example, you ordered boneless wings but received bone-in wings, or you received the wrong sauce flavor.
• 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 undercooked, overcooked, spoiled, or otherwise unfit for consumption at the time of delivery or pickup.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.
• Order Not Delivered: You paid for a delivery order that was never received, and our records confirm non-delivery.
• Allergic Reaction Risk: Your order contained an allergen that you specifically requested be excluded, and you have documentation or clear evidence of this discrepancy.
• Significant Delay: Your order arrived significantly later than the estimated delivery window, rendering the food unsatisfactory in quality or temperature.

Refund eligibility is determined on a case-by-case basis by our customer support team. We reserve the right to request photographic evidence, order receipts, or other supporting information before approving any refund.

3. Timeframes for Refund Requests

To ensure prompt resolution, refund requests must be submitted within the following timeframes:

Requests submitted outside these timeframes may not qualify for a refund. We strongly encourage customers to inspect their orders immediately upon receipt and contact us without delay if a problem is discovered.

4. Non-Refundable Items and Situations

Certain items and circumstances are explicitly excluded from our refund policy. Refunds will not be issued in the following situations:

• Change of Mind: You decided you no longer want the food after the order has been prepared or is in transit.
• Incorrect Address Provided: The order was not delivered because you provided an incorrect or incomplete delivery address.
• Customer Unavailability: The delivery driver was unable to complete delivery because no one was available to accept the order at the designated location.
• Order Consumed: Refunds will not be issued for items that have been substantially consumed, unless the complaint pertains to a genuine food safety issue.
• Customization Dissatisfaction: If you requested a specific customization (extra spicy, specific sauce, etc.) and the food was prepared as requested but you are simply unhappy with the taste.
• Third-Party Delivery Issues: If your order was placed through a third-party delivery platform (e.g., DoorDash, Uber Eats), refund requests must be directed to that platform's support team, as East Coast Wings is not responsible for third-party delivery service issues.
• Promotional or Discounted Items: Items purchased using special promotions, coupons, or deep discounts may not be eligible for refunds unless there is a confirmed quality or safety issue.
• Late Requests: Any refund request submitted after the applicable deadline stated in Section 3.

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

If you believe your situation qualifies for a refund, follow these steps to submit your request:

1. Step 1 — Document the Issue: Take clear photographs of the incorrect, missing, or unsatisfactory items. If the issue is a billing error, screenshot your payment confirmation and bank statement.
2. Step 2 — Contact Our Support Team: Reach out to us via email at [email protected] or visit our website at eastcoast-food.click to use our contact form.
3. Step 3 — Provide Required Information: In your message, include the following details:
   • Your full name
   • Order number or confirmation code
   • Date and time the order was placed
   • Description of the issue
   • Photographic evidence (where applicable)
   • Your preferred refund method (original payment method or store credit)
4. Step 4 — Await Confirmation: Our customer support team will acknowledge your request within 1 business day and begin reviewing your claim.
5. Step 5 — Review and Decision: We will evaluate your claim based on our eligibility criteria. You will receive a final decision within 3–5 business days of submission.
6. Step 6 — Refund Issued: If your refund is approved, it will be processed according to the timelines described in Section 6 below.

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:

Please note that while we process refunds promptly on our end, your bank or payment provider may require additional time to post the funds to your account. East Coast Wings is not responsible for delays caused by financial institutions. If your refund has not appeared within the timeframe listed above, please contact your bank before reaching out to us.

7. Partial Refunds

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

• Only one or a few items in a multi-item order were incorrect or unsatisfactory.
• The food quality was partially acceptable — for example, the wings were fine but the side order was wrong.
• A delivery delay affected the quality of only part of the order.
• You accepted a portion of the order and returned or refused the remainder at the point of delivery (in applicable scenarios).
• A promotional discount was applied to the original order, affecting the refundable amount.

The amount of a partial refund will be determined fairly by our customer support team based on the value of the affected items and the nature of the issue. We will communicate the proposed refund amount to you before processing, and you will have the opportunity to accept or dispute it.

8. Exchange Policy

Due to the perishable nature of food products, traditional item-for-item exchanges are generally not feasible for delivery orders. However, East Coast Wings offers the following alternatives:

• Replacement Order: If you received an incorrect item and notify us within the required timeframe, we may, at our discretion, prepare and deliver a replacement item at no additional charge, subject to availability and location.
• Store Credit: Instead of a cash refund, we may offer store credit of equal or greater value that can be applied to your next order on eastcoast-food.click.
• In-Store Exchange: For customers who placed pickup orders, you may return to our location and speak with a manager to arrange an on-the-spot replacement, subject to availability.

Exchanges and replacements are offered as a gesture of goodwill and are subject to manager approval. Abuse of our exchange policy — including repeated unfounded claims — may result in restrictions on future refund or exchange eligibility.

9. Cancellation Policy

We begin preparing your food shortly after your order is confirmed. For this reason, our cancellation window is very limited:

9.1 Orders Placed Through eastcoast-food.click

• Cancellation within 5 minutes: If you cancel your order within 5 minutes of placing it, and food preparation has not yet begun, you are entitled to a full refund.
• Cancellation after 5 minutes: Once preparation has begun, cancellations will not be accepted, and no refund will be issued.
• Scheduled Orders: If you placed a scheduled or future order, you may cancel without penalty up to 30 minutes before the scheduled pickup or delivery time.

9.2 How to Cancel

To cancel an order, contact us immediately via email at [email protected]. Please include your order number and state "ORDER CANCELLATION" in the subject line to ensure the fastest possible response. We cannot guarantee that cancellation requests will be honored after the applicable window has passed.

9.3 East Coast Wings-Initiated Cancellations

On rare occasions, we may need to cancel your order due to circumstances beyond our control, including ingredient unavailability, extreme weather conditions, or system errors. In such cases, you will receive a full refund to your original payment method and a notification explaining the cancellation.

10. Dispute Resolution Process

If you are unsatisfied with the outcome of your refund request, East Coast Wings provides the following dispute resolution process:

10.1 Internal Escalation

You may request that your case be escalated to a senior customer service representative or manager. To do so, reply to the original email communication regarding your refund and include "ESCALATION REQUEST" in the subject line. A senior team member will review your case independently and respond within 5 business days.

10.2 Chargeback Rights

Under applicable U.S. law and the terms of major card networks (Visa, MasterCard, American Express), you have the right to dispute a charge with your credit or debit card issuer if you believe it was unauthorized or if goods/services were not delivered as described. We encourage customers to contact us directly first, as chargebacks can create unnecessary delays. However, we fully acknowledge your legal right to initiate a chargeback dispute with your financial institution.

10.3 FTC and Consumer Protection Agencies

If you believe your consumer rights have been violated, you may file a complaint with the Federal Trade Commission (FTC) at ftc.gov or contact your state's Attorney General office or consumer protection agency.

10.4 Informal Mediation

For disputes that cannot be resolved through our internal escalation process, both parties agree to first attempt resolution through good-faith informal mediation before pursuing formal legal action. All disputes shall be governed by the laws of the United States of America and the applicable state law of the state in which East Coast Wings operates.

11. Fraud Prevention

East Coast Wings takes fraudulent refund claims seriously. We monitor refund requests for patterns of abuse, including but not limited to:

• Repeatedly claiming non-delivery despite confirmed delivery records.
• Requesting refunds for items claimed as missing when order records indicate fulfillment.
• Submitting fabricated or manipulated photographic evidence.

If fraud is suspected, we reserve the right to deny the refund request, restrict future orders from the associated account, and where appropriate, refer the matter to relevant authorities. Our fraud prevention measures are in place to protect all legitimate customers and the integrity of our service.

12. Policy Updates

East Coast Wings reserves the right to modify or update this Refund Policy at any time. Changes will be effective immediately upon posting to eastcoast-food.click. The date at the top of this page will reflect the most recent update. We encourage customers to review this policy periodically. Continued use of our website and services after any changes constitutes acceptance of the updated policy.

13. Contact Information for Refund Requests

For all refund inquiries, cancellations, or concerns, please contact our customer support team using the details below. We are committed to responding to all queries promptly and professionally.