Refund Policy

At East Coast Wings, we are committed to delivering an exceptional food experience to every customer. We understand that situations arise where a refund or order adjustment may be necessary. This Refund Policy outlines the terms, conditions, and procedures governing refund requests, cancellations, partial refunds, and dispute resolution in connection with orders placed through our website myeastcoast.click or any other authorized ordering channel.

Please read this policy carefully before placing an order. By completing a purchase through our platform, you agree to the terms set forth below. If you have any questions, our customer support team is always available to assist you.

1. General Refund Philosophy

East Coast Wings takes pride in the quality, freshness, and accuracy of every order we prepare. Our goal is to ensure complete customer satisfaction. However, due to the perishable nature of food products, our refund policy is structured to be fair while reflecting the operational realities of a food service business.

Refunds are evaluated on a case-by-case basis and are subject to the eligibility conditions outlined in this policy. We reserve the right to approve, partially approve, or deny refund requests based on our findings and the information provided by the customer.

2. Eligibility Conditions for Refunds

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

• Incorrect Order: You received items that do not match what you ordered (wrong items, wrong quantities, missing items).
• Poor Food Quality: The food received was spoiled, undercooked, overcooked, or otherwise not fit for consumption at the time of delivery or pickup.
• Allergic Reactions Due to Our Error: If you clearly specified an allergy or dietary restriction in your order and we failed to accommodate it, resulting in an adverse reaction.
• Non-Delivery: Your order was confirmed and charged but never delivered and cannot be located through our tracking or delivery partner.
• Duplicate Charge: You were charged more than once for a single order due to a technical or processing error.
• Order Cancellation Before Preparation: You successfully cancelled your order within the eligible cancellation window (see Section 8).

All refund requests must be submitted with sufficient supporting information, which may include photographs of the food received, a description of the issue, and your order confirmation number.

3. Timeframes for Refund Requests

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

4. Non-Refundable Items and Situations

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

• Orders that have been consumed or substantially consumed before a complaint is filed.
• Change of mind after the order has been confirmed and preparation has begun.
• Incorrect delivery address provided by the customer.
• Delayed delivery caused by circumstances beyond our control, including severe weather, traffic, third-party delivery partner delays, or natural disasters.
• Dissatisfaction based solely on personal taste preference, where the food was prepared according to the standard menu description.
• Promotional or discounted items unless the issue falls under a valid eligibility condition (Section 2).
• Gift cards, store credits, or promotional vouchers are non-refundable and non-transferable.
• Packaging fees, service fees, and delivery fees (unless the entire order is eligible for a full refund).
• Orders placed through unauthorized third-party platforms not officially partnered with East Coast Wings.
• Customization requests that were honored as submitted but did not meet the customer's expectations post-receipt.

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

Follow the steps below to submit a refund request:

1. Step 1 — Gather Your Information: Locate your order confirmation number, the date and time of your order, and the payment method used. Take clear photographs of any food items that are the subject of your complaint.
2. Step 2 — Contact Us: Reach out to our customer support team through one of the following channels:
   • Email: [email protected]
   • Website: myeastcoast.click
3. Step 3 — Provide Details: In your message, include the following:
   • Full name used to place the order
   • Order confirmation number
   • Date and time of the order
   • Description of the issue in detail
   • Photographs or supporting documentation (if applicable)
   • Your preferred resolution (refund, replacement, or store credit)
4. Step 4 — Await Confirmation: Our team will acknowledge your request within 1 business day and will begin the review process.
5. Step 5 — Review and Decision: We will review all submitted information and issue a decision within 3–5 business days. We may contact you for additional information during this period.
6. Step 6 — Resolution: If your request is approved, the refund, replacement, or store credit will be processed according to the timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

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

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued when:

• Only a portion of the order was affected by an error or quality issue.
• Some items in the order were missing while others were delivered correctly.
• A substitution was made for an out-of-stock item and the customer was not notified in advance.
• The customer accepted part of the order but had a valid complaint about a specific item.
• A discount, promotion, or coupon was applied to the order, and the refund is adjusted to reflect the actual amount paid for the affected item(s).

The amount of a partial refund will be calculated based on the individual item price(s) involved, minus any applicable discounts already applied to those items. Taxes and fees associated with refunded items will also be included in the partial refund calculation.

8. Cancellation Policy

We understand that plans can change. However, because food preparation begins shortly after an order is confirmed, our ability to accommodate cancellations is limited.

8.1 Cancellation Window

Orders may be cancelled for a full refund if the cancellation request is submitted within 5 minutes of order confirmation, provided the kitchen has not yet begun preparation.

8.2 Cancellations After Preparation Has Begun

Once the kitchen has begun preparing your order, cancellations are generally not accepted. In exceptional cases, a partial refund or store credit may be issued at management's discretion.

8.3 Cancellations for Scheduled/Pre-Orders

If you placed a scheduled or pre-order for a future date and time, you may cancel and receive a full refund if the cancellation is submitted at least 2 hours before the scheduled preparation time. Cancellations made within 2 hours of the scheduled time may not be eligible for a refund.

8.4 How to Cancel

To cancel an order, contact us immediately via email at [email protected] or through the order management section of our website at myeastcoast.click. Please include your order confirmation number to expedite the process.

9. Exchange Policy

Because our products are perishable food items, we do not offer traditional item-for-item exchanges in the same manner as a retail store. However, we do offer the following options in situations where a replacement is the appropriate resolution:

• Replacement Order: If your order was incorrect or significantly deficient in quality, we may offer to prepare and deliver a replacement order at no additional charge, subject to availability and operational feasibility.
• Store Credit: In lieu of a cash refund or replacement, we may offer store credit equivalent to the value of the affected item(s), which can be applied to a future order.
• Menu Substitution: If a specific menu item is unavailable, we may suggest an equivalent substitution. Customers are not obligated to accept a substitution and may request a refund for the unavailable item instead.

All exchange and replacement decisions are made at the discretion of our management team, taking into account the nature and severity of the issue and the customer's preferred resolution.

10. Dispute Resolution Process

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

10.1 Internal Escalation

If you believe your refund request was improperly denied or the resolution offered was inadequate, you may request a secondary review by contacting our management team directly at [email protected] with the subject line: "Refund Dispute — Secondary Review Request." Please include all previous correspondence and any additional supporting information.

Our management team will respond to escalated disputes within 5 business days.

10.2 Chargeback Notices

We encourage customers to contact us before initiating a chargeback with their bank or credit card provider. We are often able to resolve disputes more quickly through direct communication. If a chargeback is initiated, we reserve the right to provide transaction records, correspondence, and other relevant documentation to the financial institution as part of our response.

10.3 Consumer Protection Resources

If you are located in the United States and believe your consumer rights have been violated, you may file a complaint with the following agencies:

• Federal Trade Commission (FTC): www.ftc.gov — The FTC protects consumers against unfair or deceptive business practices under the FTC Act.
• Consumer Financial Protection Bureau (CFPB): www.consumerfinance.gov — For disputes related to payment processing or financial transactions.
• Your State Attorney General's Office: Each state has its own consumer protection division. You may file a complaint with the attorney general's office in your state of residence.
• Better Business Bureau (BBB): www.bbb.org — For general business conduct complaints.

10.4 Governing Law

This Refund Policy and any disputes arising from it shall be governed by and construed in accordance with the laws of the United States and the applicable state laws where East Coast Wings operates. Consumer protection laws, including those enforced by the FTC, apply to all transactions conducted through myeastcoast.click.

11. Modifications to This Policy

East Coast Wings reserves the right to update, modify, or revise this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website at myeastcoast.click. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically to stay informed of any changes.

Your continued use of our website and services following any modification constitutes your acceptance of the updated policy.

12. Contact Information for Refund Requests

For all refund requests, cancellations, exchanges, or billing inquiries, please reach out to our customer support team using the contact details below. We strive to respond to all inquiries promptly and professionally.

This Refund Policy was last updated on July 18, 2026, and applies to all orders placed through myeastcoast.click and associated ordering channels operated by East Coast Wings.