Refund Policy

At East Coast Wings, we are committed to ensuring that every customer has a satisfying dining experience. We understand that occasionally issues may arise with your order, and we want to make sure any concerns are addressed fairly and promptly. Please read this Refund Policy carefully to understand your rights and our procedures regarding refunds, cancellations, and exchanges.

This policy applies to all orders placed through our website at ecwingsnow.rest, via telephone, or directly at our location. By placing an order with East Coast Wings, you agree to the terms outlined in this Refund Policy.

1. Our Commitment to Customer Satisfaction

East Coast Wings takes great pride in the quality of our food and service. We prepare all orders with fresh ingredients and strive to meet your expectations every time. However, we recognize that mistakes can happen — whether it is an incorrect order, a food quality issue, or a delivery problem. In such cases, we are here to help and will work with you to find an appropriate resolution.

Our refund and return policy is guided by applicable United States consumer protection laws, including regulations enforced by the Federal Trade Commission (FTC) under the FTC Act, as well as any applicable state-level consumer protection statutes.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Incorrect Order: You received items that were different from what you ordered and paid for.
• Missing Items: Part of your order was not included in your delivery or pickup bag.
• Food Quality Issue: The food was spoiled, undercooked, overcooked, or otherwise not prepared to an acceptable standard.
• Allergen Concern: An item contained an allergen that was clearly disclosed at the time of ordering and should not have been included.
• Duplicate Charge: You were charged more than once for the same order due to a technical or processing error.
• Order Never Received: A delivery order was confirmed but never arrived, and a reasonable amount of time has passed.

3. Timeframes for Refund Requests

To ensure your refund request is considered, you must contact us within the following timeframes:

Requests submitted after the applicable timeframe may not be eligible for a refund. We encourage customers to inspect their orders promptly upon receipt.

4. Non-Refundable Items and Situations

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

• Food items that have been substantially consumed (more than 50% eaten) before a complaint is reported.
• Orders where the customer provided an incorrect delivery address or pickup instructions.
• Dissatisfaction based solely on personal taste preferences that do not reflect a quality defect or preparation error.
• Promotional or complimentary items provided free of charge.
• Orders that were correctly prepared but refused at pickup or delivery without a valid reason.
• Requests made after the applicable reporting timeframe has passed.
• Customized orders where specific instructions were followed correctly but the customer changed their mind after preparation began.
• Catering orders canceled less than 48 hours before the scheduled service time (see Cancellation Policy below).

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

If you believe you are eligible for a refund, please follow these steps to submit your request:

1. Step 1 — Gather Your Information: Have your order number, date of purchase, the items in question, and any relevant photographs ready before contacting us.
2. Step 2 — Contact Us: Reach out to our customer service team via email at [email protected] or by visiting our website at ecwingsnow.rest. You may also contact us directly at our location.
3. Step 3 — Describe the Issue: Clearly explain the problem with your order. Include your order number, the specific items affected, and a description of the issue. If applicable, attach photographs to support your claim.
4. Step 4 — Review Process: Our customer service team will review your request and may follow up with additional questions. We aim to respond to all refund requests within 1–2 business days.
5. Step 5 — Resolution: Once your request has been reviewed and approved, we will notify you of the decision and the type of resolution offered (refund, partial refund, store credit, or replacement).
6. Step 6 — Refund Issuance: If approved, the refund will be processed according to the payment method used for the original transaction (see Section 6 below).

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method used:

7. Partial Refunds

In some situations, a partial refund may be offered rather than a full refund. This may apply when:

• Only specific items in an order were affected, and others were received correctly and in satisfactory condition.
• A portion of the food was consumed before the issue was reported.
• The issue was a result of both a preparation error and incorrect instructions provided by the customer.
• A delivery delay occurred but the food was ultimately delivered and was of acceptable quality.

The amount of a partial refund will be determined based on the value of the affected items relative to the total order amount. Our team will clearly communicate the partial refund amount at the time of resolution.

8. Exchange Policy

In many cases, rather than issuing a monetary refund, East Coast Wings may offer to replace your order or provide a substitute item of equal or greater value. Exchanges or replacements are subject to the following conditions:

• The original issue must qualify under our refund eligibility criteria (Section 2).
• The replacement must be requested within the applicable reporting timeframe.
• Replacements are prepared and made available for pickup or redelivery as soon as reasonably possible, typically within the same business day if reported promptly.
• Customers who accept a replacement order are not also entitled to a monetary refund for the same issue unless the replacement also fails to meet quality standards.

We believe that in most cases, a fresh replacement order is the fastest and most satisfying resolution. However, we will always work with you to determine the best outcome for your individual situation.

9. Cancellation Policy

We understand that plans change. Below is our cancellation policy based on order type:

9.1 Standard Orders (Dine-In, Pickup, and Delivery)

• Cancellation before preparation begins: Full refund issued. Please contact us as soon as possible after placing your order.
• Cancellation after preparation has begun: No refund will be issued, as food preparation involves perishable ingredients and labor costs.
• Cancellation after order is out for delivery: No refund will be issued once the order has been dispatched to the delivery driver.

9.2 Catering and Large Group Orders

Catering orders require advance planning and dedicated resources. The following cancellation terms apply:

All catering cancellations must be communicated in writing to [email protected] to be valid. Verbal cancellations will not be accepted for catering orders.

10. Dispute Resolution Process

If you are not satisfied with the resolution provided by our customer service team, you have the right to escalate your concern. We are committed to resolving disputes fairly and efficiently.

10.1 Internal Escalation

If your initial refund request has been denied or you disagree with the outcome, you may request escalation to a senior member of our management team by emailing [email protected] with the subject line "Refund Escalation Request." Please include your original case reference number and a detailed explanation of your concern. We will respond within 3–5 business days.

10.2 Chargeback Rights

Under United States federal law and regulations enforced by the FTC, you retain the right to dispute a charge with your bank or credit card issuer if you believe you have been charged incorrectly or did not receive the goods or services paid for. We encourage customers to contact us first, as chargebacks can take significantly longer to resolve than our internal process.

10.3 Consumer Protection Resources

If you believe your consumer rights have been violated and our internal process has not resolved your concern, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov
• Your State Attorney General's Office — Consumer Protection Division
• Better Business Bureau (BBB): www.bbb.org

11. Third-Party Delivery Platforms

If your order was placed through a third-party delivery service (such as DoorDash, Uber Eats, Grubhub, or similar platforms), please be aware that the refund and cancellation policies of those platforms may differ from ours. In such cases:

• You should contact the third-party platform directly to initiate a refund request.
• East Coast Wings is not responsible for refunds processed through third-party platforms and cannot guarantee outcomes from their internal review processes.
• We encourage you to review the refund policies of any third-party service before placing an order through their platform.

12. Changes to This Refund Policy

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

13. Contact Information for Refund Requests

For all refund-related inquiries, cancellations, or concerns, please contact our customer service team using the details below. We are here to help and aim to resolve all issues as quickly as possible.

This Refund Policy was last reviewed and updated on June 24, 2026. If you have any questions about this policy, please do not hesitate to contact us at [email protected].