Refund Policy

At East Coast Wings, customer satisfaction is at the heart of everything we do. We understand that occasionally an order may not meet your expectations, and we are committed to making things right. Please read this Refund Policy carefully to understand your rights, our obligations, and the process for requesting a refund or exchange.

This policy applies to all orders placed through our website ec-wings.rest, by phone, or in person 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 Quality

East Coast Wings takes pride in preparing fresh, high-quality food for every customer. Each order is prepared with care using quality ingredients. However, we recognize that errors can occur, and we have established this policy to ensure that any issues are resolved quickly, fairly, and professionally.

Our refund and exchange policy is designed to be straightforward and transparent. We encourage all customers to contact us promptly if they experience any issues with their order so we can resolve concerns in a timely manner.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• ✅ You received the wrong items that you did not order.
• ✅ Your order was significantly incorrect or incomplete (missing items).
• ✅ The food quality was clearly substandard, spoiled, or unsafe for consumption upon delivery or pickup.
• ✅ Your order was never delivered or was significantly delayed beyond the estimated time with no resolution offered.
• ✅ You were charged incorrectly or experienced a duplicate charge on your payment method.
• ✅ An allergen was present in your food despite a clearly communicated allergy restriction at the time of ordering.

3. Timeframes for Refund Requests

To ensure we can properly investigate and resolve your concern, refund requests must be submitted within the following timeframes:

Requests submitted outside of these timeframes may not be eligible for a refund. We encourage customers to inspect their orders promptly upon receipt and contact us immediately if there is an issue.

4. Non-Refundable Items and Situations

The following are generally not eligible for refunds:

• ❌ Orders that have already been consumed in full, where the complaint is based solely on personal taste or preference.
• ❌ Customization requests (such as specific sauce levels or toppings) that were not clearly communicated at the time of ordering.
• ❌ Complementary or promotional items provided at no cost.
• ❌ Refund requests submitted beyond the eligible timeframes listed above.
• ❌ Delivery delays caused by factors outside our control, including extreme weather, traffic, or third-party delivery service errors.
• ❌ Orders where the customer provided an incorrect delivery address.
• ❌ Gift cards, vouchers, or promotional codes are non-refundable once redeemed.

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 request is processed as quickly as possible:

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account depends on your payment method:

Please note that processing times may vary depending on your financial institution. East Coast Wings is not responsible for delays caused by your bank or payment processor after we have initiated the refund on our end.

7. Partial Refunds

In some situations, a partial refund may be the most appropriate resolution. Partial refunds may be issued under the following conditions:

• Only a portion of your order was incorrect or missing (e.g., one item out of several was wrong).
• Part of the order was consumed before the issue was discovered.
• The complaint relates to one specific element of a combo or bundle order.
• Delivery was delayed, but the order was ultimately received and accepted by the customer.

The amount of a partial refund will be calculated based on the price of the affected item(s) as listed on your original order receipt or confirmation. East Coast Wings will communicate the partial refund amount to you before processing.

8. Exchange Policy

East Coast Wings is pleased to offer order exchanges in the following circumstances:

• You received the wrong item and would prefer a replacement rather than a refund.
• An item was missing from your order and you would like it delivered or made available for pickup.
• A food quality issue occurred and you would like the item remade and provided fresh.

To request an exchange, please contact us within the applicable timeframe listed in Section 3 of this policy. Exchanges are subject to product availability. If the original item is no longer available, we will offer an equivalent substitute or a full refund for that item.

Please note that exchanges are only available for orders placed directly through ec-wings.rest or in-store. Orders placed through third-party delivery platforms (such as DoorDash, Uber Eats, or Grubhub) must follow the exchange and refund policies of those respective platforms.

9. Cancellation Policy

We understand that plans can change. Below is our cancellation policy for orders placed with East Coast Wings:

9.1 Online and Phone Orders

Because our food is freshly prepared, we have a very limited window for cancellations:

• Within 5 minutes of placing the order: You may cancel your order for a full refund. Please call us or email us immediately if you need to cancel.
• After 5 minutes: Once food preparation has begun, cancellations are generally not accepted. However, we will review cancellation requests on a case-by-case basis at our discretion.

9.2 Catering and Large Group Orders

For catering orders or large group orders (typically 10 or more people), the following cancellation terms apply:

To cancel a catering or large group order, please email us at [email protected] as soon as possible, referencing your order number and the scheduled date.

10. Third-Party Delivery Platform Orders

If your order was placed through a third-party delivery platform (such as DoorDash, Uber Eats, Grubhub, or similar services), your refund and cancellation request must be directed to that platform, as payment is processed through their system. East Coast Wings does not have access to your payment information for third-party platform orders and cannot issue refunds directly in those cases.

However, if you have a quality concern about the food itself, we encourage you to contact us directly at [email protected] so we can address the issue on our end.

11. Dispute Resolution Process

East Coast Wings is committed to resolving all customer concerns amicably and efficiently. If you are not satisfied with the outcome of your refund request, you may escalate your concern through the following process:

11.1 Internal Escalation

If you feel your refund request was not handled appropriately, please request to speak with a manager or supervisor. You may do this by:

• Emailing [email protected] with the subject line: "Refund Dispute — Escalation Request"
• Providing your original order details and a description of why you believe the initial decision was incorrect

We will review all escalated disputes within 3–5 business days and provide a final written response.

11.2 Consumer Protection Resources

If you remain unsatisfied after our internal escalation process, you may have the right to file a complaint with consumer protection authorities. As a business operating in the United States, the following resources may be available to you:

• Federal Trade Commission (FTC): reportfraud.ftc.gov — for unfair or deceptive business practices under the FTC Act.
• State Attorney General's Office: Your state's Attorney General may handle consumer protection complaints related to food service businesses.
• Better Business Bureau (BBB): www.bbb.org — for mediation of consumer disputes.

11.3 Chargebacks

We encourage customers to contact us directly before initiating a chargeback with their bank or credit card provider. We are committed to resolving issues promptly and professionally. Chargebacks initiated without first contacting East Coast Wings may complicate the resolution process and are subject to investigation.

12. Food Safety and Allergy Disclaimer

If you or someone in your group has a severe food allergy and believe you received food that contained an undisclosed allergen, please:

1. Seek medical attention immediately if you are experiencing a severe reaction.
2. Contact us at [email protected] to report the incident as soon as possible.
3. Retain the food packaging and any remaining food for potential investigation.

We take food allergy concerns extremely seriously. Reports of allergen-related issues will be escalated to our kitchen management team immediately and investigated thoroughly. Refunds related to confirmed allergen incidents will be processed promptly.

13. 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 an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following any changes constitutes acceptance of the updated policy.

14. Contact Information for Refund Requests

If you have any questions about this Refund Policy or would like to submit a refund request, please do not hesitate to contact us. Our customer service team is ready to assist you.

This Refund Policy was last updated on June 12, 2026. It is governed by applicable United States federal consumer protection laws, including the Federal Trade Commission Act (FTC Act), as well as applicable state consumer protection statutes. East Coast Wings is committed to fair and transparent business practices in all customer interactions.