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. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are granted, and explains how to submit a request clearly and efficiently.

Please read this policy carefully before placing an order. By completing a purchase through our website ec-wings.click or any of our authorized ordering channels, you agree to the terms described below.

1. Eligibility Conditions for Refunds

We want every guest to enjoy a satisfying experience. Refunds may be issued under the following circumstances:

• Incorrect Order: You received an item that is different from what you ordered (wrong flavor, wrong protein, wrong side dish, etc.).
• Missing Items: One or more items paid for were not included in your order or delivery.
• Food Quality Issues: The food was undercooked, overcooked, or otherwise failed to meet a reasonable standard of quality.
• Allergic Reactions Due to Incorrect Preparation: If you specified a dietary restriction or allergy at the time of ordering and the food was prepared without honoring that restriction, you may be eligible for a full refund.
• Delivery Issues: Your order was significantly delayed beyond the estimated delivery window, arrived in an unacceptable condition, or was not delivered at all.
• Duplicate Charges: Your payment method was charged more than once for the same order due to a technical error.

To be eligible for a refund, all requests must be submitted within the timeframes specified in Section 2 below. Refund eligibility is assessed on a case-by-case basis, and we reserve the right to request supporting evidence such as photographs or order confirmation numbers.

2. Timeframes for Refund Requests

Timely reporting is essential when dealing with food-related concerns. The following timeframes apply:

Refund requests submitted outside of these windows may not be honored. We strongly encourage customers to inspect their orders upon receipt and report any issues immediately.

3. Non-Refundable Items and Situations

While we strive to be fair and flexible, certain items and situations are not eligible for refunds:

• Change of Mind: Orders that have already been prepared cannot be refunded simply because you changed your mind after placing the order.
• Fully Consumed Orders: If you have consumed the majority of your order and then report a quality issue, a refund will generally not be issued unless supported by clear evidence of a genuine problem.
• Customer-Specified Customizations: Items prepared exactly as instructed by the customer (including specific sauces, spice levels, or modifications) are not eligible for a refund due to dissatisfaction with those specific customizations.
• Promotional and Complimentary Items: Free items, promotional bonuses, and complimentary add-ons cannot be refunded.
• Catering and Group Orders (once preparation has begun): Due to the volume and advance preparation involved, catering orders that are already in production are non-refundable except under exceptional circumstances.
• Digital Gift Cards and Vouchers: Once purchased and delivered electronically, digital gift cards and vouchers are non-refundable.
• Delivery Fees: Delivery fees are generally non-refundable unless the non-delivery was due to our error.

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

Submitting a refund request is simple. Please follow the steps below to ensure your request is processed as quickly as possible:

1. Gather Your Information: Before contacting us, have the following ready:
   • Your full name and contact information
   • Your order number or confirmation email
   • The date and time of your order
   • A clear description of the issue
   • Photographs or screenshots (if applicable and available)
2. Contact Us: Reach our customer support team using any of the following methods:
   • Email: [email protected]
   • Website: ec-wings.click
3. Submit Your Request: Clearly state that you are requesting a refund, describe the issue in detail, and attach any relevant photographs or documentation. Use the subject line: "Refund Request – Order #[Your Order Number]".
4. Await Confirmation: Our team will send you an acknowledgment email within 1 business day confirming receipt of your request.
5. Review Process: We will review your request and may follow up with additional questions. A decision will be communicated to you within 3–5 business days.
6. Resolution: If your refund is approved, you will receive instructions on how and when the refund will be processed based on your original payment method.

5. Refund Processing Times by Payment Method

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

6. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be offered in the following situations:

• Only some items in your order were affected by the issue (e.g., one sauce was incorrect out of a larger order).
• The food quality concern applied to a portion of the order rather than the entire meal.
• A promotional discount or coupon was applied to the order, and the refund will reflect the discounted amount paid rather than the original price.
• The customer received partial compensation in another form (e.g., a complimentary item at the time of service), and a remaining partial refund is still owed.

The amount of a partial refund will be calculated based on the price of the affected items and any applicable taxes. Our team will clearly communicate the refund amount and rationale when issuing a partial refund decision.

7. Exchange Policy

Due to the perishable nature of food, traditional product exchanges are not always possible. However, we offer the following alternatives:

• Item Replacement: If you received an incorrect item, we will prioritize sending or preparing the correct item at no additional charge, provided you are within a reasonable distance and the replacement can be made promptly.
• Store Credit: In cases where a replacement is not feasible (e.g., due to distance, time constraints, or preparation limitations), we will issue store credit equivalent to the value of the affected item(s). Store credit can be applied to your next order.
• Sauce or Side Replacements: If a wrong sauce or side was included in your order, we may offer to correct this on your next visit or order as a courtesy replacement.

To request an exchange or replacement, please follow the same contact process outlined in Section 4 above and specify that you prefer a replacement over a monetary refund.

8. Cancellation Policy

We understand that plans change. However, because we begin preparing food orders promptly after confirmation, our cancellation window is limited.

8.1 Online and Phone Orders

• Cancellations made within 5 minutes of placing the order will be honored in full, and a complete refund will be issued.
• Cancellations made after 5 minutes may not be honored if food preparation has already begun. In such cases, a store credit may be offered at our discretion.

8.2 Catering and Large Group Orders

• Catering orders canceled more than 48 hours before the scheduled event date will receive a full refund.
• Catering orders canceled 24–48 hours before the event will receive a 50% refund.
• Catering orders canceled less than 24 hours before the event are non-refundable, as ingredients and preparation have already been committed.

8.3 How to Cancel an Order

To cancel an order, contact us immediately at [email protected] or through our website at ec-wings.click. Please include your order number and the reason for cancellation. Phone cancellations (if a phone number becomes available) should be followed up with a written email for record-keeping purposes.

9. Dispute Resolution Process

If you believe your refund request was unfairly denied, or if you have a billing dispute, we encourage you to work through the following process before pursuing external remedies:

9.1 Internal Escalation

1. Contact our customer support team at [email protected] and request that your case be escalated to a senior manager or supervisor.
2. Provide all documentation related to your original complaint and any prior correspondence.
3. Our management team will review your case and respond within 5 business days with a final decision.

9.2 Chargeback and Payment Processor Disputes

If you are unsatisfied with our resolution and believe you have been incorrectly charged, you have the right to dispute the charge with your credit card company or payment processor. Under the Fair Credit Billing Act (FCBA) and applicable consumer protection standards enforced by the Federal Trade Commission (FTC), you may be entitled to protections when disputing unauthorized or erroneous charges.

We ask that you exhaust our internal resolution process before initiating a chargeback, as chargebacks can be disruptive and time-consuming for both parties. However, we fully respect your rights as a consumer.

9.3 State Consumer Protection

As a business operating in the United States, East Coast Wings adheres to applicable federal and state consumer protection laws, including FTC Act regulations governing unfair or deceptive practices. Customers in certain states may have additional rights under their respective state consumer protection statutes.

10. Policy Modifications

East Coast Wings reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be effective immediately upon posting to our website at ec-wings.click. We encourage you to review this page periodically to stay informed about our current policies. Continued use of our services after any modifications constitutes your acceptance of the updated terms.

11. Contact Information for Refund Requests

If you have any questions, concerns, or wish to submit a refund request, please do not hesitate to reach out to our customer support team. We are committed to responding promptly and resolving your concern as quickly as possible.

This Refund Policy was last updated on June 12, 2026, and applies to all orders placed through ec-wings.click and associated ordering platforms. East Coast Wings reserves the right to make final decisions on all refund matters in accordance with this policy and applicable law.