Refund Policy

Effective Date: July 2, 2026 | Last Updated: July 2, 2026

1. Introduction

At East Coast Wings, we are committed to providing our customers with high-quality food products and an outstanding dining experience. We understand that occasionally an order may not meet your expectations, and we have established this Refund Policy to address those situations fairly and transparently.

This Refund Policy applies to all purchases made through our website cafe-eastcoast.click, via phone orders, and in-person orders placed at our establishment. This policy is governed by applicable consumer protection laws in the United States, including the Federal Trade Commission (FTC) Act, and any applicable state-level regulations.

Our goal is to resolve every customer concern promptly and professionally. We encourage all customers to review this policy prior to placing an order so that expectations are clearly understood on both sides.

2. Eligibility Conditions for Refunds

East Coast Wings will consider refund requests under the following circumstances:

• Incorrect Order: You received an item or items that differ significantly from what you ordered.
• Missing Items: One or more items included in your order were not delivered or provided at the time of pickup.
• Food Quality Issues: The food received was spoiled, undercooked, overcooked, or otherwise unfit for consumption upon delivery or pickup.
• Allergen Concerns: The order contained an allergen that was clearly disclosed and requested to be excluded at the time of ordering, and the presence of that allergen can be reasonably verified.
• Failed Online Transactions: Your payment was processed but your order was never confirmed or prepared due to a technical or system error on our end.
• Duplicate Charges: You were charged more than once for the same order due to a payment processing error.

Refunds will only be considered when the request is made in good faith and with reasonable supporting information (such as a photo of the incorrect or substandard item). East Coast Wings reserves the right to assess each refund request on a case-by-case basis.

3. Timeframes for Refund Requests

To be eligible for a refund, customers must submit their request within the timeframes outlined below:

Refund requests submitted outside of these timeframes may not be honored. We strongly encourage customers to inspect their orders at the time of pickup or upon delivery and to report any issues immediately.

4. Non-Refundable Items and Services

The following items and circumstances are not eligible for a refund under this policy:

• Food items that have been partially or fully consumed, unless a genuine food safety concern is established.
• Orders where the customer simply changed their mind after the food has been prepared.
• Customized or special-request menu items that were prepared exactly as requested.
• Dissatisfaction with flavor, spice level, or personal taste preferences, where the item was prepared as described on the menu.
• Promotional or discounted items purchased through limited-time offers, unless the item is defective or incorrect.
• Delivery fees charged by third-party delivery platforms, as these are managed by those respective platforms and not by East Coast Wings directly.
• Tips and gratuities voluntarily added to an order.
• Gift cards or prepaid meal vouchers once redeemed.

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

To submit a refund request with East Coast Wings, please follow the steps below:

1. Step 1 – Gather Your Order Information: Locate your order confirmation number, the date and time of your order, the items ordered, and any receipt or payment confirmation you received.
2. Step 2 – Document the Issue: Take clear photographs or screenshots that illustrate the issue (e.g., incorrect item, missing food, poor food quality). Visual documentation significantly helps us process your request quickly.
3. Step 3 – Contact Us: Reach out to our customer support team using one of the following contact methods:
   • Email: [email protected]
   • Website: cafe-eastcoast.click
4. Step 4 – Provide Details: In your message or call, include your full name, order number, date of the order, the specific issue encountered, and attach any supporting photos or documentation.
5. Step 5 – Review and Response: Our team will acknowledge your request within 1–2 business days. We may follow up with additional questions to better understand your concern.
6. Step 6 – Resolution: Upon review, we will notify you of the outcome — whether a full refund, partial refund, store credit, or replacement is approved. If approved, we will initiate the refund or resolution promptly.

6. Refund Processing Times by Payment Method

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

Please note that while we process refunds promptly on our end, your financial institution may require additional time to post the credit to your account. East Coast Wings is not responsible for delays caused by your bank or payment processor once the refund has been initiated on our end.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Circumstances where partial refunds may apply include:

• Only a portion of your order was incorrect, missing, or below acceptable quality standards — a refund will be issued only for the affected item(s).
• The customer partially consumed a food item before identifying a quality concern — the refund amount may be adjusted proportionally.
• An order was cancelled after preparation had already begun — a partial refund may be issued depending on how much of the order was already prepared.
• A promotional discount was applied to an order containing both refundable and non-refundable items — the refund will reflect only the applicable items minus any proportional discount used.

The amount of a partial refund will be calculated by our team in a fair and transparent manner, and we will clearly communicate the breakdown to you when issuing the partial refund decision.

8. Exchange Policy

East Coast Wings offers order exchanges under the following conditions:

• If you received an incorrect item, we will gladly prepare and provide the correct item as quickly as possible, subject to availability.
• Exchange requests must be made immediately upon receiving the incorrect item — ideally before leaving the establishment or within 15 minutes of a delivery being received.
• Exchanges are available only for items that were prepared incorrectly or are clearly defective.
• We do not offer exchanges for items prepared correctly but disliked due to personal taste preferences.
• In cases where an exchange is not feasible (e.g., long distances for delivery orders), a refund or store credit will be offered as an alternative.

Our team will make every reasonable effort to correct your order and ensure you enjoy your East Coast Wings experience. Customer satisfaction is our highest priority.

9. Cancellation Policy

Orders placed with East Coast Wings enter our preparation process quickly to ensure freshness and timely service. As a result, our cancellation window is limited:

• Online and Phone Orders: Cancellations must be requested within 5 minutes of order confirmation. Once the kitchen has begun preparing your order, cancellations may not be possible, and a refund may not be issued.
• In-Person Orders: Cancellations for in-person orders must be requested before food preparation begins. Once your order is placed with the kitchen staff, it cannot be cancelled.
• Pre-Orders and Catering Orders: For large orders, catering bookings, or advance orders, cancellations must be submitted at least 24 hours prior to the scheduled order time to receive a full refund. Cancellations made within 24 hours of a catering order may be subject to a cancellation fee of up to 50% of the total order value to cover preparation and ingredient costs.

To cancel an order, please contact us immediately at [email protected] or by calling us directly. We will do our best to accommodate your request if the cancellation is within the allowed timeframe.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, East Coast Wings offers a structured dispute resolution process:

1. Step 1 – Escalate Internally: Contact our management team directly at [email protected] and clearly state that you wish to escalate your refund dispute. Include your original request details, the response you received, and the reason you are dissatisfied with the outcome.
2. Step 2 – Management Review: A senior member of our team will review your case within 3–5 business days and provide a final internal decision.
3. Step 3 – Chargeback Rights: If you paid by credit or debit card and you believe you have been incorrectly charged, you retain the right to dispute the charge with your card issuer or bank. Under the Fair Credit Billing Act (FCBA) in the United States, you may dispute billing errors with your credit card company.
4. Step 4 – FTC Complaint: If you believe East Coast Wings has engaged in unfair or deceptive business practices, you have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov.
5. Step 5 – State Consumer Protection: You may also contact your state's Attorney General office or consumer protection agency to report unresolved disputes.

East Coast Wings is committed to resolving all concerns fairly and in compliance with applicable U.S. consumer protection laws. We encourage customers to work with us directly before pursuing external dispute channels, as we are dedicated to finding mutually satisfactory resolutions.

11. Modifications to This Refund Policy

East Coast Wings reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website at cafe-eastcoast.click with an updated effective date. We encourage customers to review this policy periodically. Your continued use of our services following any posted changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, questions about this policy, or concerns regarding your order, please contact East Coast Wings using the information below: