Refund Policy

At East Coast Wings, your satisfaction is our top priority. We understand that sometimes orders do not meet your expectations, and we are committed to making things right. This Refund Policy outlines your rights, the conditions under which refunds or exchanges are granted, and the steps you need to follow to initiate a request. Please read this policy carefully before placing an order through our website at ec-wings.digital or at any of our locations.

By placing an order with East Coast Wings, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy in its entirety.

1. Our Commitment to Customer Satisfaction

East Coast Wings takes pride in delivering fresh, high-quality food prepared to order. We hold ourselves to a high standard of food preparation, packaging, and delivery. However, we recognize that issues can occasionally arise — whether related to food quality, incorrect orders, missing items, or delivery problems. This policy has been designed to address those situations fairly and transparently.

Our refund and resolution process is guided by applicable United States consumer protection laws, including the Federal Trade Commission (FTC) Act, which prohibits unfair or deceptive acts and practices in commerce. Where applicable, California residents may also have additional rights under the California Consumer Privacy Act (CCPA/CPRA).

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund if one or more of the following conditions are met:

• You received an item that is significantly different from what was described on the menu or online ordering platform.
• Your order contained a missing item or a missing component of a combo or meal package.
• The food received was spoiled, contaminated, or clearly unfit for consumption at the time of delivery or pickup.
• Your order was never delivered despite confirmation of placement and payment.
• You were charged an incorrect amount, including duplicate charges or unauthorized charges.
• Your order was significantly delayed beyond the estimated delivery or pickup time due to an error on our part, and you chose not to accept the order upon arrival.
• A confirmed allergen was present in the food that you had specifically requested be excluded, and this caused a documented adverse reaction.

3. Timeframes for Refund Requests

To ensure your refund request can be properly investigated, all requests must be submitted within the timeframes listed below:

Refund requests submitted outside of these timeframes may not be eligible for review. We strongly encourage all customers to inspect their orders upon receipt and contact us as soon as an issue is identified.

4. Non-Refundable Items and Situations

While we strive to accommodate all legitimate refund requests, certain items and circumstances are not eligible for refunds:

• Consumed food: Items that have been substantially consumed will not be eligible for a refund, except in cases of documented food safety concerns.
• Change of mind: Refunds will not be issued simply because you changed your mind after placing or receiving an order.
• Customization errors by the customer: If you selected incorrect options (such as spice level, sauce, toppings, or sides) during the ordering process, this is not eligible for a refund, unless the error occurred on our platform's end.
• Promotional or discounted items: Items purchased under a limited-time promotion, discount code, or voucher may not be eligible for a cash refund. Store credit may be offered in such cases.
• Delivery fees: Delivery fees are non-refundable once an order has been dispatched, except in cases where the order was never delivered due to our error.
• Tip amounts: Gratuity or tip amounts added at checkout are non-refundable.
• Gift cards and prepaid vouchers: Once purchased and activated, gift cards and prepaid vouchers are non-refundable and cannot be exchanged for cash.
• Catering deposits: Deposits paid for catering or large group orders are non-refundable if cancellation occurs within 24 hours of the scheduled service.

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

Follow the steps below to submit a refund request with East Coast Wings:

1. Step 1 — Gather Your Information: Before contacting us, make sure you have the following ready:
   • Your order number or confirmation email
   • The date and time of the order
   • A clear description of the issue
   • Photographs of the item(s) in question (if applicable)
   • Your preferred resolution (refund, exchange, or store credit)
2. Step 2 — Contact Us: Reach out to our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: ec-wings.digital
   Please use the subject line: "Refund Request – Order #[Your Order Number]"
3. Step 3 — Submit Your Evidence: Attach any photographs, screenshots, or additional documentation that supports your claim. The more information you provide, the faster we can process your request.
4. Step 4 — Await Confirmation: Our team will acknowledge your refund request within 1–2 business days. We may follow up with additional questions to verify the details of your complaint.
5. Step 5 — Resolution: Once our investigation is complete, we will notify you of the outcome and, if approved, initiate the refund, exchange, or store credit within the timeframes outlined in Section 6 below.

6. Refund Processing Times by Payment Method

If your refund is approved, the time it takes to receive your funds will depend on your original payment method. Please review the estimated processing times below:

7. Partial Refunds

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

• Only one or a few items in your order were incorrect or missing, rather than the entire order.
• The food quality issue affected only part of the order (e.g., one side item was incorrect, but the main entrée was satisfactory).
• A promotional discount was applied to the order, and the refund amount will reflect the discounted price paid.
• The order was partially consumed before the quality issue was discovered.
• A catering order was partially delivered or fulfilled, and only the undelivered portion qualifies for a refund.

The refund amount for partial refunds will be calculated based on the proportional value of the affected item(s) in relation to the total order cost, including applicable taxes.

8. Exchange Policy

East Coast Wings is happy to offer exchanges or order corrections in lieu of a monetary refund where feasible. An exchange may be offered under the following conditions:

• You received the wrong item(s) and are willing to accept a replacement.
• An item was prepared incorrectly (wrong sauce, wrong cooking method, etc.) and you prefer a corrected version.
• The exchange can be fulfilled at a nearby East Coast Wings location or through redelivery within a reasonable timeframe.

Please note that exchanges for food items are subject to availability and are not guaranteed in all cases. If an exchange is not possible, a refund or store credit will be offered as an alternative.

To request an exchange, please contact us using the same process outlined in Section 5. Exchanges must be requested within 24 hours of receiving the original order.

9. Cancellation Policy

We understand that plans can change. Here is our cancellation policy for various order types:

9.1 Standard Orders (Online or In-Store)

Once a standard food order has been confirmed and sent to our kitchen for preparation, it cannot be cancelled. This is because food preparation begins almost immediately upon order confirmation. If you need to make changes to your order, please contact us within 5 minutes of placing the order, and we will do our best to accommodate your request before preparation begins.

9.2 Scheduled or Pre-Ordered Meals

If you have scheduled an order for a future date and time, you may cancel your order with a full refund provided that the cancellation is made at least 2 hours before the scheduled preparation or pickup time.

9.3 Catering and Group Orders

Catering and large group orders require advanced planning and preparation. The following cancellation terms apply:

• More than 72 hours before the event: Full refund, including any deposit paid.
• Between 48 and 72 hours before the event: 50% refund of the total order value. The deposit is non-refundable.
• Less than 48 hours before the event: No refund will be issued. Store credit may be offered at management's discretion.

9.4 Subscription or Loyalty Membership Plans

If East Coast Wings offers any subscription-based service or loyalty membership with recurring billing, you may cancel your subscription at any time. Cancellations will take effect at the end of the current billing period, and no prorated refunds will be issued for unused portions of the subscription term.

10. Orders Placed Through Third-Party Platforms

If you placed your order through a third-party delivery or ordering platform such as DoorDash, Uber Eats, Grubhub, or similar services, please be aware of the following:

• Refunds for orders placed through third-party platforms are subject to the refund policies of those respective platforms.
• East Coast Wings does not have direct control over the refund processes of third-party platforms.
• We recommend contacting the platform's customer support directly for the fastest resolution.
• If you believe the issue originated with East Coast Wings (e.g., wrong item prepared), you may also contact us directly, and we will work with the platform to facilitate a resolution where possible.

11. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, or if a dispute arises in connection with this policy, we encourage you to follow the steps below:

11.1 Internal Escalation

If your initial refund request was denied or you believe the resolution offered was inadequate, you may escalate your complaint to our management team by emailing [email protected] with the subject line: "Escalated Dispute – Order #[Your Order Number]". Please include a detailed explanation of why you believe the initial decision was incorrect. Our management team will review your case and respond within 3–5 business days.

11.2 Chargeback Process

Customers who made a payment by credit or debit card have the right to contact their card issuer to initiate a chargeback if they believe they were charged incorrectly or fraudulently. However, we ask that you first contact us and allow us the opportunity to resolve the dispute before initiating a chargeback with your bank, as chargebacks can be a lengthy and complex process for both parties.

11.3 FTC and Consumer Protection Resources

As a United States-based business, East Coast Wings operates in compliance with the Federal Trade Commission (FTC) Act. If you believe your consumer rights have been violated, you have the right to file a complaint with the FTC at www.ftc.gov or with your state's Attorney General office.

11.4 Informal Mediation

For disputes that cannot be resolved through our internal escalation process, both parties agree to first attempt resolution through informal mediation before pursuing legal action. Either party may propose mediation in writing, and both parties will make a good-faith effort to resolve the dispute within 30 days of the mediation request.

12. Food Safety and Health Concerns

If you believe that food received from East Coast Wings caused a foodborne illness or adverse health reaction, please take the following steps immediately:

1. Seek appropriate medical attention if necessary.
2. Preserve any remaining food in a sealed container for potential testing.
3. Contact us immediately at [email protected] with details of your order, the symptoms experienced, and any medical documentation if available.
4. You may also report food safety concerns to your local health department or the U.S. Food and Drug Administration (FDA) at www.fda.gov.

East Coast Wings takes all food safety complaints extremely seriously and will cooperate fully with any health authority investigations. A full refund will be issued in all confirmed cases of food safety violations attributable to our preparation or handling.

13. Policy Updates

East Coast Wings reserves the right to modify, update, or amend this Refund Policy at any time without prior notice. Changes will become effective immediately upon posting to our website at ec-wings.digital. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage you to review this policy periodically to stay informed of any changes. Your continued use of our services after any changes are posted constitutes your acceptance of the updated policy.

14. Contact Information for Refund Requests

For all refund requests, complaints, questions, or concerns regarding this policy, please do not hesitate to contact us through the following channels:

This Refund Policy was last updated on June 12, 2026, and is effective for all orders placed on or after this date. This policy does not affect any statutory rights you may have under applicable federal or state law.