Refund Policy

1. Overview

At Wing Snob, we are committed to providing our customers with the highest quality food and exceptional service. We understand that occasionally issues may arise with your order, and we want to ensure your complete satisfaction with every purchase.

This refund policy outlines the circumstances under which refunds may be issued and the process for requesting them. Our goal is to resolve any concerns quickly and fairly while maintaining the quality and integrity of our food service operations.

2. Refund Eligibility

To be eligible for a refund, your request must meet the following criteria:

Timeframe Requirements

• Refund requests must be submitted within 24 hours of order pickup or delivery
• For dine-in orders, concerns must be raised during your visit or within 2 hours of leaving our restaurant
• Catering orders must be reported within 4 hours of the scheduled delivery time

Required Documentation

• Valid proof of purchase (receipt, order confirmation, or transaction ID)
• Clear description of the issue or reason for refund request
• Photos of the product if claiming quality issues or damage
• Contact information for follow-up communication

Valid Reasons for Refunds

• Food quality issues (undercooked, overcooked, or spoiled items)
• Incorrect order fulfillment (wrong items, missing items, or dietary restrictions not followed)
• Delivery delays exceeding 2 hours from estimated time
• Food safety concerns or contamination
• Service failures that significantly impact your dining experience

3. Non-Refundable Items and Services

The following items and circumstances are not eligible for refunds:

• Consumed Food: Items that have been substantially consumed (more than 25% eaten)
• Custom Orders: Specially prepared items made to customer specifications
• Promotional Items: Free items, samples, or promotional products
• Gift Cards: Gift card purchases are final sale (gift cards may be used according to terms)
• Personal Preference: Dislike of taste, spice level, or flavor (unless misrepresented)
• Delivery Fees: Third-party delivery charges and tips
• Late Requests: Refund requests submitted after the specified timeframe
• No-Show Orders: Orders not picked up within 2 hours of ready time
• Change of Mind: Cancellations after food preparation has begun

4. How to Request a Refund

Follow these steps to submit a refund request:

Step 1: Contact Us Immediately

• Call us at +1 707-944-2380 during business hours
• Email us at [email protected] with your order details
• Visit our location in person with your receipt
• Use our online contact form with "Refund Request" as the subject

Step 2: Provide Required Information

• Order number or receipt information
• Date and time of order
• Detailed description of the issue
• Photos if applicable (quality issues, missing items, etc.)
• Your preferred resolution (refund, replacement, store credit)

Step 3: Investigation and Response

• We will acknowledge your request within 2 hours during business hours
• Our team will investigate the issue and may contact you for additional information
• You will receive a decision within 24-48 hours
• If approved, refund processing will begin immediately

5. Refund Processing and Timeframes

Refund Methods

• Original Payment Method: Refunds will be processed to the original form of payment
• Cash Orders: Cash refunds available immediately at our location
• Credit/Debit Cards: Processed through the original card used for payment
• Digital Payments: Returned to original digital wallet or payment app
• Gift Cards: Replacement gift card issued for gift card purchases

Processing Timeframes

• Cash Refunds: Immediate when processed at our location
• Credit/Debit Cards: 3-5 business days to appear on your statement
• Digital Payments: 1-3 business days depending on provider
• Store Credit: Issued immediately and valid for 1 year

6. Exchanges and Alternative Resolutions

Exchange Policy

We offer exchanges as an alternative to refunds in many situations:

• Incorrect orders can be exchanged for the correct items
• Quality issues may be resolved with fresh replacement items
• Size or flavor substitutions available for similar items
• Exchanges must be completed within the same timeframe as refund eligibility

Store Credit Option

• Store credit equal to the full order amount
• Valid for 12 months from issue date
• Can be used for any menu items or catering services
• Transferable to others (great as gifts)
• No expiration fees or maintenance charges

Remake Policy

• Fresh preparation of your original order
• Priority handling to minimize wait time
• Available for quality issues and incorrect orders
• Complimentary delivery if original order was delivered

7. Damaged or Defective Items

Special Handling for Damaged Orders

Items damaged during delivery or preparation receive priority handling:

• Immediate Replacement: Fresh items prepared and delivered at no charge
• Full Refund: Complete refund if replacement is not desired
• Delivery Credit: Future delivery fees waived for delivery-related damage
• Expedited Service: Priority preparation and delivery for replacements

Quality Assurance Issues

• Undercooked or overcooked items
• Cold food that should be served hot
• Missing sauces, sides, or components
• Incorrect spice levels or preparation methods
• Foreign objects or contamination concerns

8. Refund Support Contact

Our customer service team is here to help resolve any issues with your order. Contact us using any of the following methods:

What to Include in Your Refund Request

• Order number and receipt/confirmation details
• Date, time, and location of order
• Specific items affected and nature of the problem
• Clear photos if claiming quality or damage issues
• Your preferred resolution (refund, exchange, store credit)
• Best contact information for follow-up

Our customer service team will work with you to find the best resolution for your specific situation. We value your business and want to ensure you have a positive experience with Wing Snob.